Frequently Asked Questions
Below is a list of frequently asked questions about common services and features on ConnectNetwork.com.
Q: How do I create a ConnectNetwork account?
A: To create a new ConnectNetwork account, simply click the Create Account button from any page on the site. You will be asked to provide information to set up a profile, to activate services available at a preferred facility. You must provide a working email address to complete the setup process and activate your account.
Q: Are ConnectNetwork services available at my facility?
A: For a list of participating facilities and what services are available at each, click on the Facilities tab on the ConnectNetwork.com homepage. Select a state from the dropdown to display a list of all participating facilities and available services. Note that for state DOCs, individual facilities are not shown. Simply pick the state DOC account.
Q: Why do you need my email address?
A: An email address is required to confirm your identity and for future communication from ConnectNetwork. At the end of the signup process, you’ll receive a confirmation email, which will require you to click a link to complete your ConnectNetwork account setup.
Q: What if I forgot my User ID?
A: If you forgot your User ID, click on the Forgot Username link in the Sign In page of this site. You will be taken through the Username recovery process and asked to provide the email address associated with your account, as well as your password. Your username will be emailed to you.
Q: What if I forgot my password?
A: If you forgot your Password, click on the Forgot Password link in the Sign In page of this site. You will be taken through the password recovery process and asked to provide your Username. 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, sign in to your account and go to the Settings page in the left menu. From there, you can modify your password by clicking the change password link. You must provide your current password and then choose a new password. New passwords must be a minimum of 8 characters in length and contain at least one number. Passwords are case-sensitive.
Q: What should I do if I have not received my ConnectNetwork activation email or the email to reset my Password?
A: If you have not received a confirmation or password reset email from ConnectNetwork, please check your junk mail folder. After 24 hours, if you have still not received an email, contact Customer Service via email or phone.
Q: How do I update my address, email, or other account information?
A: To update your address or email information, sign in to your account and go to the Settings page in the left menu. There, you can update account information such as your address, email address, password and security question/answer by choosing the appropriate option.
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 online. Please contact Customer Service to speak with a representative and ask about your options.
Q: How do I add or delete saved credit cards on my ConnectNetwork account?
A: To add or remove a new credit card associated with your account, sign in and click Payment Methods on the left menu. You can remove any cards saved to your account that are listed here, or begin the process of adding a new card.
Q: How do I add or delete inmates on my ConnectNetwork account
A: To add or delete inmates associated with your ConnectNetwork account, sign in to your account and click My Inmates in the left menu. You can click the button to remove inmates from within this page, or choose to search and add a new inmate to your account.
Q: How do I sign up for new services on ConnectNetwork?
A: When you sign in to your account, left menu automatically displays a list of all services offered through ConnectNetwork for your chosen facility and inmates. You may sign up for any service by clicking 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.To find out if a particular service is available at your facility, click Facilities in the top menu to search for participating facilities. If your facility is not on the list or does not accept a particular service, please contact the facility to request the service you need.
Q: I’ve called ConnectNetwork to speak with a representative, and they asked a lot of personal questions. Why?
A: Many correctional facilities require us to fully identify those who receive inmate calls. The questions help us ensure that we are speaking with the authorized account holder.
Q: How do I make a deposit or payment?
A: For detailed information about making a deposit or payment to for any of ConnectNetwork’s services, visit our detailed Ways to Pay page.
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. To process a credit card payment online, the address you enter must match the address associated with your credit card statements.
Q: Can I receive a refund if I no longer need my AdvancePay account?
A: Yes, we refund unused balances to individuals who have submitted a request to ConnectNetwork and validated their identity as the account holder. ConnectNetwork will strive to process refunds within 30 days, but no longer than 60 days after the date of your request. The automated online refund process may not be available for all facilities. To request a refund via phone, call one of these phone numbers for your specific service:
- GTL: +1 (877) 650-4249
- VAC: +1 (800) 913-6097
- DSI: +1 (888) 949-3303
Q: Why does my AdvancePay balance reflect a lower amount than I deposited?
A: Applicable payment and transaction fees are deducted from some deposits, so a lower amount may be reflected in your balance.
Q: What credit and debit cards are accepted?
A: ConnectNetwork accepts any credit card bearing the Visa or MasterCard logo (including debit and check cards) that is associated with a United States billing address. These cards can be used to make payments and deposits for all services (where available).
Q: How long will it take for my payment to be applied to my AdvancePay account?
A: Payments are typically applied to your account instantly, but may take up to one business day.
Q: How do I disable auto-reload on my AdvancePay account?
A: To disable auto-reload, sign in to your ConnectNetwork account online. Within the left menu, choose AdvancePay and look for the Preferences chart. There you can cancel auto-reload, and re-enroll if you change your mind.
Q: What can I do to avoid being locked out of ConnectNetwork’s automated credit card payment system?
A: Use no more than two different credit cards to make payments on the account.
Q: My credit card was processed in your system without prior authorization (fraudulently). What do I do?
A: Call +1 (877) 650-4249 to report fraud to customer service.
Q: Can I make cash deposits at local retail stores?
A: Yes, you can now make cash deposits at participating local retail stores. For more information, please visit our Frequently Asked Questions page.
Q: What is AdvancePay Phone?
A: AdvancePay Phone is a prepaid phone account that is established on your telephone number that allows you to receive calls from jails or correctional facilities serviced by ConnectNetwork. Phone calls will be received based on the available balance attached to your phone number. To learn more our AdvancePay service, visit the AdvancePay page. To find out if your location offers AdvancePay, visit our Facilities page.
Q: How do I set up my AdvancePay Phone account?
A: To set up a new AdvancePay Phone account on ConnectNetwork.com, sign in to your ConnectNetwork account and ensure that you have added a facility to your account that offers the AdvancePay service. Once available, the AdvancePay service will be available via the Dashboard and the left menu.
The first time you click either link, you will automatically be taken through the setup process. You will be required to enter a phone number, select a variety of preferences, and choose the State/Facility that will be able to call the phone number.
Q: Can I have more than one AdvancePay Phone account setup on my ConnectNetwork account?
A: You may set up as many AdvancePay accounts as you would like. You may be required to fund each AdvancePay account separately, depending on the facility.
Q: Can I use a cell phone to receive calls?
A: Each facility has different rules regarding calls made to cell phones. Check with your facility to confirm that this option is available. If your facility approves the use of cell phones, you may add the number to your AdvancePay account. 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: Can I call an inmate?
A: No, you can only receive calls.
Q: Can I block incoming calls from an inmate?
A: Yes. 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 can 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.
To contact us via phone, please call the appropriate number for the division that provides the correctional phone service to only block that division of GTL:
- GTL: +1 (877) 650-4249
- VAC: +1 (800) 913-6097
- DSI: +1 (888) 949-3303
Note: If you request a block to your phone number via postal mail, it will be blocked from receiving calls from all facilities served by ConnectNetwork, GTL, DSI, and VAC.
Q: Why are my calls being blocked? How do I unblock my phone number?
A: 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. To ensure you meet the minimum requirement, check the rates by clicking Rates and Fees at the bottom of the page when you sign in to your ConnectNetwork account.
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 password, 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, please contact Customer Service to request your number be unblocked. Customer Service may email the facility to make an inquiry on your behalf. The facility may decide that the block can be removed or that the line owner must contact them to have your number unblocked. This process may vary from facility to facility.
To contact us via phone, please call the appropriate number for the division that provides the correctional phone service to only unblock that division of GTL:
- GTL: +1 (877) 650-4249
- VAC: +1 (800) 913-6097
- DSI: +1 (888) 949-3303
Note: If you request to unblock to your phone number via postal mail, it will be unblocked from receiving calls from all facilities served by ConnectNetwork, GTL, DSI, and VAC.
Q: I have set up my AdvancePay account on ConnectNetwork, but I am unable to receive calls. What now?
A: First, make sure there are enough funds in your AdvancePay phone account to receive calls. If the phone number is blocked and you now want to receive inmate calls, contact our call center at +1 (877) 650-4249. If you did not request a block and believe that your phone could be blocking your calls, it could be your phone service or the status of your account with your phone service provider.
If you are still unable to receive calls after following these steps, contact Customer Service for assistance.
Q: How do I make a deposit to my AdvancePay Phone account on ConnectNetwork?
A: Once your AdvancePay account is set up and you are signed in to your ConnectNetwork account, you can make a deposit by clicking the Add Funds button in the AdvancePay area on your Dashboard. You may also click AdvancePay from the left menu and select the button for Add Funds to begin the process of making a deposit.
Q: How do I find my AdvancePay account balance?
A: You can check your account balance two ways. Call our automated system by dialing +1 (800) 483-8314 and select the option to check your balance OR sign in to your ConnectNetwork account and view the balance directly on your Dashboard.
Q: Do you offer a monthly or unlimited plan for calls?
A: We do not offer monthly or unlimited plans. However, our automated system allows you to store a credit card on your secure account that can automatically reload your balance when it reaches a pre-determined threshold. Using this method, your account will always be available to accept calls.
Q: I have money on one telephone number, but I have added other numbers to my ConnectNetwork account. Will the money cover calls to these other numbers?
A: Each phone number that you add to your AdvancePay account is managed separately and therefore you will need to deposit separate funds for each one. You may, however, use the same phone number for multiple facilities. In this circumstance, depending on the facility, you may not need separate AdvancePay accounts.
Q: What happens to my AdvancePay account when the inmate who calls me is moved from one ConnectNetwork facility to another?
A: Ordinarily, the same account remains active so there should be no interruption in service. However, in some cases, contracts can be incompatible (i.e. a facility not serviced by GTL). When this occurs, account holders must close the former account, obtain a refund for any unused funds, and open a new account for the new location. Call +1 (877) 650-4249 to speak to a representative if you have questions or concerns.
Q: How do I close my AdvancePay Phone account?
A: Closing an AdvancePay account online is available for select facilities. Sign in to your account and select Close Account from the within the AdvancePay page. Follow the prompts to confirm you’d like your account closed. If there is an unused balance in your account, we are happy to issue you a refund. You will need to confirm your address to receive your refund check in the mail. If the address listed is not correct, please update it before you close your account. Learn more about refunds.
Q: I am an international customer and want to accept inmate calls on an international telephone number. Is this allowed? How do I get set up?
A: International accounts—where +011 must be dialed prior to entering a phone number—can be funded through Western Union or by wire transfer. Please contact our International Customer Service Department at AdvancePayInternational@GTL.net to verify if the facility you need to receive calls from offers International Calling. Visit our International Calling page for more details.
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 can 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.
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.
There are NO refunds for calls that are cut off or disconnected prematurely, or for calls with poor voice quality, made to cell phones, or processed through any type of call forwarding service or a movable (nomadic) Internet-based telephone service (such as Google Voice or MagicJack). All other refund requests will be evaluated on a case-by-case basis.
Q: My call was disconnected for initiating a three-way call, but I did no such thing. How can this be prevented in the future? Can I get credit for this type of disconnect?
A: Sophisticated software monitors every call and looks for indications that a 3-way call—or other disallowed call types—are taking place. When such an indication occurs, the call is disconnected. It is possible that inadvertent events such as call waiting tones, clicks on the line, extraneous keypad entries, etc., might trigger a false reading. Should this occur, credit will be given for all billing in excess of what would be appropriate for time spent in active conversation.
Q: What are the fees and rates associated with inmate phone calls?
A: Rates vary by correctional facility and are governed by contract and regulation. Rates for AdvancePay can be estimated prior to the conducting a call by clicking the Rates and Fees link available at the bottom of the website when you sign into your ConnectNetwork account. Taxes and regulatory fees also apply and vary by facility.
Q: In addition to the cost of an AdvancePay Phone call, what other fees may apply?
A: ConnectNetwork’s AdvancePay Phone service 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. ConnectNetwork 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, ConnectNetwork files mandatory payments at the state level to help the states fund their operations. Where permitted by the pertinent agency, ConnectNetwork 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 ConnectNetwork’s tariffs.
NOTICE TO FRIENDS AND FAMILY 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.
Set-up fee per call
Charge per minute
Cost of a 20 minute call
Note: The Department of Corrections does not provide inmate-paid debit calling at this time. Check your facility to see what is allowed.
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 ConnectNetwork.
Effective Jan 1, 2014, calls from inmates to cell phones will be allowed, as long as the cell phone is associated with an AdvancePay Phone account which has complete name and address information.
If there are any problems or questions you can contact ConnectNetwork at +1 (800) 777-2522 or online. Friends and families can deposit funds online or over the phone. You can also set-up or fund pre-paid accounts via a credit card or by mailing in a Money Order or Cashier’s Check to: ConnectNetwork. 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 calls.
Q: What is Messaging?
A: At facilities that have authorized the Messaging service, ConnectNetwork offers either 1-way or 2-way email messaging between inmates and their family and friends. To learn more about our Messaging service, visit the Messaging page.
Q: How do I know if a particular facility offers the Messaging service?
A: By visiting the Facilities page, you can search for a facility and see a list of services that are available. In addition, if a facility offers the Messaging service, once you create a ConnectNetwork account and add the facility, Messaging will appear as a navigation option on the left-hand-side of your Dashboard.
Q: Can an inmate reply to my messages?
A: It depends. Some facilities offer 2-way Messaging, which allows an inmate to respond to your messages from within his/her account. At locations with 1-way Messaging, the inmate is not able to respond electronically and will respond through direct mail instead.
Q: What is the difference between 1-way and 2-way Messaging?
A: At facilities with 1-way messaging enabled, the inmate will receive a printed copy of the messages sent by family and friends, and if they choose to respond, they must do so by sending a letter in the mail. At facilities with 2-way messaging enabled, messages will be electronically delivered to inmates and any responses can be delivered electronically back to the family and friends via Messaging
Q: Can I send a picture or video?
A: At select facilities, photo and/or video attachments are allowed. If available, you will see them as options when you create a message within the Messaging service (i.e. send message with photo). Note: Photo and video attachments are currently only available via the ConnectNetwork mobile app.
Q: What is the inmate’s email address?
A: The inmate does not have an email address. Messages can only be sent and received within ConnectNetwork.com.
Q: What is my email address?
A: Within the Messaging, ConnectNetwork users and inmates do not communicate using email addresses. For the purposes of receiving messages, the email address that you entered on the Settings page will be where you receive information. You can change your email address there. You will need a valid email address to receive notifications of message purchases and sent message confirmations.
Q: Can anyone at the facility read my messages?
- All messages sent through ConnectNetwork are subject to review by facility staff, who are responsible for approving or rejecting each message. Once approved, messages are delivered to the intended inmate.
Q: How long does it take for the inmate to receive each message?
A: Message delivery time varies by the policies of each individual facility. Please contact the facility for this information.
Q: How will I know when my inmate receives my message?
A: Due to correctional facility security requirements, at this time there is no notification provided as to the status of whether an inmate has received a sent message. However, if a message were to be rejected by the facility, you would be notified in your Messaging inbox.
Q: Why was my message rejected?
A: All messages received by the facility are subject to review and approval by the participating facility staff. Inappropriate content, determined by the facility, could cause the message to be rejected.
Q: Can I view my previously sent messages?
A: You can view the messages that were sent by clicking the Sent folder from within the Messaging section (must be signed in to your ConnectNetwork account).
Q: Why hasn’t my inmate replied to my message?
A: If your inmate is in a facility with 1-way Messaging, the inmate must write a letter and send it through the mail to reply to a 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 message to the inmate. If you have not received a response back from the inmate (through the mail), they may not have received your message yet. For information on specific Messaging delivery policies, you will need to contact the facility.
Q: Where are all of my old Email credits?
A: As part of the conversion process from the Email Center to Messaging, available credits have been converted to Message Credits. Email credits were each worth a penny but Message Credits are worth a set rate at each correctional facility. Balances were converted based on the price of each message at the correctional facility where your inmate is housed, and any uneven credit balances were rounded up in order to fully benefit your Messaging account. For example, if you had 240 email credits worth a penny each, and a message credit cost $1 or 100 credits, this conversion would result in you having 2 messages with 40 remaining credits rounded up by ConnectNetwork to give you 3 messages. Note: There was no additional cost to you for this change.
Q: Can I receive a refund for unused Message Credits?
A: No. There will be no refunds given for the cash value of your unused Message Credits.
PIN Debit Service
Q: What is an inmate PIN Debit account?
A: An inmate PIN Debit account is also known as an inmate phone account. The account allows inmates to call any number allowed by the correctional facility, using the funds stored within the account. To learn more our PIN Debit service, visit the PIN Debit page. To find out if your facility offers PIN Debit visit our Facilities page.
Q: How do I deposit funds into an Inmate PIN Debit account?
A: After signing in to ConnectNetwork and adding a facility to your account that offers the PIN Debit service, click the PIN Debit link on the left menu. Then, follow the instructions to select an inmate and make a deposit.
Q: Is there a fee for making a deposit in a PIN Debit account?
A: Typically, yes. Deposit fees offset administrative costs and vary by facility. Check your facility for the exact fee.
Q: Can I get a refund from unused funds within the PIN Debit account?
A: No. Once a PIN Debit deposit is made for an inmate, funds belong to that inmate, who can then request a refund upon release from incarceration.
Q: How will I know if my PIN Debit deposit has been accepted?
A: You will receive a confirmation email telling you that your deposit amount was accepted and posted to the inmate account you specified.
Note: Payment posting times vary from facility to facility.
Q: How does my inmate know that I have deposited funds into his/her PIN Debit account?
A: When the inmate attempts to make a telephone debit call, he/she will be informed at the beginning of that call how much money resides in the PIN Debit account. If an inmate 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. Note: Automated payment inquiries may vary from facility to facility.
Q: How do I view my PIN Debit statement online?
A: After you’ve signed into your ConnectNetwork account, click on the Transaction History link in the left menu. There, look for the PIN Debit section and the specific inmate(s) associated with your account. Clicking the inmates name will allow you to view your deposit history, but you will not be able to view the account balance since it is inmate-controlled. Note: Once the inmate is released, any remaining balance in the account will be refunded to the inmate.
Debit Link Service
Q: What is a Debit Link account?
A: Our Debit Link account is an inmate-managed account that is used to pay for Messaging, music, and other non-phone products. Deposits to this account and the available balance are expressed in Link Units. To learn more our Debit Link service, visit the Debit Link page. To find out if your location offers Debit Link services, visit our Facilities page.
Q: What are Link Units?
A: Link Units are a form of surrogate currency used by inmates to buy various non-phone products and services available at their facility. Link Units provide inmates with the convenience of paying for various products (e.g. Messaging, music, games, etc.) using a single account.
Q: How much do Link Units cost?
A: Link Units always cost $.01 each. Every $1 buys 100 Link Units.
Q: Are Link Units refundable?
A: Ordinarily, Link Units are not refundable. However, if there is a compelling need to provide a refund as part of a service contract, refunds can be made. A $5 conversion and close out fee is applied.
Trust Fund Service
Q: Can inmates use funds I deposit in their Trust Fund account to call me?
A: No. Phone calls cannot be paid for from a 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. However, an inmate may purchase a calling card, where applicable, from their Trust Fund account.
Q: How do I view my Trust Fund statement online?
A: After you’ve signed into your ConnectNetwork account, click on the Transaction History link in the left menu. There you will find inmates for whom you’ve made Trust Fund Deposits, and you can click his/her name to see your transaction history. Note: You will see your own deposit history but will not be able to view the account balance since it is inmate-controlled.
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 typically available to the facility immediately, but certainly within 24 hours. Each facility has its own policies regarding updating the inmate’s commissary account with the available funds.
Q: How can I deposit funds to a Trust Fund account through ConnectNetwork?
A: After signing into ConnectNetwork and adding a facility that offers the Trust Fund service, select Trust Fund from the left menu and follow the instructions. Facilities that allow friend & family deposits to Trust Fund accounts will be indicated under the Facilities link. Note: To add an inmate so that you can make a deposit, you will need the inmate’s booking ID.
Family and friends of inmates who create a ConnectNetwork account can use this website to communicate with and support their incarcerated loved ones. The “how to” instructions below will walk you through a few key features of the site.