Frequently Asked Questions

A Friends and Family Service Account is a cost-effective way for you to pay in advance for any of the communication avenues Legacy offers. Whether it’s traditional inmate calling, video visitation from home, or instant messaging an inmate, you are sure to find a method that best suits your needs.

With a Friends and Family Service Account you will be able to take advantage of the many great communications service programs Legacy has to offer. The following services are currently available to the public:

  • Prepaid Calling
    • Receive incoming calls directly to your cell phone.
    • If a block by your local telephone company prohibiting collect calls has been set in place, an account is a great way to eliminate this block and allow for seamless communications.
    • Prepaid Calling is the easiest way to manage and control the amount of funds being spent on inmate calling.
    • It’s easy and affordable!
  • Remote Video Visitation
    • Visit from anywhere, anytime!
    • It’s a convenient way to visit, manage, and control the amount of funds being spent on your visitation sessions.
    • Simply logon to Legacy’s website, register, and begin visiting.
    • It’s easy and affordable!
  • Instant Messaging
    • Inmate Messaging provides an alternative form of communications.
    • Messages can be generated and delivered from virtually any location.
    • Extremely user-friendly and fully intuitive.
    • It’s easy and affordable!

Accounts can easily be established on www.legacyinmate.com, or by calling 888-PAY-4-FAM (888-729-4326) and speaking with one of Legacy’s friendly customer service representatives.

Legacy strives at keeping communications between you and your loved ones a simple, affordable, and trouble-free process. We fully understand that not everyone is the same so Legacy gladly accepts the following payment types:

  • All Major Credit/Bank Cards (Visa, Mastercard, AMEX, etc.)
  • MoneyGram (Express Payment Form - Receive Code 6810)
  • Western Union
  • PayPal
  • Check or Money Order (given the nature of these payment methods, it may take slightly longer for an account to be processed.)

All Account Services are available for use in real-time. Once your account balance or incoming payment has been verified, you can expect services to begin immediately.

Adding funds to your account is as easy as going online to www.legacyinmate.com and replenishing your account there, or by calling 888-PAY-4-FAM (888-729-4326) and speaking with one of Legacy’s friendly customer service representatives.

Yes, please follow these instructions to setup and access the App Link: www.legacyinmate.com/prepaid/. Setting up to access the app from an icon on your smart phones or tablets' home screen:

For Apple OS:

  • From your iPhone or iPad, open a browser and to the App link listed above.
  • Click "Download App" icon at the bottom of screen.
  • Click "Add to Home Screen" icon option.
  • One added, the app icon will be placed on your home screen for easy access.

For Android OS:

  • From your Android, open a browser and go to the App Link listed above.
  • Click the "Menu" button in the top right corner.
  • Click "Save to bookmarks" and click "OK" at the bottom.
  • One added, the app icon will be added to your "Bookmarks" list for easy access.

For Blackberry OS:

  • From your Blackberry, open a browser and go to the App Link listed above.
  • while in the browser, press the menu button and select "Add Bookmark".
  • Scroll down the bottom of the window, and press "Add".
  • Press the menu button again, scroll down and press "Bookmarks".
  • One added, the app icon will be added to your "Bookmarks" list for easy access.

For Windows Phone:

  • From your Windows phone, open a browser and go to the App Link listed above.
  • While in the browser, press the More button , and then press "Pin to Start".
  • One added, the app icon will be added to your "Bookmarks" list for easy access.

If your account balance has run low on funds, an inmate can still contact your number, but the length of their call will be determined by the remaining balance in the account. Upon a zero balance being reached, services will be interrupted until sufficient payment has been received. You will also be notified far in advance of this decreased balance in order to help you manage your account funds more accurately.

If your account balance has run low on funds while you are trying to schedule a remote video visit, Legacy’s scheduling utility will inform you of the total cost of the visit and prompt you to add fund to your account to complete the scheduling process. As soon as funds are deposited, you will be able to conclude scheduling and visit. You will also be notified far in advance of this decreased balance in order to help you manage your account funds more accurately.

Most facilities do not allow same day scheduling. Therefore we suggest scheduling your visit at least 48 hours in advance to secure your spot amongst other scheduled visitors. * Visitation scheduling is subject to facility approval and may be approved, rejected, cancelled or re-scheduled at their discretion. Legacy’s online scheduling system will not allow you to schedule at a time that the inmate is not available.

Unfortunately, Legacy cannot accept responsibility for poor cellular network transmission, quality and/or reliability; therefore, Legacy is unable to credit calls disconnected or dropped by any cellular or wireless devices.

In most cases, you are entitled to a reimbursement to your account. Your claim will be investigated and if found that a) facility policies were not in violation, b) internet disruption due to a home/office connectivity issue had not occurred, or c) either party (end-user or inmate) did not manually disconnect the visit, the charged amount will be reimbursed back into your Account. Alternatively, there will be no reimbursement issued for any of these scenarios found to be present.

If you would like to cancel a scheduled visit, please log-in to your account and follow the cancelation process at least 48 hours in advance of your scheduled visit to avoid charges to your account. You will be unable to cancel your visit after the 48 hour mark.

Video visitation schedules vary greatly and are determined by the facility and subject to change at their discretion. Remote video visits (from your home) are usually available more frequently than on-site visits taking place at the facility. Your facility’s visitation scheduling guidelines will be made available from the online scheduling system once you’ve established your account and selected the facility in which you wish to visit.

The length of a video visitation session is determined solely by the facility and varies based upon location. As a guideline, they typically range from 20 – 30 minutes in length; similar to the time allotment set for on-site visits.

No, all visits, whether on-site (at the facility) or remote (from your home/office), are subject to recording and monitoring by the facility. Only confidential visitors such as pre-approved attorneys, bail bondsmen, or priests will be granted private visitation sessions.

Yes it is. Please set up an account and under the relationship category select Attorney or Priest/Clergy. Once your account is set up, contact the facility to complete the facility’s security check. Once you have completed the facility security check, you will be on the approved list to make confidential visits. As a confidential visitor, you may have the option to perform successive visitations for a longer duration than the standard visitation, and with greater frequency.

In order to perform a video visit from the comfort of your own home, you will need to have the following items prior to the scheduled visit. Please confirm that you have these items and that they are working properly in order to ensure the best video visitation experience.

  • Desktop computer or laptop
  • A web browser (Internet Explorer, Mozilla Firefox, Google Chrome, Safari, or Opera)
  • High-speed DSL or cable internet connection
  • Webcam (preferrably HD webcam)
  • External or built-in microphone
  • Adobe Flash Player (download the latest version here)

There is a variety of options when it comes to choosing a webcam. First, inspect your laptop or desktop to see if there is a built-in webcam. If you have a newer laptop, chances are you have one built-in. However, this is not typical for desktop computer.

If the computer you are using does not have a built-in webcam, and you need to purchase one, prices vary between $15 and $80 depending on quality and brand. For the best quality video, we recommend getting a High Definition (HD) webcam. Most major brands carry great options for webcam and microphone combo sets.

All major electronic stores will carry a variety of standard, HD and combo webcam options for you to choose from.