Q: I forgot my password.


A: Click the HELP ME button and type in your login ID or email address. An email will be sent with your login and password information. It will come from AUTO MAILER. The subject line will say “Your requested login information”. If you do not see the email, check your SPAM folder. If you do not get an email, you will have to create a new account with a new email address. We have no access to your account or passwords information.



Q: Can I cancel or refund an inmate deposit?


A: No. Once a deposit is submitted, it is sent to the inmate for use. If the inmate is released, these funds will be provided to the inmate.



Q: Can I cancel or refund a pending order after the inmate has been transferred or released?


A: Once an order is submitted, it will be processed and sent to the facility. This cannot be cancelled.


   NOTE: Refunds will be issued when the facility sends the package back to the warehouse. This typically takes 7-14 days after the delivery date. Please check with the facility for their return policy. Some facilities do not return orders for RELEASED inmates as they are required by the facility to pick them up. WE DO NOT REFUND the shipping and handling if the package is returned for a refund.



Q: Why am I getting errors when trying to go to the deposit webpage?


A: Due to recent upgrades to our website some users may experience error messages when attempting to make deposits. Please make sure you are using an updated browser (i.e. Internet Explorer 11+, Firefox 39+) that has Javascript enabled. Please note that some handheld devices and tablets will no longer work with our improved security. The best results are usually achieved by using a computer running Windows 7 or newer.



Q: Do you take prepaid credit cards?


A: No. We currently are NOT able to process any prepaid credit or debit cards.



Q: What types of credit cards do you accept?


A: McDaniel Supply accepts VISA, MasterCard, and Discover. Note: We cannot accept cards that receive government supplement funds. (SSI, FASFA, Child Support, etc)



Q: When making an online deposit I receive an error message saying the "Billing Information does not match" or an "address mismatch" or an "AVS mismatch". Why?



   A: The address that you provide us must be the billing address that is on file with your bank. This may be different than your mailing address. Please check with your bank if you are unsure. When entering the street address please make sure that you do not use any abbreviations. Spell out words like: apartment, street, avenue, boulevard, as well as number streets. For example 24th St. would become Twenty Fourth Street, etc. We have found the most common errors are with the address line and the zip code line.


   B: Your financial institutions fraud protection is blocking the transaction. Call the number on the back of your credit card to speak to a representative in your institution’s fraud department. This can only be resolved by your financial institution.


   C. Fraud protection protocols implemented by card processing companies are restricting cards that use PO BOXs for online purchases. If your billing address is a PO BOX, you may have to get your financial institution to change it to a residential address.



Q: Why does my credit card information disappear after I click "Submit" on the billing screen?


A: This error is common if the credit card information is not entered correctly. When typing the credit card number please enter all sixteen digits straight through without any spaces or punctuation. The expiration date needs to be entered in the two digit month followed by the two digit year format. (e.g. January 2019 becomes 0119). This error can also be caused by trying to make the deposit on a cell phone or tablet. Often times the cell phone or tablet will try to correct the spelling of one of the words automatically as you type it into the security challenge box causing an error. If this happens the best solution we have found is to make the deposit from a computer instead of the mobile device.



Q: Can I make deposits using my cellphone or tablet computer?


A: Many smartphones and tablets are capable of utilizing the internet deposits website. However, due to the varying nature of these devices, we cannot provide support for them. We will be implementing a version that will expand mobile device compatibility in the future.



Q: Why have you declined my card but there is a hold on my money?


A: For every attempted transaction the financial institution will place a hold on the requested funds. If the transaction is approved the money is then transferred. If the card is declined the financial institution releases the hold on the money and it should be available to you again in three to five business days. However, the amount of time it takes for the release to go through depends upon the financial institution.



Q: How much money is on my family member or friend’s account?


A: McDaniel Supply Company can not reveal the amount of deposits, frequency of deposits, or balances.



Q: What happens if my family member or friend gets transferred to another facility?



   A: The facility issues a check to the inmate for their balance upon release or transfer to another facility. Should the inmate not receive their funds they need to contact the facility and give them their information along with the address for the check to be mailed to. This is not controlled by McDaniel Supply Company.


   B: Online orders will be returned back to our warehouse for a refund.



Q: What happens to family member or friend’s funds upon release?


A: All remaining funds are released to the inmate via check or release card. This is determined by the facility that is housing the inmate and not McDaniel Supply Company.



Q: I received a “Duplicate Transaction” error when trying to make deposit online. Why?


A: Please restart your computer and this should fix your problem.



Q: Once I have deposited money and received my receipt, how long does it take for the money to be available to the inmate?


A: Most deposits are on the inmate's accounts within minutes. This does depend on the facility and their internet connection. If it has been more than 48 hours, please contact us.



Q: How will the inmate know when he/she has received a deposit?


A: Inmates have access to either one of the following; Kiosk, tablet, or phone system. This will show the updated balance.



Q: Can I use my inmates credit/debit card?


A: We do not suggest doing this. If there is ever an issue, we can not disclose any information about the transaction with you. We can only discuss transactions with the card holder. The only exception is if it’s a joint account and you would have to have the bank on 3 way to verify you have permission to discuss the transactions.



Q: How do I know if my payment went through?


A: You will get an email confirmation within 10 minutes letting you know that your transaction was successful. If you need assistance, YOU MUST BE the CARD HOLDER in order for customer service to assist you. If you cannot find the receipt in your inbox, please check your spam folder.



Q: Does McDaniel Supply Co. ever automatically charge me for any recurring services?


A: NO. We do not offer any services that automatically or on a recurring basis charge your credit card.



Q: Can you make deposits or purchase items over the phone for me?


A: No. We cannot collect your account information or make purchases for you over the phone.



Q: I did not get an email receipt or I did not get my password reset email.


A. Please check your spam folder. The sender of the message will appear as AUTO MAILER.



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