What happens if I never call in to get a refund of my balance?

Any remaining funds will stay on the account until they are used or until a refund is issued. Refunds are only issued upon customer request.

I still have funds on my Friends & Family Account, and my inmate is back in jail. Can I re-use the funds?

  • Yes. If the inmate is at a facility that Telmate services and there are funds issued to you from a previous refund, you can use those funds again.
  • You’ll receive the remaining Friends & Family Account balance with a secure pin.
  • You can use this pin to make local, national or international calls by dialing 1-866-856-1858 and entering your pin and the number you’d like to call.
  • To receive your pin, call Customer Service. You cannot use this balance to continue to make deposits or communicate with active inmates who are in facilities that are not serviced by Telmate.

How long until I receive my refund?

  • If your refund was issued as a check, you will receive it within 6-10 weeks.
  • If your refund is going back to the credit card you used to make the deposit, it can take 3-5 days to post, depending on your bank/credit card company.

 
Related question: Will my refund be issued in cash or to my credit card?
 

Will my refund be issued in cash or to my credit card?

  • If your deposit was made in cash at a kiosk, then the cash refund is refunded as a check.
  • If your deposit was made using a credit card, then the cash refund would go back to the card that was originally used for the deposit.

How do I transfer funds to a new phone number?

To transfer funds to a new phone number:

1. Log in to your GettingOut account and select “New Deposit and Account Management System”
2. Click the tab “View My Account” found at the bottom of the page
3. Then click the tab “Transfer Funds” on the left sidebar

*Your new phone number must be verified before funds can be transferred

Can I get a refund for my Friends & Family Account funds?

  • Please call Customer Service to find out if you qualify for a refund.
  • If you no longer need the account that the refund went to, then you’ll receive the remaining Friends & Family Account balance with a secure pin.
  • You can use this pin to make local, national or international calls by dialing 1-866-856-1858 and entering your pin and the number you’d like to call.
  • You cannot use this balance to continue to make deposits or communicate with active inmates who are in facilities that are not serviced by Telmate.
  • Cash refunds are available to you if your account funds meet the facility specific requirements of balance minimums. To request a cash refund or to determine your eligibility, please contact customer service. Please be advised that eligibility for cash refunds may expire 60 days after initial date of deposit. Refund processing fees may apply.

What happens to my funds if my inmate is moved from one facility to another?

  • If the inmate is transferred to another facility that uses Telmate services, the funds on your account can still be used.
  • If the funds are on the Inmate Account, the inmate will need to request the transfer of funds from the previous facility to the new facility.
  • If the inmate is transferred to a facility Telmate does not service, the funds will not transfer and a refund will need to be issued. To request a refund please contact customer service.

You can use the What Is Available at My Facility checker (scroll to the bottom of the page) to see what Telmate services are available.

Can funds be transferred from a released Inmate’s Account (this allows the inmate to call out to any phone number and use the GettingOut.com features) to another active account?

Only the released inmate can transfer funds from an Inmate Account by calling customer service. If you’re the owner of that specific phone number that has the available balance, then you‘ll be able to transfer the funds.

Will you charge my account without my authorization?

No. If you haven’t set up a recurring deposit, Telmate will not run credit card transactions without your express authorization at the time of a deposit.

Is my credit card information stored in your system?

For your convenience, we automatically save your payment information. For security measure when speaking with a customer service rep you will be required to provide the entire card information.