Hi! I understand that the InmateSales app shows your inmate contact as offline even though he's at the computer and should be online. Let's get to the bottom of this.

First, can you tell me what device and app version you're using to make the connection? Also, does this happen every time, or just occasionally? Are you both using a stable internet connection?

Meanwhile, here are some steps we can try:

1. Refresh the App: Sometimes the app doesn’t update status in real-time. Try logging out and back in to the app to force a refresh.

2. Check Location Permissions: From reports with apps in this category, sometimes turning off or revoking location permissions can affect "online" status updates. Could you try disabling location permissions for the app temporarily and see if the status changes? (This won’t affect core functionality but can sometimes fix visibility issues.)

3. Confirm Inmate Side: The inmate’s terminal might have session limits or network issues. If possible, ask if they see any connectivity warnings or “busy” status on their device.

4. Network Stability: Since these apps rely on network infrastructure in jails, intermittent connectivity or firewall settings might cause the inmate to appear offline despite being physically present.

5. App Updates: Make sure both of you are using the latest version of InmateSales. An update can fix known bugs about status reporting.

If you’ve tried these already, please let me know what you’ve done, and I can dig deeper, such as checking account permissions or if there might be a server-side issue.

Does this sound good? Let me know your device and any steps you already took, so I can help tailor the fix!