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Friends & Family: How To

We Cover Some Frequently Asked Questions Here.

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HomeWAV is proud to connect those who are incarcerated with their friends and family via a safe, easy-to-use platform. In addition to our software solutions, we are also available to help troubleshoot some of your common challenges. Please contact us or the corrections facility for further support.

 

How do I create an account?

You can create an account online or through our mobile inmate visitation app.

For computer users, go to homewav.com to sign up. We suggest you use a Chrome or Firefox internet browser for the best user experience.

For mobile users, please download the free HomeWAV mobile app via the app store. It is available for iOS and Android users.

In order to set up your account, you’ll need to upload a profile picture of yourself that is head-on, from the shoulders up, and with no filters or alterations to the image. You’ll also need to upload a clear, readable picture of your government-issued ID. Acceptable IDs include your license, state ID, or passport.

How can I add funds to my account?

Log into your HomeWAV account and click “Add ‘Talk to Me’ Funds.” Enter the number of dollars you want to add to your account and click “update.” Choose how you’d like to pay; we accept credit, debit, or prepaid cards.

You can add funds to your loved one’s HomeWAV account via the website, on our mobile app, through PayNearMe at a local store, or through our automated phone payment system.

How can I tell if my account has been approved?

Once your account has been approved by the detention facility, you will receive a notification every time your incarcerated loved one logs into a HomeWAV kiosk.

In most cases, your account will be reviewed within a 24-hour time period, and the review process typically doesn’t take more than two days. When you open the HomeWAV app or log in, your loved one will receive a notification that you are available, and they may initiate a video call.

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How To Videos

HomeWAV Mobile App: Create an Account

HomeWAV Mobile App: Receiving a Video Call

HomeWAV Mobile App: Schedule Onsite/Lobby Visit

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Frequently Asked Questions

How do I create an account?

You can create an account online or through our mobile inmate visitation app.

For computer users, go to homewav.com to sign up. We suggest you use a Chrome or Firefox internet browser for the best user experience.

For mobile users, please download the free HomeWAV mobile app via the app store. It is available to iOS and Android users.

In order to set up your account, you’ll need to upload a profile picture of yourself that is head-on, from the shoulders up, and with no filters or alterations to the image. You’ll also need to upload a clear, readable picture of your government-issued ID. Acceptable IDs include your license, state ID, or passport.

How can I add funds to my account?

Log into your HomeWAV account and click “Add ‘Talk to Me’ Funds.” Enter the number of dollars you want to add to your account and click “update.” Choose how you’d like to pay; we accept credit, debit, or prepaid cards.

You can add funds to your loved one’s HomeWAV account via the website, on our mobile app, through PayNearMe at a local store, or through our automated phone payment system.

How can I tell if my account has been approved?

Once your account has been approved by the detention facility, you will receive a notification every time your incarcerated loved one logs into a HomeWAV kiosk.

In most cases, your account will be reviewed within a 24-hour time period, and the review process typically doesn’t take more than two days. When you open the HomeWAV app or log in, your loved one will receive a notification that you are available and they may start a video call with you.

What are the steps for creating an account?

  1. Download HomeWAV’s mobile inmate communication app or go to homewav.com. Click “Sign up here.”
  2. Enter your login and personal information. Be sure that everything is accurate and spelled correctly. Click the box to agree to the terms of use. Click “sign up.”
  3. Confirm your identity through text, voice call, or email. Enter the code you’ve received. Select the detention facility that your incarcerated loved one resides in. Choose the name of the inmate you wish to connect with. Select your relationship with the inmate.
  4. Upload a photograph of yourself. Your profile picture should be a clear picture of yourself that’s head-on, taken from the shoulders up, and with no filters or alterations.
  5. Upload a photograph of your photo ID. To take a photo of your government ID, place your ID on a flat surface with natural light and no glare. Take the photo in landscape mode to match the shape of the ID. Bring your phone in close so that there is no background showing behind the ID, and be sure that the smallest print on the ID is readable. When uploading your photo, be sure to select the largest-sized attachment available to ensure your photo isn’t stretched by the system. Click “save.”
  6. The detention facility will now review your account.

What is the cost of HomeWAV?

It is free to create an account with HomeWAV, and our mobile app is also available to download for free. Users pay per minute to communicate with an incarcerated loved one. The fees and services are set independently by each corrections facility, but most fees are between 10 and 30 cents per minute depending on the service provided. Some messaging features are less than one cent per character.

Can I transfer funds from a certain inmate to another?

Yes, it is possible to transfer funds between inmates’ accounts. If you know multiple inmates and would like to transfer your funds to a different inmate, please call or email us and include the following information:

  • The name of the HomeWAV account holder.
  • The number of minutes you would like transferred.
  • The facility name.
  • The name of the inmate you’d like to transfer the funds from.
  • The name of the inmate you’d like to transfer the funds to.

My account has NOT been approved. What can I do?

Approval of accounts is at the discretion of the corrections facility. HomeWAV does not participate in the approval process of accounts, nor do we suspend accounts (outside of financial fraud situations). Please contact the facility administrator for more information if your account is denied.

Each visitor’s account is reviewed by the corrections facility for approval, and accounts might not be approved for various reasons. Most commonly, accounts are not approved because the information in your registration is incorrect or misspelled, you do not pass a background check, you have been previously incarcerated, the inmate has requested ‘no contact,’ your photos do not meet our guidelines, or you have breached facility policies.

Please review all information provided in your account registration to ensure it is correct, and especially that your address and name are spelled correctly.

Also, be sure that your photos meet our guidelines. Your profile picture should be a clear picture of yourself that’s head-on, taken from the shoulders up, and with no filters or alterations to the image.

To take a photo of your government ID, place your ID on a flat surface with natural light and no glare. Take the photo in landscape mode to match the shape of the ID. Bring your phone in close so that there is no background showing behind the ID, and be sure that the smallest print on the ID is readable. When uploading your photo, be sure to select the largest-sized attachment available to ensure your photo isn’t stretched by the system.

I am an attorney, legal representative, or clergy visitor for an inmate. Do I need a special account?

Yes. Inmates’ attorneys, legal representatives, clergy visitors, or spiritual counselors should sign up for a special account to ensure privacy and confidentiality. These accounts are allowed special permissions, including no recordings and free calls.

To create a special account, go to homewav.com and create an account. Fill out the form and include the address that is listed on your government-issued ID. Choose how you want to receive our secure verification code (via text or email) and enter it. Text is preferable to email, as the email might filter to spam or delay your verification code. Click on the “account” tab and then the button that says “add inmate.” Choose the appropriate facility, inmate, and relationship. Click “save.”

Some facilities might require you to provide photo identification. Please include a profile photo of yourself that is head-on, taken from the shoulders up, and with no alterations or filters applied to the photo. You might also need to provide a copy of your valid bar card.

Ultimately, the approval of accounts is at the discretion of the corrections facility. You will see a yellow marker next to the inmate’s name until the account is reviewed.

We suggest you use a Chrome or Firefox internet browser for the best user experience.

What happens after my account has been approved?

Once your account has been approved by the detention facility, you will receive a notification every time your incarcerated loved one logs into a HomeWAV kiosk.

In most cases, your account will be reviewed within a 24-hour time period, and the review process typically doesn’t take more than two days. When you open the HomeWAV app or log in, your loved one will receive a notification that you are available and they may start a video call with you.

Does HomeWAV allow refunds?

Yes. Refunds are usually processed within one to three business days of a request and require three to five additional business days for the funds to return to the card used to purchase. There is a fee associated with a refund request, however. We might waive that fee under certain circumstances, such as your account never being approved or the corrections facility terminating their service.

I can’t remember my password. Can I change it?

You can reset your password here. A link to reset your password will be sent to the email address associated with your account

To request a forgotten username, please contact Customer Support.

 

 

How will my loved one know that my account has been approved?

Inmates can view their approved visitors on their account. Once you have been approved, you will appear on their list. If an inmate cannot see you on their list, it is likely because your account is pending review or has been denied.

The HomeWAV kiosk at the detention facility will display which inmates have visitors available on its screen. The inmate can then initiate a phone or video call. Please note that you must have the app open to be viewed as “online” to your inmate. You must also have the appropriate funds on the account for the call to go through.

Be sure to check your phone settings and make sure that you have enabled notifications from the HomeWAV app in your settings. This will allow you to receive a notification every time the inmate logs on.

I had an issue with a call. Can HomeWAV help me?

HomeWAV will review inmate video calls upon request to ensure a good call experience or help clarify any issues. When we review calls, we are able to see both users’ screens. We look for any technical issues in the video, such as lagging, freezing, or audio issues. We hope to determine the source of the issue to prevent it in future calls. Unfortunately, we cannot review inmate video calls that are older than 72 hours.

A solid internet connection is required for a smooth call. HomeWAV is not responsible for the quality of the visitor’s connection or the setup of your computer and hardware. Please contact your internet service provider for any connection issues.

How will my inmate know there is money on their account?

Inmates can view their account balance when logging into the HomeWAV kiosk.

What is the difference between the “Talk to Me” fund and the “Inmate General Fund?”

The “Talk to Me” fund is money that can only be used between your account and your inmate’s account. Inmates cannot use this money to communicate with other visitors. Similarly, other inmates on your account will only have access to the funds you place in their names.

The “Inmate General Fund” is only available at select facilities, and the inmate can use it to contact whomever they wish. This fund is private for the inmate. No visitor may have access to the balance or have the activity on this account disclosed to them.

What does it mean to “schedule a visit?”

“Schedule a visit” is a feature on the app that allows you to schedule an on-site visitation. This reserves your visitation station at the facility. It cannot be used to schedule a video call because you do not schedule video visitations in advance, similar to phone calls.

The HomeWAV ByPAS™ scheduling software allows inmates and visitors to schedule on-site visits quickly and easily — all without the assistance of facility staff.

Video Tutorials

Connecting with your incarcerated loved one might be a new experience for you. For what to expect when using HomeWAV, see our video tutorials.

Forms

• BAIL BONDS FORM – Click here in order to get connected. Bail bonds forms are available for bail bonds agents who wish to use HomeWAV.

• REFUND FORM – Click here. Recently released inmates may request a refund for their remaining funds.

• PAY NEAR ME REFUND REQUEST FORM – For deposits made through a PayNearMe location, please fill out the refund form here.

For further support, please contact Customer Support by clicking here.