GTL ViaPath Customer Service Phone Number & Help

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GTL, formerly known as Global Tel*Link, is now part of ViaPath Technologies. Many families and friends of incarcerated people still search for “GTL customer service,” but the company’s services may now appear under names such as ViaPath, ConnectNetwork, GettingOut, Telmate, TouchPay, GTL Financial Services, AdvancePay, PIN Debit, Trust Fund, Debit Link, and ViaPath Visitor Web. Customers often contact GTL/ViaPath customer service for inmate calls, deposits, account balances, refunds, video visits, visitation scheduling, messaging, photos, voicemail, call blocks, payment issues, fraud concerns, facility-specific account problems, and login help.

If you are looking for the GTL customer service phone number, the main ConnectNetwork / GTL customer service number is 1-877-650-4249. If your issue is with GettingOut, the GettingOut customer care number is 1-866-516-0115. The correct support route depends on which platform your facility uses and whether your issue involves ConnectNetwork, GettingOut, visitation, deposits, phone calls, messaging, or facility-controlled rules.

How to Contact GTL / ViaPath Customer Service

Important support note: GTL is now ViaPath Technologies, but many systems still use the GTL name. Correctional facilities may use different ViaPath products, different deposit rules, different refund rules, different call rates, different video visitation systems, and different account types. Always search for the specific facility in ConnectNetwork or GettingOut before making a payment.

Best Way to Reach GTL / ViaPath by Issue

  • ConnectNetwork account, payments, AdvancePay, Trust Fund, or PIN Debit: Call 1-877-650-4249.
  • GettingOut deposits, video visits, messages, photos, or account transactions: Call 1-866-516-0115.
  • AdvancePay automated payment: Call 1-800-483-8314.
  • Trust Fund automated payment: Call 1-888-988-4768.
  • PIN Debit automated payment: Call 1-855-706-2445.
  • Visitor Web or visitation scheduling problem: Call 1-855-208-7349 or email visitorsupport@gtl.net.
  • Fraudulent card charge on ConnectNetwork: Call 1-877-650-4249.
  • TouchPay / GTL Financial Services fraud or complaint: Call 1-866-204-1603.
  • Refund request: Call the support number for the exact service used before the account becomes inactive.
  • Facility rule or inmate restriction: Contact the correctional facility because ViaPath may not be able to override facility policies.

What to Have Ready Before Contacting GTL / ViaPath

  • Your ConnectNetwork, GettingOut, or ViaPath login email address
  • Your phone number connected to the AdvancePay or calling account
  • The incarcerated person’s full name and booking ID, resident ID, inmate ID, or DOC number
  • The correctional facility name, state, and location
  • The service involved, such as AdvancePay, Trust Fund, PIN Debit, Debit Link, GettingOut, video visit, messaging, photos, voicemail, or visitation scheduling
  • Payment confirmation number, receipt, card statement, transaction date, amount, and payment method
  • Call date, call time, phone number, facility, and inmate name for dropped-call or call-quality issues
  • Refund request details and the address where a refund check should be mailed, if applicable
  • Photos or screenshots of error messages, blocked-call messages, failed visits, or payment problems
  • Any prior case number, support ticket, chat transcript, email, or facility response

Common GTL / ViaPath Customer Service Issues

Common reasons customers contact GTL, ViaPath, ConnectNetwork, or GettingOut include:

  • Adding funds to an AdvancePay phone account
  • Depositing money into Trust Fund, PIN Debit, Debit Link, or GettingOut accounts
  • Requesting a refund from an active AdvancePay account
  • Problems with inactive accounts, unused balances, or closed accounts
  • Calls not coming through, phone number blocks, or facility calling restrictions
  • Dropped calls, poor audio quality, or disconnections
  • Video visit scheduling, failed visits, camera/microphone/browser issues, or Visitor Web login problems
  • Messaging, photo sharing, voicemail, tablet, or GettingOut app issues
  • Payment posting delays, duplicate charges, missing payments, or unauthorized card charges
  • Auto-reload, low balance alerts, SMS alerts, and account balance questions
  • Facility changes, inmate transfers, and accounts tied to the wrong facility
  • Fraud, phishing, fake support numbers, and scam payment requests

GTL Customer Reviews and Complaints on CSN

The live CustomerServiceNumbers.com GTL page currently shows zero customer reviews. Because there are no live CSN reviews yet, there is not enough CSN feedback to summarize a reliable GTL or ViaPath customer-service trend on this site.

If you have contacted GTL, ViaPath, ConnectNetwork, GettingOut, Telmate, TouchPay, or GTL Financial Services about inmate calls, deposits, refunds, account blocks, video visits, messages, photos, payment problems, call quality, fraud, or a complaint, you can leave a review below. Reviews are individual experiences and may not represent every facility, state contract, account type, inmate account, call service, visitation system, or support case.

ConnectNetwork, AdvancePay, Trust Fund, PIN Debit, and Debit Link Help

ConnectNetwork supports several different account types. AdvancePay is a prepaid phone account tied to the number that receives calls from a correctional facility. Trust Fund accounts are commonly used for commissary or facility-related inmate funds. PIN Debit accounts are inmate-managed phone accounts. Debit Link accounts may be used by an incarcerated person for messaging, music, and other non-phone services where available.

Because each facility controls which services are available, the same customer may see different options depending on the facility, state, contract, and inmate account. If a facility is not listed or does not accept a particular service, contact the correctional facility to confirm which provider and service are used.

GettingOut Deposits, Video Visits, Messages, and Photos

GettingOut is used by many facilities for deposits, video visits, messaging, photos, voicemail, tablets, and related communication services. GettingOut customer care can be reached at 1-866-516-0115.

If a GettingOut visit fails, document the visit time, facility, resident name, device used, browser or app version, internet connection, camera and microphone status, and any error message. Some video visit problems may be caused by facility rules, account verification, browser requirements, app requirements, or device permissions.

Refunds, Inactive Accounts, and Unused Balances

Refund rules depend on the service. ConnectNetwork says AdvancePay refunds are available only while the account remains active. If an AdvancePay account becomes inactive after a period of inactivity or non-use, refund options may be limited unless a different rule applies by law or contract.

ConnectNetwork says it strives to process eligible refunds within 30 days, but not longer than 60 days after the refund request. Customers can request a refund by calling the appropriate service number, including 1-877-650-4249 for GTL/ConnectNetwork.

PIN Debit deposits are generally inmate-controlled once made. ConnectNetwork says unused PIN Debit funds belong to the incarcerated person, who can request a refund upon release. Debit Link / Link Unit refund rules can also differ and may include close-out fees in some circumstances.

Call Blocks, Disconnected Calls, and Call Quality

If you cannot receive calls, first confirm that the account has enough funds, that the phone number is correct, and that the facility allows calls to that number. Call blocks may be caused by customer request, facility restrictions, phone service provider settings, custom ringback tones, account status, or security rules.

ConnectNetwork says phone-number unblock requests may require proof that you own the phone number, such as a phone bill with your name, address, and phone number. If the block was placed by the facility, the facility may need to approve removal.

For dropped calls, call quality complaints, or disconnections, collect the date, time, facility, incarcerated person’s name, phone number, and what happened during the call. ConnectNetwork says not all disconnected calls or call-quality problems are refundable, and some requests are evaluated case by case.

Payment Issues, Fees, Fraud, and Chargebacks

Payment and transaction fees can vary by facility, payment channel, account type, payment method, and contract. ConnectNetwork says deposit fees are typically charged for some services and that rates and fees can vary by correctional facility.

If your card was processed without authorization, call 1-877-650-4249 to report fraud to ConnectNetwork customer service. For TouchPay / GTL Financial Services complaints or fraud involving cash transactions, credit/debit card transactions, trust/commissary deposits, bail, or related money-transfer services, call 1-866-204-1603.

Before disputing a charge with your bank, document the service used, facility name, transaction ID, payment method, deposit amount, fee, and whether the funds posted. Chargebacks may affect account status, so ask ViaPath/ConnectNetwork/GettingOut what happens to the related account before taking action.

GTL / ViaPath Scam and Fake Support Warning

Be careful with fake GTL, ViaPath, ConnectNetwork, GettingOut, Telmate, or TouchPay support numbers found in search ads, social media posts, text messages, emails, or unofficial websites. Scammers may target families trying to contact incarcerated loved ones because the situation feels urgent.

  • Use viapath.com, connectnetwork.com, gettingout.com, the official app, or the facility’s official website before trusting a phone number or payment link.
  • Do not share your password, one-time code, full card number, CVV, Social Security number, driver’s license number, or bank login with an unexpected caller.
  • Do not send gift cards, cryptocurrency, wire transfers, payment app transfers, or prepaid cards to someone claiming they can unlock calls or guarantee release-related services.
  • Verify the facility, inmate ID, and service provider before making a deposit.
  • If you entered payment information on a suspicious site, contact your bank or card issuer immediately.
  • If you believe an account was fraudulently charged, call the official support number for the platform used.

How to Escalate a GTL / ViaPath Complaint

If your GTL, ViaPath, ConnectNetwork, or GettingOut issue is not resolved after contacting customer service, try these escalation steps:

  1. Write down the date, time, phone number called, platform used, representative name, and case number.
  2. Save receipts, transaction confirmations, card statements, screenshots, support tickets, emails, and facility messages.
  3. Confirm which service is involved: ConnectNetwork, GettingOut, AdvancePay, Trust Fund, PIN Debit, Debit Link, Visitor Web, TouchPay, Telmate, or a facility-specific system.
  4. Ask whether the issue is controlled by ViaPath customer support or by the correctional facility’s rules.
  5. If the issue involves a refund, ask whether the account is active, whether the funds are refundable, when the refund request was opened, and how the refund will be issued.
  6. If the issue involves a call block, ask whether the block was placed by the account holder, the facility, the phone provider, or the ViaPath system.
  7. If the issue involves a payment that did not post, provide the transaction ID, payment method, date, amount, facility, and inmate/resident information.
  8. If the issue involves fraud or an unauthorized charge, report it to the correct ViaPath/ConnectNetwork/GettingOut/TouchPay route and your card issuer when appropriate.
  9. For serious unresolved payment or communication issues, consider contacting the correctional facility, state corrections agency, consumer protection agency, card issuer, CFPB, FCC, or state attorney general as appropriate.

GTL / ViaPath Compared with Competitors

GTL / ViaPath competes with correctional communication and payment providers such as Securus Technologies, ICSolutions, JPay, CorrLinks, Smart Communications, NCIC Inmate Communications, HomeWAV, CIDNET, and facility-operated systems. Families comparing services often look at facility availability, call rates, payment fees, refund rules, video visit reliability, messaging features, app usability, support access, call quality, account restrictions, and how quickly payment or refund problems are resolved.

Related Customer Service and Consumer Resources

Frequently Asked Questions About GTL / ViaPath Customer Service

What is the GTL customer service phone number?

The main GTL / ConnectNetwork customer service phone number is 1-877-650-4249. Use this number for many ConnectNetwork payments, AdvancePay, Trust Fund, PIN Debit, account, refund, fraud, and customer support questions.

Is GTL now ViaPath Technologies?

Yes. GTL, formerly Global Tel*Link, rebranded as ViaPath Technologies. However, many services and older pages still use GTL, ConnectNetwork, GettingOut, Telmate, TouchPay, or GTL Financial Services names.

What is the GettingOut customer service phone number?

The GettingOut customer care number is 1-866-516-0115. Use this number for GettingOut account, transaction, deposit, video visit, message, photo, billing, refund, fraud, and general support questions.

What is the ConnectNetwork AdvancePay payment number?

The AdvancePay automated payment system number is 1-800-483-8314. The general ConnectNetwork customer service number is 1-877-650-4249.

How do I request a GTL / ConnectNetwork refund?

Call 1-877-650-4249 for GTL/ConnectNetwork refund help. Refund rules depend on the account type, service, facility, account status, and whether the funds are still refundable.

Can I get a refund from a PIN Debit account?

PIN Debit funds are generally controlled by the incarcerated person once deposited. ConnectNetwork says the incarcerated person can request any remaining balance upon release from incarceration.

How do I unblock calls from a correctional facility?

Call 1-877-650-4249 for GTL/ConnectNetwork call-block help. If the block was placed by the facility, the correctional facility may need to approve removal.

How do I report a fraudulent GTL / ConnectNetwork charge?

Call 1-877-650-4249 to report a fraudulent ConnectNetwork charge. For TouchPay / GTL Financial Services fraud or complaints, call 1-866-204-1603.

Where is GTL / ViaPath corporate office?

ViaPath / GTL is listed at 3120 Fairview Park Drive, Suite 300, Falls Church, VA 22042. For account-specific help, use the official ConnectNetwork, GettingOut, visitor support, or TouchPay support route first.

Page Update Note

Updated June 2026: This page was refreshed with current GTL / ViaPath customer service routing for ConnectNetwork, GettingOut, AdvancePay, Trust Fund, PIN Debit, Debit Link, video visits, messaging, deposits, refunds, account blocks, fraud reporting, facility-specific support, and corporate contact information.

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers find customer service contact information, complaint resources, and company support routes since 2004. CSN focuses on practical contact guidance, customer reviews, and real-world escalation tips. When a company publishes a real customer service phone number, CSN lists it with context so customers can decide whether to call, sign in, submit a support ticket, contact the facility, report fraud, request a refund, or escalate through another route.

Share Your GTL / ViaPath Customer Service Experience

Have you contacted GTL, ViaPath, ConnectNetwork, GettingOut, Telmate, TouchPay, or GTL Financial Services about inmate calls, deposits, refunds, video visits, messages, photos, call blocks, payment problems, account inactivity, fraud, or a complaint? Share your experience below. Include the support route you used, how long it took to get help, and whether the issue was resolved. Do not post inmate IDs, booking numbers, full phone numbers, payment card numbers, addresses, passwords, one-time codes, facility security details, legal details, or private family information in public comments.

Customer Service Numbers Disclaimer

CustomerServiceNumbers.com is not affiliated with ViaPath Technologies, GTL, Global Tel*Link Corporation, ConnectNetwork, GettingOut, Telmate, TouchPay Holdings, GTL Financial Services, any correctional facility, or any state or local corrections agency. This page is provided for informational and consumer-feedback purposes only. Phone numbers, support hours, fees, refund rules, call rates, account rules, facility availability, visitation rules, payment policies, and website links may change. Do not post private account, payment, identity, correctional facility, legal, inmate, or family information in public comments. Always verify important account, refund, payment, legal, facility, communication, and security information directly with ViaPath, ConnectNetwork, GettingOut, TouchPay, or the correctional facility before taking action.

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