Frequently Asked Questions

How can I find out the balance of my prepay account?
Contact the GTL AdvancePay automated system at 1-800-483-8314. If you need additional assistance and want to speak to a representative you can call the Service Center at 1-866-230-7761.

Will I receive a monthly statement?
Monthly statements are not mailed. Call records will be provided by request. As with all collect call types, we suggest customers keep a log of calls accepted for personal verification.

What if the inmate is released? Will I receive a refund for the remaining funds on the account?
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. Refunds are processed within 60 business days of receipt of a written request. Refunds must be requested within 180 days of the last call received.

What types of credit cards are accepted?
We accept Visa and MasterCard (including debit and check cards) to set up the prepay account. After the account is established, payments may be made with a GTL AdvancePay Service Department representative by money order, check, credit card, or Western Union and Money Gram Wire transfers.

After I have used my $25.00 or $50.00 prepay amount, can I cancel the prepay account and have collect calls charged through my local telephone company?
Once telephone numbers are set up as an AdvancePay account customers are not able to switch to another form of billing.

What if the inmate hangs up before I finish making the credit payment to set up the prepay account?
If the inmate hangs up, the AdvancePay account set up process will not terminate until credit card authorization is complete. For further verification, the customer may contact the GTL AdvancePay Service Department.

Are the collect call rates more expensive when my telephone number is set up on a prepay account?
No, AdvancePay calls are charged the same call rates as traditional collect calls. However with AdvancePay customer are provided the ability to monitor and manage their own accounts through the automation that AdvancePay provides.