What Happens to ViaPath Photos, Messages, and Media at Pleasant Valley — What Families Need to Know Before March 17–20

If your loved one uses a ViaPath tablet at Pleasant Valley, expect a hard break in purchased content when the facility switches to Securus. CDCR has been clear: content purchased through ViaPath cannot be moved to the new tablets. This includes photos, e-messages, and other media bought through ViaPath. If you've paid for any of these expecting them to "show up again" on the new device, they won't. The tablet provider change doesn't automatically migrate your purchases. The bottom line: treat ViaPath photos, messages, and purchased media as staying with ViaPath. The tablet exchange swaps the device and service platform - it doesn't move your family's purchased library from one company's system to another.

During Pleasant Valley's transition, the tablets themselves get exchanged. According to CDCR's rollout guidance, incarcerated people will turn in their ViaPath tablet and receive a new Securus tablet. This is where many families get caught off guard. A new tablet doesn't mean old ViaPath purchases come with it. Think of it like switching phone carriers: the device changes hands, but your purchases stay tied to the original platform unless there's a specific transfer process. For ViaPath purchases, CDCR says they can't be moved.

Pleasant Valley's tablet transition runs March 17–20. That short window is why families need to make decisions quickly - especially if you have money sitting in a ViaPath balance or want to avoid paying for content you won't be able to use on the new system. Even if your loved one already knows about the change, you can help by checking your own ViaPath spending and balances now, while the facility is still on ViaPath.

Want to protect money you've already put into ViaPath? Focus on refunds for unused balances - that's the option CDCR specifically describes. Families can request refunds for unused balances through the ViaPath call center. On your loved one's side, CDCR states that unused ViaPath balances will be refunded automatically to their trust accounts. If they're worried about leftover funds disappearing during the changeover, this is good news: unused balances don't just vanish, even though purchased content won't transfer.

• ✓ Contact the ViaPath call center to ask about a refund for any unused ViaPath balance.
• ✓ Ask where the refund will go (for example, back to your payment method versus to the incarcerated person’s trust account).
• ✓ Write down the date/time you called and any confirmation or reference number you’re given.
• ✓ If your loved one has unused ViaPath funds on their side, expect those unused balances to be refunded automatically to their trust account.

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• ✓ Can any ViaPath-purchased photos, e-messages, or media be exported or refunded, since they won’t transfer to Securus?
• ✓ How do I request a refund for an unused ViaPath balance, and what information do you need from me?
• ✓ Will the refund go back to my payment method, or will it be routed to the incarcerated person’s trust account?
• ✓ What’s the expected timeline for processing the refund, and will I receive a confirmation/reference number?
• ✓ For Pleasant Valley’s March 17–20 exchange, who can confirm the exchange process and timing at the institution?