Attention: All Global Tel*Link facilities are now eligible to accept ADVANCEPAY ® payments through OffenderConnect

Please click here or on the OffenderConnect logo above to create your new account.

Note: If OffenderConnect Services are not currently available at your request facility, you can complete your account setup (including cell phone and unlisted phone numbers) through our online form. Please be sure to complete the form in its entirety to ensure prompt account setup.

On-line Support

We now offer the availability to submit your customer service request online. To begin the process, please select the category below that pertains to your issue. Please provide as much detail as possible to help assist our Customer Service Representative invesitgate your request.

Payment / Deposit Support    Account Management Support    Refund Inquiry Support     General Inquiry Contact Form

 

BILLING SUPPORT

Extensive Billing Partners – GTL has established collect call billing arrangements with various clearing houses in order to reduce call blocking and allow more collect calls to be completed. In today´s CLEC environment, billing arrangements are a vital part of the collect calling platform.

Automated Prepay Set-Up – When a called party´s number is blocked from accepting collect calls, GTL’s automated system interrupts the call attempt and offers the called party the opportunity to set up a prepaid account immediately and allows the call-in-progress to be completed upon account set-up. This is an exclusive feature and often turns what would have been a failed call into a completed call.

Account Set-Up Options – GTL offers inmate families every possible opportunity to set up a prepaid calling account. In addition to the option described above, the system announces the toll free numbers to speak to a live operator or use our totally automated system that accepts Visa and MasterCard. Easy and simple establishment of prepaid accounts drives more revenue to your facility and keeps inmates and their families happier.

Cell Phone Policy – Customers are permitted to set up pre-paid accounts for their cell phones at their own risk for approved facilities.

Delivery of correctional calls to any cell phone is not guaranteed. If calls to cell phones are dropped, disconnected, or of poor quality, GTL will not issue credit for those calls.

We hope that this policy statement will assist you in understanding your Global Tel*Link account. If you have any questions concerning your account, feel free to contact using the Toll Free Number listed below or the web forms listed at the top of this page.

GENERAL CONSUMER PROTECTION INFORMATION 
Be wary of inmate calls that request you to dial *72 followed by a new ten-digit number. Completing this request will result in the forwarding of your telephone number to a number of the inmate’s choosing, and all calls to your true telephone number will be automatically forwarded to the new number without your knowledge. The only way to reverse the forwarding of calls to a new number is to dial *73.

NOTICE: 
Global Tel*Link has a policy of recording incoming customer calls to its Customer Service Call Center for training and quality of service purposes. Customers will hear a recording at the beginning of all calls into the Customer Service Call Center informing them that the call may be recorded.

All inmate telephone calls are likely to be monitored and recorded. By accepting an inmate call, you acknowledge and agree that your conversation may be monitored and recorded.

AdvancePay ® BILLING / CONTACT

Questions?
The AdvancePay Service Department is ready to answer all billing related questions:

Toll Free Number:
1-800-483-8314

Fax Number:
251-473-2802

Hours of operation:
Monday - Friday
7am to 11pm, CST
Saturday and Sunday
8am to 7pm, CST

Mailing Address:
AdvancePay Service Dept.
P O BOX 911722
Denver, Colorado 80291-1722

After the account is established, additional payments may be made by money order, check, credit card, or Western Union.

The system is completely automated. Account setup and additional transactions can be completed via an automated operator.

Customers may also contact the AdvancePay service department to make a prepayment.

Maryland Numbers Only
Accounts with Maryland Area Codes shall automatically dissolve following six months of account inactivity. Refunds can be requested by calling GTL´s Customer Service at 1-866-230-7761.

Notice:

All AdvancePay payments are subject to applicable taxes and fees. Specifications are subject to change without notice.

 

Billing Questions:
Including: Paying your inmate telephone bill, blocking guidelines, etc.

Billing Inquiry Staff
Telephone: 877.650.4249
Fax: 251.473.2802

Billing Support FAQ

Before you call:
Check the FAQ below.

Frequently Asked Questions

What is Global Tel*Link? Global Tel*Link is a Mobile, Alabama company that provides telephone service for inmates of state, county and local correctional facilities. Inmates can call their families and friends by making collect calls or prepaid calls. Restrictions and services vary by correctional facility.     Close

What should I do if my line is blocked from accepting collect calls from Global Tel*Link? You can establish an AdvancePay account with Global Tel*Link anytime by simply calling our AdvancePay Interactive Voice Response (IVR) system toll-free at 1-800-483-8314. Master Card or Visa payments are accepted on this IVR and accounts are exclusive to your billing number. This means that the inmate who is calling you can only call your number. These accounts are activated immediately.     Close

Can I establish an AdvancePay account without using a credit card? Yes, by calling our Customer Service department Monday through Fridayn toll-free on 1-866 230-7761 7:00am to 11:00pm CST and Saturday and Sundays from 8:00am to 7:00pm CST. We accept wire transfers through Western Union Quick Collect, Expresspayments, checks and money orders in addition to credit cards. NOTICE: the city codes used to make a deposit to your GTL AdvancePay account through Western Union will change on March 4, 2013. Please refer to the chart for a list of the new city codes. Old City Code New City Code GTL AL ADVANCEPAY AL VGTL AL ADVANCEPAY AL VAPAY AL ADVANCEPAY AL     Close

How do I add funds to my AdvancePay account? ADVANCEPAY® account's can be established through several different methods. With internet access, ADVANCEPAY® accounts can now be created through OffenderConnect.com. To setup an account through our automated phone system please call 1-800-483-8314 and deposit $25.00 or $50.00 via credit card. In addition, accounts can be established and payments can be made through our ADVANCEPAY® Customer Service Department by calling 1-866-230-7761.     Close

Can I check my AdvancePay account balance anytime? Yes, account balance information can be viewed on OffenderConnect.com. If you wish to utilize the GTL ADVANCEPAY® automated system, please call 1-800-483-8314 and use the "check balance" option. If you need additional assistance and want to speak to a representative you can call the Service Center at 1-866-230-7761.     Close

Can an inmate prepay for calls? Yes, in most cases, inmates can create their own debit accounts or simply buy prepaid telephone cards.     Close

What are Global Tel*Link’s rates for collect calls and AdvancePay calls? Most billing rates are quoted when an inmate attempts to make a call. Rates vary by correctional facility and are governed by tariffs.     Close

In addition to the cost of the call, what other fees may apply? GTL 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. GTL 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, GTL files mandatory payments at the state level to help the states fund their operations. Where permitted by the pertinent agency, GTL 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 GTL’s tariffs. For accounts that are paperless, the fee is calculated as a percentage of the cost of a call, which percentage will fluctuate as the various fees assessed by agencies fluctuate, but will not exceed 5%. Calls to cell phones may be assessed a surcharge of 4% of the cost of the call, exclusive of taxes and fees.     Close

Can I establish an AdvancePay account or add funds to my account on the web? You can follow this link directly to set up an Advance Pay account or add funds to your account online.     Close