How Long Does Franklin County Keep Scanned Mail? And How to Request a Physical Copy

Franklin County keeps physical mail scans for 30 days. If you need a scan retained longer or you're running into delivery problems, you'll need to work with ViaPath and TextBehind (TextBehind support: info@TextBehind.com).

Franklin County's policy is simple: physical mail scans stay on file for 30 days. After that, they're gone unless you've arranged for longer retention ahead of time. For families, timing matters. If you think a letter, photo, or document might need to be referenced later, plan early. Extended retention isn't automatic. Anything beyond 30 days requires coordination with ViaPath and TextBehind.

1. Email TextBehind support - Use info@TextBehind.com for any mail delivery issues.
2. Describe what you need - Say whether you are trying to resolve a delivery problem or request help related to a specific scan.
3. Include clear identifiers - Add enough detail so support can find the right item quickly (see the checklist below).

1. Act within the 30-day window - Scanned physical mail is retained for 30 days unless longer retention is coordinated.
2. Coordinate a longer retention period through ViaPath/TextBehind - If you need a scan kept longer than 30 days, the retention change has to be coordinated with ViaPath and TextBehind.
3. If the problem is access on the inmate side, involve facility staff - For command or tablet issues where the inmate cannot access or open an electronic mail scan, facility staff should call ViaPath support at (800)-205-5510.

• ✓ Inmate’s full name and ID number
• ✓ The approximate date the mail was sent or processed (if you know it)
• ✓ A short description of what is missing (for example: “scan never showed up” or “need a copy of a specific scan”)
• ✓ Why you are requesting it (for example: personal records, legal paperwork)
• ✓ Your contact information so support can follow up

Missing scan? Delayed delivery? Start with TextBehind. Franklin County directs friends and family to reach out to TextBehind support at info@TextBehind.com for any mail delivery issues.