What to Do If Your ConnectNetwork (AdvancePay) Account Becomes Inactive — Tips for Augusta Families

If your loved one is at Augusta Corrections Center, phone calls are handled through Virginia Department of Corrections guidelines. VADOC Operating Procedure 803.3 covers all VADOC facilities, and the phone system runs through ConnectNetwork by Global Tel*Link. For families, this typically means setting up an AdvancePay prepaid account - money you deposit through ConnectNetwork to receive collect calls from your incarcerated loved one. Here's what catches many people off guard: the inactivity policy. As of December 28, 2022, AdvancePay accounts can become inactive and subject to forfeiture after 180 consecutive days without use (unless state law or contract terms require otherwise). If you keep money in the account "just in case," make sure it doesn't sit untouched long enough to trigger that clock.

The 180-day rule is straightforward: it's a running count of calendar days where the account goes unused. Any activity resets the clock to day one. If the full 180 days pass with nothing happening, the account can become inactive and subject to forfeiture. This tends to sneak up on families when calls slow down, your loved one can't get to the phones for a while, or life gets busy and the account sits untouched. If you're holding a balance, don't wait until the timer runs out to find out about this policy.

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• ✓ Make a small deposit into your AdvancePay prepaid phone account through ConnectNetwork to show account activity.
• ✓ Use the account when you can (for example, by accepting a call that uses the prepaid balance) so the inactivity period resets.
• ✓ Check your ConnectNetwork account regularly so you’re not guessing about recent use.
• ✓ If calls have stopped for a while, don’t wait - take one simple action to avoid hitting 180 consecutive days of non-use.

Log in and check your recent activity - it's the easiest way to stay ahead of problems. Your ConnectNetwork account history shows whether your AdvancePay account has been used recently. This gives you a clear picture if you're unsure when the last deposit or call happened.

Think your balance might be at risk? Or has your account already gone inactive? Go straight to ConnectNetwork - they run the system, so that's where account management and support starts. For help with setup, questions, or refund requests, use ConnectNetwork's online tools or contact their customer service. Have your account details ready (like the phone number tied to the account) to speed things up.

If your loved one transfers from Augusta to another VADOC facility, the phone system stays the same - still VADOC-based, still operated through ConnectNetwork by Global Tel*Link. But don't assume everything carries over automatically. After any transfer, sign in to your ConnectNetwork account and confirm your AdvancePay status and recent activity. If something looks off, contact ConnectNetwork support before inactivity becomes a problem.