Global Tel Link (ViaPath) Customer Care Number — Complete, Practical Guide

Global Tel Link (GTL) rebranded to ViaPath Technologies in 2022. If you are a friend or family member managing prepaid calling (AdvancePay), messaging, or video visits, you will typically use ViaPath’s ConnectNetwork platform. Some jail facilities still operate under the GettingOut/Telmate brand for messaging and visitation; the correct support line depends on which platform your facility uses.

Before calling any number, confirm the provider your facility uses. You can usually check this on the facility’s website or by visiting the relevant service portals: connectnetwork.com (ViaPath/ConnectNetwork) or gettingout.com (GettingOut/Telmate). Calling the right line first saves time and avoids transfers.

Official customer care numbers and when to use each

ViaPath maintains separate lines for live agents and automated payments/balances. Keep in mind: the automated system is available 24/7, while live-agent hours are extended but not fully 24/7 in all queues. Language support is generally available in English and Spanish.

• 877-650-4249 — ViaPath/ConnectNetwork Customer Service (live agent) for AdvancePay phone accounts, billing issues, call blocks, and general account help. Typical agent hours: 7:00 AM–12:00 AM (Midnight) Eastern Time, 7 days a week.
• 800-483-8314 — AdvancePay automated IVR for balance checks, funding, and basic account actions. Available 24/7. This is the fastest way to add funds without waiting for an agent.
• 866-516-0115 — GettingOut/Telmate Customer Support (for facilities that use GettingOut for messaging/visits). If your loved one’s facility lists “GettingOut” or “Telmate,” use this line for account, app, or visitation help.

When calling, expect to verify the phone number on the account, your billing ZIP code, and possibly the last four digits of the payment card used. For security, agents cannot discuss another person’s account unless you are an authorized contact.

What to have ready before you call

Have the incarcerated person’s full name and ID number (register number, inmate number, or SID), the facility name and state, and your own phone number exactly as it appears on your account. If you have multiple numbers, note which one is authorized to receive calls. Being precise about the facility and your number is critical because most call routing and blocks are configured per facility and per receiving line.

If you are disputing a charge or a dropped call, note the exact date, time (with time zone), called number, and approximate call length. If you funded the account recently, have the funding method, amount, and transaction/reference ID ready. These details allow the agent to pull the correct log instantly and shorten resolution time.

Common issues customer care can resolve

Typical issues include number blocks, “prepaid required” messages, updating or resetting AdvancePay PINs, transferring balances to a new phone number, and reviewing unexpected charges (for example, per-minute rates that don’t match the posted rate for your facility). If a number was mistakenly blocked due to call screening or billing issues, agents can often remove the block once identity and payment status are confirmed.

For messaging/visitation, support can help with account verification, device login issues, appointment cancellations, and refunds for failed sessions (when facility logs confirm a failure not caused by user equipment). For facility-specific restrictions—such as approved contact lists or video rules—customer care can explain the platform’s settings and point you to the facility’s posted policies.

Rates, fees, and today’s regulatory caps

As of 2024–2025, the Federal Communications Commission (FCC), under the Martha Wright-Reed Just and Reasonable Communications Act, has imposed nationwide caps on most correctional phone rates. For prisons, many prepaid/debit audio calls are capped near $0.12 per minute. For jails, caps vary by facility size, with ceilings generally higher than prisons but still significantly lower than historical rates. Always compare your billed per-minute rate to the facility’s posted rate; if your charges exceed the applicable cap, raise this with customer care.

Ancillary fees (such as payment processing) are limited by FCC rules; providers must use cost-based, pass-through approaches for third-party processing and avoid inflated “convenience” add-ons. If you believe you were charged a prohibited or excessive fee, document the fee amount, date, and payment channel, then ask the agent to review. If unresolved, you can submit a complaint to the FCC Consumer Center at 888-225-5322 or online at consumercomplaints.fcc.gov.

Quick troubleshooting before or after you call

Many call and funding failures can be resolved with a few targeted checks. Try the steps below before waiting in a queue; if they don’t work, you’ll have concise results to share with the agent.

• Confirm the provider: visit connectnetwork.com or gettingout.com and use the facility locator. Using the wrong platform often causes failed funding or messaging.
• Check your receiving number: verify it’s entered exactly (no missing digits), and note whether it’s mobile, landline, VoIP, or a forwarding service—some facilities restrict VoIP/forwarded calls.
• Verify account status: use 800-483-8314 to confirm AdvancePay balance and that your number is listed as an approved destination for the facility.
• Look for local blocks: if your phone carrier has call filtering (spam/robocall block), whitelist the facility’s outgoing trunk numbers or disable filtering temporarily.
• Reproduce once: attempt a single test call and note the exact error voice prompt. Agents can match the prompt to a specific switch code to pinpoint the cause.
• Payment checks: ensure your billing ZIP and address match the card issuer, and try a different card if you see “AVS mismatch.” For repeated failures, use the automated IVR at 800-483-8314.

Alternatives to calling customer care

For many account changes, the ConnectNetwork portal and app are faster than phone queues. Online: connectnetwork.com. Mobile apps: search “ConnectNetwork by ViaPath” in your device’s app store. You can fund AdvancePay, manage numbers, and check balances without speaking to an agent.

If your facility uses GettingOut/Telmate, use gettingout.com or the GettingOut app to manage messaging and visits, upload IDs for verification, and review scheduled sessions. Many common errors show detailed on-screen codes that speed up support if you still need to call.

Escalation, documentation, and written contact

When you speak with an agent, ask for a ticket or case number and note the date/time, the agent’s first name or ID, and the specific actions promised (for example, “block removed,” “refund submitted”). Most refunds or adjustments post within 1–3 business days once approved; funding reversals via card may take your bank 3–10 business days to show up.

For formal correspondence, you can write to ViaPath Technologies, 3120 Fairview Park Drive, Suite 300, Falls Church, VA 22042. Include your full contact details, the incarcerated person’s ID, facility name, call dates/times, and any transaction IDs. For general company information, visit viapath.com; for account-specific issues, use the support portals at connectnetwork.com or gettingout.com first, as those channels route directly to customer service systems.

Key takeaway

Use 877-650-4249 for live ViaPath/ConnectNetwork support, 800-483-8314 for 24/7 automated AdvancePay actions, and 866-516-0115 if your facility uses GettingOut/Telmate. Have precise facility and account details ready, compare your rates to posted caps, and document each interaction with a ticket number for the fastest resolution.

How do I get my money back from Global Tel Link?

Contact the GTL AdvancePay® Service Department and press “0” to speak with a GTL representative to request a refund. GTL strives to process refunds within 30 days (after verifying initial payment method), and typically within 60 days, at the latest.
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What number is 877-650-4249?

A: For questions about blocked numbers or billing problems, please call GTL Customer Service at 877-650-4249. Q: WHAT IS ADVANCEPAY ONECALL? A: With AdvancePay OneCall (APOC), you can choose to accept and pay for a single call without the need to set up or fund an AdvancePay prepaid account.

How do I contact Global Tel Link?

If you are inquiring about an account setup or issue with your current telephone, e-messaging, video visitation or other inmate related account, please visit our Friends/Family Information Section or contact our Customer Service Department at 1-866-230-7761.

What is GTL customer service number 24-7?

If you are experiencing an issue with one of your active GTL products or services or simply want to reach a member of our support team, you can submit your request by calling toll-free 1-877-856-3184 (inmate telephone systems) or 1-800-306-2957 (OMS, kiosks and other products and services).