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Your account
I forgot my password.
Use Reset password. We'll email a secure link that expires after one use.
How do I change my email or phone?
Open Account in your dashboard. Changing your email requires confirming the new address.
Does the membership cost anything?
The Bridge Pass is free during launch. If that ever changes you'll be told the price before any charge.
Adding your loved one
Which states can you look up automatically?
Texas and Nebraska publish official data we can check. Everywhere else — including federal (BOP) — you choose the state, facility type and facility yourself, and we give you the agency's official locator link to confirm the ID number.
Their facility isn't listed.
Choose “My facility isn't listed” and type the name. Our team reviews it and adds it to the directory.
They were transferred.
Open Loved one and edit the facility. Where official data exists, use “Re-check” to refresh it automatically.
Why is their status “pending verification”?
We confirm every loved one before sending money. You can keep earning credit while this happens — nothing is lost.
Savings & commissary credit
How is credit calculated?
12.5% of what you pay after your 25% discount. A $200 purchase → $50 saved → $150 paid → $18.75 credit.
Why is my credit “pending”?
New credit is held for 30 days so returns can be reflected accurately. After that it becomes available.
A purchase was refunded.
The matching credit is reversed on your ledger. If it was already sent, it's recovered from future credit — you're never billed.
Payouts to commissary
When can I send credit?
Payouts aren't open yet. Your credit is tracked safely until they are, and we'll email you. See the Payout Terms.
Is there a minimum?
Yes — $10.00 of available credit, and one payout per loved one in progress at a time.