Sending Messages
All messages are sent through a secure system. Use of the service is subject to checks and review carried out as part of the operation of the service, and messages are also subject to establishment security procedures and applicable rules.
For most prisons, messages are printed by prison staff and handed to prisoners. At prisons with digital kiosks or in-cell devices, messages are delivered electronically.
Messages are usually delivered very quickly, but we ask that you allow up to 48 hours for delivery. Depending on staffing levels at the establishment, especially over weekends and bank holidays, this may sometimes take longer.
Once you click 'Send', we are not usually able to cancel, retrieve or amend your message.
Messages are delivered to the chosen establishment. In line with HMPPS requirements, incoming correspondence shows the sender's name and postal address at the top of the message. Your email address is not shown to your recipient.
A standard message is up to 2,500 characters. If you need to write more, you can add extra message pages, each allowing a further 2,500 characters.
Receiving Replies
If the prison supports the Reply Service, your recipient can reply to your eMates messages and the reply will be sent to your account inbox.
Replies must be purchased by you in advance using your Pay as you Go credit. You can add a reply when sending your message.
At most prisons, replies are written by hand on printed reply sheets and then scanned back to your eMates inbox. At prisons with digital kiosks or in-cell devices, replies are typed and delivered electronically.
Please note that messages sent and received through the site will remain available in your inbox and sent items for a period determined in line with our retention policy and service requirements, after which they will be removed from your account.
