How to Set Up AdvancePay and Receive Calls from Someone at a Florida DOC Facility
If someone you care about is in a Florida DOC facility, they'll use GTL/ConnectNetwork for phone calls. AdvancePay is the prepaid option that keeps you reachable. Here's how it works, how to set it up, and the call rules you should know.
AdvancePay is a prepaid calling account through GTL/ConnectNetwork. You load money onto your phone number, and your loved one uses those funds to call you. It's the easiest way to stay reachable - no scrambling to handle charges call-by-call.
Set up your AdvancePay account online through the Florida Department of Corrections
Tip: Have your loved one’s Florida DOC ID number and a payment method ready before you start, so you can set up the account and fund it in one go.
Florida DOC calls through GTL/ConnectNetwork have timing rules that explain why calls don't always come back-to-back. Each incarcerated person gets one free 5-minute call per week - it's automatically applied to the first call they place that week. You'll hear a message letting you know it's free before you accept. Regular calls can last up to 30 minutes. After a call ends, there's a 30-minute waiting period before that person can complete another call. So if you miss a call or get disconnected and they try again right away, you may need to wait before the next one goes through.
- ✓ Expect one free call per incarcerated individual each week, up to 5 minutes
- ✓ Plan for calls that can run up to 30 minutes
- ✓ After a completed call, expect a 30-minute wait period before the next call can be completed (per incarcerated individual)
Note: The free 5-minute call is per incarcerated individual each week, and it applies to the first call they make that week.
If you run into problems with your AdvancePay account or incoming calls, you can reach a live ConnectNetwork/GTL representative 24/7 at 866-732-9098.
- Start with your AdvancePay setup page or account tools - Use the ConnectNetwork Florida DOC “get started” page (and your account login) for common tasks like creating an account, managing your phone number, and making deposits.
- Call for live support - If you’re still stuck, contact ConnectNetwork/GTL at 866-732-9098 any time for 24/7 help with AdvancePay or call issues.
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