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What you’ll lose when CIW switches tablets — and how to request refunds

• 2 min read • cdcr.ca.gov
What you’ll lose when CIW switches tablets — and how to request refunds

CDCR is switching its telecom and tablet services from ViaPath to Securus. The California Department of Technology awarded the new contract to Securus Technologies, LLC on February 21, 2025, and CDCR set up an interim agreement with ViaPath to keep services running during the transition. At California Institution for Women (CIW), the tablet exchange window was scheduled for February 4–6 - that's when ViaPath tablets get swapped out for new Securus tablets.

Here's the big thing to know: ViaPath purchases don't carry over to the new Securus tablets. Photos purchased through ViaPath can't be moved. Same goes for e-messages. Any media your loved one bought - movies, music, games - stays behind too.

Important: Photos, e-messages, and media purchased through ViaPath won't transfer to the new Securus tablets. If you have unused ViaPath balances, plan your refund request around the exchange window.

How refunds work depends on whose money it is. If you're a family member with an unused ViaPath balance, request your refund through the ViaPath call center. If the balance belongs to the incarcerated person, those funds get refunded automatically to their trust account.

Refund shortcut: Families request unused ViaPath balance refunds through the ViaPath call center. Incarcerated people’s unused balances are refunded automatically to their trust accounts.

The swap itself is straightforward. During CIW's exchange window (February 4–6), incarcerated people turn in their ViaPath tablet and receive a new Securus tablet on the spot.

What you’ll lose when CIW switches tablets — and how to request refunds

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  • ✓ Call the ViaPath call center to request a refund for any unused ViaPath balance you (the family member) still have.
  • ✓ If your loved one has unused ViaPath funds, know that CDCR says those balances will be refunded automatically to their trust account.
  • ✓ Open a Securus web or mobile account so you’re ready to use Securus videoconferencing and messaging when available.
  • ✓ Assume ViaPath purchases won’t move over: photos purchased through ViaPath do not transfer.
  • ✓ Assume ViaPath purchases won’t move over: e-messages purchased through ViaPath do not transfer.
  • ✓ Assume ViaPath purchases won’t move over: media purchased through ViaPath (movies, music, games, etc.) does not transfer.

Not sure if a specific balance qualifies for a refund? Start with CDCR's tablet transition information and the support channels for ViaPath and Securus. CDCR has also secured an interim agreement with ViaPath to prevent service interruptions, so you may see some services continue while the rollout finishes.

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