Q: What if I'm not sure about the recipient's ID#?
A: All SmartDespoit.com transactions are based on the recipient ID# and not on name. If you are not completely sure that you have the correct ID Number, please take a moment to check your records before submitting your transaction. Any deposit submitted to the wrong recipient is the sole responsibility of the person submitting the transaction.
Q: What forms of payment do you accept?
A: We accept VISA and Mastercard.
Q: My transaction is failing to go through and I do not know why.
A: SmartDeposit.com uses highly secure fraud prevention settings. To continue to provide this service it is necessary to elevate fraud protection for our customers. Part of the fraud detection is SmartDeposit.com sends the billing information you have entered to your credit card/bank issuer. The credit card/bank issuer returns a response to SmartDeposit.com whether this information matches their records.
Please note SmartDeposit.com is not responsible for the information we receive from the bank/card issuers, however, here are some possible solutions:
- Have you entered the correct billing address and verified it with your bank/credit card issuer. (This information can also be found on your bank/billing statement.) Also see what is Address Verification?
- Have you entered the correct card security code on the back of your bank/credit card?
- Have you entered your correct credit card number without spaces or dashes?
- Have you entered the correct card expiration date on the front of your credit card?
- Have you checked your current bank balance/credit limit for enough funds to make your purchase?
- Have you checked the spending limit for the institution? Buying limits set forth by institution and can be found on the facility home page.
Q: What is Address Verification?
A: When making a purchase on SmartDeposit.com, Address Verification is used to verify the billing address on your credit card. This is used as an added security measure to protect our customers. If the address you enter does not match what the issuing bank has returned to us, SmartDeposit.com will reply with an error message, in which case, you will need to contact your bank/credit card company.
Here are some suggestions on the formatting of your address. However, it is best to verify exactly what your bank/credit card company has on file:
- PO Box 9876
- 9876 PO Box
- POB 9876
- P.O. Box 9876
- 2113 1st St. SE Apt 3
- 2113 SE
Q: Why is there a $1.00 charge appearing on my bank/credit card account?
A: The $1.00 pending pre-authorization is not a charge to your account and will no longer appear on your account after a time period established by bank/credit card guidelines (we do not determine when release occurs).
Q: Are prepaid credit cards accepted on SmartDeposit.com?
A: Sorry, prepaid credit cards are not accepted.
Q: Is it safe to use my credit card on this website?
A: Protection of your privacy is one of our top priorities at SmartDeposit.com. We contract with Verisign to provide the highest levels of safety and security while shopping on our site. Please see our Privacy Policy on the home page for more information.
Q: If I am sending a mail message, how long will it take for my message to reach the inmate?
A: After you enter you mail message, the message becomes available for facility staff to review. The message may be approved or rejected. Once an officer approves your message, the message may be immediately printed and delivered to the inmate, or viewed on inmate kiosks. Generally, you should allow 24 to 36 hours for a message to be viewed by the inmate.
Q: How many mail messages can I send to one recipient?
A: This is determined by each facility. You will be notified at the time you enter your message if a limit is enforced.
Q: How can I change my account information?
A: First, log in using your email address and password. Once you are logged in, the "My Account" button will appear in the upper right corner of the page. Click the "My Account" button to access and edit your account information.
Q: What if I send a mail message and the inmate is released?
A: Inmate information is updated on Smart Deposit as soon as it is available from the facility. There are no refunds for mail messages once a message has been sent.
Q: What if my mail message is rejected by the facility staff?
A: The correctional facility may choose to reject your message for any reason. Smart Deposit has no control over these decisions. There are no refunds in cases where your message is rejected by the facility staff.
Q: Can any unused Smart Mail credits be refunded?
A: Sorry, we cannot refund any Smart mail credits once the credits have been added to your account.
Q: Who can I contact for other questions?
A: Please contact our Smart Deposit customer service department at 866-394-0490 during our normal business hours 8am-8pm EST Monday through Friday.