How does the Order impact Video Connect?
The Order specifies that providers charge for video calling on a pay-per-minute basis, which is functionality that we don’t have right now, but are working to put in place. In the meantime, some facilities might choose to temporarily disable video calling in favor of different methods of communication. At locations that maintain our current Video Connect service, we may provide users an allotment of free video sessions, subject to facility agreement and policy . Any no-cost video calling will be on an interim basis only, until pay-per-minute Video Connect is available.
If offered at my loved one’s facility, how will I book a free Video Connect session?
If sessions are available based on facility agreement and policy, you’ll continue to sign in to your account to book video calls at least 24 hours (and up to two weeks) in advance, just like you do today. The only difference is that you will no longer be required to enter payment/vouchers and will be taken directly into scheduling.
Will I be allowed to purchase video sessions?
Purchased video sessions are not currently available, so only the provided free video sessions at facilities with active Video Connect service may be scheduled right now. Before pay-per-minute Video Connect is available, you may choose to supplement with phone calls.
Does the Order impact Video Connect sessions with attorneys or onsite video calling?
Correctional agencies generally control the availability of Video Connect sessions with attorneys and onsite video calling. You should check with the facility to confirm that the existing rules will continue to apply.
What will happen to the remaining funds I have in my Video Connect account?
We will issue an automatic, one-time refund of the total remaining funds in your account. If you made a deposit using a credit or debit card, your refund will be returned to that card. For deposits made through Western Union or MoneyGram, your refund will be issued as a check and mailed to the address on your account.