How to request a refund and avoid losing AdvancePay (ConnectNetwork) funds — for families with someone at Richmond Jail Detention (VA)

AdvancePay (through ConnectNetwork/ViaPath) is a prepaid calling account families use to pay for phone calls. Here's what you'll learn: how to keep your balance from being forfeited after 180 days of inactivity, how to set up text or email reminders so you don't miss the deadline, and how to request a refund by phone if you'd rather cash out. There's also a quick section on the 2020 Telmate/ViaPath data breach if you're concerned about privacy.

ViaPath's policy states that AdvancePay accounts become inactive and can be forfeited after 180 consecutive days without use (unless a different period applies under governing law or contract). The key detail: any account activity resets that 180-day clock. So letting an account sit untouched for months is what puts your money at risk - use it once, and the countdown starts over.

The easiest way to avoid losing your balance is to opt in to reminders. ViaPath will send a text or email alert no later than 30 days before your account expires - but only if your contact information is on file and you've opted in. That heads-up gives you time to act before hitting the 180-day cutoff. Changed your phone number or email since opening the account? Update it with ViaPath/ConnectNetwork and confirm you're opted in. Reminders only work if they can reach you.

Want a refund instead? Call customer service at 877-650-4249 and request one. That's the process ViaPath/Telmate confirms.

Worried about account security? In August 2020, ConnectNetwork/Telmate reported that unknown attackers accessed personal information for thousands of users. The exposed data included names, contact information, driver's license numbers, passport numbers, Social Security numbers, and payment card/financial account details. ViaPath published a breach-information document explaining what happened and steps you can take to protect yourself.

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• ✓ Check whether your AdvancePay account has been used recently, since 180 consecutive days of inactivity can put the balance at risk of forfeiture (see “the 180-day rule”).
• ✓ Make sure ViaPath/ConnectNetwork has your current phone number and/or email, and opt in to text/email reminders so you’ll get an alert no later than 30 days before the scheduled expiration (see “expiration reminders”).
• ✓ If you want your remaining balance back, call ViaPath/Telmate customer service at 877-650-4249 and request a refund (see “how to request a refund”).
• ✓ If you’re concerned about privacy, review the information about the August 2020 Telmate/ViaPath breach and follow the recommended protection steps in their breach document (see “account security”).

Here's what ViaPath/ConnectNetwork confirms: AdvancePay accounts can be forfeited after 180 consecutive days of inactivity (though a different period may apply based on law or contract), and any account use resets the clock. Refunds are available by calling 877-650-4249. What we can't confirm from vendor materials: the exact questions they'll ask on the phone, any specific refund form fields, or the step-by-step path for opting into reminders. If you hit a snag, call ViaPath/Telmate at the number above. For questions about how the calling account connects to your loved one's phone access at Richmond Jail Detention, contact the facility directly.

Vendor-confirmed details used in this guide: (1) AdvancePay accounts can be forfeited after 180 consecutive days of inactivity (unless a different period applies by law or contract), and using the account resets the inactivity period; (2) ViaPath sends a text/email reminder about scheduled expiration no later than 30 days before the account expires if you've opted in and provided contact information; (3) refunds are available by calling 877-650-4249; (4) Telmate/ViaPath reported an August 2020 data breach exposing personal information including identity and payment details. For full policy language and the breach-information document, see ViaPath/ConnectNetwork's official materials.