Frequently Asked Questions

Frequently Asked Questions

TABLE OF CONTENTS

My video visit cut out.

If your video visitation cut out early, then you will want to check that you are connected to Wi-Fi. If you are connected to Wi-Fi you will want to make sure that you have a good signal. It is recommended that you stand somewhere near your router and do not move a lot during the video visitation.

Do I need an ICENET or CIDNET Account?

Use these fields to select the correctional facility where your inmate is being held. Then click Submit to learn what account you need. If your correctional facility isn’t listed, please call them directly to learn more.

How do I create an account?

You will want to navigate to our website customer.cidnet.net. Once the app is downloaded you will want to click “Register”. From there enter your email, your time zone, and your first and last name. Then select create an account. Please select the state and facility the inmate resides in. Read and accept the “Terms of Use”. You will then receive an email containing a link to verify your account. If you do not see this email, please check your spam folder. Click the link and then proceed to enter your security pin. Choose two security questions and answers. Then finally create your password and click sign in.

How do I verify my phone number?

From the main screen of your account select the menu icon in the top right of the screen. From there you will want to select “Account” and then “Phone Numbers”. Click the green “ Add Phone Number”. Proceed to enter your phone number, a description of the phone, and a verification type. If you choose text then you will receive a 6 digit confirmation code by text. If you choose call then you will receive a call and a bot will read you the 6 digit confirmation code. Once you have chosen your verification type click “Send Verification Code”. Once you receive the code enter it back into the website and click “Verify”.

How do I add data?

From the main screen of your account select the menu icon in the top right of the screen. From there you will want to select “ Add Data”. Enter the amount of voice minutes, video minutes, and standard messages you would like to purchase. Please note that data is universal throughout all three of our applications. Once you have entered the correct information select “Next”. Enter your card number, expiration month, expiration year, and CVV. Then enter the correct contact information such as your first and last name, phone number, address, city, state, and zip code. Once done select “Next” again. Read and agree to Terms of Use and Compatibility Waiver. Review your data purchase request and then submit.

How do I add an inmate?

From the main screen of your account select the menu icon in the top right of the screen. From there you will want to select “ Add Inmate”. On the next screen select the State your inmate currently resides in and then hit “Next”. Proceed to enter the facility the inmate is currently in and hit “Next”. Search for the inmate by entering their first or last name and then hit “Next”. Select the correct inmate and hit next. Finally, select the correct relationship to the inmate and hit complete.

How do I upload my Photo ID?

From the main screen of your account select the menu icon in the top right of the screen. From there you will want to select “Account”. On the next screen, you will want to select “Photo ID”. Select the white “browse” button. Note you will need to allow your browser/app access to your camera roll/pictures. Select the picture of your valid government-issued photo ID. Then click “Upload Photo”.

How do I conduct a remote video visitation?

From the main screen of your account select “Videos”. Then click new schedule. Choose “Remote” with the inmate you wish to conduct a video visitation with. Then select a date and duration. Click “Next” and then select the time you want. Select “Next” then agree to the disclaimer and compatibility disclaimer and click “Complete”. When the date and time arrive log into your account 5 minutes early to make sure everything is working properly. At the selected time click “Launch”.

How do I send a mail message?

From the main screen of your account select “Mail”. Then select the correct inmate. Click in the text box and type your message. Then hit the green paper airplane icon to send the message. Confirm that you want to send the message.
Note: to read a message you will have to click on the message and confirm you wish to read it.

How do I send a picture message?

From the main screen of your account select “Mail”. Then select the correct inmate. Click in the text box. At the bottom left of the screen, a camera icon will appear. Select the camera icon and then select the photo you wish to upload. Then hit the green paper airplane icon to send the message. Confirm you wish to send the message.

How do I conduct a local video visitation?

From the main screen of your account select “Videos”. Then click new schedule. Choose “Local” with the inmate you wish to conduct a video visitation with. Then select a date and duration. Click “Next” and then select the time you want. Select “Next” then agree to the disclaimer and compatibility disclaimer and click “Complete”. When the date and time arrives show up at the facility 15 minutes early to make sure everything is in order.

CIDNET says “Device not supported”

If CIDNET tells you that your device is not supported, then please make sure that you are using Google Chrome for all Windows and Android devices. Note for Android phones the Cidnet app can also be used. For all Apple devices use Safari. After you have ensured you are using the correct browser make sure that you have allowed the browser access to your camera and microphone.

How do I unblock an inmate / facility for calls?

To unblock an inmate or facility you will need to contact CIDNET support. You can leave a ticket through the “Support” button on the main account page.

How do I block an inmate?

From the main screen of your account select the menu icon in the top right of the screen. Select “Inmates” choose the correct inmate. From there select “Block” and confirm you wish to block this inmate. Note to unblock an inmate follow these same steps.

How do I transfer data to the inmate?

From the main screen of your account select “Transfer Data”. Select the correct inmate in which you want to transfer data to. Enter in the correct amount of voice minutes you wish to transfer and then select “Next”. Agree to the “Transfer Terms” and then select “I agree”. Finally, select Submit.

How do I get a refund?

From the main screen of your account select “Support”. Then click “ New Request”. For the category choose “I would like to sell back my unused data”. Then write a brief description of why you would like a refund. Finally hit submit.

CIDNET says “E115:Error” what does that mean?

You will want to make sure that you did not disable your camera in your phone settings. When you click on settings you can check the camera option to make sure that in browser you have the camera enabled as well as from the application level in your phone settings that you do not have the camera turned off. If the camera is turned off it will give you that message that the video is null.

Why did my visit fail?

The majority of these problems occur due to a bad network connection on your end. We recommend using a strong WiFi or Ethernet connection as well as minimizing movement during the visit. If the video freezes at any time or drops, it is likely due to your connection. Fortunately, customers are only charged for the exact amount of data that they use during the visit. The unused scheduled time is refunded back automatically after the video is processed. Sorry for any confusion and please let us know if you have any more questions.

Why was my card declined?

Cards may be declined for suspected fraud or low funds. However, CIDNET is not responsible for declining your transaction. In this instance you will need to contact your bank to make sure there is not a hold on your card and if there is you will have to request that the hold be taken off.

I don’t have a U.S. based credit or debit card. Can I purchase Data?

Unfortunately, not at this time. Our payment processing system only accepts payments from U.S. based credit or debit cards, though you do not have to be in the U.S. to use CIDNET, as an internet connection can reside anywhere.

CIDNET is stuck on “Downloading New Version”

Normally, you should allow CIDNET to complete updating the public portal without interrupting.

However, if CIDNET gets stuck with this message (30 minutes) there may be another problem at work. If this happens to you, clear your browser’s cache to solve the issue.

If you don’t know how to do that, you can search for an online guide similar to this one:

Indiana University’s Guide to Clear Your Cache*


*Please note that Encartele does not endorse or condone the information contained in the link posted above. By leaving www.cidnet.net, you operate at your own risk.