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  • Frequently Asked Questions · gTL InMaTE FaMILY PREPaY A Service for Family and Friends Family members and friends of inmates are given the option of setting …
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Frequently Asked Questions Q: HOW CAN I FIND OUT THE BALANCE OF MY PREPAID ACCOUNT? A: If you have an ConnectNetwork.com account, you can view your balances by logging into your account online, or you can use the GTL AdvancePay automated system by calling 1-866-607-6006. Q: WHAT IF THE INMATE IS RELEASED? WILL I RECEIVE A REFUND FOR THE REMAINING FUNDS ON THE ACCOUNT? A: Contact the GTL AdvancePay Service Department and press “0” to speak with a GTL representative to request a refund. GTL strives to process refunds within 30 days (and after verifying initial payment method), and typically within 60 days, at the latest. Accounts that are inactive for 90 days will receive a notification of inactivity through a written correspondence or an automated outbound message. The account holder will be able to request a refund for any unused balance of funds. Q: WHAT TYPES OF CREDIT CARDS ARE ACCEPTED? A: We accept Visa®, MasterCard® and Discover® (including debit and check cards) to set up a prepaid account. Q: WHAT IF THE INMATE HANGS UP BEFORE I FINISH MAKING THE CREDIT CARD PAYMENT TO SET UP THE PREPAID ACCOUNT? A: If the inmate hangs up after the credit card verification process has begun, in most cases the process will not terminate. For further verification, the customer may contact the GTL AdvancePay Service Department. Q: CAN I MANAGE MY ACCOUNTS ONLINE? A: Yes, AdvancePay customers can now manage their accounts online through www.connectnetwork.com. The website allows you to make payments, view call detail history, view balances and more! Q: HOW LONG WILL IT TAKE FOR PAYMENTS TO APPEAR IN AN ACCOUNT? A: Payments made through the ConnectNetwork website are credited to accounts quickly. Phone account payments may credit in as little as 5 minutes. Q: WH AT IF I DON’T HAVE A CREDIT OR DEBIT CARD? A: Deposits can be sent via USPS or through Western Union, or you can purchase a prepaid debit card at many local retailers that can be used with GTL’s automated systems. Prepaid cards with a Visa, MasterCard or Discover card logo are normally compatible. Q: WHAT DO I NEED TO USE CONNECTNETWORK.COM? A: Using the ConnectNetwork website is easy. To sign up, all you need is a valid email address, and a computer with internet access. Visit www.connectnetwork.com to sign up for an account, follow the registration process, and click on the email that the system sends you. Be sure to select California Department of Corrections and Rehabilitation (CDCR) when choosing the facility during setup. Once you have completed this process, you will be able to log in to the site and manage your account. AdvancePay® GTL INMATE FAMILY PREPAY The Fastest, Most Secure Way to Prepay Inmate Call, Commissary and Trust Accounts ADVANCEPAY CUSTOMERS CAN NOW USE www.connectnetwork.com

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Page 1: Frequently Asked Questions · gTL InMaTE FaMILY PREPaY A Service for Family and Friends Family members and friends of inmates are given the option of setting …

Frequently Asked QuestionsQ: HowcanIFInDoUTTHEBaLancEoFMYPREPaID

accoUnT?A: IfyouhaveanConnectNetwork.comaccount,youcan

viewyourbalancesbyloggingintoyouraccountonline,oryoucanusetheGTLAdvancePayautomatedsystembycalling1-866-607-6006.

Q: wHaTIFTHEInMaTEIsRELEasED?wILLIREcEIvEaREFUnDFoRTHEREMaInIngFUnDsonTHEaccoUnT?

A: ContacttheGTLAdvancePayServiceDepartmentandpress“0”tospeakwithaGTLrepresentativetorequestarefund.GTLstrivestoprocessrefundswithin30days(andafterverifyinginitialpaymentmethod),andtypicallywithin60days,atthelatest.Accountsthatareinactivefor90dayswillreceiveanotificationofinactivitythroughawrittencorrespondenceoranautomatedoutboundmessage.Theaccountholderwillbeabletorequestarefundforanyunusedbalanceoffunds.

Q: wHaTTYPEsoFcREDITcaRDsaREaccEPTED?A: WeacceptVisa®,MasterCard®andDiscover®(including

debitandcheckcards)tosetupaprepaidaccount.

Q: wHaTIFTHEInMaTEHangsUPBEFoREIFInIsHMaKIngTHEcREDITcaRDPaYMEnTTosETUPTHEPREPaIDaccoUnT?

A: Iftheinmatehangsupafterthecreditcardverificationprocesshasbegun,inmostcasestheprocesswillnotterminate.Forfurtherverification,thecustomermaycontacttheGTLAdvancePayServiceDepartment.

Q: canIManagEMYaccoUnTsonLInE?A: Yes,AdvancePaycustomerscannowmanagetheir

accountsonlinethroughwww.connectnetwork.com.Thewebsiteallowsyoutomakepayments,viewcalldetailhistory,viewbalancesandmore!

Q: HowLongwILLITTaKEFoRPaYMEnTsToaPPEaRInanaccoUnT?

A: PaymentsmadethroughtheConnectNetworkwebsitearecreditedtoaccountsquickly.Phoneaccountpaymentsmaycreditinaslittleas5minutes.

Q: wHaTIFIDon’THavEacREDIToRDEBITcaRD?A: DepositscanbesentviaUSPSorthroughWestern

Union,oryoucanpurchaseaprepaiddebitcardatmanylocalretailersthatcanbeusedwithGTL’sautomatedsystems.PrepaidcardswithaVisa,MasterCardorDiscovercardlogoarenormallycompatible.

Q: wHaTDoInEEDToUsEconnEcTnETwoRK.coM?A: UsingtheConnectNetworkwebsiteiseasy.Tosignup,

allyouneedisavalidemailaddress,andacomputerwithinternetaccess.Visitwww.connectnetwork.comtosignupforanaccount,followtheregistrationprocess,andclickontheemailthatthesystemsendsyou.BesuretoselectCaliforniaDepartmentofCorrectionsandRehabilitation(CDCR)whenchoosingthefacilityduringsetup.Onceyouhavecompletedthisprocess,youwillbeabletologintothesiteandmanageyouraccount.

AdvancePay®gTLInMaTEFaMILYPREPaY

The Fastest, Most Secure Way to Prepay Inmate Call, Commissary and Trust Accounts

aDvancEPaYcUsToMERscannowUsE

www.connectnetwork.com

Page 2: Frequently Asked Questions · gTL InMaTE FaMILY PREPaY A Service for Family and Friends Family members and friends of inmates are given the option of setting …

gTLInMaTEFaMILYPREPaY

A Service for Family and FriendsFamilymembersandfriendsofinmatesaregiventheoptionofsettingupprepaidcallingaccountsusingcreditcards,checks,moneyordersorWesternUnion.CallsthatmayotherwisebeblockedarenowcompletedthroughGTL’sAdvancePayprogram.

How Does It Work?AdvancePayallowsinmatestocallyourtelephonenumberwithouttherestrictionsofstandardbilling.Whenaninmateattemptstodialanun-billablenumber,theinmateisplacedonholdandAdvancePaywillprovidetheoptiontothecalledpartytosetupaprepaidaccount.Aftertheprepaidaccountisestablished,collectcallstothetelephonenumbermaybeplaced,uptotheprepaidamountintheaccount.Aftertheaccountmoneyisused,thesystemwillprompttheusertoaddfundstotheirAdvancePayaccount.

Benefits: Security, Speed, SimplicityCustomerscanrestassuredthatcollectcallchargeswillnotreachanexcessiveamount.Whenfundsonaprepaidaccountarelow,anautomatedsystemwillcontactcustomerswiththeoptiontoaddmoremoneytotheirAdvancePayaccount.Alltransactionsoccurinreal-time.Whenaninmateplacesacalltoanumbersetupasprepaid,fundsaredeductedfromtheAdvancePayaccountassoonasthecalliscomplete.

Questions?TheAdvancePayServiceDepartmentisreadytoanswerallbillingrelatedquestions:

TheeasiestwaytoestablishanAdvancePayaccountisthroughouraccountmanagementwebsitewww.connect-network.com.Youcancreateatelephoneaccount,makepaymentsandviewbalancesonconnectnetwork.com.CustomerscanalsocreateanaccountthroughGTL’sautomatedphonesystemwithaminimum$5.00paymentmadeviaacreditcard(transactionfeesmayapply).Inadditiontoourautomatedphonesystemandwebsite,accountscanbeestablishedandpaymentscanbemadethroughourAdvancePaycustomerservicedepartment,WesternUnionandbymailingchecksormoneyorders.

Thesystemiscompletelyautomatedandcanbeaccessedbycalling1-866-607-6006.

onLInEaccoUnTManagEMEnTanDPaYMEnTs

www.connectnetwork.com

cUsToMERsERvIcE

1-866-607-6006FaxnUMBER

1-251-473-2802HoURsoFoPERaTIonMondaytoFriday7amto11pm,Central

SaturdayandSunday8amto7pm,Central

MaILIngaDDREssAdvancePayServiceDept.POBox911722Denver,CO80291-1722wEBsITEwww.connectnetwork.com

How to avoid disconnection!IMPoRTanTnoTEsaBoUTcaLLsFRoMcoRREcTIonaLFacILITIEs

DON’Tattempta3-waycall

DON’Ttrytotransferthecall

DON’Tputtheoffenderonhold

DON’Tuseoranswer“callwaiting”

DON’Tpressnumbersonthetouchtonepadduringthecall(onbothoffenderphoneandcalledpartyphones)

DON’Tstoptheconversationforanylengthoftimebecauseevenshortpausesmayresultinadisconnection

BLocKEDnUMBERsOnceanumberhasbeenblocked,onlythepersonthenumberislistedtomayunblockthenumberbycalling:

1-866-607-6006

noTIcEAdvancePaypaymentsmaybesubjecttotaxesandfees.Specificationsaresubjecttochangewithoutnotice.Thispublicationmaybecopiedanddistributedtoinmates,familymembers,andfriends.

advancePayserviceDept.PoBox911722Denver,co80291-17221-866-607-6006

PartNumber7000121©2015GlobalTel*LinkCorporation.AllRightsReserved.AdvancePayisaregisteredtrademarkofGlobalTel*Link.

www.gtl.com


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