eMates

My goodness how many times does one have to put in their password. I think you need a programmer. Very frustrating indeed.

App no longer works .

I am disappointed in the quality of this app. It isn’t worth trying to use the app when the online version is considerably better. That said, even when using the online version, emails are not guaranteed to arrive at the prison and about a fifth of replies don’t make it back. This irritates me as I pay for this service and there isn’t any way to claim money back, which ironically, since it’s to a prison, has been “stolen” from me when emails aren’t delivered. It is providing a very important service and for a lot of people the cost of this service is a problem when it is so unreliable. I honestly can’t see why it is acceptable for it to be so poor; the programmers ought to hang their heads in shame. It’s hardly rocket science programming, is it? I log in and I can’t even see any messages! Just what is the company trying to achieve here?

As most of the reviews on here say it’s terrible and it certainly is . Not just the app but the service generally, it crashes on the desktop web as well . It would be helpful if the user knew how long it takes between sending to the recipient actually receiving , yes we understand that they have to go through security but the time it takes is ridiculous in this day and age ESPECIALLY when we are paying to send and paying for a reply not , happy at all 😡😡😡

I have topped up on this app multiple times, yet no credit has been added to my account. Meaning that I am missing calls from the Neatphone services as it’s saying I don’t have enough credit even though I have topped up!!! When you call customer services it doesn’t put you through to anybody and tells you to email instead. An absolute joke!!!!!!

Tried to register with 12 characters inc a special, but Register button right at bottom of iPhone screen & doesn’t appear to work! Frustrating

It used to be good now I’ve been locked out of it not even by me Won’t let me change my password no email has been sent to me to get back into it. Sort it out , I can’t speak to my loved one at all now.

Making money off people misery. Worst still it don’t even work and don’t accept Apple Pay even tho it says it does.

I can’t even sign up to the app as it sends me around 50 two factor authentication emails over and over and over and over without stopping and tells me it’s wrong everytime because it’s sending me too many all at once. I understand this is an essential service and it’s better than not having anything but I feel like the entire prison network / system both good and bad just isn’t efficient. Though I am grateful for this service I use their online version instead. Not sure why it requires a fee for them to reply if we’re already paying though as it’s just scanned into their website

Sometimes takes 2-3 days to send or receive emails that cost 68p per time . Always says "queued pending delivery" absolutely ridiculous considering it's supposed to be a way of keeping family connections