Virtual Visit Troubleshooting for Camille Graham Visitors: Who to Call and What to Provide
Virtual visits go smoother when you know exactly who to contact. The guide below helps you reach the right person fast—and tells you what details to have ready so your issue gets resolved without extra back-and-forth.
Having technical problems? Whether it's account setup, video that won't load, or glitches during your visit, call GTL Visitor Support at 1 (855) 208-7349. Start here for tech issues - they can troubleshoot the platform directly.
- ✓ What device you’re using (computer, tablet, or Android phone)
- ✓ Whether the problem is happening during account setup or during a scheduled visit
- ✓ The exact error message (or a screenshot of it)
- ✓ The timing of your issue (especially if you’re close to visit time, since visits can be canceled one day in advance)
For visitation list issues or name changes - like updating your information so it matches your ID - email VirtualVisitation@doc.sc.gov. Include your details and attach a copy of your ID so they can verify and process your request.
Prefer the phone? Call (803) 896-1838, press #1, and leave your name plus a callback number. Someone will follow up.
What-to-include-in-help-request
- ✓ Your full name (the way it appears on your ID)
- ✓ The incarcerated person’s name and ID number
- ✓ A callback phone number where you can actually be reached
- ✓ If it’s a technical issue: what device you’re using (computer, tablet, or Android phone)
- ✓ If it’s a technical issue: the exact error message and/or a screenshot
- ✓ If it’s a visitation-list or name-change issue: a copy of your ID (attached to your email)
Tip: Be clear upfront about what you need. For visitation-list or name-change help, email VirtualVisitation@doc.sc.gov. For technical problems, call GTL Visitor Support at 1 (855) 208-7349. Include screenshots when possible and the best way to reach you - it speeds things up.
The institution can cancel visits one day in advance. If this happens, you'll get an email notification - check the inbox linked to your virtual visitation account.
Need to change your visit? You can modify it up to two days in advance. The sooner you try, the better your chances of getting it updated in time.
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