Phone calls, video visits, and messaging: how to get started
Phone and video services in Colorado typically run through third-party providers, and the provider varies by facility. Some agencies use GettingOut/ConnectNetwork (including AdvancePay for phone calls). The Colorado Department of Corrections (CDOC) uses Securus for its inmate communication system. Some county facilities use Homewav for remote video visits and phone services.
If your loved one is at a GettingOut/ConnectNetwork facility, set up the right account type ahead of time. AdvancePay handles incoming phone calls, while video visits require a separate Video Visit account. Check account eligibility too: GettingOut's terms say their services are intended for users over age 18.
CDOC video visits start with visitor approval. Submit a visiting application with a copy of your government-issued photo ID. Once you're approved on the visiting list, you can set up and schedule video visits online through Securus. At facilities using Homewav, create an account online or in the mobile app, select the facility and incarcerated person, add money, and then your loved one initiates the video call. If you have a billing issue or need a refund for a video visit, the provider (not the facility) handles refunds.
Common Questions
Q
How do I set up a video visit with someone in a Colorado facility?
Usually there are two parts: get approved as a visitor, then register with the video provider the facility uses. For CDOC, you submit a visiting application with a copy of your government-issued photo ID through the visiting office, and once approved on the visiting list you can set up and schedule video visits online through Securus. For some county remote visits, the incarcerated person initiates the video session after you log in.
Q
Can I receive phone calls from an inmate and what do I need to do?
Often you will need to create and fund a phone account with the facility’s provider before calls can connect. For example, GettingOut states you need to create and fund an AdvancePay account with ConnectNetwork to receive phone calls. If your loved one is in a federal BOP facility, the First Step Act guide describes additional monthly phone minutes as an incentive for adults in custody in opt-in status.
Q
Who handles refunds or problems with a paid video visit?
The video visit provider handles refunds and payment issues, not the facility. CDOC states refunds are issued by the video visit provider and that it is the visitor’s responsibility to contact the provider. Because providers can vary by facility, start with the provider used for that specific jail or prison.
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