How do I add money to my account?

  1. Go to https://shop.inmatephones.ca/shop/
  2. Click your facility in the list below the map.
  3. For payment service, click Offender Phone Calls.
  4. Enter the inmate number (or booking number) of your resident. If you do not know it, or if there are more than one residents you want to contact, you can click “Deposit money for all calls to your number.”
  5. Complete the prompts.

Can I deposit money that the inmate can use to call any authorized contact?

Yes. With the Inmate Account, funds go into the inmate’s account to pay for phone calls (or other Synergy communication services that may be available at your facility) with a list of authorized contacts.

Can I deposit money that the inmate can use to only call me?

Yes. With the Friends & Family Account, you can choose to deposit funds that can be used to only call a specific phone number. Just enter the phone number you would like to use.

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 Synergy 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 1-866-713-4761 (or 844-369-7776 for British Columbia facilities) 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 Synergy.

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, or with MoneyGram, 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, call Customer Service: 1-866-713-4761 (or 844-369-7776 for British Columbia facilities)

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

  • Please call Customer Service 1-866-713-4761 (or 844-369-7776 for British Columbia facilities) 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 1-866-713-4761 (or 844-369-7776 for British Columbia facilities) 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 Synergy.
  • 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.