Help centre
Frequently asked questions
Answers about applications, profile review, payments, photos, safety, accounts, and how correspondence works through approved prison systems.
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What is Beyond Walls?
Beyond Walls is a profile discovery platform for adults 18 and over. It helps people discover incarcerated individuals’ profiles and learn how to connect through facility-approved communication options.
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Does Beyond Walls provide direct inmate messaging?
No. Beyond Walls does not provide direct messaging, phone calls, video visits, or money transfer services. Communication happens through approved providers or postal mail according to each facility’s rules.
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How do I submit a new profile application?
Use the Submit a new application page to enter the profile details, upload photos, complete the consent declaration, and continue to payment. The submitter email at the bottom is used for application updates.
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Can someone request a paper application?
Yes. The request-a-mail-application page lets someone request a paper packet for an incarcerated individual. The facility mailing details must be accurate so the packet can be matched and processed correctly.
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How much does a profile listing cost?
The profile listing fee is $40 per year. It covers profile review and, once approved, a 12-month public listing. Beyond Walls Connect cannot guarantee messages, replies, or that a profile will lead to a penpal connection.
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When is payment collected?
Online applications continue to secure Stripe checkout after submission. For mail-in applications, a representative can pay using the profile reference number once the application exists in the system.
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Are profiles reviewed before publication?
Yes. Applications, photos, consent information, and profile content are reviewed before publication. Beyond Walls may request changes, reject an application, pause a profile, or remove content for safety and compliance reasons.
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What photos are allowed?
Photos should be appropriate profile images. Photos must not contain nudity, weapons, minors, gang signs, gang symbols, or other unsafe or prohibited content. Every uploaded photo is reviewed.
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Can photos be uploaded for an existing application?
Yes. The upload-pictures page is for adding photos to an existing mail-in application. You’ll need the profile reference number and your relationship to the applicant.
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Can I manage a profile for someone else?
A submitter can request to manage a profile after payment, but management access remains subject to identity, consent, and safety checks. Creating an account does not automatically guarantee management access.
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What if I forgot my password?
Use the forgot-password link on the sign-in page. If an account exists for that email, you’ll receive a secure reset link.
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How do I report a profile?
Use the report-profile page if a profile appears inaccurate, unsafe, unauthorized, or otherwise concerning. Include the profile name, reason, and any helpful details so the team can review it.
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Is Beyond Walls affiliated with prisons or communication providers?
No. Beyond Walls is not a correctional facility, government agency, or prison communication provider. Users should always check current facility rules before sending mail or using a provider.
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What should I do before contacting someone?
Read the profile carefully, follow facility rules, protect your personal information, and move at a pace that feels safe. Beyond Walls cannot verify every statement made in correspondence outside the platform.
Still need help?
Contact Beyond Walls
Send support questions, reporting concerns, or removal requests through the contact page.