FIRST TIME CUSTOMERS

• Why do I have to use Pay Tel?
• Does Pay Tel provide inmate phone service at my local jail?
• How can I get a rate quote?
• Why must I set up an account with a PIN to get answers?
• What if I forgot my PIN?
• How do I find out why a number is blocked and how to unblock a number?
• What is the most economical way to open an account quickly?
• How can I make a payment?
• How can I learn about Prepaid Account call discounts?
• Family Connection Calling Plan Prepaid Account Discounts.
• How can I find out when a number is unblocked?
• Can I bypass the introductory messages when I receive calls after I have opened an account?
• How do I block my number?
• Why are calls blocked?
• Why are some calls disconnected?
• Why collect calls?
• How does the inmate phone system work?
• How are calls billed?
• Are There Any Additional Fees?
• Why are Collect Calls more expensive?
• The Theft of Telecommunications Service is a Crime

PAY TEL ACCOUNTS

• What is the most economical way to open an account quickly?
• How can I learn about Prepaid Account call discounts?
• How can I check my account balance?
• How do I unblock a number?
• Will I get an account statement?
• How do I check my account statements?
• What if I forgot my PIN?
• Why is account balance information on the Automated Customer Service Phone System and the “My Account” page on the Web not real time?
• Does Pay Tel have a way for customers to avoid interruptions in service by authorizing additional automatic payments?
• Can I access an account on the website when it was opened over the phone on the Payment Hotline?
• How does Pay Tel notify customers when an account balance is low?
• Will I get credit for dropped calls?
• How do I request a refund?

PAYMENTS

• How can I make a payment?
• What address should I use on my account when I make a payment?
• Why do I have to re-type my personal information when I make another payment?
• Does Pay Tel have a way for customers to avoid interruptions in service by authorizing additional automatic payments?
• Why is a fee charged to make a payment?
• Why are blocks not removed immediately after a payment is made?
• Can I make a payment for less than $25?

INMATE PHONE SYSTEM

• After I open an account, how can I bypass the introductory messages when I receive a phone call from an inmate?
• How are the time limits set for calls?
• How do I report low volume or poor quality phone service?

ASSISTANCE

• How do I block my number?
• How can I speak with a customer service representative?
• How can I get assistance online with a “Live Chat” with a CSR?
• Do you provide answers to FAQ on the Automated Customer Service Phone System?
• How do I file a complaint if I am not satisfied with the service I receive?