What to Do If Your Money Order Doesn't Arrive for Someone at Neuse Correctional Institution

Mailed a money order that hasn't posted yet? Wait at least one full week before reporting it to TouchPay/ViaPath. The deposit materials are clear: don't email about problems until at least a week after mailing.

After a week with no deposit showing, email TouchPay/ViaPath to start troubleshooting. Use moneyorders@viapath.com (the vendor email listed on the deposit form). The more details you include, the easier it is for them to track down what happened.

• ✓ Sender’s name and the return address you wrote on the deposit slip (make sure it’s correct and readable)
• ✓ The offender’s full name
• ✓ The offender’s OID number (double-check it against what you used on the deposit slip)
• ✓ Money order amount
• ✓ Date you mailed it
• ✓ A copy/photo of the completed deposit slip (if you have one)
• ✓ A copy/photo of the money order stub/receipt (if you have one)

Email is the right move when you're past the one-week mark and need the vendor to investigate a specific mailed money order - especially if you can attach photos of what you sent. Got general questions about how deposits work? A phone call to ConnectNetwork is usually faster than starting an email investigation.

For general deposit questions or help with inmate financial services, call ConnectNetwork toll-free at (888) 428-1845. Think of this as your "how do deposits work?" line. But if your mailed money order still hasn't posted after a week, email moneyorders@viapath.com with the details and any documentation you have.

Your money order might not actually be missing - it could be headed back to you. If TouchPay receives your money order but finds a problem with the deposit, they'll mail both the money order and deposit slip back to the return address you wrote on the form. Double-check that your return address was complete and legible when you filled it out.

Before you email or call, pull together the key details from your deposit slip and money order paperwork. Having everything ready saves time and helps the vendor match your message to what they received.

• ✓ Offender’s full name (exactly as you wrote it)
• ✓ Offender’s OID number (double-check for transposed digits)
• ✓ Sender name and return address from the deposit slip
• ✓ Money order amount
• ✓ Date you mailed the money order
• ✓ Proof of what you sent: a photo/scan of the completed deposit slip and the money order stub/receipt (if available)
• ✓ Confirmation that the deposit slip was filled out completely and legibly in blue or black ink