Everything in this app is absolute trash. From the prices of video chats/phone calls, to the connectivity issues etc. I’ve had 2 video chats recently that upon trying to log in it says “login failed” which is weird because when I tried 30 minutes prior just to make sure it was good, I was able to get in. I called ics video support to which they tried to tell me it was my phone (I’ve been down that rabbit hole with them already, it’s not my phone). The lady I spoke with offered to give me a free video chat, yay! Haha no. The thing about giving out free video chats in place of one’s that didn’t work, you have to do it in the same week. Now hearing that you think “oh as long as it’s within the next 7 days” no. Their weeks are Sunday-Saturday. So my last video chat that didn’t connect was on Thursday, they said let me get you a video chat to make up for it! Then the lady proceeds to tell me, there aren’t any open slots. Why you ask? Because the week ends tomorrow even though my missed video chat was yesterday.. this app is a JOKE. For the sake of customers using it, and the inmates that benefit from video chats FIX THE APP. Oh one more thing, after explaining to the lady 5 times over that it said I was locked out of my account to which she said it was my phone, she then proceeded to tell me that it’s a ICS problem that she’s been informed will be fixed Monday…. Which means ANY video chats people missed this week due to the lack of ICS validity won’t be reschedule due to their policy of “within 7 days”

I don’t know why my first visit went without a hitch when I didn’t do any of these things except for having my phone on light mode. But APPARENTLY for iPhone, you have to do 3 things before every visit: turn your phone on light mode, turn on do not disturb before your visit, and turn your lock status on never lock and the other option for locking that makes sure the screen doesn’t lock after so many seconds/minutes when it’s unlocked. Which I was NEVER told until I had to call ICSOLITIONS for a refund for a visit that didn’t go through on my end even though my internet was working fine and I even used my data. I could tell my visit probably wasn’t even going to work out because it wouldn’t even let me test the connection. I didn’t do any of these 3-4 things before and with my first visit I had my phone on light mode so maybe that’s why it worked. But it’s still annoying that because the app doesn’t work on my end it’s somehow my fault and you can only get refunded for the first visit that doesn’t work for you but none after even though the app literally would not even show an option for me to connect to the visit or load. Stupid. A company this big should be able to have a working application and have a more user friendly approach for those who are trying to use Chromebooks/Macbooks because I tried to use both for my visit and it would not let me install the visitor app. Hopefully the tips I gave in this review from the person I called at ICSolutions works for any iPhone user reading this for their next visit (crossing my fingers it works for me as well).

I’ve never hated an app more. Then again, no one is downloading this trash because they WANT to. It’s because it’s the ONLY option for prison visits!( in OR at least.) Every time I have a visit, it takes me 7 -10 minutes to log into the visit. (Which takes 7 seconds if it worked correctly.) I get logged in & press join then it goes to the loading screen and either says Continue or close. After going thru this for a few irritating minutes it finally takes me to the audio & video preview and at the bottom it says join. I press that & … perfect😡 it closes all the way out & I get to start all over. This continues for almost 10 minutes sometimes. That’s 1/3 of the visit GONE! Just trying to log in. WE PAY FOR THE VISITS!! 💸💸 ! IMPROVE YOUR APP!! It’s not like you can’t afford it. Customer service is a complete 👎🏼 disappointment. Not to mention you shouldn’t be able to charge us for the visits till AFTER they’re complete. What a scam! But they know we have no choice. I hope someone makes a better app & these pigs lose everything! Or maybe they’ll end up in prison & have to depend on this garbage to see someone they love! That would be 😆 👍🏼 worth 5 stars haha.

All I want to know is who to contact for refunds? I’m about $50 in. Some visits work. That being said it takes a lot of time and coordination on both ends to make a visit happen. I feel the price is fair when it works otherwise it’s like tossing $6.00 out the window. Either the kiosks’ don’t work (and when 1 works and 1 doesn’t the system allows for double booking time) so when two inmates have the same visit time scheduled and there is 1 kiosk there’s an issue. For people who don’t live in that world it’s simple. For them it could be a revolutionary war with days or months of consequence and retaliation if there is disagreement. In addition and this is important! If either party is not connecting (happens often) your not allowed to log out and try and reconnect! This is absurd. I’ve sat for 1/2 a visit or more. No video, no voice and vise versa. People need to be able to rejoin the visit up until the time they paid for us over!!! Last but not least let us know where to sign up for refunds. We have already spent hours and money trying use this system between web site scheduling and APP visits it’s enough to drive people crazy. Fix the app, fix the kiosks, add more kiosks, FIX THE CONNECTION! Stop stealing our money.