Recently went through the same thing. The person was moved twice so all the money on the app was lost since it was a different system at a different prison. Then at the last place, they changed vendors and the money on the app was lost again. I could've gotten it back, but I would've had to jump through a bunch of hoops and made a bunch of calls so I didn't worry about it which I'm sure is what they were hoping for by making it such an ordeal in the first place.