Penmate Inmate Support Guides
advancepay-setup-for-families

Setting Up AdvancePay Phone Service: What Family Members Need to Know

AdvancePay is one of the main ways families pay for phone calls from someone at an FDC facility. Set it up once, and your loved one can call you using the balance on your prepaid account.

• 2 min read • web.connectnetwork.com
Setting Up AdvancePay Phone Service: What Family Members Need to Know

AdvancePay is ConnectNetwork’s prepaid calling service. You add money to an account connected to your phone number, and your incarcerated family member or friend can then place calls to you using that available balance.

The easiest route? Use ConnectNetwork's online "get started" page for FDC facilities. You'll create your account there and handle deposits and settings going forward.

You can also set up and fund your account by phone. ConnectNetwork's automated system at (866) 732-9098 lets you open an AdvancePay account and make deposits.

Prefer to handle everything from your phone? The free ConnectNetwork mobile app lets you open an AdvancePay account, make deposits, and track your balance.

If you run into trouble - a deposit that didn't go through, a question about your account - call (866) 732-9098. This number handles both the automated system and customer service, so it's your starting point for any issue.

When creating your ConnectNetwork/AdvancePay profile, enter your name exactly as it appears on your government-issued photo ID. The system may check this against official visitation records, and mismatches can delay your setup.

Setting Up AdvancePay Phone Service: What Family Members Need to Know

Quick Checklist

  • ✓ Use AdvancePay (ConnectNetwork’s prepaid calling service) so your loved one can call using your account balance.
  • ✓ Set up and manage your account on ConnectNetwork’s “get started” page for FDC facilities.
  • ✓ Or open the account / add funds by phone through the automated system at (866) 732-9098.
  • ✓ Or use the free ConnectNetwork mobile app to open, manage, and fund the account.
  • ✓ Make sure the first and last name on your account matches your government-issued photo ID (it may be checked against visitation records for security).

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