What to Do If Your Mailed Money Order Gets Lost or Rejected (TouchPay / Viapath)
Mailed a money order that never posted—or worse, it came back? TouchPay/ViaPath has a specific process for handling problem deposits, and they want you to wait before reaching out. Here's how to protect yourself and what to do next.
When TouchPay receives a money order with a problem, they don't hold it or forward it somewhere else. They mail it back - along with the deposit slip - to whatever sender address you wrote on the slip. This is why that return address matters so much. If it's incomplete or outdated, the return can fail entirely.
Note: TouchPay says it is not responsible for money orders lost in transit, including money orders mailed back to the address provided that still don’t reach the sender.
Think your money order got lost or hasn't posted? Wait before you escalate. The vendor says to email moneyorders@viapath.com no sooner than one week after mailing. Reaching out earlier usually won't help - mail delivery and processing may not be complete yet.
Trying to sort out a refund? Be aware the phone numbers aren't consistent across vendor pages. One ConnectNetwork page lists 877-650-4249 for AdvancePay refunds, while a GTL/ConnectNetwork sign-in page shows a different number: 866-516-0115. That same sign-in page also warns that Friends and Family/AdvancePay accounts can become inactive after 180 consecutive days without use - and funds may be forfeited. If you're leaving money sitting in an account, keep an eye on timing.
- ✓ Email moneyorders@viapath.com first for mailed money order problems, especially if your issue is about a deposit not posting or being rejected.
- ✓ If you decide to call about refunds, verify the customer service number from the official page you’re using before you dial (different pages list different numbers).
- ✓ Don’t share sensitive personal or payment information until you’re sure you’re speaking with the correct customer service line.
- Wait at least one week from the day you mailed it - ViaPath’s instruction is to contact them no sooner than one week after mailing.
- Email the money order support address - Send your message to moneyorders@viapath.com and explain what happened (for example: it never posted, or you suspect it was rejected).
- Check your mailbox for a return - If TouchPay received the money order but couldn’t process it, they mail the money order and deposit slip back to the sender address listed on the deposit slip.
- Gather your paperwork before you follow up again - Keep copies of the money order, your receipt, and any deposit slip details you filled out so you can reference exactly what was sent.
- Use traceable mailing next time - If you mail another deposit in the future, consider a mailing method that gives you tracking so you have a clear timeline if something goes missing.
Tip: Because problem deposits are mailed back to the sender address on the deposit slip - and TouchPay says it isn’t responsible for items lost in transit - your best protection is good records (copies, receipts, and a clear mailing timeline).
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