Penmate Inmate Support Guides
Sending Money

How to Send Money to Facility

Sending money is usually straightforward once you know the account rules. The biggest thing to watch for? What happens to a Friends and Family account if it sits unused.

• 2 min read Based on general NC policies
How to Send Money to Facility

If you use a GTL/ConnectNetwork Friends & Family account to send funds, keep an eye on activity. Accounts can become inactive and subject to forfeiture after 180 consecutive days without any use. Any transaction during that window resets the clock, so even small activity keeps the account alive.

Need a refund on a GTL/ConnectNetwork Friends & Family account? You can request one through customer service. Call GTL at 866-516-0115.

Note: The key deadline is 180 days of inactivity. After that, the account can be subject to forfeiture. For refunds, contact GTL customer service at 866-516-0115. For anything else about how this facility processes payments, confirm the current rules directly with the facility.

Steps

  • ✓ Use your GTL/ConnectNetwork Friends & Family account periodically so it does not sit inactive for 180 consecutive days (activity resets the inactivity period).
  • ✓ If you need a refund, call GTL customer service at 866-516-0115.
  • ✓ Verify any facility-specific money rules (such as approved payment options or processing limits) with the facility before you send funds.
How to Send Money to Facility

Policies can shift based on governing law or contract terms, and facilities sometimes layer their own procedures on top of the vendor's account rules. Before you rely on an old balance or a rarely used account, confirm that the 180-day inactivity and forfeiture policy applies the way you expect. Ask if there's any facility-specific step required to keep an account active or recover an inactive one.

  1. Call GTL customer service (866-516-0115): Ask whether your Friends & Family account is eligible for a refund and what they need from you to process it.
  2. Ask the facility if they have an internal requirement: Confirm whether the facility requires any documentation or additional step on their end related to refunds.
  3. Write down your confirmation details: Keep the date/time of the call and any reference number or notes you are given, in case you need to follow up.

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