Frequently asked questions.
The most common things people ask us. For journey-specific questions, jump to the dedicated FAQ at the bottom of this page.
About Stay Connected+
What does Stay Connected+ do?
We help families and the outside world stay in contact with incarcerated individuals through secure messaging, photos, care services, and pen-pal connections.
How is this different from other services?
We focus on respectful, easy-to-use tools — clear pricing, real human support, identity-verified users on both sides, and a strong privacy commitment.
Which facilities do you work with?
We work with hundreds of facilities across the country. The signup flow checks availability by facility name and state.
Who runs Stay Connected+?
We're an independent team with backgrounds in family support, security, and humane technology design. We're not affiliated with any prison or facility — we work with them on behalf of users.
Accounts & access
Do I need an account to browse the site?
No. You can read about both journeys, the FAQ, and how it works without signing up. An account is only needed when you want to start using a service.
Can I have one account for both journeys?
Yes. One account works across services — you can sign up a loved one and also browse pen-pal connections from the same dashboard.
How do I reset my password?
Use the "Forgot password" link on the login screen. You'll get a secure reset email within a few minutes.
How do I delete my account?
From your account settings or by emailing support. Deletion is permanent and removes all your personal data.
Safety & trust
Is my information secure?
Yes. We use bank-level encryption, never sell your data, and verify every user. Full details in our Privacy Policy.
Who reviews my messages?
Facility staff review messages per their security policies — standard for any inmate communication service. We don't read messages outside of safety/abuse flags.
Can I report abuse or a problem?
Absolutely. Every message has a report button, and our safety team is reachable 24/7 through the Support page.
Pricing & billing
How does pricing work?
Pay only for what you use — typically cents per message. No subscriptions, no hidden fees. Exact costs are shown before any action.
What payment methods do you accept?
Major credit/debit cards, PayPal, and most bank transfers.
Can I get a refund?
Unused credits are refundable anytime. Used messages and completed transactions are non-refundable unless there was a service failure on our end.
Do you offer financial assistance?
We have a hardship program for families with demonstrated need. Contact support to apply.