Questions and answers

It's a text-message service for families with a loved one in a U.S. prison or jail. You text them, we send your words into the messaging system their facility uses, and their replies come back to you as texts.

Anyone 18 or older with a U.S. mobile number. Only the person who owns the number can sign it up.

Yes. You hold your own account on the messaging system their facility uses and give us written permission to send through it. If you don't have one, we walk you through it.

We send you one text to confirm. Reply YES. We send nothing else until you reply.

Every plan includes the Lazos Assistant. It is automated, and it always tells you so. It answers your questions any time, in Spanish or English, checks your orders and prints, tells you if the facility has paused messages, helps you change your number or cancel, and warns you before a charge.

A person is always one text away: text PERSON to your Lazos Assistant number any time.

The assistant only talks with you. It never writes to your loved one or pretends to be anyone, and it never changes or translates your messages.

Every facility has its own rules. Ask us to check the facility and we'll get back to you.

No. We send your words exactly as you write them. We never translate or change them.

Yes. Write the way you talk at home. Your message arrives the same way.

It depends on the facility and its messaging system, so we don't promise an exact time.

We don't send sports picks, lookups of other people, requests for money, messages about other people at the facility, or messages between two people who are inside.

Yes. The facility sets its own rules and may review messages. Keep that in mind when you write.

Yes. If you'd rather, we send your messages by mail. Just ask.

With any plan: 4x6 photo print $0.25, letter-size print $0.50 on plain paper or $1.00 glossy, extra family phone number $3 a month, and greeting card $3.99. Free prints on the Plus and Family plans count toward 4x6 prints only.

There are three plans for one person inside: Essential at $9.99 a month, Plus at $19.99 a month and Family at $29.99 a month. Every plan starts with a 48-hour free trial. Compare the plans.

Yes, on every plan. Unlimited texts are for personal messages between you and your family. We may pause accounts that send automated, bulk or commercial messages. Read the Terms.

After the 48-hour free trial, your plan renews every month at your plan's price ($9.99, $19.99 or $29.99) until you cancel. We text you before the trial ends.

Cancel anytime online in your account. No phone call needed.

Cancel within 7 days of your first charge and we refund you in full. After that there are no partial refunds. Photos and cards already sent aren't refunded.

We pause your service and let you know. You aren't charged for the pause.

By card or digital wallet, on a secure payment page.

We delete the words and photos in your messages after 90 days. We keep account records for 24 months. We don't sell your data. Read the Privacy Policy.

Reply STOP to any text from us. For help, reply HELP.

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