How do I create an eMates account?
Creating an eMates account is quick and easy:
- Visit www.emailaprisoner.com
- Select Sign Up
- Enter your details and select Register
- Complete your profile information
- Confirm your email address using the activation link sent to your inbox
Once your account has been activated, you'll be ready to send messages.
My recipient's location isn't listed. What does this mean?
If an establishment does not appear on our Locations page, it means they are not currently using the eMates service.
To find out what communication options are available, we recommend contacting the establishment directly.
Unilink regularly works with establishments and government departments to expand access to eMates. If you would like to see eMates introduced at a particular establishment, you may wish to contact the establishment directly or write to your local MP (Member of Parliament) to express your support for the service.
You can also check our Locations page regularly or follow us on social media for service updates.
How do I update my recipient’s details?
If your recipient has moved establishments or their details have changed, you can update them within your account:
- Sign in to your account
- Select My Recipients
- Click Edit next to the recipient's name
- Update the details as required
- Select Save Changes
Please note that eMates does not have access to prisoner location information. It is your responsibility to keep your recipient's details up to date.
How do I add a recipient?
To add a new recipient:
- Sign in to your account
- Select My Recipients
- Click Add Recipient
- Enter the recipient's name, ID number and establishment
- Select Add Recipient to save the details
Once added, the recipient will be available when you create a new message.
How do I delete draft messages?
To delete a draft message:
- Sign in to your account
- Select Drafts
- Click the arrow in the Actions column next to the message
- Select Delete
- Confirm the deletion when prompted
How do I delete sent messages?
To delete a sent message:
- Sign in to your account
- Select Sent Items
- Click the arrow in the Actions column next to the message
- Select Delete
- Confirm the deletion when prompted
How do I delete messages from my inbox?
To delete a message from your inbox:
- Sign in to your account
- Select Inbox
- Click the arrow in the Actions column next to the message
- Select Delete
- Confirm the deletion when prompted
How does eMates work?
Once you send a message, it is securely delivered to the selected establishment.
The way your message is delivered depends on the service available at the establishment.
Paper-based delivery
Messages are sent to the establishment for printing and distribution.
Please allow 2 business days for your message to be delivered to the recipient. Delivery times may vary depending on the establishment's internal processes, and some establishments do not distribute correspondence on weekends or public holidays.
Kiosk and in-cell delivery
Messages are delivered electronically to the establishment for review. Once approved, they are made available to the recipient on their kiosk or in-cell device.
Please allow up to 2 business days for the message to become available to the recipient.
How does the reply service work?
The reply process depends on the service available at the recipient's establishment.
Paper-based replies
When you purchase a reply, a pre-paid reply sheet is provided to the recipient along with your message.
The recipient can complete the reply and return it to staff for processing. Once approved, the reply will be delivered to your eMates inbox.
Kiosk and in-cell replies
Where available, recipients can reply directly from their kiosk or in-cell device.
Once the reply has been reviewed and approved, it will appear in your eMates inbox.
You will receive an email notification whenever a new reply is available.
Why does my name and address appear on messages?
Your name and your address may be included on correspondence to help the establishment identify the sender and process the message in accordance with their procedures.
If you have questions about how your information is handled by a particular establishment, please contact them directly.
What does "Queued for Delivery" mean?
"Queued for Delivery" means your message has been submitted successfully and is waiting to be included in the next scheduled delivery to the establishment.
Once the message has been successfully delivered to the establishment, the status will change to Delivered.
Please note that "Delivered" means the message has reached the establishment. It does not necessarily mean that it has been given to the recipient.
How can I check if I requested a reply?
To check whether a reply was requested:
- Sign in to your account
- Select Credit History
- Click the blue question mark (?) in the Amount column
This will show a breakdown of the charges associated with your message.
How do I request a reply?
When writing a message, select the option to Request a Reply before sending.
If the recipient's establishment supports the reply service, the option will automatically appear when composing your message.
My reply sheet is upside down, what should I do?
When viewing a reply sheet, use the Flip Image or Rotate Image options displayed above the image until it is displayed correctly.
How do I view my sent messages?
- Sign in to your account
- Select Sent Items
- Find the message you wish to view
- Select View
How do I view a reply?
- Sign in to your account
- Select Inbox
- Locate the message you wish to view
- Select View
How do I send a message?
- Sign in to your account
- Select Write New Message
- Choose your recipient
- Write your message
- Select Send Message
How do I send a message with photo attachments?
- Sign in to your account
- Select Write New Message
- Choose your recipient
- Write your message
- Select Upload Photo
- Add your photo attachments
- Select Send Message
You can attach up to 4 photos per message at participating establishments.
Can I stop a message after it has been sent?
Unfortunately, once a message has been submitted, we are unable to stop or recall it.
If the message was sent in error, you may wish to contact the establishment directly. They may be able to advise whether any action can be taken.
I sent my message to the wrong location, what should I do?
Please contact our Support Team as soon as possible and provide:
• The date the message was sent
• The recipient's details
• The location it was sent to
• The correct location
We will investigate this and advise you of any options available.
I am not sure where my recipient is located, How can I find out?
Unilink does not have access to information about an individual's location or establishment status.
If you are trying to locate someone in custody, you can use the UK Government's Prisoner Location Service: www.gov.uk/find-prisoner
I don’t know my recipient’s ID number, How can I get it?
You may be able to obtain the ID number from previous correspondence, deposit receipts, a legal representative, or directly from the recipient.
If you are unsure, you can use the UK Government's Prisoner Location Service.
How do I update my recipients details?
To update the location of your recipient within your eMates account please follow the below steps:
- Sign in to eMates
- Select ‘My Recipients’
- Select ‘Edit’, click on the word edit (not the drop-down arrow)
- Make the applicable changes and select ‘Save Changes’
Do recipients have to pay to receive messages?
No. eMates is free for recipients and participating establishments.
Charges only apply to the sender when sending messages, requesting replies, or adding optional services such as photo attachments.
