Frequently asked questions.
The most common things people ask us. For journey-specific questions, jump to the dedicated FAQ at the bottom of this page.
About Stay Connected+
What does Stay Connected+ do?
Stay Connected Plus helps people stay connected with incarcerated individuals through online profiles, text messages, voice messages, and a phone-based communication system.
Each incarcerated individual can receive an online profile and a Stay Connected phone number. Family, friends, and approved users can send messages through the website or by texting the Stay Connected phone number directly. The incarcerated individual can call their Stay Connected number, enter their four-digit PIN, retrieve messages, listen to voice messages, and reply through the phone system.
Stay Connected Plus also includes access to an AI assistant through the phone system.
How is this different from other services?
Stay Connected Plus is different because it gives incarcerated individuals a way to receive text messages and voice messages through a phone-based system.
Many traditional correctional communication platforms are slow, expensive, and limited. Messages may take hours or even days to process. Stay Connected Plus is designed to make communication faster, simpler, and more affordable.
With Stay Connected Plus, outside users can send messages in real time, and incarcerated individuals can retrieve and reply to those messages by calling their Stay Connected phone number.
Which facilities do you work with?
Stay Connected Plus is an independent communication platform and is not owned, operated, or controlled by any correctional facility.
Availability may depend on the facility’s phone rules, calling access, and communication restrictions. The incarcerated individual must be able to call their assigned Stay Connected phone number from their facility phone system in order to retrieve and reply to messages.
Who runs Stay Connected+?
Stay Connected Plus is an independent service built to help families, friends, and incarcerated individuals stay connected.
We are not a correctional facility, government agency, prison phone provider, or official department of corrections service. We operate separately and provide tools that help people communicate through online profiles, messaging, voice messages, and phone-based access.
Is my information sold or shared with anyone?
Accounts & access
Do I need an account to browse the site?
No. You can browse general information, learn how the service works, and view public pages without creating an account.
You need an account when you want to create a profile, connect with an incarcerated individual, send messages, receive replies, or use paid communication features.
Can I have one account for both journeys?
Yes. One account can be used to connect with an incarcerated loved one, explore incarcerated individual profiles, send messages, receive replies, and manage your communication activity.
You do not need separate accounts for each journey.
How do I reset my password?
Use the Forgot Password link on the login page. Follow the instructions sent to your email to reset your password.
If you do not receive the reset email, check your spam or junk folder, then contact support if you still need help.
How do I delete my account?
You can request account deletion through your account settings or by contacting support.
Once your account is deleted, you may lose access to your message history, saved profiles, subscriptions, and account information. Some records may be retained if required for security, billing, fraud prevention, legal compliance, or dispute resolution.
Safety & trust
Is my information secure?
Stay Connected Plus is designed to protect user privacy and account information.
Your personal phone number is not displayed publicly on the website. Users may also choose whether to use their real name or a nickname when connecting with someone.
We do not sell your personal information. Account and payment information are handled through secure systems.
Who reviews my messages?
Stay Connected Plus is a communication platform, but it is not a correctional facility and does not control facility rules.
Messages sent through Stay Connected Plus may be stored, processed, monitored, or reviewed for safety, security, abuse prevention, legal compliance, or platform protection.
In addition, correctional facilities may monitor calls and communications according to their own policies. Users should understand that communications involving incarcerated individuals may not be private from the correctional facility.
Can I report abuse or a problem?
Yes. If you experience abuse, harassment, suspicious activity, technical problems, billing issues, or safety concerns, contact support.
Stay Connected Plus may review reports, restrict accounts, remove content, suspend access, or take other action when needed to protect users and the platform.
Pricing & billing
How does pricing work?
For family, friends, and outside users, the first month is free. After that, the subscription is $4.95 per month.
The outside user subscription includes unlimited text messages and voice messages sent and received through Stay Connected Plus, message history, and the ability to connect with incarcerated individuals through the platform.
For incarcerated individuals, the online profile and active Stay Connected phone number cost $9.95 per month. The first month is free.
The incarcerated individual’s phone-based system usage costs $0.10 per minute. Use of the AI assistant costs an additional $0.05 per minute while using AI.
The monthly profile and phone number fee is separate from the per-minute usage cost.
What payment methods do you accept?
Stay Connected Plus accepts common online payment methods made available at checkout. This may include debit cards, credit cards, and other supported payment options.
Available payment methods may vary depending on the checkout provider.
What payment methods do you accept?
Refunds may be reviewed on a case-by-case basis.
Subscription fees, used services, message activity, phone system usage, AI usage, and completed transactions may be non-refundable unless there was a billing error or service issue caused by Stay Connected Plus.
If you believe you were charged incorrectly, contact support with your account information and the details of the charge.
Can I get a refund?
Refunds may be reviewed on a case-by-case basis.
Subscription fees, used services, message activity, phone system usage, AI usage, and completed transactions may be non-refundable unless there was a billing error or service issue caused by Stay Connected Plus.
If you believe you were charged incorrectly, contact support with your account information and the details of the charge.
Do you offer financial assistance?
Stay Connected Plus is designed to be affordable, with the first month free for both outside users and incarcerated individual profiles.
If hardship discounts, promotions, or assistance programs are available, they will be listed on the website or provided through support.