What to do if a ConnectNetwork AdvancePay account goes inactive (and a note on the 2020 Telmate/ConnectNetwork data breach)

ConnectNetwork's policy states that an AdvancePay account becomes inactive and subject to forfeiture after 180 consecutive days without use. If you have money left in the account, that countdown matters. This is especially true if the person you support gets transferred, stops calling for a while, or you simply forget the account is still funded.

The good news: the clock resets whenever the account is used. Any activity that counts as use will restart the 180-day period, keeping your funds from reaching the forfeiture point. Just make sure that activity happens before the 180 days runs out.

If your AdvancePay account is inactive and you want your remaining funds back, ConnectNetwork says you can request a refund by calling customer service at 877-650-4249.

• ✓ Your AdvancePay account details (the information you used to set it up)
• ✓ The phone number tied to the account
• ✓ Approximate dates and amounts of recent deposits or charges
• ✓ Your current contact information, so customer service can follow up if needed

In August 2020, ConnectNetwork (operating as Telmate) reported that personal information of thousands of Telmate users was exposed and accessed by unknown attackers. The exposed data included names and contact information. For some users, it also included sensitive identifiers and financial information.

Protection Steps

• ✓ Use a unique password for your ConnectNetwork/AdvancePay login (do not reuse one from email, banking, or social media)
• ✓ Keep an eye on your account for activity you do not recognize, especially after long periods when you have not used it
• ✓ Keep your contact information up to date so you can receive account-related notices and follow-ups if there is a problem

1. Call ConnectNetwork customer service at 877-650-4249 and say you’re reporting suspicious or unauthorized activity.
2. Write down the basics while you’re on the phone: the date and time you called, what you noticed, and what the representative told you to do next.
3. Ask about your balance and refund options if you believe funds were impacted, and keep any follow-up instructions in one place.

If you suspect fraud or unauthorized use, contact ConnectNetwork customer service at 877-650-4249. Keep records of what you're seeing and what you're told: dates, amounts, and any case or reference numbers. You don't want to reconstruct the timeline later.

AdvancePay accounts are often funded by family or friends so an incarcerated person can place prepaid calls. Because these are your deposited funds, inactivity rules like the 180-day non-use policy can affect your balance if calling patterns change after you set up the account.