Protect AdvancePay funds and your personal info: what Richmond Jail families should know about ConnectNetwork/Telmate

This applies to you only if your loved one's phone or messaging account runs through ConnectNetwork/Telmate and you're funding it with an AdvancePay balance. Not sure? Ask your loved one what system their facility uses for calls. You can also check your own records - look for transaction confirmations or account emails mentioning ConnectNetwork, Telmate, or AdvancePay. Still unclear? Call the jail and ask staff which vendor handles prepaid calling accounts. Don't add money anywhere until you've confirmed you're using the right service.

If Richmond Jail uses ConnectNetwork/Telmate for AdvancePay, there's a time limit you need to know about. Once your AdvancePay account is created, it can become inactive and subject to forfeiture after 180 consecutive days without activity. The exact timing may depend on governing law or contract terms, but the bottom line is the same: leave money sitting too long without any account activity, and you risk losing access to that balance.

The good news: this clock isn't "set and forget." Any account activity during that window resets the 180-day countdown. What you're trying to avoid is a long stretch where nothing happens - no calls, no transactions, no activity at all - so the account doesn't get flagged as inactive.

If Richmond Jail uses ConnectNetwork/Telmate, set up reminders so you're not relying on memory alone. When your contact info is on file and you've opted in to text or email alerts, you should receive a notice at least 30 days before the account expires. Take a minute to double-check that the phone number and email on the account are current. Confirm you're opted in - especially if you've changed numbers, switched email addresses, or set up the account a long time ago.

Request Refund

• ✓ Call ConnectNetwork customer service at 877-650-4249 to request a refund for a forfeited/inactive AdvancePay balance.
• ✓ Have the account holder name ready.
• ✓ Have the email address used on the account (or any account-identifying details you have from receipts/confirmations).
• ✓ Be ready to estimate when the account was last used (even an approximate month and year helps you explain the situation quickly).

ConnectNetwork reported that in August 2020, personal information for thousands of Telmate users was exposed and accessed by unknown attackers. According to the notice, the compromised data may have included names and contact information, driver's license and passport numbers, Social Security numbers, payment card and financial account details, personal messages, and grievance forms. Not every type of information applied to every person. ConnectNetwork also directs users to a Telmate Data Breach information PDF explaining what happened and outlining recommended actions - worth reading carefully if you ever used Telmate.

• ✓ Read the Telmate Data Breach information PDF ConnectNetwork references so you understand what information may have been involved and what actions are recommended.
• ✓ Watch your bank and card activity closely for charges you don’t recognize.
• ✓ Monitor financial accounts tied to any payment methods you used with the service.
• ✓ Change passwords anywhere you reused the same password, and choose a strong, unique password going forward.
• ✓ Consider credit monitoring if you’re worried sensitive identifiers (like a Social Security number) may have been part of your exposure.

Quick Checklist

• ✓ Confirm whether your loved one’s Richmond Jail account actually runs through ConnectNetwork/Telmate (ask your loved one, check your receipts/emails, or confirm with the jail before paying).
• ✓ If you do use AdvancePay, don’t let the account sit unused for 180 consecutive days - accounts can become inactive and be subject to forfeiture.
• ✓ Remember that any use during the inactivity period resets the 180‑day clock.
• ✓ Opt in to text/email alerts and make sure your contact info is current so you can get a reminder no later than 30 days before scheduled expiration.
• ✓ If a balance is forfeited, call 877-650-4249 to request a refund.
• ✓ If you ever used Telmate, review the Telmate breach information PDF and keep monitoring your financial accounts.