Getting Your Money Back: How Families Can Request ViaPath Refunds After Kern Valley’s Tablet Switch

Kern Valley State Prison switched telephone service on 3/23, with tablets transitioning between 3/24–3/27. If you had money in a ViaPath balance during that changeover, you may be able to get it back. What happens next depends on whether the balance was on your loved one's incarcerated account or on a family account.

CDCR draws a clear line for incarcerated balances: if the unused ViaPath funds belong to the incarcerated person, they'll be refunded to their trust account automatically. You shouldn't need to file a separate request to get those funds moved over.

Family-held balances work differently. CDCR says families can request refunds for unused ViaPath balances through the ViaPath call center. If the unused funds are tied to your account rather than your loved one's trust account, you'll need to initiate the request yourself.

For a family refund, CDCR's direction is simple: contact the ViaPath call center to request a refund for any unused balance. Refund instructions should also be available on ViaPath's website - check there for the most current guidance on what information you'll need and how the process works.

Prepare

• ✓ Write down your current unused ViaPath balance (or take a screenshot for your records)
• ✓ Gather any receipts or confirmation emails for recent ViaPath purchases tied to the balance you’re trying to refund
• ✓ Note whether the unused funds were on your family account or the incarcerated person’s account (since incarcerated balances are handled through the trust account)

Can't find the exact refund directions? Focus on the two places CDCR points to: ViaPath's website (where instructions should be posted) and CDCR's tablet information page explaining the transition and refund process. CDCR says families can request refunds through the ViaPath call center, but the posted guidance doesn't include a phone number or direct refund form. You'll likely need to find the call center contact details on ViaPath's site.

1. Check ViaPath’s website for the posted refund instructions - CDCR says the instructions will be available there.
2. Use the ViaPath call center to request the refund - CDCR’s guidance is that families request unused-balance refunds through the call center.
3. Keep your documentation in front of you while you request - your current balance and purchase records help you explain exactly what you’re trying to refund.