Frequently Asked Questions
What is a CUE?
Anytime you connect with an incarcerated person, whether through Cidnet’s Voice, Video, or Mail App, you’re doing so through a CUE—an acronym for Cidnet Utilization Event. CUEs are unique in that they depend entirely on data rather than minutes.
Are all Cidnet services (Voice, Video, and Mail) available at the jail my incarcerated person is located?
The Cidnet services offered vary from facility to facility. Contact the facility directly for more information regarding Cidnet App availability.
How do I create an account?
How do I verify my phone number?
From the main screen of your account, select the menu icon in the top right corner of the screen. From there, select “Account” and then “Phone Numbers.” Click the green “Add Phone Number” button. Proceed to enter your phone number, a description of the phone, and a verification type: text or call. Choosing the text option means you’ll receive a text message containing a 6-digit confirmation code. If you choose the call option, you will receive a call and an automated voice will read your 6-digit confirmation code. Once you receive the code, enter it on the Cidnet website and click “Verify.”
How do I add an incarcerated person to my account?
From the main screen of your account, select the menu icon in the top right of the screen. From there, select “Add Incarcerated person.” On the next screen, select the state your incarcerated person currently resides in and hit “Next.” Proceed to enter the facility the incarcerated person is currently in and hit “Next.” Search for the incarcerated person by entering their first or last name and hit “Next.” Select the correct incarcerated person and hit “Next” once more. Finally, select the correct relationship to the incarcerated person and hit “Complete.”
Why can’t I find the inmate I want to link with?
The reason for this could be:
- The inmate you’re looking for has been released from the facility, so they are no longer in that facility’s system. If the inmate has been transferred to another facility that Cidnet serves, you will need to select the new facility in Cidnet and link with the inmate there. If the new facility does not use Cidnet’s services, you can request a data buyback.
- The facility has not added the inmate to the system yet.
In either case, it’s best to contact the facility directly for further information regarding the inmate you wish to connect with.
How do I upload a photo ID?
From the main screen of your account, select the menu icon in the top right of the screen. From there, select “Account.” On the next screen, select “Photo ID.” Select the white “Browse” button. Note you will need to allow your browser access to your camera roll/pictures. Select a picture of your valid government-issued photo ID, and click “Upload Photo.”
How long will my contact request be pending?
Typically, contact requests are approved within 1-2 days of submission, but this depends on the facility and staff availability.
How do I send a Mail CUE?
From the main screen of your account, select “Mail.” Next, select the correct incarcerated person. Click in the textbox and type your CUE. Once you’re ready to send your Mail CUE, hit the green paper airplane icon. Confirm that you want to send the CUE.
Note: To read a CUE, click on the CUE and confirm you wish to read it.
How do I send a Picture CUE?
From the main screen of your account, select “Mail.” Next, select the correct incarcerated person and click into the textbox that appears. At the bottom left corner of the screen, you will see a camera icon. Select the camera icon, and then select the photo you wish to upload. Once you’re ready to send your Picture CUE, hit the green paper airplane icon. Confirm that you wish to send the CUE.
How do I schedule a local Video CUE?
From the main screen of your account, select “Videos” and then “New Schedule.” Choose “Local” with the incarcerated person you wish to schedule a Video CUE with. Then, select a date and duration. Click “Next” and select your desired slot. Select “Next” and agree to the disclaimer and compatibility disclaimer. Finally, hit “Complete.” Please be sure to arrive at the facility 15 minutes ahead of your scheduled visit.
Why did my Video CUE cut out?
If your Video CUE cut out early, check that you are connected to Wi-Fi. If you are connected to Wi-Fi, make sure that you have a good signal. We recommend that you stand somewhere near your router and try to limit your movement as the Video CUE is in progress.
Cidnet says “Device not supported.” What does that mean?
If Cidnet advises that your device is not supported, check that you are using Google Chrome as your browser. Once 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 incarcerated person/facility?
To unblock an incarcerated person 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 incarcerated person?
From the main screen of your account, select the menu icon in the top right of the screen. Select “Incarcerated persons” and choose the correct incarcerated person. From there, select “Block” and confirm you wish to block this incarcerated person.
How do I transfer data to an incarcerated person?
From the main screen of your account, select “Transfer Data.” Select the incarcerated person you would like to transfer data to. Enter the amount of data (calculated in megabytes) you wish to transfer and select “Next.” Agree to the “Transfer Terms” and select “I agree.” Finally, hit “Submit.” Please note that not all facilities allow you to transfer data.
How do I get a buyback on my data?
From the main screen of your account, select “Support” and “New Request.” For the category, choose “I would like to sell back my unused data.” Write a brief explanation as to why you would like a refund. Finally, hit “Submit.” Your request will be sent to and processed by our finance department. Funds will either be refunded directly to your account or sent in the form of a check to the listed address on your account. Please note that you will need to wait 5 days from your most recent transaction before submitting a buyback request.
Can I get credited for declined Mail or Picture Mail CUEs I sent?
Unfortunately, a declined Mail or Picture Mail CUE will not result in data being credited back to your account. Whether your CUE has been approved or denied by the facility, data is used once a CUE is sent, and there’s no way to “undo” data usage.
Why did my Video CUE lose connection?
If the video freezes at any time or drops, it is likely due to your connection. We recommend using a strong Wi–Fi or Ethernet connection as well as minimizing movement during the CUE. Since you are only charged for the amount of data you use, any unused pre-purchased data is refunded back automatically after the CUE has been processed.
The Video CUE never started, so why am I seeing that the CUE is “Complete”?
This means your inmate failed to initiate the Video CUE from their end. Inmates have a limited time to log into the device to ensure all Video CUEs stay on track with scheduling. Since the inmate did not log in, the CUE was automatically canceled, and you will need to reschedule. Don’t worry, the unused data will be refunded to your account.
Why was my card declined?
Cards may be declined for suspected fraud or low funds. However, Cidnet is not responsible for declining your transaction. You will need to contact your bank to determine whether a hold has been placed on your card. If a hold has been put on your card, it will need to be removed before you can continue purchasing data for your account.
My card was declined due to an address issue or an “AVS mismatch.” What does that mean?
Please verify that you have entered the billing address your card is associated with. If you have recently moved, you may need to use your former address. Please note that if your card is declined in Cidnet too many times, you will be locked out indefinitely. If this occurs, we recommend purchasing a prepaid Visa card. Just make sure that you register the Visa to the correct address before you attempt to purchase data.
I need help. What number can I call? (888) 984-1903
When you call this number, select prompt 2 and leave a detailed message, including your name, phone number, email address, the facility your incarcerated person is located, and tell us if you have already created an account. Our support team will then promptly reach out to you to assist.