How do I sign up for Homewav video visitation?
How Do I add Funds to my account?
Note* You must be logged onto homewav.com to add funds. The app will not provide you with this option.
How Much does Homewav Cost?
Most facilities charge 50 cents per minute for video visitation and 1.00 for video messages. There is a $1.00 fee for any purchase. All “Talk to me Funds” can only be used between the inmate and the visitor who owns the account.
Why is my Card is not being Accepted?
We ask that you first contact the card issuer to make sure that the card information you are entering matches the information that is on file for that card.
How does the Inmate Know I am Logged on and Ready to Visit?
First, please make sure there are funds in your account and that you are marked as “appear online”.
The moment you log on, the Homewav screen at the facility will light up green and display the inmates name. This informs the inmate that they have a visitor that is now logged on. Once the inmate sees the notification, he or she will initiate the call.
When the inmate initiates the call, a ringing sound will take place and a pop-up box will appear, asking you if you want to accept the call.
Note* If this is your first time using HomeWAV, we suggest staying logged on for at least 5-10 minutes before you log out and try again later.
Why are my Videos Freezing?
Freezing and lagging are due to a poor internet connection. In order to have a quality video visit, your internet connection must be strong.
*Note: We routinely review facility internet speeds for quality assurance and only contract internet providers to the facilities that are capable of providing above the necessary internet speeds to conduct our video visits
Do I have a high enough Internet/WIFI Speed to do a video visit?
If you are using a computer, please click on the button that says run “Internet Speed Test”. This link will take you to the free www.speednet.com site and measure your upload and download speeds. If you are using a phone or a tablet, please download the free OOKLA Speed Test app. You will need a Ping number below 50. You should have a minimum of 1.5MBs (or higher) for both, your upload and download speed in order to have a quality video visitation.
Why is my upload and download speed important?
Your download speed is the rate at which the inmate’s video is transferred to your computer. The upload speed is the rate that your video is transferred from your computer to the Inmate. If your download speed is weak, you may experience that the inmate is freezing on your screen. If your upload speed is weak, you may appear to be freezing to the inmate. It is always important to run a speed test before initiating a live video visit.
What affects the quality of the visits?
Quality of equipment being used
Connection speed of your PC to the Internet
Connection & performance of your Internet
Overall Internet traffic for your routed connection
What may be weakening my connection?
Will Homewav Review my Videos if there is an issue?
Yes, please contact us immediately if you are experiencing any major, ongoing issues so that we can determine the source of the issue. Homewav does not review video calls that are older than 72 hours.
How does the Video Review Process Work?
When we review a past video call, we are able to see both the inmate’s and visitor’s screen. We then look for lagging, freezing, and audio issues on both screens. This enables us to determine if the connection issue is due to the visitor’s connection or the inmate’s.
Note: HomeWAV is not responsible for the quality of the visitor’s internet connection or for the setup and operation of your computer, web camera, or other hardware. Problems related to your Internet connection or hardware should be directed to your Internet service provider or a qualified computer repair technician.
What does the Yellow Indicator mean?
The yellow indicator means that you are “waiting to be approved.” The facility will review all new visitor accounts before approval. The facilities have asked for 1-2 business days from when you set up the account, to grant or deny approval. We appreciate your patience during this time. You will know your account is approved once the indicator has turned red.
What does the Blue Indicator mean?
The blue indicator means the visitor’s visitation privileges are not approved. Note* The most common reason a visitors account is not approved is due to pictures not being uploaded properly or blurry pictures. If you see a blue dot, please click on the “Your Account” tab and check your photos. If they do not appear or are not easy to view, please upload new photos, call the jail, and let them know you have made these changes. Feel free to call us if you have questions.
How do I request a refund on left over funds?
Please email us at email@example.com with your refund request. All REFUNDS are subject to a $7.50 processing fee.
Note* refund requests must be sent from the email address of the registered visitor
How do I transfer funds from one inmate to another?
If you have multiple inmates and would like to transfer your funds to a different inmate, please call or email us at firstname.lastname@example.org and include the following information:
Can I use HomeWAV on my smartphone or tablet?
Yes, the Homewav account must be set up first, at homewav.com. Once you have added funds to the account, you will need to install the Homewav app onto your phone or tablet. You must log in through the app and wait for the inmate to initiate the call. Note* You cannot add funds or make any changes to your account information through the app. These options are only available through the website. The app should be solely used for video visitation.
When using my computer, why do I see a blank screen when the inmate calls?
If you see a blank screen when the inmate calls, click on “Test your Audio and Video” If you see a message that says “Flash not Detected”, you must install the latest version of Adobe Flash Player onto your computer.
What are the minimum PC requirements?
Computer with Windows Operating System
High speed Internet Browser & Adobe Flash Player
Speakers or Headphones
Camera and microphone