Setting Up AdvancePay Phone Service: What Family Members Need to Know
Phone calls matter. Getting the account set up correctly from the start can save you real frustration down the road. Here's how AdvancePay works, how to open an account, and a few simple habits that help keep calls from dropping.
AdvancePay is ConnectNetwork’s prepaid calling service. You add money to a prepaid balance tied to your phone number, and your incarcerated loved one uses that balance to call you. For many families, this is the simplest way to cover calls ahead of time and avoid collect-call hassles.
The easiest way to get started is online at web.connectnetwork.com/get-started-fdc/. That same site is where you'll manage your AdvancePay account once it's set up. Prefer doing everything from your phone? You can also open and manage an AdvancePay account through the free ConnectNetwork mobile app.
If online setup isn't working for you, or you'd rather handle things by phone, you can open an account and make deposits through GTL's automated telephone system at (866) 732-9098. This is also the ConnectNetwork customer service number for AdvancePay, so it's the right place to call if you have billing questions or need help with your account.
When you create your ConnectNetwork account, enter your first and last name exactly as it appears on your government-issued photo ID. No nicknames, shortened names, or alternate spellings. ConnectNetwork specifically recommends this because your account name may need to match official visitation records for security purposes. Double-check your spelling before you submit.
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- ✓ Don’t attempt a three-way call during an AdvancePay call.
- ✓ Don’t try to transfer the call.
- ✓ Don’t use or answer call waiting while the call is in progress.
- ✓ Don’t press numbers on the touch-tone keypad during the call.
Heads up: ConnectNetwork warns that three-way calling, call transfers, call waiting, and keypad presses can all trigger a disconnection. If your calls keep dropping, plan your call time so you won't need any of those features.
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