GettingOut App Reviews

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Unsatisfied Poor App. This is ridiculous for family & friends of an inmate, we already dealing with a lot with our loved one being incarcerated. We spend a fortune to make sure they have what they need while in there & where we can communicate with them! This is important not only to the inmates but to family/friends as well. It’s sad we spend money to send and receive messages but have of the messages fail to be posted and are never received. With that being said I understand the policy, but if the message clear just states “Call me it’s important!” that’s not against policy, and when u send a screenshot of a text wishing a birthday wish and want the father/mother to see so they feel like they were apart of it, cause they already down by not being present for special occasions. Not only the messages, photos, or videos chat are horrible! Every time I try to go send a message for the last couple of days all it does is pop up an update is required, it will not allow an update nor is there away u can do a manual update! This is just frustrating, heartbreaking, and ridiculous! Get it together so we have guaranteed communication with our loved one, and not just wasting money that some individuals can’t afford already!

Doesn’t work!! THE WORST!! Just TERRIBLE!!. This is absolutely the worst app and the customer service center is absolutely terrible. The app ALWAYS HAS ISSUES!!! It tells me I don’t have contacts. Then it tells me UNABLE TO SEND MESSAGE even tho I have money on my app. The employees can’t even assist in telling me why the system isn’t responding to my phone number. The system won’t even let me verify my information. When you talk to the customer service rep, they ask for your name, phone number, email address, social security number, DOB, love one name, facility location and the proceed to say I have to validate my account. Then he says he’s sending an email for me to validate my account and it never comes! Then I call back 3 more times to let the automated system verify my number. The automated system never even called me back for me to verify. So I called customer center back for a refund and it takes up to 10 weeks for them to put my money back on my card. Such a headache for real. Deserves 0 stars

Worst app ever. So, is difficult to know why some pictures are denied and loosing the money for it makes you not want to send anything at all. I send to my brother some superhero posters because he likes to draw and that keeps him busy and pass time being there. They were denied and the posters did not look like it was dangerous or had any threatening messages because I also send a gospel message and my brother do enjoy reading the bible that was denied too. I don't know if it is that they do things like this to make the family members and their love ones who already are doing the time more miserable. I say this because i send out the visiting application and I was approved but when i try to send him money to his books they say i am not allowed to. I asked why and they said that theres to many people on his list. But I was the first one to send out the application and was approved. So, I cant send him money or make video chat. C'mon, He is doing the time. I would love to see these people that are not being fair to the inmates and the family member spend time in jail.

Charged me and yet my deposit won’t go through.. First off my loved one was not found on the app but was found when I called. I have been charged and yet the deposit has not gone through and when I call customer service there is no way of speaking to a human, only automated messages. I have emailed twice and heard nothing back! Updated: I called the number on Gettingout’s website which clearly states “to make a complaint call” I called and the customer service rep was beyond aggressive and rude. He immediately told me to call the number I had already tried that led to an endless loop of automated prompts that have no option to speak with someone. His yelling was honestly the worst I’ve ever experienced with customer service, obviously Telmate and Touchpay know we who use these services are in a desperate situation to speak with our loved one and they don’t care if it works for us. At this point I have paid and the money has still not reached my loved ones account.

Absurdly Inadequate. Constant error messages, constant system outages, constant pending messages. GTL makes too much money to have a basic messaging application that does not work - doesn’t allow you to use emoji’s, let alone have consistent usage availability. Facebook messaging works. Instagram messaging works. WhatsApp works. How about use the money from the millions made to hire a team to make the app functional. This application is not reinventing the wheel - a Team needs to be put in place to sort out all of the ‘bugs’ and a customer service team that doesn’t simply say, ‘our computers are updating, Can you call back?’ That’s unacceptable. We understand you don’t actually care about the incarcerated people and their families, you care about money. MAKE the money by having a product we can use, instead of letting us continue to pay into something that does not work. Put out a product that allows us to USE it and for the incarcerated to use it and we will continue to pay for the in-app services.

This company should be ashamed!. My daughters father is in a facility that switched over to using this while he was there they refuse to transfer credits so all the money on the original account was wasted. In addition the app is not at all user friendly and I’ve gotten at least 5 errors since setting it up yesterday. It won’t let you send pics most of the time it’ll just come up with an error. The only thing worse than the app is the customer service. I spoke to 2 people the first had a thick accent and kept telling me I didn’t understand that I had deposited money in the wrong place but he didn’t understand me. The “supervisor” spoke much better English but was just as dim god help you if you have a problem on here Bc you’ll waste your money trying to figure out the app and then you’re gonna waste even more time trying to talk to customer service.

Completely hate this app!!!. We started using these roughly 2 weeks ago. I have never seen anything like it. I wish I could give 0 stars. I would send photos to my husband through the app, and they just sit on the screen with “pending” underneath them. When you call customer service they tell you no photos are pending. But a screen shot will prove otherwise. It also will tell you your photo file is too big and must be under 5mb (my photos were in the 2.5 range). And then sometimes it decides to stop working entirely and you have no choice but to sit and wait. And you cannot send photos from the website either. It’s very inconsistent, sometimes works, sometimes not. A photo I sent on 7/9/23 is STILL pending. The only thing it’s good for is calls and messages (if they’re even working). This app needs serious help!

Crashes. This app itself is a blessing BUT it is so disappointing. It’s constantly crashing, majority of the time I can’t use it because I can’t even deposit money onto either of the accounts, I have to copy every message I send just in case it doesn’t save ( WHICH IT STILL TAKES YOUR MONEY) and it’s partner app ( go visit) is no better and you can’t even deposit money from there it’s more like a third party app that just opens up on a webpage anyways. As constantly problematic as this app is you’d think they’d atleast TRY to accommodate family and friends in some way but this is just poorly designed and a slap in the face. It’s like someone said here you go for complaining I appreciate the visits when needed to not travel to a facility but it’s so bad to the point it makes you want to drive to a facility atleast there, you’re not charged and it’s 30 minutes . I pray these reviews gets someone’s attention as much as the system ask of us, since family and friends seem to keep inmates sane (especially in this world) and we gladly spend our money the least they could do is make a decent app .

Suggestions that would make the app better.. I love this app. It does have its problems like it crashes a lot and it’s slow sometimes and it refreshes back to the beginning when I try to login and add money to an account. But with all that being said I am very grateful that an app like this exists. Yes like I said it has a lot of problems but this and the video app are a great way for me to keep up with my friend in jail in another state. I do have some suggestions though. I would love it if you guys would add a feature that would notify us when we have a new message from the person or people we message. Because it could be an urgent message that has a time limit and we miss it because we have to constantly keep checking back on the app to see if we have a new message. Also a feature if you could that shows when they have read our messages that way we know that they are getting them. Not everyone gets messages from the other side. We don’t always get messages from the person on the inside and it would just be nice to know they read the messages. Kind of like you have them pending and approved maybe you can make it to where the inmate can mark the message as read when they read it. The messages are cheap and affordable and other then those few things like I said I love the system. Thank you for creating this app.

The Worst App I've Ever Used. GettingOut is a wonderful way to stay in contact with your friends and loved ones while they are serving time. Both myself and those I care about on the other side are very grateful that this is an option. That being said, this app is horrible. It is very glitchy and difficult when trying to view the balance that you have - and you cannot see the balance of the inmates you are talking to from the app, however it is coincidentally very easy to add money to both. A message can not be more than 500 characters, however roughly 1/3rd of your messages will have the majority of the content deleted, leaving half of the first sentence and the last sentence to be sent. I would also love it if you could easily access photo albums and other services offered by GettingOut online. Their mobile website is plagued by very similar problems as their app, meaning that it is virtually unusable - but if you want to contact an inmate you don't have any other option. It is hard not to look at this company as anything other than predatory. They will take your money with ease, and then refuse to fix their service because they know that we have no other option! Overall I'm grateful for this service - but it appears that GettingOut takes advantage of the fact that people desperate for communication will continue to pour money into their bank accounts regardless of the quality of their service.

Terrible service. Only giving this place a 1 rating because I can’t give them a 0! Setting up an account online was a hassle and was not able to log into them from the website or the app, I could only log in from an email from them. Funds were deposited and I had a few messages that were sent back and forth without all of the content and pictures were also not sent. I also tried to get a refund of my finds when the inmate was released as they will only refund you on a calling card if your balance is under $50 AND you can’t get YOUR money refunded from an inmates account unless you have their booking number or pin which makes no sense as they can find the inmates not problem on the site or even when I was on multiple calls that exceeded the time they told you you would be on hold and also being hung up on after being on hold 15 min another time. This is a complete waste of time and money and it’s sad when all people want to do it talk to their loved ones.

Mad Boo. I feel like before you guys take away JPay something that is working good away you should have this app up to a T 100% but you don’t I can’t even message my dude bc I dunno why I have money on there but keeps saying I don’t! I know I have money ! When I try look at my account it wants to freeze says there something wrong with my account or something I try hit ok and keeps glitching ! I can’t even set up a visit with my man I finally got approved and can’t do that either bc everyone wants to change. Stuff ! Dang! So please get this fixed I have wrote a email to tech support or whoever. Several people acually and the Ohio one! I am so p*^^ off I just want to be able to communicate!please before telling prisons u got this all together and get them to come to u guys leave the one thing was working just please fix it !

No help. I never write reviews but these people are not helpful. I called multiple times for assistance. The app would not load in a way it seemed it was frozen. I can see the messages being sent to me from my boyfriend but I can’t send anything back, sign out and log back in or access anything in the app. I called for assistance and she was very clear the app was not malfunctioning and it was my fault. So I did verification like she said even though it’s been working fine for a month… and according to her it should have worked. Not the case so I call back, once again I’m told it’s not the app but this time I am told it must be my wifi. I am having no issues with any other app or function in my phone. I understand there can me lags in apps but it has been all day and they haven’t been very helpful with getting my account fixed for example logging me out since I can’t access that function. I don’t want to risk deleting all the data and my money in the account by deleting the app and re downloading it. So hopefully they fix it or it sorts itself out.

Terribly Disheartening. From the initial download, this app has done nothing but cause frustration. It continuously is “unable to load your profile at this time”. I deposited money, which was taken from my account immediately, but not available immediately. Then, now it finally shows I have a balance, yet I don’t have sufficient funds to send a message? Surely one message isn’t more than $10. Also, no where can I find how much it costs to send messages, pictures, etc. While I’m sure the rating is not of much concern to the creator (as our loved ones don’t have the ability to choose which app their facility contracts with), it’s very sad to see the lack of updates to this app. Reviews from well over a year ago voice similar concerns and clearly nothing has been done to make any improvements. I would love to think that if anyone responsible for maintaining the upgrades, bug fixes, and general user complaints had any empathy for our loved ones and their families, they’d make the necessary changes. However, that just doesn’t seem to be the case. For some of us, this is the only way to correspond with our incarcerated family members and by failing to listen and take appropriate actions to the many issues with this app, we are also being punished. I hope this doesn’t fall on deaf ears (blind eyes?), but I hope someone can finally make some updates to this terrible app. If I had a choice, I would NEVER choose this means of communication.

Worst Service Ever. This has got to be the worst run business anywhere. You are put into a position where you have no choice but to use the outrageously expensive and horrible service so that you can communicate with your loved ones. So if you have no choice but to pay ridiculous amounts of money and suffer through the tremendous obstacles and barriers of service that only works 10% of the time the company could care less about improving their ratings because you have no other choice in order to communicate with your loved ones. Any other service business would no longer be in business. The profits keep adding up at the expense of those on the outside wanting contact with their loved ones during incarceration. If management GTL had any decency at all and fixed their issues call volume, email complaints and technical issues would all decrease making operating expenses less but again there is absolutely no incentive to do so because people like me that want communication with their loved ones continue to pay the cost which pads and increases the profit margins. Absolutely the poorest managed business in America and have no choice but to continue with them. I don’t expect any attention to this poor review because I’m still waiting 2 weeks later to response to email. SMH….

Sucky service. I have been waiting over a month for a refund they keep telling me will be returned I call several times a day about not being able to have a video visit for over a month now my account says verified and isn’t my name it is someone else’s name on it with my email my picture my phone and I can’t get a video visit they say the same thing daily when I call that it will be fixed in 24 hours and never is fixed and still never can have a video visit they take my money I put in there and say ten cents a message but when I add my messages up there no where near what I add to my account and the money is gone in a day every single time but what can I do but add it because I want to contact my boyfriend than the app is always saying no contacts can’t load messages won’t send them it is something every single day and they do nothing to fix the issues but say 24 hours every time u call

Zero Stars. Fix Your Bugs. Upgrade Features for AutoSave!. This APP is the Horrible. Other than the Benefits of Writing to Your Loves Ones who are Locked Up. Since technology has taken over everything I would EXPECT and DEMAND that an APP offer a lot especially since Inmates are Limited on the Time on one. This APP needs to fix the “Your Session has Expired and Logged Out”. After writing a Long Letter to my Boyfriend I Completely Lost Everything and Im usually good about Coping/Pasting my text because this isn't the first time but seeing as I had barely opened my APP and started writing and getting into the FLOW to have it all. & then don’t even get me started on the WHOLE aspect of someone LOSING all their Progress when someone tries to Video Chat an Inmate. It keeps them out and they LOSE everything. Like seriously. Is this a mentally that they are criminals and they don't deserve an APP that work cause that EXACTLY how I see. As a upstanding citizen you would think that the courtesy would be reciprocated to both sides! Now I must venture back to the APP and figure out if I can remember what I was witting in the beginning on my letter.

This App needs better coding. While this app is helpful for keeping in touch with loved ones it’s garbage. Pros: 1. Texting and sending photos and videos to loved ones. 2. Free to download, not free to use. Cons: 1. The app lags horribly. 2. Using the camera roll is a horrific experience because you can only go back so far until the app lags and then starts at the beginning again. Sometimes the picture and video thumbnails won’t load either. 3. Notifications are seen perhaps 30% of the times. Sometimes those notifications are ones you’ve seen / tapped on. 4. Media approval is very slow. It took 3 months for some pictures to be approved. The pictures were decent (think Rated-G) images and video. 3 months for them to get approved. 5. Text messages take from a few hours to a few days. 6. Signing in often glitches cause you to have to keep trying to sign in. Even to the point of turning off your phone and then turning it in again. It’s a hot or miss when that happens. 7. Customer service is poor at best. It seems they don’t know what’s going on yet we’re supposed to seek them for assistance. 8. No other options to use but these apps. Absent of any viable assistance with any of the main issues. The entire purpose of the app is often defeated by the app itself. If I could give minus stars ⭐️ it would be -10 ⭐️.

App & Costs. I think you should be able to send messages with pictures for #1 and for #2 it should go back to how it used to be instead of when the inmates call per minute now it should be per phone call like before. It was so much cheaper when they used to call it was only $2.00 to $5.00 per phone call for 20 minutes now it’s insane for what you charge us to talk to our loved ones!! On top of the fact they don’t get 1 free message a day but 2 min free of kiosk time. Which means they can’t even see the pictures we post for them to see. Which is even more speedy for us. An we have to pay to post pics an sometimes even when they’re appropriate they get denied!! Messages each way are speedy! Shoot something has to give especially with the covid right now an so many people out of work. Free reply’s for inmates? Free phone calls on certain days home besides a 1 minute phone call?

So many issues. I keep receiving an error of “we are unable to load your profile at this time” on the app which prevents me from being able to message my loved one. When I try to send a message it claims I have a deficiency in funds even though I know I have plenty of funds in there. I also called the help line to verify funds, and they confirmed. I have logged in/out, changed my password, deleted and redownloaded the app and nothing is fixing the error. Help #s solution was to send me a “change my password” email which also did not help. In addition I cannot schedule a video visit with my loved one. After choosing the name it takes me to location, once location is picked it takes me back to the choose the name page. I also tried booking a visit and messaging directly on the website and the same cycle of errors outlined above keep repeating.

Works Perfectly as Designed. I have to give this app five stars and stand back and gaze in awe at its perfection. NOTHING could be this truly bad by accident. Thus, this app must be designed to be ineffective, slow, random, and frustrating. Sometimes when I need a bit of comic relief, I pretend I’m watching a meeting in which someone says, “Hey, you know what would be fun? Let’s take a group of people who are already struggling to turn their lives around and do better. A group of people lonely for their loved ones and in desperate need of connection with kindly hardworking good people who care about them. And let’s tell them we are going to provide the means for that connection and then do a really, really BAD job at it! Not so bad that it flat doesn’t work - jusssst bad enough so that they are like lab rats scrabbling for a crumb of cheese on the other side of a grate and they rip their paws off trying to get just that taste.” Yeah, that’s what this app is like. But as many people are saying, it’s the only app available. Isn’t THAT interesting?

Needs to update deposits better. I started having problems at first when I clicked on send message it would take me to deposit money and when I did it would take the $10 plus fee and when I tried again it tried to make me do the same thing. So I wasn’t going to sit there and keep doing that over and over so I called the customer service number which was surprisingly open at 1am. They guided me through it. They made the correct deposit for me and stayed on the line while I made sure it worked on the app! Thank God I wasn’t out a bunch of money but they do need clearer instructions and a way to see how much you have used out of your account.

So frustrating. I set up the app on my iPhone for my grandchildren to be able to video chat with their father occasionally. The typed messages come in fine, and the photos I send him he also gets just fine as this works on my cell phone. The frustration comes from when I need to have my phone with me, if he calls to talk to them they need a speaker and my phone, they cannot just answer it in the laptop at a preset time. (Yes he will call on a landline first and ask for a video meet. But again, it comes thru on my cell and the screen is small.) He complains about the speaker. I’m guessing it’s an issue on his end because even the secondary speaker can have issues. I cannot seem to get an answer as to what setting on this app allows me to be able to answer on the laptop. I’m not thrilled about the situation, but this is the only way I have to fulfill my obligations to allow visitation.

Needs to be repaired, BADLY!. I would give 0 stars, but if I didn’t have this, I would have nothing. The only portion of this I have any success with is the messaging. Calls are a nightmare. If they are in a facility with Covid lockdown, there is no video and they need earbuds to hear at all. I guess there is no funding so they share the headphones. He never seems to get them, even if I ask ahead of the call. Making the calls are super sketchy and take forever to load, if they load at all. I constantly have to refresh to get the call to re-up. I have been charged for multiple calls where he and I tried to connect and he could not hear me. If the time is ticking you get charged no matter the ability or lack of talking to them. Putting funds on the system is a whole other thing. The app crashes constantly and putting money on accounts takes just as much work as everything else. My first day with this, I spent a total of twelve hours between struggling with the app, calling the getting out help center twice, calling the jail multiple times, and trying to get connected on a call. I thought I would have a stroke by the time the day was over. I know it is not just me, because my daughter has yet to get her account activated with money accepted, and she is pretty tech savvy. It has left me even more depressed than I was to begin with, to think this is all I have. Get it together! This should be a class action law suit for the amount of money you get and don’t refund for NOTHING!

The worst. This app and the company behind it are the worst. As a application developer myself I can tell this was written very poorly. The navigation is poor, you often have to use browser back button to go to a page because the app or website doesn’t have have links to go back to certain places. The server that hosts the website and app crashes all the time throwing 500 errors. Basically, the app was designed poorly, the infrastructure for the website and app cannot handle the load and we have no choice because this is what the prison decided they would partner with. Their customer service is also terrible. They just try and get off the phone with you as soon as possible. I couldn’t change my primary number and had to call in. The website had already marked my number as the primary but I guess it was not really set as my primary. This prevented me from doing anything because the money I had added was tied to my number (marked primary) and not the other number. The company probably does not care to improve anything as we have no choice on providers.

GTL. Between constantly having to have my account reverified with GTL, the calls constantly dropping or glitching out, video calls it’s none existent at this point. Half of the time you can’t hear what’s being said, calls dropped, calls not loading or breaking up. It’s so frustrating and annoying to say the least. Sending pictures used to be simple now it’s a process in itself due to formatting of the pictures, file size, and how long it takes for them to be processed or reviewed. It’s bad enough having to wait and work around the system being down due to its own technology overload and issues mix that in with prison rules and times where loved ones can’t use the phone it’s a straight nightmare. One minute the app works the next it’s saying to log back in and verify account, reads contacts who were already a contact and added. It’s very frustrating to have to keep repeating the same steps that we’re taken to create the account on a daily basis.

Better than nothing, but needs improvement. I noticed others having the same issue with creating account, adding money, then being told there wasn’t enough money for a basic email. After wasting hours with their 1(800) number, I finally called their complaint number. (Found on their website). They couldn’t help with the issue, but we’re able to connect me to a live person that could. That person fixed the issue in a matter of seconds. For those familiar with JPay, this system does NOT have an option to send a reply stamp along with your email. Therefore, the recipient must have money on their books, in order to reply. This is the extent of my personal experience with this service. Perhaps I’ll learn more and update my review. As for now, they get a single ⭐️ for the app. However, I did bump that up to two ⭐️ ⭐️, for such a quick fix. I would’ve possibly gone as far as ⭐️⭐️⭐️⭐️, if it wasn’t so difficult to get ahold of someone to correct the issue. No reply stamp option prevents this service from ever getting ⭐️⭐️⭐️⭐️⭐️!!!

Unacceptable - I’d say 0-Stars if I could This App is TRASH. This app is absolutely awful!! I cannot stress it enough how terrible this app works. You pay $4.50 for video visits and can’t see the person half of the visit because the app glitches so much, blurs the person out, ect.. The texting part wouldn’t be so bad if the texts would actually send, all text that have been sent in the last 24 hrs are still pending because the app is down yet again (app is continuously down due to one issue or another). Photos are rejected for no good reason at all then try to resend and the same photo will be approved (they charge you for all denied photos - even the photos that don’t “sync”). With the amount of money “Getting Out” is making from the app (my guy and I spend hundreds a week in this app alone) there is absolutely No reason the app should be this awful! If I didn’t love him, I would never support “Getting Out” by giving them my money. THIS APP IS TRASH!!!

Worst app. My experience is awful! I set up my account at a kiosk. Came home to login on my laptop and for six hours it would not let me login. It kept telling me my email or password was invalid. I would click forgot password. Sometimes I received a link and sometimes I didn’t. When I did receive one I would create a new password. It said success. I go to login and the process would start all over. I was provided with a customer service phone number with an option to press. I tried over twenty times. Each time it placed me on hold with music and then just like that I am disconnected. It finally let me login after about six hours. I had to call GTL Connect Network, ask them to connect me to customer service, the exact phone number I had been dialing, and I got put on hold for almost an hour when finally I got to talk to someone in person. And then they acted like they could care less about my complaint. Now my soon to be daughter-in-law is having the exact same issue. This is not okay! If you are going to be a provider for government institutions, you have a responsibility to make sure that all the technical functions work smoothly. Loved ones have enough emotional challenges, they do not need something like this to add to them. A service provider like this needs to have as a mission to make sure they do everything they can to care and provide the best service possible. This company is far from this!!

Rip off / no prices / inflated fees / UNHELPFUL / disgraceful. Zero stars. This app/website is a joke. No clear instructions. No HELP button. No information about how much these services cost. The fees should be CLEARLY stated on your site AND THEY ARE NOT. Logging in is a nightmare. Wants to send you an email each time, which doesn’t show up or takes forever!! We found it works better with Edge than Chrome … iPhone forget it. Our first two days using this has been SO FRUSTRATING AND UPSETTING. We have no idea of the exact fees/add’l charges for using it will be. I feel like this should be illegal. This entire experience is morally wrong. Our county gives 2 free video visits at the jail free a week, when I scheduled online, like I had to, it says the charge is $7.50? We’ve never been so frustrated trying to muddle through anything like this before, and we have college degrees. Something needs to change!

Bittersweet Feelings. I’m up and down over this app. It’s so amazing and helpful to be able to keep in contact with a loved one. And for some reason, my card doesn’t let me make a deposit over the app but I’ve called in to customer service multiple times and every time, the representative was able to make a deposit for me quick and easy! On the other hand, recently (or maybe just becoming more frequent), the messaging app is constantly giving error messages or no loading or just completely signing me out. I’ve quit and restarted the app, tried off wi-fi, tried on wi-fi, etc. it’s extremely annoying and sometimes by the time I finally can get back in and see the message, my loved one has signed off. However, that is the only issue I have experienced thus far with this company!

Don’t waste your time. In the last week I spent over $200 in order to talk to my significant other. The majority of the time I cannot see what he is texting me because it says that it is having issues and to try again later. During video chat it ends and says that it was having trouble starting the video chat while I was visiting my significant other. I’ve called customer service and tech-support and they just say it’s a glitch. I’m sick and tired of you guys blaming it on a glitch when you have a lot that needs to be done with these apps. I spend lots of money in order to talk to my other half and you guys are making it extremely difficult in order to do so. I highly suggest you take care of the issue before you lose me as a customer. I am quite frankly really tired of tech-support blaming it it was a glitch when we all know it’s not. Do your job and fix the app before you lose me as a customer

Functionality THIS bad has to be intentional. I struggle to find words to describe just how bad this app really is. It HAS to be intentional. Nothing could be this terrible accidentally. Total absence of functionality for days on end. Messages that I’m charged for that contain the most boring of ordinary language and zero scandalous tone. They apparently randomly trigger some unknown set of rules and sit in purgatory for days, even weeks, never leaving the “pending” status. But I am out the money for sending them while they sit and grow moss. Naturally, we have zero access to anything resembling taboo words and phrases. And naturally when you click on “contact us” in the app, the only thing that pops up is a message stating that the page cannot load at this time. The hideous so-called function paired with ZERO accountability on the part of the app designers leads me to believe we’ll be seeing a class action lawsuit before long. You cannot take a person’s money, fail (epically) to provide the promised service, and not be held accountable for it.

Developers Need to Start Listening. I downloaded this app a month ago, and at first it was okay there was definetly some serious lagging but at least my friend and I could communicate. I have spent A LOT of money on this app and the past week it has been crashing, not working and no way to reach customer service. If the app is down, this company should at least let people know so they don't worry about their loved ones. I just went through and read reviews on google, yelp and here and found out how many people this app has stolen money from or not helped the customers at all. I get that people in prison have a lot of rights taken away, but robbing people on the inside AND OUTSIDE is totally wrong. They probably get away with it because many people don't have the money or time to sue, but I feel like it is just a matter of time. Watch out Gettingout, if you don't fix your services I'll just make a better one and put you out of business!!!!!

Horrible App/Customer service. This app by far is the worst I’ve ever used. Customer service IF you’re able to ever reach anyone are rude, interrupt and pay no attention to what you hav to say. They do not note the account when I call. I know this to be true given the fact that I call multiple times and they have no information on the details of my prior calls to them. I have sent them my ID and photo verification multiple times to get my last name updated. They change it and then the next time I go online it’s back to the maiden name. The App itself for four days now just loads and loads. I cannot send a message or receive one on the app. When I tried to send messages through their website the funds we’re deducted from my account but did not show on the website. I spent a half of a day on the phone with several people who had no idea what was going on and merely stated possibly service is out in your area. They are contracted to do a service. Provide this service to inmates and their loved ones. It’s quite clear the company and it’s employees have never had to be in a situation like this. Any one of us on the other side of that gate would ensure to the best of their ability that loved ones could communicate utilizing the services that the company claims to offer.

Disappointing, frustrating, problematic.. Look I don’t give reviews, I never have, but this app has compelled me to write one! This app allows us to see loved ones faces over the phone while incarcerated, something that used to not be available! You’d think an app as revolutionary as this and as widely used as the Getting Out app would be efficient! Unfortunately there is always an issue with this app - from crashes, to failed video calls, to the app hanging up on your call, not being able to deposit money, or every once in a while when the app randomly loses all of your conversations and contacts! It is so frustrating. Today for instance I tried to video call a friend, the video started and his face came on screen, we talked for 2 minutes, then the call hung up and a message popped up reading “Sorry, there was an issue with your visit. Video failed to start”. The app did this for three more video calls, each time. As much money as I put into this app so I’m able talk to the person I love, it’s really unfortunate how inefficient and problematic this app is. It’s almost like, yeah we’ll accept your money and in exchange you may or may not be able to use our app. 👎🏽

PLEASE FIX. This app is "ok" because it serves its purpose, but there are a few issues that really need to be fixed. One of the most important issues is..... I've been trying to make a deposit for 2 days now so I can message my son, and I keep getting the loading circle or it says an error has occurred. Next, there should be a "delete inmate" option for removing an inmate from your account. Not ONLY a blocking option. The option to put your message in a draft when there aren't enough funds to cover the message for insufficient funds. There should be a "message deposit" icon for depositing funds to the users account. The last couple ideas are merely suggestions to make life easier when dealing with the getting out app, but the first suggestion should be made priority! I am trying to send a very important message to my son and I can't because the app isn't working.... and won't allow me to add funds for writing out! PLLLEASE fix.... other than Whats stated, I've not had any issues and appreciate the app abs developers! Thank you

It works for us... The only problems we had with it. Is when I was first getting my laptop which is new. I could see him he could see me but we could not hear each other. I finally got my laptop audio to work. But they charged us for the full call. When we Close the call within a minute and a half because we knew it wasn't gonna work they did not refund him so he's out at least $12 which is an a lot but it is while you're incarcerated however I do love being able to just text him when I want I haven't had a problem with him not getting my text and I always get mine. Some days it buffers allot. All in all I love the fact that I can see his face every day. I'm sure Telmate will work out the kinks. It's a new program. Not sure why people always have to leave horrible comments. Thank you telmate for making today technology work. Doing time is hard. And this does make it a little easier.

Very frustrating. The good: you’re able to communicate via text with your loved ones. It’s nice to be able to do that!! If you can get it to work for you. So much more convenient than sending snail mail, in theory it’s a great service. The bad: don’t try to send pictures because it will take your money but the majority of photos get denied. Innocent neck up selfie? Denied. Child’s cute smiling face? Denied. Picture of a rock? MAYBE approved if you’re lucky. It’s extremely costly. Sure, 25 cents a message doesn’t sound like it will break the bank but when you’re depositing on your end and their end it adds up fast! Not to mention the fees they take just for making a deposit, you can eat through 50 bucks a week easily. I feel terrible for inmates and family’s that have minimal funds, this is a very unsustainable way to communicate. The app lets you type 1500 characters but realistically you can only type about 700 because the “send” button moves up with the message and if it goes out of view, you are not able to scroll up to click it. This is an easy problem to fix on their end and I believe they deliberately don’t fix the issue because it makes them more money if people have to break their message into two parts. Bottom line: download and use as a last resort, don’t rely on this app for communication. I know it sounds great but it’s costly and buggy.

Needs some improvements. This app has worked pretty well in helping me and my loved one stay connected. There are a couple things that could really use some improvement though, mainly focused on notifications. There is NO notification tone or missed notification badge to go with this app so unless I am literally staring at my phone or open the app every time I pick up my phone I wouldn’t be aware if I have received a message. Also the time stamps for messages sent and received are way off...not sure if it has something to do with how the messages are sent through the system but there should be a way to adjust these to the time zone you are in. I think once those important are made this would be a 5 star app for me.

You’ve given me the ability to speak to my love!!. Despite all the horrid things people spout about this app, I am very grateful for it. Do calls get dropped?? Yea.. but I get to hear his voice before it does.. do they take half the calls reminding us the calls are recorded?? Yes they do but I still get to hear him I. Between those reminders. Years ago this kind of thing was unheard of. It cost so much to keep In touch with incarcerated loved ones and now they’re able to call almost all day at a cost of about 50 cents a minute prior to the calls going free. People need to remember that this is a blessing, think of how things were BEFORE this app and remind yourselves to be grateful

Horrible app. I have used this several times over the last couple years when loved ones go to jail. I have NEVER had the problems like I do now. The app always freezes tells me I have no contacts can’t load messages etc.. most of the time it tells me I have no money on it when I clearly do as I have the receipts. This is a very important issue you guys need to fix. I have been charged for messages that apparently never got sent. I spend ALOT of money with this app on my side and my loved one that is locked up! There should be no reason why I have to wait hours to respond to a message and then half the time they don’t even get sent. Video calls well that’s a whole mother issue as well. Have to wait sometimes 20 minutes for it to load and most of the time I get kicked off of it and not to mention the verification I have to do EVERY single time I attempt a video call even though I am verified! I feel as if you guys are just ripping off the incarnated people and family! This is something we look forward to and can’t even enjoy it even though I put a lot of money into it almost daily! I am very disappointed and will likely hire someone to get help as you guys won’t talk to me when you have one time the woman was very rude and very unprofessional. It’s really a shame that after all the money you guys are making you can’t design and or update a decent app! This is by far the worst app I have ever had to use! I will be in touch!!

This app is not very stable. I can only use it to chat with my family inmate. It doesn’t take or upload photos and the video definitely doesn’t work at all. I normally have to use the prison video visit browser built by GTL/Viapath, and we only get 25 minutes. Now the problem is the app keeps changing over from chatting option, to trying me to download the video visit app. Which now made my chats disappear until I wait for it to reset. No support from the prison staff or GTL/Viapath. Calling to complain is brushed off and told to call the prison. Since August of 2023, my family member is the only one getting video visits, because the staff and other inmates don’t know how to set it up correctly. It took me a month to get it working. I’m so glad they will be released very soon. So I don’t have to deal with this anymore.

It’s just ok… but could be great.. This app is pretty easy to use most of the time… but it could use some “modern conveniences” so to speak. It would be nice if it was compatible with auto fill passwords, instead of having to manually enter your user name and password EVERY TIME. And, almost EVERY TIME I have written a message longer than two or three sentences, when I hit the send button I get a pop up telling me I don’t have sufficient funds to send the message (like $35+ is not enough to send a .05 message). Then there’s the issue of timeliness - why does it often take up to two days for a simple message to be approved? You can’t even send a simple “Happy Birthday” and have it received on time. And we won’t even talk about how long it takes for a photo! And, for video visits you have to have a whole other app, but you have to sign into BOTH for it to work! GTL/ViaPath needs to hire some REAL app developers to create a single app that actually works, rather than whatever fools they’re currently paying that develop this garbage!

Always Glitches. This app is always crashing and it doesn’t save messages so when you write out your message & it crashes, you loose everything and have to rewrite. I’m constantly having to copy before I send just to make sure I don’t loose my writing. I do have to say that I like the new interface, but I don’t like that you can’t see how many characters you have written anymore. Now I don’t know how many words I have left that I can type until it just stops writing... There are minor positive changes such that you can copy the messages now, and your messaging,deposite, and video buttons are right at hand. But... Getting Out needs to make video calls available for iPhone seeing as it’s one of the largest carriers out there. I have to use a computer anytime I want to video chat and that makes it difficult because I have to be near a computer with internet to do that. Baby steps, but you still have A LOT to work on GTL. Hoping you will listen to the feedback from your customers. 👍🏼

Grateful for this app!. I have read many reviews & am glad I read them after using this app! Because I can honestly say that I haven’t had but maybe two small glitches in using it for about three weeks now! It’s amazing to me I can send & receive messages and get video calls from my loved one! It just takes a little bit of time to set up roughly 20 min maybe more, but take your time in doing so cause it may run slower than what we’re used to. Then that’s when start accidentally hitting buttons n then …you know. There’s an option to deposit $10! That’s 40 messages! Each one at only $.25 cents! Again impressed & extremely grateful! Maybe I don’t expect much & that’s why I can’t complain like a lot of other people using it, but I am human & have to say from my experience I think it’s great!! And I don’t have a single complaint! Pictures of the kids keep him sane & daily check-ins keep us connected! Don’t lose focus on the importance of keeping families connected, I truly believe this app is going to help keep inmates more focused & connected and help keep sane to say the least! So stay strong for them, mentally & spiritually! Again I’m so appreciative for this app even being a possibility & am grateful to use it! Thanks for your time!

This app is DISGRACEFUL!. In case being separated from your loved one wasn’t hard enough, this app gives you a glimmer of hope and relief and then completely takes it away! It’s horrible ! It doesn’t load, says my account isn’t available at this time (ALL the time!), verified my phone number multiple times only to be told I’m STILL not verified, constantly crashes, I added $25 to my account and sent ONE message am told I have insufficient funds to send another???? Surely one message isn’t $25!?!? But no where are the prices of ANY of their alleged “services” listed on their app or website. These people should be ashamed !!!!! They’re preying on people who are just trying to stay connected! Why is this the only app available and yet it is so terrible!? All the reviews complain about the same thing now just now, but back to 5 years ago!! Clearly these people only care about getting paid- THROW THEM IN JAIL! This is unethical and down right deplorable! Someone needs to be held accountable!!!!!

Updated needed. This doesn’t give notification that a message has been received, the platform is simplified and easy to navigate; except when I want to view my profile info it glitches the app and keeps sending me an error message that my information cannot be accessed right now inhitnok it comes right back I try to click on another tab to get away from the error message it won’t let me click out of it or navigate from the page so I have to force close the app. Works fine until I want to view my profile info didn’t want to look any further in the issue but please fix the no notifications feature. Yes my phone is updated, I’ve cleared the cashe, uninstalled the app and reinstalled checked for updates and here I am writing a review. I guess this is really no way of trying another form of communication it’s not like our love ones get much of a choice in the matter.

Process smooth. The process went pretty smoothly for me. Bugs must have been fixed since that May review. At least for messaging. There was one hiccup during set up when an error occurred and it said they would send me an email to confirm my email. It took awhile to get the email. It said there were duplicate accounts. I think because my brother without realizing it had created an account for me. Anyway got cleared up in about 30 minutes. I love that there is an app. I started out on the website. I love being able to message my brother as if I was texting him. For us and maybe others it was not instant of course messages have to be approved. At one point I stepped away for about 30 minutes and when I came back my messages were approved. My brother was able to let me know an issue he was having with iheart radio and I got to fix it that night! Normally he’d be trying to reach me by phone for days! At least for me I cannot send pictures electronically. I guess you could in the past or maybe other prisons can. I went to the app and the app said they would print my pictures and mail them and it was about $8 for two pictures. For messaging also there is a limit on length but it’s pretty long. But my first time I went one character over and it was deleted. But again overall I am very happy with this!!

Pretty Decentish :). Been using this app for a few weeks now. And I’m so glad something like this exists. I get to see my loved one whenever I want, so long as the app doesn’t crash. Which it does :/ a lot. Wouldn’t be such a big deal but it’s uber expensive and sometimes charges you for the crash. I mean for one month (with no crashes hypothetically) you need at least 200 on the inmates end and 300 on your end. That’s not even being lavish with the visits or texts. I actually just started my third job in hopes of keeping it up. I know everyone needs to make money, it just seems awfully excessive. Ya know? The 25 cents per text and minute of vidchat. And then the service charges. Kind of like being punished hardcore for wanting to talk to your loved one 😅 I mean I’m gonna do it and hope for the best. I just hope y’all might come around and make it a little more affordable. Got me quitting soda and stuff to save money. Thank you if you took the time to read haha I dunno 🤷‍♀️

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Partially works. I've had this app for a couple of years and for the last 7 months (approximately) it will not display messages. Keeps logging me out. Conveniently, adding funds to my account is no problem at all. I loved it when I could read messages from here whilst on the go, and that's it's very purpose, but lately it's just terrible. Surely a bug fix update is well overdue

So many bugs. This app is so over due for a update please there has been so many issues the last 6 months with calls not connecting and error messages when trying to send messages and now days on end when it comes up messages and contacts can’t sync. Please fix this issue it’s not fair not working most days of the week. Used to an amazing app now it’s gone down hill so much. I’m praying these issues get fixed soon it really needs a update to fix these so many issues.

Can’t load funds. After being approved I can’t load funds onto the accounts. Been told bro wait 1 hour 2 hours 24 hours and still unable to load. There should be an easier way for international family and friends to load money, not oh well try again in another 24 hours. Asked to speak to tech department sorry can’t help you. So much for bringing families together

Scammers. Happy to take $60+ from me without loading a cent of it onto my account. Then when I try contacting them, they send the same automated replies. Reporting to my bank as fraud. Such a joke, give me my money back

New app is poo.. As out dated as the old app was this new app is POO! It keeps crashing, logging me out, not letting me open all messages and taking literally over a minute to open a message! I have gone back to using my browser on my iPhone for this reason. Messaged the company with the issues and have had no response. THIS APP NEEDS FIXING.

Pathetic System!!. Anyone that reads this you’re better off sending snail mail in the post!! Will probably arrive quicker than a message being sent on this app!! Keeps crashing daily!! Money is being taken on messages that never arrive!! This is ridiculous CDCR should’ve gone with another system for messaging one that actually works!! Wouldn’t even give it a 1 star!! Maybe you need to recruit someone that knows how to fix the problem!!

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New update not cool. I can’t see my messages. The app doesn’t seem to want to load ever. And it’s slow. Not a fan of the update.

Eh?. No option for Canada.

Not Working. Can’t access or use any part of the app since the most recent update.

I’m very disappointed. Although I am happy that the prison system has improved the way we can communicate with our loved ones, i’m very disappointed in they way this app has been designed and built. It crashes, it freezes, it doesn’t hint you if you’re missing information and that’s the reason why you can’t use it. There needs to be an experienced front and back end developer running the show here along with extensive testing. It seems like most features were designed as after thoughts. Please create a committee to help through these challenges. Real people, lives depend on this. It shouldn’t be designed like any other app, it’s meant for people to be able to speak and see their love ones. Customer service isn’t that helpful when it comes to trying to work through these challenges either. It’s always hit and miss with this app.

Thankful for the app regardless. The app, although comes with a lot of glitches and isn’t super reliable as a well working app, is still better than receiving a few phone calls a month. This app has allowed my husband and I to talk daily and I am so grateful for the opportunity to hear his voice every day. The hardship of having a loved one in prison is indescribable, however the reality for my husband is much more grim. This app has brought back some of his feelings of being human, allowing him to participate virtually in my day to day world. He has gone 7 years with little to no outside contact at different times during his sentence, this has been a life changing experience for us. I am truly grateful for the decision that led to this opportunity.

Not working. Every time I try to msg him it takes long to load and doesn’t let me msg him

Update done. I update the new version and now it won’t let me go on the app keeps saying update available and I did it 😡

Worst App. Literally the worst app ever. Please fix it as it’s the only way of communication to loved ones in jail.

Useless and staff are incompetent and rude. this app is garbage, I can’t get any assistance from Remand staff or Synergy. I sent pictures, but are still sitting in Pending status a month later, and one just says ‘denied:other’. I’ve reviewed the rules around pictures and there is absolutely NO reason it should have been denied. Staff at Remand and Synergy insist the other party is responsible for approving pictures, was even lied to by remand staff advising an algorithm approving pic’s. I have called security at remand so many times, they just don’t answer anymore when they see my number and do not return msg’s. One employee stated ‘txt and pic’s’ are not a human right and stated he hates the program and has no interest in using it. he refused to give me his name when I asked for it. Typical remand POS staff.

disappointing. it was workin well until the new update crashed & now I can’t view any of the messages except mine. Nor can I see the status.

Canada eh. Can’t find Canada as an option.

I hate this app. As editor of a prison newsletter, I contact inmates on all sorts of platforms. They are all different, and they all have their upsides and downsides. This is the worst, most frustrating experience I’ve ever had. I’ve put money in a GTL account (and received email and in-app receipts) but when I go to send an e-message I get a pop up that says I don’t have any money in my account. The phone help line is useless. Don’t expect any help if you have trouble negotiating this site - and there’s nothing your incarcerated person can do but sit and wait for you to figure it out. Horrible.

App won’t update. Why won’t the app update

BAD. I updated the stupid thing!!!!! & now it won’t let me log in and it says my password is wrong when I know it not!!! Poop!

Buggy. EDIT: This is consistently the buggiest app on my phone. Works 5%of time. As soon as I log in it instantly freezes and stays on a rotating circle loading symbol. Can’t do anything. App is completely useless.

I would like my credit back. Before the last update I never had a problem with the app. ever since the new update credits have been taken dramatically in size, normal approval pictures, don’t get approved, but I get paid tax for them like somethings gotta change her because you guys are taking and not sending my pictures and taking my money for calls like that I don’t even make. reimburse my credit. And I will change my review to five stars. Because I really do enjoy the app

Worst. You can’t send money on the app you have to call then they charge you a lot extra fee. They are a scam asked for the manager the man in Mexico left me on hold. Get people that know English

Thanks for Sharing your thoughts on this app.. I downloaded the app as I thought it would be easier to connect, send money and set up visits etc. But I’ll find all of that information out as I learn more about the app. As I have just downloaded it and I am only reading the comments Yes absolutely I agree with you we should be able to see photographs of each other. Find me this is my sibling, my little brother! And if it is possible to send messages back-and-forth....(which I don’t believe that possible). But if it is possible that I can actually send my brother a message! Wow🙌 so with that being said , When I send my brother a letter I would absolutely likef it time stamped with the date and time that it was sent. I hope you guys are working on the glitch now? Could you please post when It’s fix it?

Garbage App. Garbage APP! Don’t use it

What is this?. I updated the app and it still won’t let me open it and keeps telling me to update -_-

Worst app I’ve ever used $$$$ too. For weeks this app has been working intermittently. Customer service people don’t follow up on issues… many are working from foreign countries and don’t know how to troubleshoot. Video quality is poor and extremely costly.

Not made for Canada side. Doesn’t work for the .ca account. The other getting out app offers to Alberta only. Don’t waste time downloading

Garbage. Plz fix this app, always crashing .. this the only platform i have to communicate with my love one and it is not suitable for me ….

Annoying. The app is so annoying. It’s always crashing. It completely disappeared off of the App Store for 24 hours once. It kept telling me to update it even though I already had. This is the only way we can communicate with our loved ones most times so please try and fix these issues.

Can’t send messages. This app is so frustrating. Not user friendly at all. After much hassle over multiple days I’ve managed to load money onto my account and the inmates. However, every time I go to send a message the app keeps glitching out and won’t let me type or view messages. I’m beyond frustrated. And when I try and call customer service it’s an automated service that goes in loops and eventually hangs up on me. 🤯😡🤯

Getting out app. TRASH!!!!!

Why doesn’t anyone care about the prisoners?. Why won’t anyone fix this app? It only has very basic functions that constantly crash. I’m always having to reinstall, change my password or waste money on pictures that never get sent. They need the communication as they are isolated away from the world and their loved ones. Can someone please fix the bugs on this app so we can have a chance at being able to continue relationships and life with them (PEOPLE “prisoners”)

Update is not working. Cannot use app. Keeps telling me update but it’s already been updated.

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This is a racket. Clunky barely functioning app/website that can only get away with what it does because there is no other option. No competition generally means companies are not motiviated to actually put out a good product. The messaging intermittently works, the funds deposit function is unnecessarily convoluted, and it is almost impossible to schedule a video visit that actually will work. If I had ANY other option I would not use this. And the fees are ridiculous for what you get. Please hire some real coders who know how to make a functioning app and website that is intuitive and easy to use and reliabe. Consider lowering user cost by utilizing an add option like so many other apps do.

Upset. I been trying multiple times trying to put a text message through, it keeps telling me that I have to deposit money on my account. I deposit 3 times, 2 times went to the inmate but it was supposed to go to my account, never showed up, the third time I put $10 on my account, I still tried to send a message. It still didn’t go through. I’ll keep trying multiple times to send a text and nothing happens. It keep telling me there’s no money on your account and I just put $10 on the account. I called call customer service twice they try they were sort of helpful but you know it is what it is, terrible service terrible that’s been a total of $45 and still no good service.

Many flaws, prepare to lose money. Sending messages is brutal, each time I send one it costs me a quarter which adds up fast when the app deletes over half of what I wrote each time I send one. I’ve had to send each message in little pieces over and over again rather than one big message because it doesn’t send my full message the first time. Also, the conversation won’t show the right times so that’s another annoying detail. Not only that, my pictures won’t go through so I’ve spent money on pictures that my contact cannot see. I’ve tried to use this app to communicate and it just makes it frustrating while spending all my money. We’re in a tough situation already, why does this system have to make it worse. Please fix these glitches.

Real criminals of the world. FIRST OFF. As much money as us very unsatisfied customers spend on your services not to mention the extra fees you charge for EVERYTHING.. why don’t y’all invest some of that $ into fixing the software for your app to make it work properly. It takes forever to load sometimes it says 0 balance on customers account when we have money on the account.. second of all YOU Have some of the WORST CUSTOMER SERVICE SUPPORT EVER.. LASTLY you still charge for weather a message was approved or is still “pending” what sort of corrupt operation are you running. Whoever is the developers of this app And the founders are the ones that need to be in jail if i could give this app -0 stars I would. I will be getting in touch with your headquarters by the way thank you

Zero Stars. This app was a mess before the update and now it just simply isn’t functioning at all. I called customer service to make sure it wasn’t my account and they claim my account is good and there’s absolutely nothing wrong with their software. It won’t load any sent messages from my friend since Wednesday and is keeping all of my messages stuck pending. Photos are going through but they’re approved by the facility. Anything GTL approved is stuck in limbo. This is a pathetic disservice to families, friends, and the incarcerated themselves. They’re people, many of them are good people, and everyone deserves better than this. With all the money they rake in, the least they could do is maintain a basic functioning communication app. If you can’t handle it then contract out to someone competent.

Smh. They updated The app so it looks a lot better but it does not give you the option to stay signed in. The .25 per message would be ok if it would give you more characters to write. The phone calls are highway robbery totally. JPay for example gives you 20,000 characters and is a lot more economic. The filters they use to detect words that may be against policy is ridiculous and my messages won’t go through until they approve it. How do they get that I was outside killing grass with roundup some sort of threat? I mean read the message. I was asked what I did all day. I just hope they come up with something better or change Companies. The customer service people when you have to call in are rude and don’t help.

Horrible. This app constantly does not work. It constantly crashes, which is very disappointing due to how much money you spend to even just send one message, it takes your money and you CAN NOT get a refund. It says message failed to send half the time, and I know it’s not on my end because I have great wifi, and cellular data. This app has disappointed me and my loved one that is currently locked up in so many ways. It gets us so aggravated we will go days without talking because we don’t want to mess with the app. There is something that needs to be done due to how much money is put into this app, and our loved ones. If the app would work it would be a great app to have to contact your loved one. I hope someone sees this and decides to make a change.

Has the potential to be great. This app is a lifesaver, being able to talk to incarcerated loved ones from the comfort of your own home. It truly feels like you’re just texting back and forth. My issues are that the app loves to log you out in the middle of a session, loading times are DUMB slow, and there are no notifications available for when you get a new message. It has the potential to be great, but it’s like the app was thrown together bc they’re not really using the webpage anymore. If the issues I mentioned are fixed this could be a 4 or 5 star app, but I have a feeling that GTL’s developers don’t really care and are already aware of the bad quality of this app.

Thank you. If it wasn’t for this app and this service, I wouldn’t be able to communicate with my boyfriend as much because the last system is so slow and with this new technology, it makes things a little bit easier during such a difficult time. Thank you and I can’t wait for the photo option to start at his facility, and also the video but from now the messaging is perfect and I haven’t had a single issue with it!

Trash. Won’t let me make video visits remote or visit now. I wish they just stayed with Securus. Sure the prices are better but everything else is garbage. Customer service literally did not help at all and made some weird comment like maybe I can’t video chatting with my loved one because maybe due to the nature of his charges? And maybe I have a restraining order against him or something ? It was such a weird and baseless assumption, I didn’t even know what to say, it was so far out of left field and not even a bit applicable to our situation. I just think he didn’t have the answer to why their app wasn’t providing the services it states the facility provides. He ended the call stating there wasn’t anything I could do and to contact the inmate and tell them to report it… to who???

Nice & Easier to connect 💙. Well, when I first signed up it messed up my account and took weeks to get it working. Once I called customer service very helpful rep. Helped me to get it up and working it was nice to finally get in contact with my fiancé he was sick during this time. Once he was well he video chat with me this screen goes black or you can’t see anything but blurry on the screen. It’s very nice to text, hear, and see because my fiancé sister is in hospice and she’s able to see him. Working on some of those bugs and It would be wonderful. Only because we’re paying for the text, video chats. Thank you for your time : )

Cannot Get In To Get Out. Downloaded the app today as my brother is temporarily confined. Was told by the Jacksonville Sheriff’s Office that they do not allow inmate visits for families and likely never again. Therefore, I downloaded the app to see if I could video visit my brother. The app has not worked to my satisfaction meaning they made me verify through multiple methods my identity to include my personal cel phone number, personal email address yet I cannot do calls with my brother. I cannot deposit him funds as I get an error that it cannot upload my profile. In essence, the app is a subversive way to get additional data on inmates contacts, especially if one was to escape. This app is poorly engineered and needs to be revised and/or immediately stopped in its promotion that it can benefit family or friends in communicating with their loved one(s).

Trash App, Trash customer service. This is the only way to communicate “quickly” with an incarcerated individual and it is absolute garbage. It’s not a user friendly app. There’s nothing intuitive about how to navigate it. It a trial and error process that requires patience that I hardly have. I deposited money onto my account accidentally and have been waiting for my refund since 7/17 (it’s 9/7 today). Every time I’ve called customer service I’ve received different information every time. Finally asked to speak with a manager and magically my refund started. Why do you say 4-6 weeks when you have the ability to do a refund same day? This is such a scam company that I have to use because they’re the only option.

👎🏼. It’s a blessing to be able to communicate with an incarcerated loved one, but this app (and related apps by gtl) seem to be here only to get as much money out of a person as possible. Close to a $4 charge for EVEY time you deposit $ into each separate account, and sometimes you don’t know when your loved one will move to a different location and forfeit all of the funds you have put into an account. The facilities or someone is responsible for approving messages and pictures and half of the time they decide not to, and you lose $ on each message and picture that gets lost in their “pending” mix. So they take your $ from every angle, knowing that if that’s the only means of communication available between you, that you will still pay. It’s sad really.

The Worst, makes Jpay look great!. The amount of money GTL/Getting Out collect in processing fees and other fees and still not getting the service is ridiculous. The head of this service company should be jailed for fraud and theft. The company is stealing from me and others. Praying on the vulnerable and have no other option. It’s a nightmare!!! I called for my money back because they have no problem taking the money but you never get the service. They refused to return my money and I said I wanted the almost $5 processing fee as well b/c the system doesn’t work and they refused. You get nowhere and so frustrated that you just hang up. This is their strategy. We all need to start a class action lawsuit against this company.

You’d be better off writing them a letter... Absolute garbage app.. continuously has issues loading messages, and we’re not gonna go into how many times you have to attempt to load money on.. notifications from the app are few and far between when an inmate sends you a message.. the app will log out out by itself at least once a day, and then when you do log in, it won’t show you messages or says “something went wrong on our end, please call 1-800 for customer service..never thought I’d get so aggravated with something like this app.. video visits are mediocre at best with the white noise in the back ground all the time, they have to use earbuds to hardly hear the conversation.. if it was possible to remove stars, I’ll do negative five..

Doesn’t work. You can deposit money, but when you try to send a message then it says insufficient funds. It doesn’t even tell you that you can’t send the message until after you hit the “send” button so you just wasted a lot of time typing the message on your phone. When I go to the deposit page, it shows $25 on my account but apparently that isn’t enough to send one text message. It doesn’t show the cost of messages anywhere. When I click the “My Info” button on the bottom menu then I get a page that is broken and shows an endless popup saying that my profile can’t be loaded. The only way out of that page is to close the app.

Horrible app. This app freezes consistently and gives notifications that they can’t display your profile, wipes out messages, and does not give proper notification. If by chance, I am able to login by the time I try to send a message I am logged out again. I have been trying for the past six hours to access messages but the screens never load. I have force closed and restarted the app. The messages are still not loading. I just got a notification that said I have six messages. I can’t access anything I can’t access my profile. Families have enough distress with their love ones incarcerated, and should not have to deal with this kind of inconvenience especially if your own money is involved

Keeps telling me to update but it’s up to date. Everytime I open the app it’s telling me to update to 3.2 version and takes me back to the App Store but according to the App Store my app is up to date. They need to fix this immediately because my friend who is incarcerated is not going to enjoy not being able to speak to me. Where they are located, they can only have the text portion so I have no clue about the calling app but this app has always been glitchy and slow and weird. I don’t like using it at all and wish they would find a better solution for me to stay in contact because now it’s being glitchy again. I have uninstalled and re-installed the app 3 times today… cant figure out why I cannot log in.

Rarely works correctly/annoying/beyond frustrating. I despise this application, as well as the website. For the extremely excessive amount of fees you charge for depositing funds onto commissary or phone, you would think you could invest money I to your products in order to make them work correctly. The use of both the app, as well as your website are beyond frustrating. It constantly crashes, links don’t work. Constantly asks me to login again when I am halfway through completing a deposit. If I can actually I get to the final deposit screen, it says information is missing when no information is missing. I have completed this process hundreds of times and have been successful roughly and possibly LESS THAN HALF of the time. Get it together telmate.

Bad app. This app needs to be fixed it’s sad that we have to download this app than load money on both ends and the app keep crashing one min it say can’t load your messages than it say can’t load your contacts than you can’t view your account or upload on your account I mean dang what’s the point of having this app if we can’t use it and all the money we spend just to keep in touch with our loved ones bad enough they there for a little while and we have to load four apps and have four apps on our phone them at lease y’all can make it where it works just because they locked up don’t mean y’all treat them like they nothing and make it hard for them or us to use the app but y’all have no problem taking our money it’s real sad and pathetic

Update made it stop working. Was working fine. (Text messages take a couple minutes and you have you back out of the chat screen and then go back in if you want it up update any new messages that your loved one may have sent, cuz you can see if they are active/online) But then it gave me a notification to update the app to 3.2 and I did and then went to open it and it gave me the same notice. And won’t give you the option to do anything accept hit the “Update button, which then brings you back to the App Store where it says “Open” next to the app link instead of “Update”… because it’s already updated. And around and around you go. I even tried deleting the app and redownloading it. It didn’t work.

Awful. Keeps crashing. Won’t load messages. Just sits there and tries to load without being successful. Putting money on your account is a joke. They charge you then I had to spend a good 45 minutes online chatting with someone to be able to actually use the money to send messages. Horrible app. I can’t say it enough. HORRIBLE. Update to previous review- just added money to the account and now the app is completely frozen. Won’t respond at all. Tried closing and reopening, tried deleting and redos reinstalling Ans nothing works. Get it together. If you’re gonna have an app that people RELY ON to communicate with their lives ones then be on top of it and make sure the app works. 🤬

Horrible app. This app is a horrible their company it’s no good they’re not professional, they will sit there and take your money and not send any conversations or any photos to you loved ones, inmates are already paying their portion on their end makes no sense that we also have to put up money to text or send any videos and pictures when we are sending money to the inmates as well. My account got flag for fraud because I disputed the money I spend when my loved one never got the messages or pictures. So how you want me to keep paying for something that you not allowing him to have? Makes no sense. I call them to get it fix to told me that I would have to pay the money that I disputed and also a $50 dollar fee in order to get my account up and working again. SMH 🤦‍♀️ a whole scam

How hard is it to fix ?. The time is inaccurate on the app. I don’t know what time zone it’s going by. The app crashes and tells me there is a problem with my location, forces me to lose my message I’m in the middle of typing, log back in and then start over constantly. It also doesn’t notify me unless my screen isn’t on and the app isn’t open. Simple fixes can improve this app tremendously. Also the not being able to add the same amount from your card within the same day will block your card or account is ridiculous. I wish I could rate the app even lower. Sending and receiving is the only plus for me.

A blessing and a curse. It’s a blessing to be able to communicate with a loved one on a daily basis WHEN the app actually works. I spend a LOT of money on this app and you know they’re making good money as much as it cost per message. It’s ridiculous that there isn’t enough support to keep it running properly. Since the newest update I have only been able to message a few times. It constantly crashes, says it cannot load contacts or messages, or when I open a chat it just keeps buffering and never fully opens. I’ve resorted to using the web browser to be able to send/read messages. The consent is wonderful…the execution not so much. FIX IT!!!

SCAM. This app is just as bad as Jpay if not worse, yes they give us the opportunity to talk to our loved one but at what cost? You would be better off throwing your money in a wishing well hoping they come home early, because that’s all they do is take take take money and when their app crashes they are not responsible for refunding your money. They charge a 3$ processing fee every time you add money to you or the inmates account and since this setup is separate from the one your county has you have to fund 2 different accounts with 2 different processing fees. Just send your pictures through the post office because they always deny them anyways. Our freedom has not been revoked so idk why we have to hop through so many obstacles just to communicate with our loved ones.

Feels like theft. I spend hundreds of dollars a month to stay in touch with my husband between making sure he has money to send messages and keeping my account loaded. This app is NEVER reliable. We spend more time trying to get the app to work then we do talking. Either the message sending failed or it can’t load the cost or it just plain won’t load anything. For the amount of money that is made by this company this should be one of the best working apps in the market. I feel like they just take peoples money and give them the bare minimum because what else are we gonna use to talk to our loved ones. They clearly have no problem taking advantage of those at a disadvantage.

The worst honestly. This app needs a tremendous amount of work and I’m not sure if it’s due to lack of funding or what but I don’t want to sound ungrateful because this is the only way of communication other than the physical phone calls that I receive. getting in touch with a representative is also a nightmare I’m not even sure how this app is still surviving with the one star that it has you would think someone would try to fix this so that incarcerated people can have a interactive relationship with their family please do better. also if I could write this zero stars I would but this message wouldn’t let me post it so I give it one star but they don’t even deserve that

Prison is about money. Look at how often this app has improvements and what they are for- very rarely are they for improvements for the messaging, call improvement, etc. The fixes are mostly for you to connect more people to the app- so they can make more money. I will send a message sometimes 10 times, and it will finally go through. Not only that- the system itself is about scaring people into taking pleas instead of going to trial- so, we have more men in prison using this platform and making our families broke. Taking away income and spending money so we can talk to them so everyone doesn’t lose their minds. This poor app is just another piece of the garbage we call justice.

Not to bad. I would rate this app two out of five only because it does let me test my loved one but I would have to close out of the app and log out just to see his new message he had sent me. Today it told me I had to update the app and then it wouldn’t let me so I deleted it and got it back and still nothing. I even logged onto my account online. It said the messages weren’t available right now and they were “working on it”. This is ridiculous, I can’t even have a good conversation with my loved one without him having to scream through the app. They need to fix this app people have families and loved ones they need to talk too.

Works fine. No problem with this app so far. I’ve been able to send messages with no problem. I did notice that in order to remove the pending status I have to come out of the message and then go back in to make it approved. I only have a problem trying to send a video through this app, pictures go through fine but does take longer to get approved. Now as far as the video calls that is horrible, I have not been able to use that feature as of yet. For now I will continue just paying $.25 a message, because that has not been a problem.

New app update a lot better. With the update the app is a lot better, only downside compared to the older version is that now I have to login in every single time I go to text which is annoying whereas before I was always logged in on the app. I like how it’ll tell you if your AIC is online so now you’ll know if they have a tablet or not. Also I noticed the time stamps for texts are now accurate so you know when they texted you. It would be cool if they incorporated a sound or buzz so you know when you get a text, sometimes I don’t get a notification at all. Please fix the signing in every time you open the app!

Aren’t you embarrassed?. Counted more than 100 complaints this past Friday of the most recent update - it just amazes me there’s seemingly no improvement, no accountability, and no “checks and balances” on this contract you have with all these facilities. So many zero stars, it’s laughable, and begs the question - aren’t you embarrassed by this? Does your team go home satisfied with the job they’ve not done? Does anyone lose their job over this or is it because it’s a government contract and guaranteed cash flow, that it represents the lowest priority? Seems like a terrific turn-key operation for an enterprising entrepreneur looking to easily fix what is essentially the oldest type of app there is - a texting operation with a gatekeeper.

Great app. App works great for my phone (iPhone). Didn’t have any problems with setting up account. Loading money on there is easy. Sometimes videos are glitchy due to the fact of their(facility)Wi-Fi connection. Video calls are cheap you only get 13mins per video call. Messages are only 5 cents an email which is not bad and it’s really like a text app because the inmates are able to reply immediately. Pictures are what takes the longest to go through because they have to be approved.

THIS IS A GREAT IDEA, BUT NEEDS A LOT OF IMPROVEMENTS. I was so excited to find out this app was available. I downloaded and have had so many problems already. I can deposit money to my fiancé only half of the time and to deposit money into a separate friends and family account to be able to message him, was impossible until I called customer service and did it over the phone. Plus, twenty five cents per message? Are you serious? At least lower the price for the messages or something. I cannot even imagine what it will cost to try and do a video visit (if it will even work.) It is so exciting to be able to talk to your loved one and it is ridiculous to have to go through all of the stress to use this, especially considering you are going through enough stress as it is if you are using this app to talk to someone.

0 stars. Horrendous app. In the off chance it works it’s okay and you get to have that time with your loved one finally. But the chances of the app working are very slim. Most of the time your messages don’t load, an error message every 5 seconds you have to close until it stops temporarily, your messages get jumbled and out of order, and currently the whole facility of inmates are apparently not able to even log in for the past 2 weeks!! The only way I can talk to him is or once a week 30 minute visit. The amount of money I’ve given this app to connect me to my love is ridiculous only to have frustration and disappointment when I can’t hear from him back. Really wish this app was legitimate and had support or updates.

Needs improvement. when this app works it’s very useful. But it barley works it’s constantly crashing saying sorry we can’t load messages right now. It goes down at least 3-4 times a week. This is the only way I have for communication since they no longer allow in facility visits. It’s very disappointing how often this app doesn’t work I end up having to use the web page. Which is difficult to use. (Like trying to use Facebook in your safari on your phone). I hope they fix it it’s very frustrating. And I try to go to the contact us page and everything is in Spanish…. I don’t speak Spanish so it’s not very helpful.

Deposit money yet insufficient funds. Normally don’t rate apps but this one takes your money and will tell you that you can’t send messages due to insufficient funds even tho your account shows you have funds. Still searching for a way to reach support. They don’t make it easy. Log out / login / delete app / reinstall app.. nothing works as of yet and 2 weeks after deposit. Great for the 2 messages it sent during initial trial before taking money. Could be a great app if it wasn’t so buggy. Needs updating.

Nightmare. Every evening from 6-830 we are constantly struggling with Phone calls. He either cant get through, the calls drop or the system goes down. We spend more time trying to actually get the call through, then we have conversation. Recently i was not able to send texts. It kept saying i did not have sufficient funds. And i have money on my account. I deleted the app. Re stored it twice. To no prevail. It's frustrating, for both parties. Now it's ok hi, just checking in. Because we can never have a decent conversation. Im great full to have something vs nothing. But come on, let's get it together and get this up to standard. !!!!!

Like the idea, needs a LOT of work. My nephew was incarcerated a few months ago. His brother pointed me to this app. I was so relieved for the opportunity to talk to and help him with stuff he needed. But, unfortunately, this app is terrible. It crashes several times per day, charges me for failing to send messages, which it fails to deliver for a few reasons, either that or I cannot make deposits, money gets put into the wrong account, or I just can’t log in to the app for no apparent reason. This is a daily experience with the app. Then, there’s telmate. Oy vey. A great idea, terrible execution. Calls crash about 25% of the time, or when they connect the calls are staticky and we can’t hear one another. It needs a lot of work.

So bad it’s criminal. First, dealing with a loved one in prison is hard enough. Let’s add to that a shred of hope you can text them, something shown to help both family and inmates during rehabilitation, and put in a glitch system that keeps logging you out, charges a quarter per text while charging the in mate .03 a min, and messages that come in randomly because you are being kicked off after each text. Oh!! And notifications don’t work. This app is the worst I have ever used. I know someone in government made it cuz a 4 year old could have built something better. This was a real heartbreaker for Me and my family. Whats worse is Get Out has a monopoly on the whole thing so if you want to tell a loved one “yes, you did bad, but I love you and I’m here to help you find better”, be ready to pay through the nose and with crappy service.

Disappointing. This app is extremely difficult to use because it is always crashing. The brothering app to it “getting out visits” is no better half the time it does not even connect till miners later and it has already taken your money for the first few minuets. They are very expensive sometimes while typing a message it says not available so you copy repairs it to send again even though they already took your money for the first one they don’t hesitate to take it again the second time. During covid there has been no visitation so this is what we have to rely on. I am thankful and disappointed at the same time. With how much the family’s pay to use this it should be working top of the line.

Love the app!. Since the tablets are in use we get to visit on a daily bases. I love sharing photos and I hope the facility where my son is he will be able to send me some pictures. I have had no trouble making a payment are getting through to my son unless I use a word that I’m not supposed to and then the call are the checks will be pending for a day or two. That has nothing to do with the app. Keep up the good work and keep improving it it’s worth a lot to me. Thank you very much

It’s ok. When the app wants to work properly it is great! Being able to message him and talk to him pretty much all day is amazing. But there are times it takes HOURS for me to reply because it logs me out or just won’t load the messages. Get the bugs worked out and fixed it would be even better. The website on my laptop does the same thing and when i post pictures for him to see, it double posts and I get double charged. Thankfully they have refunded me when this happens but it happens everytime i post pictures. Again get the bugs fixed and worked out and this really is a great thing. I love my inmate and being able To talk off and on all day helps us both to get through this time.

I can’t deposit money. I tried to deposit money and I could not it say that the information isn’t correct I called customer 3 different times and they don’t help or fix the app I have deleted and reinstalled the app logged out and logged back in made sure I had the latest version installed and then they proceeded to tell me it was the jails fault that I need a booking number yet in the app there is no place to put in a booking number I called the jail got the booking number called them back gave them the booking number and they claimed to update everything told me to wait a few minutes delete the app and try all over again and it still doesn’t work I’m highly disappointed and very upset

The only option. TERRIBLE, but when you are desperate you do it. They have no desire to make any of this better than the BARE MINIMUM because they know we will partake, pay their ridiculous fees... I can’t even begin to tell you how much of my life I have wasted trying to get the app to work, to deposit money, to get the website to work. UTTER TRASH and they don’t even have a desire to make it better. Capitalism at its worst. Some rich people making tons of money on this and presenting you with the WORST app/site all because they know they can get away with it. No competition. Deals made to get them into the prison system and we have NO CHOICE but to put up with it or we leave our loved ones in solitude. It works approximately 3% of the time. Be prepared to waste a ton of time getting it to work.

Suggestions for app. I’m new to this app. So far so good. I have two suggestions to try to better the app. 1st) I would like that when it says offline if it could also give a time frame as to how long the person has been offline like 1 hour, 8 hours, 20 hours. 1 day. Just so we can have an estimated time frame as to when they might be online again. 2nd) It would be nice to get notifications, such as when they log in or when they have sent us a message. If it would seem that it is an invasion of privacy for the inmate, they inmate them could also be given the option as to who he would like to have those notifications. But since were the ones paying for the service, I don’t see why we wouldn’t be able to have a say on the matter. It would just facilitate and help both the inmate and their love ones to keep in touch in a timely manner. I hope these suggestions are taken into carful consideration. It would honestly better the app in so many ways.

I LIKE THE APP. I like the app because I can communicate with a loved one and the message come thru right away but sometimes there is a glitch it kicks me out sometimes I don’t get the message but I get a notification that a loved one wrote back so I have to keep logging in and out just to get the message and now I put money on there and it keep saying insufficient funds but the money came off my card but other than that I love it because I can send picture video and messages wayyyy better then writing letter and sending it thru the mail

When it works, it’s fine.. Just as the title says, when it works, it’s fine. Unfortunately there’s always something not working. I haven’t been able to view or send messages for over a week now if i use the app. I have to log into the website in order to send messages because the app won’t let me. Also, I haven’t been able to add money to the contacts account forever. No clue what happened. I only have the option to put funds on my side to be able to send messages, but they need funds on their side to be able to reply. The money issue doesn’t bother me as much as the messaging issue. I’m not the only one who can’t send messages because I’ve check with others who use the app.