Setting Up Phone Calls from Madison CI: AdvancePay vs. Collect Calls

Families typically handle inmate calls one of two ways: setting up an AdvancePay account they fund in advance, or accepting collect calls as they come. AdvancePay lets you manage your balance through ConnectNetwork before calls happen, which feels more predictable than paying per call. But the details matter. Enter the wrong information or send payment incorrectly, and you'll hit frustrating delays.

Set up your AdvancePay account online at web.connectnetwork.com/get-started-fdc/. Your balance is tied to your phone number, so double-check you're entering the right one. Keep your login details somewhere safe - you'll need them to manage the account.

Run into account or billing issues? Call AdvancePay customer service at (866) 732-9098. Have your phone number ready - that's how they identify your account.

Sending a payment by mail? Use this address exactly: AdvancePay Service Dept., PO Box 911722, Denver, CO 80291-1722. Getting it right avoids delays in posting funds to your account.

• ✓ Include your telephone number on the check or money order - payments received without a telephone number cannot be posted to an AdvancePay account.
• ✓ If you pay by check or money order, allow 7–10 business days for the payment to post.

Use your real first and last name when creating your ConnectNetwork profile - exactly as it appears on your government-issued photo ID. Your account information may need to match official visitation records for security purposes. A mismatch can cause problems when verifying your identity or keeping your account active.

Budget for extra costs. AdvancePay payments may include fees, so factor that in when adding money for regular calls.

Practical Tips

• ✓ When mailing a payment, send it to: AdvancePay Service Dept., PO Box 911722, Denver, CO 80291-1722.
• ✓ If you use a check or money order, write your telephone number on it - without a telephone number, the payment can’t be posted.
• ✓ Build in time: checks and money orders can take 7–10 business days to post.
• ✓ When setting up your ConnectNetwork account, make sure your first and last name match your government-issued photo ID (it may need to match official visitation information).