How to set up a phone account and recover PINs for inmates at Greensville Corrections Center (VA)
Phone calls at Greensville come down to two things: the inmate's approved call list and the PIN/ID they use to access the system. Here's how setup works, how families can fund calls, and what to do if a PIN gets lost.
Greensville Corrections Center uses Virginia Department of Corrections (VADOC) phone procedures, which run through ConnectNetwork by Global Tel*Link (GTL). All calls are recorded and monitored - except properly verified attorney calls. If you're helping someone get phone access set up, keep that monitoring in mind. Save sensitive legal details for verified attorney communications.
Inmates place calls using a four-digit PIN combined with their DOC ID number. That PIN+ID combination is the key to the system - it's what they enter to access the phone and dial approved numbers.
Your loved one will need to set up their phone access early on. VADOC requires inmates to have an approved call list, and the inmate is responsible for maintaining it. That list determines who they can call - both landlines and cell phones.
Heads up: The approved call list is limited to 15 telephone numbers, and the inmate is the one who has to keep that list updated.
The phone system at Greensville requires two pieces of information: a four-digit PIN and the inmate's DOC ID number. For funding and account setup, you'll also need the inmate's seven-digit state ID number - families are typically asked for that when making deposits through ConnectNetwork. If calls aren't connecting, double-check that the inmate is using the correct PIN+ID combination and that the number they're dialing is actually on their approved list.
- Create a ConnectNetwork account - this is the platform GTL uses for VADOC phone funding.
- Choose the right location - select “VA” as the state and “Department of Corrections” when prompted.
- Enter the inmate’s seven-digit state ID - you’ll need this ID number to match the deposit to the correct person.
- Pick the funding option that fits your situation - you can fund a prepaid phone account (AdvancePay) for receiving calls, or make a deposit to the inmate’s PIN Debit Account through ConnectNetwork.
If the inmate forgets their PIN or something seems off, they can report the issue directly by dialing #21 (the vendor hotline). This is the fastest channel for PIN trouble - quicker than routing it through other paths.
Note: Lost or replaced PINs are handled by the contract vendor, not facility staff. The vendor issues a new secured PIN through the GTL Viapath Hotline Response 440_F12 process.
Family Actions
- ✓ Create a ConnectNetwork account.
- ✓ Select “VA” as the state and “Department of Corrections.”
- ✓ Have the inmate’s seven-digit state ID number ready.
- ✓ Fund calls using AdvancePay through ConnectNetwork, or call ConnectNetwork toll-free at 1-800-483-8314.
- ✓ If you’re depositing to the inmate’s PIN Debit Account, complete the deposit through ConnectNetwork using the inmate’s seven-digit state ID.
During PIN issues, the best thing you can do is have the inmate's correct identifying info ready - especially the seven-digit state ID for deposits - and keep your phone available. Since the inmate needs their PIN and DOC ID to access the phone system, they may need to confirm details with you while you're setting up or funding an account.
Many "phone problems" are actually call-list problems. The inmate maintains their approved call list, and it maxes out at 15 numbers. If your number isn't on the list - or got replaced - calls won't connect.
Reminder: For lost or malfunctioning PINs, the inmate should use the vendor hotline by dialing #21, and the contract vendor handles secured PIN replacement (not the facility).
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