5 Common Questions About ConnectNetwork Phone and Money Accounts for Mid‑State
Setting up calls or adding funds for someone at Mid‑State? ConnectNetwork's account rules can be confusing at first. Here are answers to the questions families ask most about AdvancePay phone funding, refunds, and getting help.
With AdvancePay, each phone number gets its own separate
Online account closure isn't available for every facility - only select ones. If you have the option, sign in to your ConnectNetwork account, go to the AdvancePay page, and choose Close Account. Follow the prompts to confirm.
Note: If you close an AdvancePay account with an unused balance, ConnectNetwork can mail you a refund check. Make sure your mailing address is confirmed (and updated if needed) so the check goes to the right place.
Q3
- ✓ GTL customer service (blocking/unblocking & account help): +1 (877) 650-4249
- ✓ VAC customer service (blocking/unblocking & account help): +1 (800) 913-6097
- ✓ DSI customer service (blocking/unblocking & account help): +1 (888) 949-3303
Not sure which division handles your account? ConnectNetwork's help resources can point you in the right direction. Once you know the division, use the matching number above. Calling the correct line saves time when you need to unblock calls or fix an account issue fast.
Want to deposit by phone? ConnectNetwork's automated system walks you through it step by step. Phone payments accept Visa and MasterCard, and the line is available 24 hours a day, 7 days a week, 365 days a year.
- Have your account number ready - the system will ask for the appropriate account number for the deposit.
- Know the facility - be ready to provide the facility name.
- Gather the incarcerated person’s details - you’ll be asked for the inmate information connected to the account.
- Prepare your payment info - for phone payments, you’ll need your credit card details.
- Keep the Site ID handy if required - some Trust Fund and/or PIN Debit deposits may also require the facility “Site ID.”
To pay an AdvancePay account by mail (for GTL/DSI/PCS accounts), send a check or money order payable to “AdvancePay Service Department.” Include your account number with the payment and mail it to: PO BOX 209722, Dallas, TX 75320-9722.
Q5
- ✓ Double-check you’re funding the correct phone number/account number (each number is funded separately).
- ✓ If you’re depositing by phone, have the account number, facility, inmate info, and payment details in front of you before you start.
- ✓ For Trust Fund and/or PIN Debit deposits, make sure you have the facility “Site ID” if the system asks for it.
- ✓ If a phone payment didn’t go through, confirm you used an accepted card type (Visa or MasterCard) and try again - phone payments run 24/7/365.
For call blocking, unblocking, or other division-specific phone issues, use the right customer service line: GTL at +1 (877) 650-4249, VAC at +1 (800) 913-6097, or DSI at +1 (888) 949-3303. If you need to close an AdvancePay account or get money back, refunds for unused balances come by mailed check - so confirm your mailing address is correct before requesting one.
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