Telmate Customer Care: Expert Guide to Getting Help with GettingOut

Telmate (the technology behind the consumer brand GettingOut) provides communications and services for incarcerated individuals and their friends and family, including phone calls, video visits, and secure messaging. In 2017, the company was acquired by GTL, which later rebranded as ViaPath Technologies; however, most consumer-facing support still runs through the GettingOut platform. Because policies and pricing are set jointly by Telmate/GettingOut and each correctional facility, the fastest path to a solution is knowing exactly who to contact and what information to provide.

This guide explains how to contact Telmate customer care, what details you should have ready, how billing and refunds work, and how to troubleshoot the most common issues with calls, messages, and video visits. When in doubt, always check your specific facility’s page on gettingout.com, as facility rules and pricing can vary significantly.

How to Contact Telmate/GettingOut Customer Care

GettingOut offers 24/7 phone support and an online help center for account, billing, verification, and service issues. Phone support is the most reliable path for urgent problems like blocked accounts, failed deposits, or visit connection failures. For scheduled video visits, contact support before the session window closes; most facilities will not extend sessions once the reservation time passes.

• 24/7 Customer Service (toll-free): 1-866-516-0115. Call for help with account access, verification, charges, refunds, deposits, blocks, call issues, or video visits.
• Website: https://www.gettingout.com — create or sign into your account, check facility-specific rules, and review pricing posted for your facility.
• Help Center: https://help.gettingout.com — step-by-step guides, FAQs, and service alerts. Use the portal to search by facility and service type (calls, messages, video). If live chat or ticketing is available for your region/facility, you’ll see the option there.

When you contact support, have the following ready: your GettingOut account email/phone number, the incarcerated person’s full name and facility, your last successful login date, and recent transaction IDs (from your email receipts or the Account/Transactions page). For call or video issues, note the exact date/time, device type (iOS/Android/Desktop), app version, and any on-screen error codes.

Account Setup and Verification (Telmate Verified)

Most messaging and video services require you to become “Telmate Verified” for security. Verification typically involves uploading a government-issued photo ID and a real-time selfie that matches your ID. In many cases, automated checks complete within minutes; if manual review is required, allow up to 24–48 hours. If your ID is expired or the selfie is too dark/blurred, verification will be delayed or denied.

If verification fails, use good lighting, remove hats/glasses, and ensure the name and date of birth in your GettingOut profile exactly match your ID. Submit images in color with all corners visible and no glare. If you change your legal name or address, update your profile before re-verifying. For additional identity checks (for example, if you triggered a fraud filter by repeated failed logins), call 1-866-516-0115 so an agent can reset the review status or request secondary documentation.

Funding, Charges, Fees, and Refunds

GettingOut supports deposits via web, mobile app, and in many facilities via on-site kiosks. Deposit fees and daily or per-transaction limits vary by facility and payment method. As a general rule, online deposit fees are typically a flat amount per transaction, and facilities may impose deposit caps to reduce fraud. Always review the fee and limit shown on the payment screen for your facility before confirming.

Service pricing varies by facility and contract. As a reference point only, many facilities charge per-minute rates for phone and video sessions. It’s common to see domestic phone call rates in the range of $0.12–$0.25 per minute and video visit rates priced by session (for example, $7.50–$10.50 for a 15-minute slot), but your facility’s posted rate on gettingout.com is the controlling price. Taxes and regulatory fees may apply.

Refunds: If a deposit fails but your bank shows a charge, it usually reverses automatically or is released by your bank within 3–10 business days, depending on your card issuer. For duplicate charges, partial services, or no-connection video sessions, open a case with support at 1-866-516-0115. Provide the transaction ID, timestamps, and screenshots when possible. Refund eligibility depends on facility rules and system logs confirming the failure (for example, a video session that never connected). Chargebacks filed with your bank can trigger account holds, so work with GettingOut first whenever possible.

Calls, Messaging, and Video Visits: Practical Troubleshooting

Most service interruptions stem from facility restrictions, account verification holds, or device/network issues. Confirm first that your account is verified and not restricted by the facility (for example, blocks related to prohibited content or contact lists). Then work through the device and network checklist below before your scheduled call or visit.

• Update the GettingOut app and your OS; reboot your phone/computer before the session. On desktop, use a current Chrome or Edge browser.
• Allow camera/microphone permissions; test your mic and camera in device settings. Close other apps using the camera or mic (Zoom, Teams, FaceTime).
• Use a stable connection with at least 2–3 Mbps up/down. Prefer wired or strong Wi‑Fi over cellular. If on Wi‑Fi, move closer to the router and limit other streaming.
• Disable VPNs, ad blockers, and battery/data savers, which can interfere with media sessions and sign-ins.
• For messaging issues, check that you are approved on the incarcerated person’s contact list and that the facility has messaging enabled. Some facilities pause messaging during counts or lockdowns.
• If a video visit fails to connect, keep the session open for a few minutes. If it never connects, record the exact time and error shown and call 1-866-516-0115 immediately. Timely logs improve the chance of a credit.

For dropped calls or one-way audio, switch networks (Wi‑Fi to cellular or vice versa) and rejoin. If you consistently have issues on one device, try another device to isolate whether it is hardware-specific. Some facilities limit video calls to specific time blocks; check the facility page for booking windows and cancellation policies (many require cancellations at least 24 hours in advance for a credit).

Facility Rules, Compliance, and Privacy

Telmate/GettingOut enforces each facility’s rules. This can include limits on the number of approved contacts, message moderation, banned content (such as third-party call bridging), session recording policies, and quiet-hour restrictions. If your account suddenly loses access to a service, it is often due to a new facility restriction or a block placed by the incarcerated person’s housing unit; verify on the facility page and, if necessary, inquire via the facility’s designated channels.

Calls (other than privileged attorney calls) and messages are typically recorded, logged, and subject to monitoring by the facility. Location, device identifiers, and IP data may be used for fraud prevention and security. Review GettingOut’s posted privacy policy and your facility’s handbook for details on data retention and how attorney-client communications are approved and handled when applicable.

Escalations, Records, and Best Practices

If a first-line agent cannot resolve your case, request an escalation and a case number. Keep a written log with dates, times, agent names, and the specific error or outcome you’re seeing. If you believe facility-level settings are causing your problem (for example, a sudden block or a schedule change), ask the agent to confirm the facility configuration and whether a facility administrator must approve a change.

Maintain clean records: save email receipts for deposits, take screenshots of error messages, and archive your booking confirmations for video visits (including the start time, duration, and cost). For time-sensitive sessions—such as a legal consultation scheduled through video—test your device and network at least 30 minutes ahead and keep the support number, 1-866-516-0115, handy. Well-documented cases are resolved faster and have a higher chance of credit when a service failure is verified in system logs.

Is Telmate the same as GTL?

The largest phone provider in prisons and jails, which incarcerated people use to call home, has just gotten bigger. GTL (formerly Global Tel*Link) has purchased its competitor Telmate.

Is GTL Customer Service 24 hours?

Our dedicated team of in-house technical support staff, field service associates, and advanced product technicians provide 24/7 customer service across the entire line of GTL products.

How do I talk to a live person on GettingOut?

FOR IMMEDIATE SERVICE, PLEASE CALL CUSTOMER SERVICE AT 1-866-516-0115. If no, what number did you call from? Tell us about your experience when contacting Customer Service:*

How to get a refund from Telmate?

If an account is used by the account holder at any point in the inactivity period, the inactivity period will be reset. A refund can be obtained by calling customer service at 866-516-0115.