I have been trying to log in the app for almost a week now and getting “something wrong, try again later” over and over again. I call Paytel customer service and it rings once, then silence and hangs up. If you email them, they respond but only that they will get back with you soon. Then you never hear anything back from them. So freakin sad and useless!!!!

When this app is working, it’s good. I can’t speak to the video chat element of it because I was never able to book one, but the chat allowed me to message my incarcerated loved one. The app has been down for over 24 hours now and I have no way of reaching out or speaking to him. I have tried calling both phone numbers and emailing the listed emails on their website and listed in the reviews, and I am met with either a message that says the “User is busy”, the “Verizon user is disconnected” or nothing at all. It is extremely frustrating to have absolutely no help when it comes to these technical issues and no idea when I will be able to message again. This is the only option us families have to message our loved ones who are incarcerated, and I’d think that with as much money as we give to this app the bug fixes would at least be resolved within 24 hours, or I would get some type of response from them. Pathetic

Not a great system or app for people trying to keep in touch with loved ones. reason why I say that it’s because the paytel system is completely down right now, they don’t get the problem solved immediately at all, I’d rather use securus tech because they can be down for a day and they get it running again right then and there and i have attempted to contact paytel’s customer service team and there would be no answer it would go straight to the busy line and then hangs up and same with the email situation they haven’t even attempted to respond to my problems with the app like this is seriously unacceptable for us to pay for a system that doesn’t immediately get these crazy bugs or outages fixed we pay so much money but we can’t even contact our loved ones like y’all need to get this app back up and running asap.

I have not been able to talk to my loved one in a whole month because apparently the app isn’t sending my messages even though it’s taking money out of my account. I called the company and they said that phone calls were being made out of the facility as I was talking to them. The service is absolutely terrible. I could be talking to my loved ones and all of a sudden my connection just stop or I’ll go to answer the phone and I’ll just get silence. And it’s not my phone because it only happens with this facilities call. I would recommend any service over this one.