How to Schedule Your First Video Visit at Alleghany Regional Jail

Video visits at Alleghany Regional Jail run through PayTel. You can create an account in the Pay Tel Connect app or at paytelconnect.com. Already using PayTel for phone calls or messages? You're set - use that same account for video visits.

Stuck during setup or trying to add funds? PayTel offers Live Chat inside the Pay Tel Connect app, or you can call 1-800-729-8355 to reach customer service. Their automated phone system at 1-800-PAY-TELL (1-800-729-8355) handles account setup and payments around the clock.

1. Start your PayTel account - Download the Pay Tel Connect app or go to paytelconnect.com and follow the prompts to create your login.
2. Make sure you can fund the account - Video visits draw from your PayTel balance, so plan to add funds once your account is active.
3. Use PayTel help if anything doesn’t work - Live Chat is available in the app, and you can call 1-800-729-8355 for customer service. If you just need to open an account or add funds, the automated phone system at 1-800-PAY-TELL (1-800-729-8355) is available 24/7.

You'll need to be approved as a contact before you can book a video visit. The process starts with your loved one - they add you from their side. Then you complete your part in PayTel by uploading a clear selfie and a photo of your state- or federal-issued ID. The jail uses these images to verify your identity.

• ✓ A selfie (a clear photo of your face)
• ✓ A clear photo of your state- or federal-issued ID

Once you submit your ID photos, the facility reviews them and either approves or denies your contact request. After approval, you can schedule video visits at least twenty-four hours in advance.

With your PayTel account ready and your contact status approved, you can book visits through PayTel/HomeWAV - either in the Pay Tel Connect app or on the PayTel website. Video visits pull from your PayTel balance, so fund your account before trying to schedule.

• ✓ Off-site (remote) video visits are available daily from 9:00 am to 10:00 pm, and you must pre-register through PayTel/HomeWAV
• ✓ On-site video visits must be pre-scheduled at least 24 hours in advance through PayTel/HomeWAV

1. Confirm your PayTel account is ready - Make sure you can log in and that the account has funds available for video visiting.
2. Check your contact approval status - If you aren’t approved yet, you won’t be able to schedule.
3. Double-check the visit details - Verify you picked the right incarcerated person and the correct date/time.
4. Test your device before the visit - Check your camera, microphone, and internet connection ahead of time.
5. Use PayTel support if you’re still stuck - Try Live Chat in the Pay Tel Connect app, or call 1-800-729-8355 for customer service. If you need to add funds or open an account, the automated phone system at 1-800-PAY-TELL (1-800-729-8355) is available 24/7.

Final Checklist

• ✓ You have a PayTel account (Pay Tel Connect app or paytelconnect.com)
• ✓ Your PayTel account is funded (you can add funds by phone at 1-800-PAY-TELL / 1-800-729-8355)
• ✓ Your loved one added you as a contact, and you uploaded both required ID photos (selfie + state/federal ID)
• ✓ Your contact status shows approved, so you can schedule 24+ hours in advance
• ✓ Your visit is scheduled during the off-site window (daily 9:00 am–10:00 pm) or, if you’re doing on-site video, it’s booked at least 24 hours ahead
• ✓ Your camera, microphone, and connection are working on the device you’ll use