ConnectNetwork Help | FAQ about our services and features

Phone & Messaging Services

AdvancePay

Q: What is AdvancePay Phone?

A: AdvancePay Phone is a prepaid phone account that is established on your telephone number that allows you to receive calls from jails or correctional facilities serviced by ConnectNetwork. Phone calls will be received based on the available balance attached to your phone number. To learn more our AdvancePay service, visit the AdvancePay page. To find out if your location offers AdvancePay, visit our Facilities page.

Q: How do I set up my AdvancePay Phone account?

A: To set up a new AdvancePay Phone account on ConnectNetwork.com, sign in to your ConnectNetwork account and ensure that you have added a facility to your account that offers the AdvancePay service. Once available, the AdvancePay service will be available via the Dashboard and the left menu.

The first time you click either link, you will automatically be taken through the setup process. You will be required to enter a phone number, select a variety of preferences, and choose the State/Facility that will be able to call the phone number.

Q: Can I have more than one AdvancePay Phone account setup on my ConnectNetwork account?

A: You may set up as many AdvancePay accounts as you would like. You may be required to fund each AdvancePay account separately, depending on the facility.

Q: Can I use a cell phone to receive calls?

A: Each facility has different rules regarding calls made to cell phones. Check with your facility to confirm that this option is available. If your facility approves the use of cell phones, you may add the number to your AdvancePay account. Custom ringback tones (the sound heard by the calling party when they dial your number) may prevent your call from being received and could possibly put a block on your phone number. It is advised that you remove all custom ringback tones on your phone.

Q: Can I call an inmate?

A: No, you can only receive calls.

Q: Can I block incoming calls from an inmate?

A: Yes. You may block your phone number from an inmate and/or facility by listening to the prompts on the line and pressing the corresponding number to have the inmate and/or facility blocked.

You can also request your number to be blocked by printing a copy of your phone bill and mailing it to us. The copy of the bill must show that you are the owner of the phone line by including the page with your name, address, and the phone number. On your bill, you will need to write: “I want my calls blocked from ______ facility”. Then sign and date your request before mailing it to: PO Box 2868, Mobile, AL 36652.

If you want multiple phone numbers blocked from a specific facility, you must send a copy of each phone bill for each phone number you want blocked.

To contact us via phone, please call the appropriate number for the division that provides the correctional phone service to only block that division of GTL:

• GTL: +1 (877) 650-4249
• VAC: +1 (800) 913-6097
• DSI: +1 (888) 949-3303

Note: If you request a block to your phone number via postal mail, it will be blocked from receiving calls from all facilities served by ConnectNetwork, GTL, DSI, and VAC.

Q: Why are my calls being blocked? How do I unblock my phone number?

A: If you already have an AdvancePay account and calls are not being received, check to make sure you have sufficient funds in the account. If there are insufficient funds in your account to pay for a 5-minute call, then the call will not be completed. To ensure you meet the minimum requirement, check the rates by clicking Rates and Fees at the bottom of the page when you sign in to your ConnectNetwork account.

If you have enough money on your AdvancePay account and your calls are still being blocked, please contact Customer Service to request your number be unblocked. They will determine the reason for the block. If it is the result of a customer requested block, in order to unblock your phone number, we will need your account password, as well as the name and address listed on the account. Your phone number will be unblocked within one business day. If the block is a result of a technical problem, it may take a few business days to resolve.

If you intentionally blocked your phone number from an inmate and/or a facility, and you now want it unblocked, you will need to mail a copy of your phone bill to us. Include the page of the bill that shows you are the owner of the phone with your name, address, and phone number on it. On the bill, you will need to write: “I want to unblock calls from _______ facility”. Sign and date the request before mailing it to: PO Box 2868, Mobile, AL 36652.

If your number was blocked by the facility, please contact Customer Service to request your number be unblocked. Customer Service may email the facility to make an inquiry on your behalf. The facility may decide that the block can be removed or that the line owner must contact them to have your number unblocked. This process may vary from facility to facility.

To contact us via phone, please call the appropriate number for the division that provides the correctional phone service to only unblock that division of GTL:

• GTL: +1 (877) 650-4249
• VAC: +1 (800) 913-6097
• DSI: +1 (888) 949-3303

Note: If you request to unblock to your phone number via postal mail, it will be unblocked from receiving calls from all facilities served by ConnectNetwork, GTL, DSI, and VAC.

Q: I have set up my AdvancePay account on ConnectNetwork, but I am unable to receive calls. What now?

A: First, make sure there are enough funds in your AdvancePay phone account to receive calls. If the phone number is blocked and you now want to receive inmate calls, contact our call center at +1 (877) 650-4249. If you did not request a block and believe that your phone could be blocking your calls, it could be your phone service or the status of your account with your phone service provider.
If you are still unable to receive calls after following these steps, contact Customer Service for assistance.

Q: How do I make a deposit to my AdvancePay Phone account on ConnectNetwork?

A: Once your AdvancePay account is set up and you are signed in to your ConnectNetwork account, you can make a deposit by clicking the Add Funds button in the AdvancePay area on your Dashboard. You may also click AdvancePay from the left menu and select the button for Add Funds to begin the process of making a deposit.

Q: How do I find my AdvancePay account balance?

A: You can check your account balance two ways. Call our automated system by dialing +1 (800) 483-8314 and select the option to check your balance OR sign in to your ConnectNetwork account and view the balance directly on your Dashboard.

Q: Do you offer a monthly or unlimited plan for calls?

A: We do not offer monthly or unlimited plans. However, our automated system allows you to store a credit card on your secure account that can automatically reload your balance when it reaches a pre-determined threshold. Using this method, your account will always be available to accept calls.

Q: I have money on one telephone number, but I have added other numbers to my ConnectNetwork account. Will the money cover calls to these other numbers?

A: Each phone number that you add to your AdvancePay account is managed separately and therefore you will need to deposit separate funds for each one. You may, however, use the same phone number for multiple facilities. In this circumstance, depending on the facility, you may not need separate AdvancePay accounts.

Q: What happens to my AdvancePay account when the inmate who calls me is moved from one ConnectNetwork facility to another?

A: Ordinarily, the same account remains active so there should be no interruption in service. However, in some cases, contracts can be incompatible (i.e. a facility not serviced by GTL). When this occurs, account holders must close the former account, obtain a refund for any unused funds, and open a new account for the new location. Call +1 (877) 650-4249 to speak to a representative if you have questions or concerns.

Q: How do I close my AdvancePay Phone account?

A: Closing an AdvancePay account online is available for select facilities. Sign in to your account and select Close Account from the within the AdvancePay page. Follow the prompts to confirm you’d like your account closed. If there is an unused balance in your account, we are happy to issue you a refund. You will need to confirm your address to receive your refund check in the mail. If the address listed is not correct, please update it before you close your account. Learn more about refunds.

Q: I am an international customer and want to accept inmate calls on an international telephone number. Is this allowed? How do I get set up?

A: GTL provides access to nearly 200 international destinations for inmates at facilities where international calling is allowed. More information on what international calling costs and how to set up an account can be found here.

Q: I am an international customer and want to send and receive inmate messages. Is this allowed? How do I get set up?

A: Currently, only the Illinois and Pennsylvania Department of Corrections facilities offer messaging for international customers. More information on international messaging can be found here.

Q: What if my call is cut off or disconnected?

A: If your call is cut off or disconnected prematurely, less than 5 minutes after you were connected, you can contact Customer Service to request an investigation. You will need to identify the date/time of the call as well as the facility and the inmate’s first and last name.

There are NO refunds for calls that are cut off or disconnected prematurely, or for calls with poor voice quality, made to cell phones, or processed through any type of call forwarding service or a movable (nomadic) Internet-based telephone service (such as Google Voice or MagicJack). All other refund requests will be evaluated on a case-by-case basis.

Q: My call was disconnected for initiating a three-way call, but I did no such thing. How can this be prevented in the future? Can I get credit for this type of disconnect?

A: Sophisticated software monitors every call and looks for indications that a 3-way call—or other disallowed call types—are taking place. When such an indication occurs, the call is disconnected. It is possible that inadvertent events such as call waiting tones, clicks on the line, extraneous keypad entries, etc., might trigger a false reading. Should this occur, credit will be given for all billing in excess of what would be appropriate for time spent in active conversation.

Q: What are the fees and rates associated with inmate phone calls?

A: Rates vary by correctional facility and are governed by contract and regulation. Rates for AdvancePay can be estimated prior to the conducting a call by clicking the Rates and Fees link available at the bottom of the website when you sign into your ConnectNetwork account. Taxes and regulatory fees also apply and vary by facility.

Q: In addition to the cost of an AdvancePay Phone call, what other fees may apply?

A: ConnectNetwork’s AdvancePay Phone service is a regulated telecommunications service that is required to remit payments to both state and federal government agencies to help fund the general agency oversight of all of the telecommunications industry. ConnectNetwork is required to submit to the federal government a percentage of the money it receives from completing calls to support the Universal Service Fund. The amount of mandatory contribution is determined by the federal government and changes every quarter. This fluctuating percentage is applied to the cost of every call. The FCC also requires telecommunications carriers to contribute to the Local Number Portability fund that enables people to keep their phone number while switching phone services. Contributions are also required to the fund that ensures that phone service is available to those with hearing disabilities. Many states maintain their own Universal Service Fund, which is separate from the federal USF, and the mandatory contribution into state funds fluctuates, as well. In addition to the federal and state universal service funds, ConnectNetwork files mandatory payments at the state level to help the states fund their operations. Where permitted by the pertinent agency, ConnectNetwork assesses a fee to recoup the cost of these contributions and the expense invested in complying with these requirements. State and federal taxes that are collected are marked as such on a paper bill, or deducted from the balance of prepaid accounts on a per-call basis in the form of a percentage of the cost of the call. Federal USF charges are marked as such, and apply in the same manner as taxes. The recoupment of the administrative cost of complying with the federal USF program appears separately on a paper bill, as does the line for recoupment of state regulatory administrative compliance. In states that require tariffs, these state charges are authorized by the state public utility agency, and they appear in ConnectNetwork’s tariffs.

NOTICE TO FRIENDS AND FAMILY OF NEW YORK STATE INMATES

Unisys Corporation, and Value Added Communications (VAC) through a contract with the New York State Department of Correctional Services provide an inmate telephone system at each state operated facility within New York State.

The calling rate is less than a nickel ($.048) per minute for all calls terminating within the United States, Canada, and US Territories (American Samoa, Federated states of Micronesia, Guam, Midway Islands, Puerto Rico, and US Virgin Islands) and there are no additional call set-up or connect fees. A card transaction fee will apply. The chart below shows the calling rate for the average twenty-minute call.

Description

Set-up fee per call

Charge per minute

Cost of a 20 minute call

New Rate

$0.00

$.048

$0.96

In 2007, the New York State legislature passed a law that permanently eliminates commissions paid to the State for inmate calls. This law further stipulates that the phone contract must allow for collect and pre-paid calling services. Both of these services are included in the calling service contract.Note: Historical data indicates that the average call lasts twenty minutes in length. The maximum call duration allowed is determined by the facility. Most facilities allow each call to last thirty minutes.

Note: The Department of Corrections does not provide inmate-paid debit calling at this time. Check your facility to see what is allowed.

The first time an inmate calls each of the numbers on their allowed list, the calling system will attempt to complete the call and bill it as a collect call on the called party’s phone bill. If the call cannot be completed because there is no billing arrangement with the called party’s telephone company or for some other restriction, an automated system will prompt the called party to set up a pre-paid account with ConnectNetwork.

Effective Jan 1, 2014, calls from inmates to cell phones will be allowed, as long as the cell phone is associated with an AdvancePay Phone account which has complete name and address information.

If there are any problems or questions you can contact ConnectNetwork at +1 (800) 777-2522 or online. Friends and families can deposit funds online or over the phone. You can also set-up or fund pre-paid accounts via a credit card or by mailing in a Money Order or Cashier’s Check to: ConnectNetwork. Dept. #2548, PO Box 122548, Dallas, TX 75312-2548. In the memo line, input the ten-digit phone number that you would like the funds to be placed on in order to receive pre-paid calls.

Messaging

Q: What is Messaging?

A: At facilities that have authorized the Messaging service, ConnectNetwork offers either 1-way or 2-way email messaging between inmates and their family and friends. To learn more about our Messaging service, visit the Messaging page.

Q: How do I know if a particular facility offers the Messaging service?

A: By visiting the Facilities page, you can search for a facility and see a list of services that are available. In addition, if a facility offers the Messaging service, once you create a ConnectNetwork account and add the facility, Messaging will appear as a navigation option on the left-hand-side of your Dashboard.

Q: Can an inmate reply to my messages?

A: It depends. Some facilities offer 2-way Messaging, which allows an inmate to respond to your messages from within his/her account. At locations with 1-way Messaging, the inmate is not able to respond electronically and will respond through direct mail instead.

Q: What is the difference between 1-way and 2-way Messaging?

A: At facilities with 1-way messaging enabled, the inmate will receive a printed copy of the messages sent by family and friends, and if they choose to respond, they must do so by sending a letter in the mail. At facilities with 2-way messaging enabled, messages will be electronically delivered to inmates and any responses can be delivered electronically back to the family and friends via Messaging

Q: Can I send a picture or video?

A: At select facilities, photo and/or video attachments are allowed. If available, you will see them as options when you create a message within the Messaging service (i.e. send message with photo). Note: Photo and video attachments are currently only available via the ConnectNetwork mobile app.

Q: What is the inmate’s email address?

A: The inmate does not have an email address. Messages can only be sent and received within ConnectNetwork.com.

Q: What is my email address?

A: Within the Messaging, ConnectNetwork users and inmates do not communicate using email addresses. For the purposes of receiving messages, the email address that you entered on the Settings page will be where you receive information. You can change your email address there. You will need a valid email address to receive notifications of message purchases and sent message confirmations.

Q: Can anyone at the facility read my messages?

1. All messages sent through ConnectNetwork are subject to review by facility staff, who are responsible for approving or rejecting each message. Once approved, messages are delivered to the intended inmate.

Q: How long does it take for the inmate to receive each message?

A: Message delivery time varies by the policies of each individual facility. Please contact the facility for this information.

Q: How will I know when my inmate receives my message?

A: Due to correctional facility security requirements, at this time there is no notification provided as to the status of whether an inmate has received a sent message. However, if a message were to be rejected by the facility, you would be notified in your Messaging inbox.

Q: Why was my message rejected?

A: All messages received by the facility are subject to review and approval by the participating facility staff. Inappropriate content, determined by the facility, could cause the message to be rejected.

Q: Can I view my previously sent messages?

A: You can view the messages that were sent by clicking the Sent folder from within the Messaging section (must be signed in to your ConnectNetwork account).

Q: Why hasn’t my inmate replied to my message?

A: If your inmate is in a facility with 1-way Messaging, the inmate must write a letter and send it through the mail to reply to a message. Depending on the facilities mail policies, it may take a while to get a response back. The facility will decide when they will deliver your message to the inmate. If you have not received a response back from the inmate (through the mail), they may not have received your message yet. For information on specific Messaging delivery policies, you will need to contact the facility.

Q: Where are all of my old Email credits?

A: As part of the conversion process from the Email Center to Messaging, available credits have been converted to Message Credits. Email credits were each worth a penny but Message Credits are worth a set rate at each correctional facility. Balances were converted based on the price of each message at the correctional facility where your inmate is housed, and any uneven credit balances were rounded up in order to fully benefit your Messaging account. For example, if you had 240 email credits worth a penny each, and a message credit cost $1 or 100 credits, this conversion would result in you having 2 messages with 40 remaining credits rounded up by ConnectNetwork to give you 3 messages. Note: There was no additional cost to you for this change.

Q: Can I receive a refund for unused Message Credits?

A: No. There will be no refunds given for the cash value of your unused Message Credits.

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