ViaPath / ConnectNetwork Customer Service Numbers: Who to Call for Phone and Account Issues (for Pendleton families)

For most phone and account issues with Pendleton calls, start with the phone vendor (ViaPath/ConnectNetwork) - not the facility. Vendor support handles collect calls that stopped going through because you hit your carrier's billing limit, setting up or funding an AdvancePay prepaid account, and AdvancePay refunds. They're also the right contact if your number got blocked and you need that block removed.

• ✓ You reached your phone carrier’s collect-call billing limit and calls stopped - call to set up AdvancePay so you can receive calls again
• ✓ You need to make an AdvancePay deposit by phone
• ✓ You need general help with calling options
• ✓ Your phone number is blocked and you need the vendor to submit a block-removal request (typically takes 1–2 business days)
• ✓ You need a refund for an AdvancePay account

For AdvancePay setup and deposits, call (800) 483-8314. Use this number if collect calls stopped working because you hit your phone carrier's billing limit - you'll need to switch to a prepaid AdvancePay account to start receiving calls again. This is also the line for making deposits.

For general questions and refunds, call (877) 650-4249. This customer service line handles questions about calling options and AdvancePay refund requests.

Need to stop calls from coming through? You have a couple of options. During a call, press "6" when prompted and set a 4-digit PIN to permanently block that number. Keep that PIN - you'll need it if you ever want the block removed. You can also request a permanent block through ViaPath customer service at (877) 650-4249. Trying to reverse a block on your own number? Call ViaPath customer service at (877) 650-4249 and ask a representative to submit a removal request. Block removals typically take 1–2 business days.

What to Have Ready

• ✓ The phone number you’re calling about (and any account details you have)
• ✓ The incarcerated person’s name and ID number
• ✓ Details from your most recent deposit or charge (date/amount), if you’re calling about an AdvancePay issue or refund

Having your details ready helps the representative find your account quickly - especially for block removal requests. If you're waiting on a block removal, expect a 1–2 business day turnaround after the request goes in.

If the vendor can't resolve the issue and you're dealing with unwanted calls or correspondence, contact the Warden at the facility where the person is housed. After reviewing your request, the facility may place restrictions on written correspondence and/or telephone contact.