If an inmate tries to send you a message or start a video chat, but it shows as failed on their end, it usually means:
🚫 You’ve opted out of receiving messages from our system at some point.
🔄 How to Fix It
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Find a previous message from the inmate in your inbox — usually a notification about a message or video chat.
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Reply with the word: START and send it.
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Wait for the inmate to try sending the message or starting the video chat again to confirm it’s working.
📱 No Previous Messages?
No worries! Just text:
START
to this number: 20728
⏳ What’s Next?
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Please allow up to 24 hours for your messaging to reactivate.
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If it still doesn’t work after 24 hours, we recommend downloading a free texting app like TEXTNOW to get a free phone number for messaging.