Sending Messages
All messages are sent through a secure system. However, all communication is subject to establishment security procedures and may be monitored.
For most prisons, messages are printed out by prison staff and handed to prisoners. Prisons with digital kiosks and in-cell devices have the messages delivered electronically.
Messages are usually delivered very quickly but we ask that you allow up to 48 hours for your message to be delivered. Depending on the staff at the establishment over weekends and bank holidays, this may be slightly longer.
Once you click ‘Send’, we are unable to cancel or retrieve your message. Messages are transmitted directly to the chosen establishment within minutes and do not pass through our system for review. As such, they cannot be intercepted or withdrawn once submitted.
Messages are delivered directly to the establishment. In line with HMPPS regulations, all incoming correspondence displays the sender’s name and postal address at the top of the message. However, your email address is never shown to your recipient.
A standard message is 2,500 characters long. Additional message pages can be added for longer messages, each of 2,500 characters.
Receiving Replies
If the prison supports the Reply Service, your recipient can respond to your eMates messages. The reply will be sent back to your account inbox.
Replies must be purchased by you in advance using your Pay as you Go credit for your recipient to be able to reply to you. You can do this at the time of sending your message.
For most prisons, recipients will reply on reply sheets that are printed at the time your message and delivered to your recipient. The replies will be hand-written and scanned to be sent back to your eMates inbox. For prisons with digital kiosks and in-cell devices replies are typed on these and delivered electronically.
