Why can’t I schedule a visit with an inmate?

There may be several reasons:

  • The inmate is currently not allowed visits.
  • The inmate is not one of your approved contacts.
  • You do not have sufficient funds on your prepaid balance to purchase visitation time.

Call Customer Service for further assistance.

I’m going to visit at the facility. What should I know before I go?

Here are some things to keep in mind if you plan on visiting at the facility:

  • Schedule your visit before you visit the facility by creating an account on GettingOut.com, so that you don’t have to spend time waiting in the lobby.
  • You can also schedule your visit when you get to the facility by using the lobby kiosk to create a free account.
  • The visit starts at the exact time of your appointment, so arrive a little early and log in on time to make sure you get your full visit.
  • You’ll need your photo ID to register, schedule and visit, so bring it with you every time you come to the facility.
  • Refunds are given when visits are cancelled prior to the visit start time. Refunds for missed visits are refunded on a per facility basis. Please contact customer for further assistance.

When I visit in the lobby, how do I know which monitor my visit will be on?

Look for your name on the monitors. Your name will appear on a visiting monitor in the lobby when your appointment is scheduled to start.

Can I use an iPhone, Android or other smart phone for remote visits?

Video visits on Android and iPhone mobile devices are supported. To see if this is available at your facility click here. If the service is not available at your facility please use a computer or laptop.

When booking a visit, does the time of the visit match the inmates timezone or mine?

Visitation times are in the timezone of the facility (the inmate’s timezone). Ensure you have selected your correct timezone under “Profile Settings” in order to receive correct start times for your scheduled visits.

What if I’m late for my scheduled visit?

You can log into your visit late, but it’s important to remember that your visit starts at the scheduled time, not when you log in. If you log in 10 minutes late, you will miss 10 minutes of your visit.

When does the visit timer start?

Your visit begins at the time you scheduled. For example: “Your scheduled 30 minute, 11 am appointment begins right at 11 am.” If you log in a few minutes before your visit, you’ll see a helpful timer counting down until your visit begins. When scheduling a visit, all times will be shown will reflect the facility time zone.

How do I add an inmate to my Contacts list?

Here’s how to add a Contact:

  1. Log in to your GettingOut account and click on the “Contacts” tab.
  2. Find your friend.
  3. Click the Schedule Visit.
  4. Once your friend accept your visit, they’ll be added as a Contact.

See Also:
How To Add a Contact  

How do I invite an inmate to a video visit?

  1. Schedule a suggested visit.
  2. If the inmate approves you can visit and also be added as a contact.
  3. Also, the inmate can send you a request if they have your email address. You’ll be sent a message to your GettingOut account asking if you want to accept the invitation.

See Also:
How do I set up my computer for at-home visits?
What Adobe Flash Player Settings do I need to choose to start my visit?
How do I start a remote visitation?

How do I set up my computer for at-home visits?

You will need the following:

  • A computer.
  • A webcam and microphone, or a computer with these components built in (most laptops have these built in).
  • Latest version of Safari and Firefox. Using other browsers may not load the page appropriately in order to begin your visitation.
  • Latest version of Flashplayer must be installed on the browser you are going to use for your visit. If you’re not sure what version of Flash you have, go to http://get.adobe.com/flashplayer/ and update your computer to the most current version for free.
  • A high-speed Internet connection is recommended. Dial-up and satellite are not supported.


  • When using a Wi-Fi connection, you may experience a lag or delay depending on the traffic of your connection. Internet connectivity issues are not subject to credit.
  • For the best visit experience you should use headphones, but they‘re not required.
  • You can test your webcam and microphone for at-home visitations: https://visit.telmate.com/test
  • We cannot assist with downloading and installing newest Flashplayer or browser versions.
  • We cannot guarantee that your visit will be issue free as internet connection, camera, and microphone problems could exist that our test cannot identify.

See Also:
What Adobe Flash Player Settings do I need to choose to start my visit?
How do I invite an inmate to a video visit?
How do I start a remote visitation?