Help Frequently Asked Questions header
Frequently Asked Questions
  1. About Offenderconnect
  2. AdvancePay Prepaid Phone Accounts
  3. Inmate-managed Accounts:
    1. PIN Debit Prepaid Phone Accounts
    2. Trust Accounts
  4. Depositing Funds:
    1. Using Credit or Debit Cards
    2. Other Deposit Options
  5. Product Information:
    1. Phone Service
    2. Phone Service - for NY DOC Customers
    3. 1 Way Email Service (DSI Customers)
1. About OffenderConnect
Q. What is OffenderConnect?
A. OffenderConnect.com is the website where you can set-up, manage, and deposit funds to your AdvancePay Prepaid Phone Account or to the Inmate’s PIN Debit (Phone) or Trust Fund Accounts. You can also access, pay for, and use other services like email, for the facilities where those services exist.. Offenderconnect serves inmate friends & family members at facilities whose phone and other services are provided by GTL, DSI/ITI, VAC, or PCS.
 
Q. Does OffenderConnect support my facility?
A. For a list of participating facilities and what services are available at each, click on the “Locations” tab from the OffenderConnect.com homepage. Select a state from the dropdown to display a list with all participating facilities and available services. Note that for state DOCs, individual facilities are not shown - simply pick the state DOC account.
 
Q. How do I create an OffenderConnect account?
A. To create a new account, simply click the “Sign Up Now” button on any page or you can click the “Sign Up” tab in the top menu. You must click Accept on the Terms of Use screen to progress with your Account Setup. Follow the instructions in the Sign Up process to complete your account creation. Note that you must provide a working email address in order to complete the set up process and activate your account.
 
Q. What is my User ID?
A. Your User ID is needed to login to your account each time. You may choose your own User ID during the Sign Up process. Your User ID must be 8 characters in length and must be unique. Your User ID is case-sensitive. Once you complete the Sign Up process, your User ID cannot be changed.
 
Q. Why do you need my email address?
A. Once you complete the Sign Up process to create your account, a confirmation email is sent to the email address you provided on the Account Setup screen. You must access this email and click the link provided to complete your OffenderConnect account set up. You may update the email address associated with your OffenderConnect account any time by logging in to your account and clicking on Account Settings under the Account Home menu.
 
Q. What is my Password?
A. Your Password is needed to login to your account each time. You may choose your own Password during the Sign Up process. Your Password must be 8 characters in length with at least one character being a number. Passwords are case-sensitive.
 
Q. What if I forgot my User ID?
A. If you forgot your User ID, click on the "Forgot your User ID?" link in the Access My Account section on the OffenderConnect.com homepage. You will be taken through the User ID Recovery process and asked to provide the email address associated with your account as well as your Password. Your User ID will be emailed to you.
 
Q. What if I forgot my Password?
A. If you forgot your Password, click on the Forgot your Password? link in the Access My Account section on the OffenderConnect.com homepage. You will be taken through the Password Recovery process and asked to provide your User ID. Next you will be asked to provide the Answer to the Security Question you created during your Account Setup process. When you provide the correct answer to the Security Question, your password will be sent to the email address associated with your account.
 
Q. How do I change my Password?
A. If you would like to change your password, login to your account and go to Account Settings under the Account Home menu. Under the Password Information section, click the Change Password link. You will be taken through the Change Password process and asked to provide your Current Password as well as your New Password. New Passwords must be a minimum of 8 characters in length with at least one number. Passwords are case-sensitive.
 
Q. How do I update my Address, Email or other Account information?
A. To update your address or email information, login to your account and go to Account Settings under the Account Home menu. You can update account information such as your Address, Email Address, Password and Security Question/Answer.
 
Q. How do I change my First/Last Name on my account?
A. For security purposes, you are not able to change your First or Last Name for your account online. If you need to update this information, please contact Customer Service to speak with a representative.
 
Q. How do I add, edit or delete saved credit cards on my OffenderConnect account?
A. In order to complete any service transaction, you must have a credit card saved on your account. To add a credit card to your account, login to your account and click Manage Cards from the Account Home menu. Click the Add button to be taken through the process of adding a new credit card.

You may click the Edit button to update information for a saved card or click the Delete button to remove the card from your saved cards list. Remember, you must have at least one saved card on your account to use any of the OffenderConnect Services.
 
Q. How do I add or delete recipients on my OffenderConnect account?
A. To add or delete recipients from your OffenderConnect account, login to your account and click Manage Recipients under the Account Home menu. This will take you to the Manage Recipients section where you can add or remove Recipients from your Recipients List. From there you will click the Add button, search and select the recipient you wish to add, verify and submit your request.

Once a recipient is added to your account, you may select the Remove button from the desired recipient row to remove them from your list.
 
Q. How do I sign up for new services on OffenderConnect?
A. When you login to your account, your Account Summary screen displays a list of all services offered through OffenderConnect. You may sign up for any service by clicking on the Sign Up Now button under a service heading or by clicking on the service name in the left menu. The first time you use a service, you will automatically be taken through a Setup process for that service. Once your setup is complete, your Account Summary screen will display your recent activity for that particular service.

To find out if a particular service is available at your facility, click on the Locations in the left menu to search for participating Facilities. If your facility is not on the list or does not accept a particular service, speak with a representative from the facility to request the service you need.
 
Q. What should I do if I have not received my Offenderconnect activation email or the email to reset my password?
A. If you have not received an activation or password reset email from OffenderConnect please check your junk mail folder. After 24 hours, if you have still have not received an activation or password reset email contact our Offenderconnect Customer Support Department at the email address or phone number indicated in the “Contact Us” section.
 
Q. Once I set up an Offenderconnect account, do I have to make all deposits to phone and trust accounts online?
A. Once you have created an OffenderConnect account, you have the option of making AdvancePay Prepaid Phone Account deposits online, over the phone, through Western Union, or if available at your facility - at a GTL lobby kiosk.
 
Q. How do I add or delete recipients on my OffenderConnect account?
A. To add or delete recipients from your OffenderConnect account, login to your account and click Manage Recipients under the Account Home menu. This will take you to the Manage Recipients section where you can add or remove Recipients from your Recipients List. From there you will click the Add button, search and select the recipient you wish to add, verify and submit your request.

Once a recipient is added to your account, you may select the Remove button from the desired recipient row to remove them from your list.
 
2. AdvancePay Prepaid Phone Accounts
 
Q. How do I set up my AdvancePay Prepaid Phone Account?
A. To set up a new AdvancePay Prepaid Phone account on Offenderconnect.com, login to your OffenderConnect account and either click on the Sign Up Now button on your Account Summary screen or click Phone Account from the left menu.

The first time you select one of these options, you will automatically be taken through the Phone Setup process. During this process, you will be asked to enter the Phone Number you wish to create an account for, select your statement option and enter the address associated with the Phone Number. Next, you will be asked to select the State/Facility you wish to make the number available to. If an attempt to contact you has already been made from a Facility, details regarding that attempt will be available under the Recent Attempts section. If no attempted contact has been made from a Facility, select the State/Facility for which you wish to make your Phone Number available.
 
Q. Can I have more than one AdvancePay Prepaid Phone Account setup on my OffenderConnect account?
A. You may setup as many AdvancePay Accounts on your Offenderconnect account as you would like. Each AdvancePay Account must have funds available on it in order for you to receive calls to that Phone Number from the Facility.
 
Q. How do I make a deposit to my AdvancePay Prepaid Phone Account on OffenderConnect?
A. Once your AdvancePay Account is setup, you may make a deposit by clicking the Make a Payment link on your Phone Setup Confirmation screen or your Account Summary Screen. You may also click the Make a Payment left menu item under the Phone Account section. You will be taken through the Make a Payment process where you will select the Phone Number and Facility for your payment. You will then be asked to select a credit card from your saved cards. If you do not have a credit card saved yet, click the Add a Credit Card link under the Payment Information section or click Manage Cards under the Account Home menu.
 
Q. What is my Billing Address?
A. Your Billing Address refers to the address where you receive your credit card statements or the address associated with your credit card. In order to process a credit card payment online, the address you enter must match the address associated with your credit card statements.
 
Q. What if I have set up my AdvancePay Account on Offenderconnect, but am unable to receive calls?
A. First, make sure the number is not blocked by ensuring you have enough money on your AdvancePay Account. Next, you should go through the steps for how to unblock your phone number.

If you are still unable to receive calls after following these steps, contact Customer Service for assistance.
 
Q. How do I close/delete my AdvancePay Phone Account? Will I get a refund?
A. Login to your account and select Close Account from the Phone Account menu. Follow the Close Account process instructions by selecting the radio button next to the phone number/facility you wish to close your account with. Select the radio button next to "I want to close my account and receive a refund in the mail". Follow the close out process (verify and confirm) to receive your refund check in the mail and then click the Next button to verify all information is correct. If the address listed is not correct, please update it before you close your account.

Then, contact the GTL AdvancePay Service Department. We require a written request to be mailed or faxed by the owner of the account for a refund. GTL will endeavor to process refunds within 30 days, but no longer than 60 days after the date of the last payment to the account, and only after GTL has verified the viability of the payment method used. Accounts that are inactive for more than 90 days are subject to closure, and any funds remaining in the account will be forfeited and no refund issued*. An account is considered inactive if no calls have been accepted by the telephone number and no payments have been made to the account for more than 90 consecutive days. A processing fee may be deducted from the remaining account balance when the account is closed and a refund is issued*.

*May vary from state to state
 
Q. Can I find out the balance of my AdvancePay Account through Offenderconnect?
A. Your AdvancePay Account statement may be viewed by clicking the view statement link under Quick Links from your Account Summary screen, or you may click on the Phone Statement link under the Phone Account menu. Select the phone number of the statement you wish to review along with statement month and then click the View button.
 
3. Inmate-Managed Accounts:
A. PIN Debit Prepaid Phone Accounts
Q. What is an Inmate PIN Debit Account used for?
A. The Inmate PIN Debit Account is used by the Inmate to pay for phone calls to friends and family members. Inmates may call any telephone number permitted by their facility using their PIN Debit Account. The Inmate may fund this account themselves from their commissary or trust account. In addition, some facilities permit Friends and Family members to deposit funds directly to an Inmate’s PIN Debit Account, thereby allowing the Inmate to control and budget their phone calls. The “Locations” tab on Offenderconnect will indicate the facilities where this is permitted.

Note that because this is an Inmate-controlled account you will not be able to find out the account balance except by asking the Inmate. Once the Inmate is released, any remaining balance in the account will be refunded to the Inmate.
 
Q. How can I deposit funds to an Inmate PIN Debit Account through Offenderconnect?
A. After logging in to Offenderconnect, select the “Offender Phone Account” from the left side panel and follow the instructions. Those facilities which allow friend & family deposits to Inmate PIN Debit accounts will be indicated under the “Locations” link.

You will need the Inmate's PIN number in order to make a deposit into their account on either the Offenderconnect website or the voice response unit. If you don't know the PIN number, you may look it up online at Offenderconnect.com for most facilities or you may also check the facility’s website.
 
Q. How will I know if my Inmate PIN Debit Account deposit has been accepted?
A. You will receive a confirmation email telling you that your deposit amount was accepted and posted to the offender account you specified.
 
Q. How does the Inmate know that I have deposited funds into his/her PIN Debit Account?
A. The Inmate can attempt to make a telephone debit call and will be informed at the beginning of that call of the money residing in the account. If that person wants to confirm that a specific deposit has been made without attempting a call, he/she can do so by making an inquiry using an automated process associated with the telephones used within the facility.
 
Q. How do I view my PIN Debit Phone Account statement online?
A. After you’ve logged into your Offenderconnect account, click on the “Statement” link in the left side panel under the Offender Phone Account heading. Note that you will see your own deposit history but will not be able to view the account balance.
 
B. TRUST FUND Accounts
 
Q. Can inmates use funds I deposit in their Trust Fund Account to call me?
A. No. Phone calls cannot be paid for from an Inmate Trust Fund Account. The inmate must first put funds into their Inmate PIN Debit phone account before it can be used to make phone calls.
 
Q. How do I view my Offender Trust Fund Statement online?
A. After you’ve logged into your Offenderconnect account, click on the “Statement” link in the left side panel under the Offender Trust Account heading. Note that you will see your own deposit history but will not be able to view the account balance.
 
Q. How soon after I make a deposit to an inmate will they receive the money?

A. When you make a deposit to an inmate, the funds are available immediately to the facility. Each facility has its own policies regarding updating the inmate's commissary account with the available funds.

To find out when the inmate has received your funds, click on the Recent Activity under the Offender Trust Fund menu. At the bottom of the screen, under the Per Transaction section, there is a Payment Status table. This table will provide you with an up-to-date status on your current transactions.

An Accepted status shows when the inmate has received the funds.

A Pending status shows when the facility has received your funds but has not yet updated the inmate's account.

A Rejected status shows when your money transfer was not completed.

 
Q. How can I deposit funds to an Inmate Trust Account through Offenderconnect?
A. After logging in to Offenderconnect, select the “Offender Trust Account” from the left side panel and follow the instructions. Those facilities which allow friend & family deposits to Inmate Trust accounts will be indicated under the “Locations” link.

You will need the Inmate’s PIN number in order to make a deposit into their account on either the Offenderconnect website or the voice response unit. If you don’t know the PIN number, you may look it up online at
 
4. Depositing Funds
A. Deposits Using Credit Cards or Debit Cards
Q. What credit and debit cards are accepted?
A. GTL accepts any credit card bearing the Visa or Mastercard emblem (including debit and check cards) to establish an account through our automated systems. These may be used to make deposits to AdvancePay, Inmate PIN Debit, Inmate Trust Fund, or email services accounts.
 
Q. How long will it take for my payment to be applied to my account?
A. Payments are typically applied to your account within one business day.
 
Q. What is a Security Code?
A. The Security Code is a three-digit security code that is on the back of credit cards. The number appears in reverse italic at the top of the signature panel at the end.

For an example of a Security Code Click Here.
 
B. Other Deposit Options
Q. What other forms and methods of deposit to an AdvancePay account are accepted?
A. Acceptable forms of payment and available payment channels are indicated in the below table

To Pay With: By Phone(1) Online(2) At Kiosk(3) By Mail(4) Western Union(5)
Cash X X
Check X
Money Order X
Credit Card X X X
Debit Card X X X
Mastercard and Visa branded credit and debit cards are accepted.
(1) Please check the Contact section of this website for appropriate phone numbers for AdvancePay deposits.
(2) Log-in to this website to make a deposit.
(3) Check your facility for GTL lobby kiosk availability.
(4) For NY DOC: Mail to VAC, Dept 2548, P.O. Box 122548, Dallas, TX 75312-2548
For other VAC accounts: Mail to VAC, Dept 2430, P.O. Box 2430 Dallas, TX 75312-2430
For GTL, DSI, and PCS accounts: Mail to AdvancePay Service Department, P.O. Box 911722, Denver, CO 80291-1722
For all customers and facilities: indicate phone number of AdvancePay account.
(5) Use City Code AdvancePay AL
 
Q. What payment methods can I use to make a deposit to an Inmate PIN Debit Account?
A. Acceptable forms of payment and available payment channels are indicated in the below table

To Pay With: By Phone(1) Online(2) At Kiosk(3) By Mail(4)
Cash X
Check X
Credit Card X X X
Debit Card X X X
Mastercard and Visa branded credit and debit cards are accepted.
(1) LIMITED AVAILABILITY. For ODRC, WADOC, and Dallas County facilities only.
Please check the Contact section of this website for appropriate phone numbers for PIN Debit Deposits to these facilities.
(2) Log-in to this website to make a deposit. Facilities where PIN Debit deposits are allowed are indicated on the Locations page.
(3) Check your facility for GTL lobby kiosk availability.
(4) LIMITED AVAILABILITY. Include the following information: inmate name/ID, and the facility name.
For Washington DOC and Dallas County facilities only - mail to: VAC, Dept. 2430, P.O. Box. 122430, Dallas, TX 75312-2430
For TN DOC only - mail to: GTL TN DOC Debit Lockbox, P.O. Box 911705, Denver, CO 80291-1705
 
Q. What payment methods can I use to make a deposit to an Inmate Trust Account?
A. Acceptable forms of payment and available payment channels are indicated in the below table

To Pay With: By Phone(1) Online(2) At Kiosk(3)
Cash X
Money Order, Checks
Credit Card X X X
Debit Card X X X
Mastercard and Visa branded credit and debit cards are accepted.
(1) Please check the Contact section of this website for appropriate phone numbers for Trust deposits.
Check Locations page of this website for participating facilities and Site ID #s.
(2) Log-in to this website to make a deposit. Facilities where Trust deposits are allowed are indicated on the Locations page.
(3) Check your facility for GTL lobby kiosk availability.
 
5. Product Information
A. Phone Service
 
Q. What are the rates for my phone calls?
A. Rates vary by facility. To find out what your rates are, listen to the prompts (when the inmate calls you) and press the corresponding number to verify the call rates before you accept the incoming call. You may also contact Customer Service to request the rates for your Facility.
 
Q. In addition to the cost of the call, what other fees may apply?
A. GTL is a regulated telecommunications service that is required to remit payments to both state and federal government agencies to help fund the general agency oversight of all of the telecommunications industry. GTL is required to submit to the federal government a percentage of the money it receives from completing calls to support the Universal Service Fund. The amount of mandatory contribution is determined by the federal government and changes every quarter. This fluctuating percentage is applied to the cost of every call. The FCC also requires telecommunications carriers to contribute to the Local Number Portability fund that enables people to keep their phone number while switching phone services. Contributions are also required to the fund that ensures that phone service is available to those with hearing disabilities. Many states maintain their own Universal Service Fund, which is separate from the federal USF, and the mandatory contribution into state funds fluctuates, as well. In addition to the federal and state universal service funds, GTL files mandatory payments at the state level to help the states fund their operations. Where permitted by the pertinent agency, GTL assesses a fee to recoup the cost of these contributions and the expense invested in complying with these requirements. State and federal taxes that are collected are marked as such on a paper bill, or deducted from the balance of prepaid accounts on a per-call basis in the form of a percentage of the cost of the call. Federal USF charges are marked as such, and apply in the same manner as taxes. The recoupment of the administrative cost of complying with the federal USF program appears separately on a paper bill, as does the line for recoupment of state regulatory administrative compliance. In states that require tariffs, these state charges are authorized by the state public utility agency, and they appear in GTL’s tariffs. For accounts that are paperless, the fee is calculated as a percentage of the cost of a call, which percentage will fluctuate as the various fees assessed by agencies fluctuate, but will not exceed 5%.

Calls to cell phones may be assessed a surcharge of 4% of the cost of the call, exclusive of taxes and fees.
 
Q. Can I call the inmate or does the inmate always have to call me?
A. Calls can only be made from the inmate to the Phone Number(s) you have setup on your account. You are not able to call the inmate directly.
 
Q. What if my call is cut off or disconnected?
A. If your call is cut off or disconnected prematurely less than 5 minutes after you were connected, you may contact Customer Service to request an investigation. You will need to identify the date/time of the call as well as the facility and the inmate's first and last name. There are NO refunds for lost/dropped calls made to a cell phone due to poor reception or a bad line.

During the investigation, we will review the phone call and determine the issue. If the disconnection is not due to a fault on the phone lines, you will NOT be credited for the call and you will be charged a $5.00 investigation fee. Investigations will not be made on any calls longer than 5 minutes or calls made to a cell phone.
 
Q. Can I use a cell phone to receive calls?
A. Each facility has different rules regarding allowing calls to be made to cell phones. Contact your facility to learn their policy regarding cell phones.

If your facility approves the use of cell phones, you may add the number to your Phone Account. There are NO refunds for lost/dropped calls made to cell phones due to poor reception or a bad line.

Custom ringback tones (the sound heard by the calling party when they dial your number) may prevent your call from being received and could possibly put a block on your phone number. It is advised that you remove all custom ringback tones on your phone.
 
Q. How do I block my phone number from an inmate and/or facility?
A. You may block your phone number from an inmate and/or facility by listening to the prompts on the line and pressing the corresponding number to have the inmate and/or facility blocked.

You may also request your number to be blocked by printing a copy of your phone bill and mailing it to us. The copy of the bill must show that you are the owner of the phone line by including the page with your name, address, and the phone number. On your bill, you will need to write: "I want my calls blocked from ______ facility". Then sign and date your request before mailing it to: PO Box 2868, Mobile, AL 36652. If you want multiple phone numbers blocked from a specific facility, you must send a copy of each phone bill for each phone number you want blocked. Please note: If you block your phone number, it will be blocked from receiving calls from all facilities served by GTL, DSI, PCS, and VAC.
 
Q. Why are my calls being blocked? How do I unblock my phone number?
A. If you are being billed for collect calls from inmates on your monthly phone bill from your local phone provider, then either the local phone provider has blocked your number or you may have exceeded the collect limit for your facility. In either case, you will need to set up and fund an AdvancePay Prepaid Phone Account.

If you already have an AdvancePay Account and calls are not being received, check to make sure you have sufficient funds in the account. If there are insufficient funds in your account to pay for a 5 minute call, then the call will not be completed. Check the rates for your phone calls to ensure you meet the minimum requirement for a five minute phone call.

If you have enough money on your AdvancePay Account and your calls are still being blocked, please contact Customer Service to request your number be unblocked. They will determine the reason for the block. If it is the result of a customer requested block, in order to unblock your phone number, we will need your account Passcode, as well as the name and address listed on the account. Your phone number will be unblocked within one business day. If the block is a result of a technical problem, it may take a few business days to resolve.

If you intentionally blocked your phone number from an inmate and/or a facility, and you now want it unblocked, you will need to mail a copy of your phone bill to us. Include the page of the bill that shows you are the owner of the phone with your name, address, and phone number on it. On the bill, you will need to write: "I want to unblock calls from _______ facility". Sign and date the request before mailing it to: PO Box 2868, Mobile, AL 36652.

If your number was blocked by the Facility, you must contact the Facility to have your number unblocked.
 
B. Phone Service - Notice to NY DOC Customers
 
NOTICE TO FRIENDS AND FAMILIES OF NEW YORK STATE INMATES
Unisys Corporation, and Value Added Communications (VAC) through a contract with the New York State Department of Correctional Services provide an inmate telephone system at each state operated facility within New York State.

The calling rate is less than a nickel ($.048) per minute for all calls terminating within the United States, Canada, and US Territories (American Samoa, Federated states of Micronesia, Guam, Midway Islands, Puerto Rico, and US Virgin Islands) and there are no additional call set-up or connect fees. A card transaction fee will apply. The chart below shows the calling rate for the average twenty minute call.

Description New Rate
Set-up fee per call $0.00
Charge per minute $.048
Cost of a 20 minute call $0.96


Note: Historical data indicates that the average call lasts twenty minutes in length. The maximum call duration allowed is determined by the facility. Most facilities allow each call to last thirty minutes.

In 2007 the New York State legislature passed a law that permanently eliminates commissions paid to the State for inmate calls. This law further stipulates that the phone contract must allow for collect and pre-paid calling services. Both of these services are included in the calling service contract. Please note that the Department of Corrections does not provide inmate-paid debit calling at this time.

The first time an inmate calls each of the numbers on their allowed list, the calling system will attempt to complete the call and bill it as a collect call on the called party’s phone bill. If the call cannot be completed because there is no billing arrangement with the called party’s telephone company or for some other restriction, an automated system will prompt the called party to set up a pre-paid account with Value Added Communications. Effective Jan 1, 2014 calls from inmates to cell phones will be allowed, as long as the cell phone is associated with an AdvancePay prepaid phone account which has complete name and address information.

If there are any problems or questions you can contact Value Added Communications (VAC) at 1-800-777-2522 or on the internet at www.offenderconnect.com. If a prepaid account is established it can be reviewed, managed, and funded via the 800 number or the internet address. Friends and families may also set-up or fund pre-paid accounts via a credit card or by mailing in a Money Order or Cashiers Check to: Value-Added Communications, Inc. Dept. #2548, PO Box 122548, Dallas, TX 75312-2548 . In the memo line, input the ten digit phone number that you would like the funds to be placed on in order to receive pre-paid collect calls.
 
C. 1 Way Email Service
 
Q. Can the inmate email me back?
A. The inmate is not able to email you back. If the inmate wants to respond to an email message they will have to send a hand written letter through the mail.
 
Q. Can I send pictures?
A. No. Pictures, videos, additional files, or any kind of attachment is not permitted in the email.
 
Q. What is the inmate's email address?
A. The inmate does not have an email address. Your email will be sent to the facility’s OffenderConnect email account. The facility staff will then review your message and decide to approve or reject the email.
 
Q. How long does it take for the inmate to receive the message?
A. This will be determined according to the policies of each individual facility. You will need to contact the facility for this information.
 
Q. Can I receive a refund for unused stamps?
A. All unused stamps will become property of DSI-ITI, LLC. There will be no refunds given for the cash value of your unused stamps.
 
Q. Why was my email rejected?
A. All email received by the facility are subject to review and approval by the participating facility staff. Inappropriate content, determined by the facility, could cause the email to be rejected.
 
Q. Can anyone at the jail read my email?
A. All email sent through OffenderConnect is subject to review by the facility staff. Once approved, the email message will be delivered to the intended inmate.
 
Q. Can I view my previously sent messages?
A. You can view the email messages that were sent through your Recent Activity page. You will click the Email Center link from the left side menu, and then click the Recent Activity sub menu link. You are not able to view the body of the messages, but you will be able to view a summary of your sent messages.
 
Q. What are stamps?
A. Stamps allow you to send email messages to inmates that are currently in jail. Each email message that is sent will cost a certain number of stamps. This number will be determined by the facility. In order to send an email, you must have enough stamps to support the message.
 
Q. How many characters am I permitted to send in an email?
A. Each email message allows a total of 2,000 characters. You may type up to 2,000 characters in a single email message
 
Q. How will I know when the inmate received my email message?
A. You may check the status of your sent email on the Recent Activity page. The email will show as "Pending" until the facility has received it and approved/rejected it. Once the email is approved/rejected, the email will change from "Pending" to "Approved" or "Rejected".

An approved status does not necessarily mean the inmate has physically received the email. A status of "Approved" only means the facility has determined your email was appropriate for delivery. Delivery to the inmate will follow the facility policies.
 
Q. What is my email address?
A. The email address that you will receive information at is the email address that was entered on the Account Settings page. You can change your email address by selecting the Account Home left menu item, and the Account Settings sub menu item. You will need a valid email address to receive notifications of email purchases and sent email confirmations.
 
Q. Why hasn't the inmate replied to my email?
A. The inmate must write a letter and send it through the mail to reply to an email message. Depending on the facilities mail policies, it may take a while to get a response back.

The facility will decide when they will deliver your email message to the inmate. If you have not received a response back from the inmate (through the mail), they may not have received your email message yet. For information on email delivery policies you will need to contact the facility.
 
 
 
 
 
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