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Everything you need to know.
As with any new and innovative program, there are sure to be questions: How does it work? Is it right for me? We have put together a list of the most frequently asked questions and broke them into several categories. Please click on the category on which you would like more information.

PARTNER SERVICES
Q: Why should we add TouchPay?
A: First, the TouchPay Payment  System allows friends and families to make deposits in inmates' accounts 24/7, 365 days a year.
Second, money is credited immediately to the inmate account so there is no delay as with money orders: therefore, lost sales would drop significantlly due to delays.
Third, with more money in their accounts, inmates will spend more on Commissary and Telephone usage.
Fourth, Client satisfaction will improve as questions, phone calls and grievances over inmates' deposits will drop and Cashier window hours can be reduced.

Q: Why should my Client add TouchPay?
A: First, Client satisfaction will improve as questions, phone calls and grievances over inmates' deposits drop significantly.
Second, Cashier hours can be reduced, because the kiosk can take deposits any time of the day or night in cash, credit cards or check/debit cards.
Third, liability and cash handling audits can be reduced as less cash is accepted at the window, and TouchPay reconciles and assumes all liability for deposits accepted.
Fourth, families can put money in the inmate's account without ever traveling to the Facility by using the Internet or the telephone. Telephone and Internet deposits can be made with credit cards, check/debit cards or a personal checking account.
Fifth, additional funds in inmates' accounts can increase sales and commissions to the Facility.

Q: Do we have TouchPay in any Facilities now?
A: Yes ... and more are being installed every day.

Q: Who is TouchPay?
A: TouchPay is a company based in Dallas/Ft. Worth, Texas. The principals have been in electronic payments for over 20 years and in Corrections for over five years.

Q: How do I add TouchPay to our facility or to one of my accounts?
A: Learning more about TouchPay is easy. You can Contact Us through the Web or call us at (817) 204-0301 and we will be happy to assist you.

FINANCIAL
Q: How much does it cost to install TouchPay?
A: There is no cost to the Facility. However, minimal transaction levels must be met for installation and support of the kiosk. There will be a small cost for electricity to operate the kiosk. Usually Internet access for the kiosk can be added to the system currently in place in the Facility. If a DSL line must be installed, installation fees and monthly access charges will be incurred. Contact your local DSL service for the specific charges to your Facility.

Q: Is there an interface charge to my component to install TouchPay?
A: There are absolutely no costs to the Facility to interface with the TouchPay Payment System. TouchPay and the Partner will have to develop an interface that can be implemented at the facility.

Q: How do I cover my costs to introduce and manage TouchPay in our Facility?
A: The TouchPay Partner program is a revenue share partnership. 

TECHNOLOGY
Q: What does the Facility need to install the kiosk?
A: Close access to a standard 110-volt outlet and broadband Internet connection must be available within three feet of the kiosk install.

Q: What if the Facility cannot add the Internet line for the kiosk?
A: If the kiosk Internet access cannot be included with the Facility's high speed access, a DSL line must be installed. It's important the DSL installer places the line in close proximity to the kiosk placement.

Q: Can TouchPay interface with any JMS system?
A: We have developed an interface that will make it easy to connect TouchPay to any JMS system.

Q: Can the Internet connection be dial-up?
A: No. The DSL/high-speed is what makes the kiosk "user-friendly"; families/friends will not want to stand at the kiosk waiting for dial-up to make a deposit.

Q: Do we have to manage the Trust Fund to use TouchPay?
A: No. TouchPay can work on any Trust Fund system.

STAFF
Q: Is there anything my Staff or I need to do to install TouchPay?
A: You will need to explain all of the features and benefits to the Client to gain approval. Your Staff will need to post/distribute marketing materials for the Lobby and the visitation areas to advise families and friends.

Q: Who trains the Client's Accounting Dept. on how to access the reports?
A: TouchPay personnel will train the Client's Staff.

OPERATIONS
Q: Will the deposit really go into the account immediately?
A: The best way to describe it is "same-day access to funds". In the vast majority of cases, the transfer is immediate. On rare occasions there can be a delay in the system or Internet that might delay the deposit of money up to 24 hours.

Q: How does the family/friend make deposits?
A: The family/friend will need 1) the inmate's first and last name and 2) the inmate ID number. For Internet and telephone deposits the family/friend will also need the Facility locator number.
Kiosk: Deposits can be made with cash, a VISA/MasterCard credit card or a check/debit card. Follow on-screen prompts. Only US $100, $50, $20, $10, $5 and $1 dollar bills are accepted at the kiosk. Personal checks and money orders cannot be used at the kiosk.
Internet: Go directly to the payment portal or via our Web site and click the "make a deposit" button. Follow on-screen prompts to use 1) VISA/MasterCard credit card, 2) check/debit card with the VISA/MasterCard logo or 3) personal checking account. An e-mail address must be available to receive a receipt.
Telephone: Call 1-866-232-1899 toll-free and follow voice prompts to use 1) VISA/MasterCard Credit Card, 2) check/debit card with the VISA/MasterCard logo or 3) personal checking account.

Q: How does the family/friend get the Locator number and inmate ID number?
A: The inmate or facility must provide those numbers to family and friends

Q: Does the kiosk give change?
A: No. The Service Fee will be deducted from the cash payment, and the balance will be put in the inmate's account.

Q: Does the kiosk accept coins?
A: No.

Q: Can Facilities of any size install TouchPay?
A: The TouchPay Internet and telephone payment services are available to all facilities. However, the kiosk must meet minimum transactional requirements.

Q: Can the kiosk recognize counterfeit bills?
A: Yes. They will be rejected.

Q: Can a kiosk be installed at the courthouse or other sites my Client wants?
A: Yes. As long a minimum transaction requirement are met, there is access to electricity and broadband Internet. Each site requested must be approved by the partner and TouchPay before approval can be granted.

Q: Who assumes liability if a credit card deposit is made with a stolen card?
A: TouchPay assumes all liability for every deposit made. Once TouchPay accepts the deposit, the Facility/inmate receives the money no matter what happens:

Q: Who owns the kiosk?
A: TouchPay owns the kiosk and any related equipment. Thus, they are responsible for installation, service, maintenance and liability.

Q: What about service to the kiosk?
A: TouchPay handles all repairs and maintenance on the kiosk. Most problems can be managed remotely on a 24/7 basis. If a kiosk needs on-site repair, it will be serviced in 48 hours or less.

Q: How is the cash in the kiosk handled?
A: TouchPayTM will have cash pick-up once a week by a fully bonded armor service. If necessary, cash can be picked up more often.

Q: How long does it take for the money to show up in the Client's bank account?
A: Five business days from the deposit date in batch format. All deposits are guaranteed by TouchPay so there is no risk to the Client. The inmates' account is credited immediately or the same day.

Q: Can the Facility get status reports?
A: Yes. Reports are available to the Accounting Department by accessing the TouchPay Web site and entering the account and password information.

Q: What happens if an NSF or Invalid Account occurs on a transaction?
A: TouchPay will only accept cash from that individual going forward.

Q: What if the inmate has been released?
A: The system checks to ensure the individual is still in the facility before accepting any deposit on that account.

Q: Is Spanish available on the kiosk, telephone and Internet TouchPay systems?
A: Yes. Spanish is  available.

Q: Can the number of deposits and/or the amount deposited be limited?
A: Yes. Limits on numbers and amounts can be installed based upon various security parameters.

Q: Can the kiosk collect money for GPS fees, fines, restitution, etc.?
A: Yes.

MARKETING
Q: How do the families/friends find out about TouchPayTM?
A: TouchPay will provide a complete marketing kit that includes 1) posters to be displayed in the Lobby, the Visitation areas and the Housing Units, brochures and 2) postage paid postcards that may be sent to family/friends by the inmate.

Q: What do I do with the brochures?
A: First, they should be available in the Lobby and Visitation areas and should be restocked frequently.
Second, the same brochures should be inserted in Commissary bags to advise the inmates. The brochures should be inserted in orders every 2 - 3 weeks to deal with the fast turnover at a Facility.
Third, each inmate entering the facility should be given a brochure at intake.

CUSTOMER SERVICE
Q: Why is the account blocked?
A: There may be several different reasons why an account is blocked. Contact Customer Support at 1-866-204-1603.

Q: What is the main reason an account is blocked?
A: The account will be blocked if we (TouchPay) receive a returned item. 
(Ex.: credit card charge-back, NSF (insufficient funds) or a non-authorized charge)

Q: How do I get account unblocked?
A: Payment needs to be made before an account can be unblocked and used again for any electronic transactions. Customer can go to a kiosk and make a cash payment while the account is on hold.

Q: How do I make a payment for a blocked account?
A: The customer must make good on the total amount of the returned item and the return fee (fees differ by state). We will only accept a US Postal Money Order or Certified Cashier's Check, and it must be mailed to P.O. Box 155337, Ft. Worth, TX 76155.

Q: Will TouchPay Direct or CPS attempt to represent an NSF check?
A: TouchPay Direct or CPS has the right under the National Automated Clearing House regulations to re-present an NSF electronic check two additional times to receive a payment if the customer does not call to pay or make good on the returned item.

Q: What company name will appear for each charge made either by credit card or check?
A: "Correctional Payment Services" or "TouchPay Direct" will appear as the name. What name is used will depend on what contract and services we are providing.

Q: Is there a minimum per transaction?
A: Typically there is a $10.00 minimum but it will depend on location and contract.

Q: What kind of transactions or services does TouchPay offer?
A: We offer a service where family/friends can make payments to an inmate's account. They can make a payment on the Commissary account, telephone account, inmate trust account or for a traffic citation.  (More options can and will be added at a later date.)

Q: If a customer calls and wants to make an inquiry about a payment they have made, here are a few tips on what questions to ask to view the payment on our back-office reports.           
A: What kind of transaction did they make? At which facility is the inmate located? What telephone number did they use to set up the global account? Is that the telephone number they used to make the payment?