How ConnectNetwork Works: Complete Guide for Families

ConnectNetwork is operated by GTL, one of the largest inmate communication and technology companies in the United States. GTL holds contracts with correctional facilities, and ConnectNetwork is the platform families use to access those services. GTL also operates the GettingOut platform, which handles messaging and video visits at some facilities.

ConnectNetwork serves a wide range of facility types including federal Bureau of Prisons institutions, state prisons, and county jails across all 50 states. It is especially common in county detention centers and federal facilities. If your loved one is in a county jail, ConnectNetwork is one of the most likely platforms you will need.

The specific services available through ConnectNetwork vary by facility. Your dashboard will show only the services that are actually available at your loved one facility. If phone calls are available but messaging is not, only the phone account option will appear.

Go to connectnetwork.com and click on the sign up or create account option. You will need to provide your full name, email address, phone number, and create a password. Account creation is free and takes only a few minutes.

After creating your account, search for your loved one by facility name and inmate ID number. Once you find and add them to your account, your dashboard will display the services available at their facility.

ConnectNetwork also has a free mobile app available for iOS and Android. Download the ConnectNetwork app from your app store and log in with your account details. You can manage all services from the app including funding accounts, sending messages, and scheduling video visits.

If you do not have internet access, you can set up your account over the phone by calling ConnectNetwork customer service. Follow the voice prompts to complete account setup and fund your AdvancePay account.

AdvancePay is ConnectNetwork prepaid phone account. You deposit money in advance and funds are deducted each time the inmate calls you. This is the most cost-effective way to receive calls and the most commonly used account type.

To set up AdvancePay, log in to your ConnectNetwork account and go to the phone account section. Register the phone number where you want to receive calls. Add funds using a credit card, debit card, or Western Union. There are no setup fees for AdvancePay accounts.

Once your AdvancePay account is funded, the inmate can call your registered phone number from the facility phone. You cannot initiate calls - all calls must be started by the inmate from the facility. When the inmate calls, the call connects automatically and the per-minute rate is deducted from your AdvancePay balance.

Keep your AdvancePay balance funded to avoid missed calls. If the balance reaches zero, calls cannot connect. You can set up automatic refills through your ConnectNetwork account to ensure your balance stays above a minimum level.

Electronic messaging through ConnectNetwork is available at facilities that have contracted for this service. If messaging is available, it will appear as an option on your dashboard. If it does not appear, your facility does not offer electronic messaging through ConnectNetwork.

Log in to your account and go to the messaging section. Select your loved one and click compose to write a new message. Messages are similar to email - text-based with the option to attach photos at some facilities.

Messages are reviewed by facility staff before delivery. Most messages are delivered within a few hours to one business day depending on the facility review process. The inmate reads and replies through a facility kiosk, tablet, or computer terminal.

Messaging costs vary by facility. Some facilities charge per message while others use a credit-based system. Check your dashboard for the current pricing at your loved one facility before sending your first message.

Video visitation through ConnectNetwork is available at facilities that have contracted for this service. If video visits are available, log in to your account and go to the video visits section. Select your loved one and choose an available date and time slot.

Review the cost and enter your payment information to complete the booking. You will receive a confirmation of your scheduled visit. At the scheduled time, log in to your ConnectNetwork account or open the app and join the video call.

Make sure your camera and microphone are working before the visit begins. Test your connection in advance to avoid technical issues during the session. Sessions typically last 20 to 30 minutes and end automatically when the time limit is reached.

All video visits are recorded and monitored by facility staff. Follow the same content rules that apply to phone calls and in-person visits. Violations can result in visit termination and suspended privileges.

ConnectNetwork allows you to deposit money directly to an inmate trust account. This is separate from the AdvancePay phone account. Trust account deposits are used by the inmate for commissary purchases, messaging credits, and other approved expenses.

Log in to your account and go to the send money or trust account section. Select your loved one, enter the amount, and pay by credit card, debit card, or other accepted payment method. ConnectNetwork charges a transaction fee that varies by amount and payment method.

Processing times vary by facility. Most deposits are credited to the inmate account within one to three business days. Keep your transaction confirmation number until you confirm the funds have been received.

Several major state correctional systems made provider changes affecting ConnectNetwork families in 2025 and 2026. California CDCR awarded a new telecom contract to Securus on February 21, 2025, following a court ruling that vacated the prior GTL ConnectNetwork contract. The transition rolled out across CDCR facilities from September 2025 through February 2026, moving phone, video, tablet, and messaging services away from GTL ConnectNetwork. California state prison families now need to use Securus for phone calls. Minnesota DOC moved to a free calling model, meaning all phone calls are now free of charge and families no longer need to fund prepaid calling accounts.

New Jersey completed a full transition from JPay to ViaPath for both messaging and money transfers. JPay payment services for New Jersey ended August 1, 2026. New Jersey families must now use ViaPath through ConnectNetwork for all deposits. The NJDOC also announced a 22 percent reduction in domestic phone call rates, bringing rates to $0.034 per minute as of May 2025.

Effective June 1, 2026, ConnectNetwork AdvancePay accounts become inactive after 180 consecutive days of non-use. Once inactive, you have an additional 90 days to request a refund by calling 877-650-4249. After the 270-day total window, any remaining balance is automatically converted to audio calling minutes in ViaPath's Free Calling Program and is no longer available as a cash refund. Set up account activity reminders if you have a balance but are not using the account regularly.

The ConnectNetwork app has received consistently low ratings from users, with the majority of feedback citing frequent crashes, login problems, and inability to add funds or contacts. If the app crashes or will not load, delete and reinstall the app completely rather than simply closing and reopening it. Make sure you are running the most recent version. The app received a significant update in May 2025. Outdated versions are more likely to experience compatibility and login issues.

A common complaint from families is being blocked from making deposits for ten days at a time without explanation. This automatic block is typically triggered by an unusual transaction pattern flagged by the ConnectNetwork fraud detection system. If you are blocked from deposits, contact ConnectNetwork customer service at the number listed on connectnetwork.com. Do not attempt to make deposits using multiple payment methods or devices during the block period as this can extend the block duration.

Billing disputes have been reported by users in 2026, including cases where a deposit such as $25 was charged to a payment method but never credited to the ConnectNetwork account. If you see a charge on your bank statement that does not match your account balance, file a dispute with ConnectNetwork customer service immediately and provide bank or card verification showing the charge. Also file a chargeback with your bank if the issue is not resolved. ConnectNetwork is owned by TouchPay LLC as part of ViaPath Technologies.

Photo rejections are a recurring frustration. Users report inconsistent enforcement of photo rules between facilities, with photos accepted at one location but rejected at another without clear explanation. When a photo is rejected, you do not automatically receive a refund for the credit used. Contact ConnectNetwork customer service with the rejection notice and request a credit for content that was rejected due to a facility policy disagreement rather than a clear rule violation.

ConnectNetwork is operated by GTL, now part of ViaPath Technologies. The company operates under multiple brand names including ConnectNetwork, GettingOut, Telmate, TouchPay, GTL Financial Services, AdvancePay, and ViaPath Visitor Web. When contacting customer service, have your account information, inmate name, facility name, and any transaction confirmation numbers ready before calling.

For AdvancePay automated payments, call 1-800-483-8314. For Trust Fund automated payments, call 1-888-988-4768. For PIN Debit automated payments, call 1-855-706-2445. For visitation scheduling problems, call 1-855-208-7349 or email visitorsupport@gtl.net. For refund requests on inactive accounts, call 877-650-4249.

If standard customer service does not resolve your issue, escalate by filing a complaint with the Better Business Bureau. ViaPath Technologies has an active BBB profile and responds formally to BBB complaints. A complaint filed with your state attorney general consumer protection office is also effective, particularly for billing disputes involving duplicate charges or funds not credited to the account.