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

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  • 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.

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

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  • If the inmate is transferred to another facility that uses Synergy 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 Synergy 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 Facility Services checker to see what Synergy services are available.

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

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Only the released inmate can transfer funds from an Inmate Account. 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?

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

When will my Trust & Commissary deposit be available to use?

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Commissary deposits can take up to 72 hours to post, depending on the facility. Friends & Family and Inmate Account deposits are available immediately.

How to deposit funds

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  • First, you have to decide where you want your money to go and how to use it.
  • With a Friends & Family account, you can deposit funds into your own personal account and pay for phone calls with your friend/relative, who can only call your phone number.
  • With an Inmate Account, you can choose to deposit funds that your friend can use to call any contact who’s been authorized.
  • With the Trust & Commissary Account, you can choose to deposit funds that your friend can use to purchase items from the facility such as snacks and other goods.

Now let’s create your 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.

See Also:
How do I set up an account and what are my deposit options?
Do you offer monthly plans to allow the inmate to make unlimited calls?
 

What payment methods do you accept?

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We accept Visa and Mastercard credit and debit cards, as well as prepaid cards displaying the Visa or Mastercard logo.  We also accept MoneyGram. We accept cash at the facility lobby kiosk.

I just made a deposit. When will the inmate contact me?

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When the inmate checks their voicemail, they’ll be notified they have funds available to communicate with you.

How do I set up an account and what are my deposit options?

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You have four ways to make a deposit.

  1. The quickest way is to set up an account online at https://secure.telmate.ca. When you make a deposit, your account will automatically be created.
  2. At the facility lobby using the kiosk.
  3. Using the automated system when you call Customer Service.
  4. Speaking directly with a Customer Service representative. (This incurs an extra service fee which varies between facilities and may vary depending on the amount of your deposit.)

You have three types of accounts you can set up.

  1. With the Friends & Family Account, funds go into your account to pay for phone calls (or any other communication services available at your facility). Your friend or loved one can only call the phone number you’ve specified.
  2. With the Inmate Account, funds go into an inmate’s account to pay for communication services such as phone calls, video visits and messaging. Your friend or loved one can communicate with any authorized contact.
  3. With the Trust & Commissary account, funds go into an inmate’s account for purchasing items from the facility such as snacks, toiletries and other goods and services.

See Also:
How to deposit funds
Do you offer monthly plans to allow the inmate to make unlimited calls?