How Families Can Get Refunds for ViaPath Balances During the Securus Switch

How refunds work depends on who holds the balance. If you have unused funds in a family-held ViaPath account, you'll need to request a refund through ViaPath's call center. Balances belonging to incarcerated people are handled differently - those funds get refunded automatically to the person's trust account. You don't need to do anything for that part.

1. Confirm the balance you’re trying to refund - make sure you’re looking at a family-held ViaPath balance (not your loved one’s trust account funds).
2. Request the refund through the ViaPath call center - CDCR’s guidance is that families must request refunds for unused ViaPath balances through ViaPath’s call center.
3. Keep a simple record for yourself - write down the date you requested the refund and the amount you were trying to get back, so you can track it if you need to follow up.

Here's something that catches families off guard: content purchased through ViaPath won't transfer to the new Securus tablets. Photos, e-messages, and media are all staying behind. The devices are changing too - during the transition, incarcerated people will turn in their ViaPath tablet and receive a new Securus one.

CDCR's rollout schedule for Mule Creek State Prison lists the phone transition for 3/9 and the tablet transition for 3/10–3/13. If you want a refund on an unused family ViaPath balance, check your balance and start that request before the tablet exchange window begins. That's when people are turning in ViaPath tablets and moving to Securus.

• ✓ Check whether you have an unused family-held ViaPath balance you want back.
• ✓ If you do, request the refund through the ViaPath call center.
• ✓ Aim to do this before Mule Creek’s listed tablet transition window (3/10–3/13), with the phone transition listed for 3/9.
• ✓ If you’re unsure whether the balance is yours or your loved one’s, remember: incarcerated balances are refunded to trust accounts automatically, but family balances require a request.

Ready to request a refund but can't find ViaPath's contact info? Don't rely on random numbers posted online. Start with the information inside your ViaPath account, and check CDCR's tablet transition resources for current instructions. With Mule Creek's transition dates (phone 3/9; tablets 3/10–3/13) approaching, don't wait too long if you know you have unused funds.