Why You Might Not Receive Collect Calls — and How to Make Sure Your Loved One Can Call Your Phone

Here's the most common culprit: standard collect calls can't reach cell phones, office lines, or hospital numbers. If your loved one tries a regular collect call to your mobile, it may fail automatically - even when everything else is set up right.

Rates and calling options also vary by facility. To see what's available and what it costs, check your ConnectNetwork account for details specific to your loved one's location.

Need calls on your cell phone? AdvancePay is the fix. It's ViaPath's prepaid collect option, and it works with any phone type - including mobiles. Set it up through ConnectNetwork or call 800-483-8314. Once your number is funded, charges come out of that balance when you accept calls.

• ✓ Set up an AdvancePay account for the exact phone number you want your loved one to call (including a cell phone number).
• ✓ Add funds to the AdvancePay account so there’s a balance available when calls come in.
• ✓ Double-check that the phone number is entered correctly, since the account is tied to that specific number.

One thing to watch: AdvancePay accounts go inactive after 180 consecutive days without a call, and unused funds can be forfeited. Need a refund? Call customer service at 877-650-4249.

PIN Debit works differently. Instead of you funding a prepaid account, your loved one pays for calls using their own phone account balance. They can add money from their commissary or trust account - so you're not the one covering every call.

PIN Debit rates vary by facility. Check your ConnectNetwork account for current pricing, or call 855-706-2445 if you need help.

1. Call ViaPath customer service - Request that the block on your telephone number be removed by calling 877-650-4249.
2. Wait for processing - Block removal requests typically take 1–2 business days to go through.
3. Use the right support line if needed - For payment-service questions, AdvancePay support is available at 800-483-8314 and PIN Debit support at 855-706-2445.

Don't let your AdvancePay account sit idle. After 180 consecutive days without activity, it goes inactive and funds can be forfeited. Refunds aren't automatic - call 877-650-4249 to request one. For quick reference, ViaPath's toll-free payment lines are: AdvancePay at 800-483-8314, PIN Debit at 855-706-2445, and Trust Fund at 888-988-4768.