Help Topics

1 - The Basics

1.1 - What is TextBehind and how it works

TextBehind® is a compassion-based communication service that works as a convenient bridge between families, friends, and their incarcerated loved ones. Using the TextBehind® website and/or smartphone mobile app, you can create a FREE account, easily add incarcerated loved one(s) as contacts and begin creating your letters with photos electronically. 

After you submit the order, TextBehind processes your letters to the correctional institutions selected for the inmate in your contact list. Couriers such as the USPS and FedEx deliver your letters to the prison mailroom staff after we ship them. At that point, the prison staff will process and distribute the mail to the inmates internally. All contents of the mail are subject to review and approval by the correctional facility staff. TextBehind® does not have the authority to review, reject or approve your mail contents under any circumstances.  

TextBehind does not and cannot interfere with couriers or any of the internal decisions by the prison staff. 


IMPORTANT NOTES:

1) TextBehind does not deliver any mail to the inmate directly, nor do we guarantee delivery of your letters to the inmates by the courier or prison staff. Once we process your mail and ship them out on your behalf, we are out of the loop entirely. However, at times we may offer to resend your letters under certain strict conditions as a courtesy. 

2) Inmates do not receive any invites when you add them, and neither do they need to accept the use of TextBehind service. Once you add the inmate, you can create letters for them. 


Inmate Reply Letters:

Your incarcerated loved ones can also send a reply letter in your name to TextBehind if they so choose to.

Upon receiving, TextBehind staff open their letters, scan, and upload high-quality images to your TextBehind account as a complimentary service. You are not required to have any money or credits balance in your TextBehind account to receive inmate letters. You will receive a text and email alert to notify you of any new incoming reply letters. At that time, you can log into the TextBehind website or mobile app and view letters in your MANAGE CONTACTS >> All Conversations section. 

Inmates do require a stamp to send out their letters to TextBehind using Postal Service. The cash or credit balance from your TextBehind account will not be shared with inmates as a substitute for the stamps. It is not a policy authorized by prisons in general. 


TextBehind® website and smartphone app:

TextBehind website as well as mobile app work in the same way. The guidelines provided in HELP TOPICS will apply to both website and mobile app users.


TextBehind Customer Support Process:

All TextBehind Customer Support to the family and friends (customers) is provided by email and text messages only. Voicemail response is not supported. 

PLEASE NOTE:
All voicemail messages sent to Voicemail service using 800.590.0495 sent by an officer associated with a correctional facility will be responded to within 24 hours. 

You can reach our customer support with any requests using our CONTACT US page located at https://www.textbehind.com/contact-us. At the end of every HELP TOPIC, you will find a FEEDBACK FORM that you can use to reach out to us regarding that topic. For instance, please scroll down on this page to see a feedback form.

Typically, we reply to an inquiry within 24 hours, Monday through Friday. The response rate within the first hour is 92%.

 

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