Phone Options for Plainfield: Collect, AdvancePay, and PIN Debit — Plus How to Block or Unblock Calls

Plainfield offers three phone options through ViaPath: collect calls, AdvancePay® (prepaid collect), and PIN Debit. Standard collect calls bill you - the person receiving the call - through your monthly phone statement. AdvancePay works differently: you prepay into an account, and charges are deducted each time you accept a call. This avoids some restrictions that come with carrier billing. PIN Debit flips the payment entirely - the incarcerated person pays from their debit account, though friends and family can add money to it. Need customer service? ViaPath has separate lines: AdvancePay at 800-483-8314, PIN Debit at 855-706-2445, and Trust Fund deposits at 888-988-4768.

Waiting for a call that never comes through? The problem might be the call type, not your phone. Standard collect calls can't connect to cell phones, office phones, or hospital numbers. Even if your number is correct, a collect call simply won't reach it.

The fix: use AdvancePay prepaid collect, which supports cell phones. Set up an account at ConnectNetwork.com or call 800-483-8314, then add funds. Accepted calls draw from your prepaid balance instead of relying on carrier billing.

1. Set up AdvancePay (prepaid collect) - Use ConnectNetwork.com or call 800-483-8314. This is the option that can be set up for cell phones.
2. Set up or fund a PIN Debit account - Call 855-706-2445 for PIN Debit support so funds can be used for calls from the incarcerated person’s debit account.
3. Use the Trust Fund line for deposit help - If what you’re trying to do is add money to a Trust Fund account (not the phone account), call 888-988-4768.

• ✓ The phone number you want calls to reach (especially if you’re setting up AdvancePay for a cell phone)
• ✓ A way to pay and add funds to the account
• ✓ The correct ViaPath line for what you’re trying to do: AdvancePay (800-483-8314), PIN Debit (855-706-2445), or Trust Fund (888-988-4768)

If you just want to stop a call in the moment, you can refuse any incoming call at any time by hanging up or pressing “1” when prompted. The call disconnects, and the incarcerated person is notified that the call was not accepted.

Need calls to stop permanently? You can block incoming calls from a correctional facility during the call prompt. When prompted, press "6" and create a 4-digit PIN to confirm. Keep that PIN somewhere safe - you'll need it to remove the block later.

1. Call ViaPath customer service - Contact ViaPath at (877) 650-4249 and ask for the block on your number to be removed.
2. Wait for processing - Once the request is submitted, block removals typically take 1–2 business days to process.

Still getting calls you don't want? Start with the immediate tools: hang up or press "1" to refuse, or use the permanent block option to stop calls entirely. For harassment or threats, escalate outside the phone system - contact the facility's administration in writing to request restrictions, and involve local law enforcement if you feel unsafe. Act quickly and document everything. The caller gets notified when a call isn't accepted.