ConnectNetwork (ViaPath) Accounts: How to Avoid Losing Access and Get a Refund
If you use a ViaPath/ConnectNetwork Friends & Family account to stay connected with someone inside, there's one major pitfall: inactivity. Here's how the 180-day rule works, what counts as account activity, how to set up reminders, and what to do if you need a refund.
Once you create a ViaPath/ConnectNetwork Friends & Family account, it can go inactive after 180 consecutive days without use. At that point, your balance may be forfeited. One caveat: the exact timeframe could be shorter or longer depending on state law or your contract terms. The safest bet? Treat 180 days as a hard deadline and don't let your account sit idle for long stretches.
Here's the good news: the clock resets every time you use your account. Any activity during the inactivity period starts the 180-day countdown over. Don't wait until the last minute - regular use keeps you safely away from that cutoff.
Want a heads-up before your account expires? If you provide your contact information and opt in to reminder alerts, ViaPath will send a text and/or email at least 30 days before expiration. It's not a substitute for staying on top of your account, but it can save you from losing access unexpectedly.
Need a refund - whether your account went inactive or you just want your money back? Call ViaPath/ConnectNetwork customer service at 866-516-0115. Have your account details ready so they can verify you're the account holder and locate the right Friends & Family account.
Already have a ConnectNetwork account? You don't need to create a new one. Just sign in to Friends & Family using the same email and password you already use.
Practical Actions
- ✓ Log in and use your Friends & Family account periodically so the inactivity period resets
- ✓ Don’t rely on memory alone - opt in to text and/or email reminder alerts and make sure your contact information is up to date
- ✓ If you haven’t used the account in a while, do something that counts as “use” well before 180 days passes so you’re not racing the deadline
Bottom line: After 180 consecutive days without activity, your Friends & Family account can go inactive and your balance may be forfeited. Using the account resets the clock. Opt in to reminders to get a warning at least 30 days before expiration.
Friends & Family accounts can go inactive and be subject to forfeiture after 180 consecutive days without use (unless a different period applies under state law or contract). Any activity resets the 180-day clock. Opt in with your contact info to receive a text and/or email reminder at least 30 days before expiration. For refunds, call ViaPath/ConnectNetwork customer service at 866-516-0115. If you already have a ConnectNetwork login, use the same email and password to sign in.
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