ConnectNetwork by GTL App Reviews

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Fees are outrageous. With any other situation. People wont change until something hits close to home with them. The fees are insanely high. Yeah they didn't put my loved in their situation however, they are human and they are loved. This company uses our bad situation to make money. After this last phone call. I will no longer be dealing with this app. People forget, we can still write letters, send pics through the mail. What did we do before this app? We wrote letters and made visits. Its still the same. This company is a rip off. I will no longer be spending my hard earned money on these outrageous fees. They still don't have the correct facility on the drop down list. Ima start an app where the fees are not outrageous and people can talk to their family members without all these issues.

Notifications !!!. Please update this app to where we can have real time notifications when we receive messages ... I’ve received messages and didn’t respond until 2 days later because I did not know a message was there ... Please make it to where this is like a text message or any other messaging system where there are notifications that pop up to your phone ...

BE WARE OF THEIR SCAMS!!!. If I could give it no stars I would. They take duplicate payments out of your account due to system glitches. When you call, they have you waiting for almost an hour to tell you that you can’t get a refund. I would not deal with them if it wasn’t for my friend. After May I will no longer be using their services. These people are rip offs. Don’t waste your time or money unless you really have to talk to your loved ones. Be careful. I’ve dealt with them for years and this is the second time this happened to me and it was unresolved. NEVER AGAIN!!!

No other option but deal with junk system and poor customer service here. The system is constantly down and when you call customer service one person tells you one thing and the next person tells you something different. Once I spent 4 Minutes explaining they didn’t hear Me correctly and that’s why they did not have the correct account information until they hung up on me. Luckily the next person in customer service I reached could pull up my account because this one person would listen without being rude. I suspect the qualifications to gain employment at Connect Network are below standards! On thanksgiving this year 2023 the video visits were down, it’s always some issue!!

WAS GREAT. This app WAS great, up until about 2-3 months ago and I have been using app since at least 2016 sometime. I can NOT even get a correct BALANCE NOW when I try to see without going through the whole internet via phone or computer. Which is a longer process. I am NOT new to GTL I’ve FAITHFULLY (weekly or daily paying money)used service ALONE since 2012. And even before then this app WAS a great addition for me and unfortunately NOW it is wasted space on my screen. I either can’t scroll up to the NO THANK YOU part to click it or MY BALANCE SAYS I have money in it and there IS NOT ENOUGH FOR A CALL. I would just like it fixed. If it helps I am Ana iPhone user, and am not using “dark mode”thank you

NH. This app is not giving me the contact I have already put in system and found! I have been trying to send a pic or video for months and it’s not finding contact or not giving me the option after finding the contact so that makes no sense! We as humans grow and live by interaction and touch is already taken from inmates. The cost and the difficulty in navigating a simple picture or phone call that u can hear well! Covid is destroying families and lives all over the world. Inmates are unable to protect or quarantine! A guard leaves and comes back all day everyday exposing inmates and then grouping 8-14 men in one room with no supplies no bedding,hygiene supplies, no clothing! Nothing from their cells they are left alone with no answers or reason they are moved and put on ground floor to “quarantine “ after the test they face came back positive in less than five minutes!! Lies lies lies. Not ok not right in any way, shape or form. USA?????!!!!

Awful. Amateur, greedy, unreliable, you name it. These connect Netwerk apps, whether it’s the video, the chat, or the management app, they’re all complete crap and the systems they connect to are ridiculously slow and unreliable as well. If you’re going to gouge family and friends who are only trying to keep in contact with their loved ones, at least manage the service that you’re gouging with at a reasonable way that is reliable. I don’t know how you sleep at night.

Poor customer service. I have contacted customer service multiple times after waiting on hold for over an hour the customer service supervisor says he updated my account which was already updated all my information I could see on the app it just would not allow me to deposit money onto my phone number it was only allowing me to put money on as a debit payment for the phone and that’s not how I wanted to pay due to the fact that the incarcerated person could call anyone with a debit account and this has caused problems beforeSo I’ve called trying to get the account straightAnd they told me that I have to call and make the deposit into advance payments In the end result was that I was told that would have to be the way I had to deposit money

Horrible!. I hate that I have to communicate with my loved one that is incarcerated through this app. The only thing that seems to work is the part where it takes your money, thats the only thing that seems to make sense. You can’t or don’t get notifications when you receive a message and it seems like theres an issue with the timezones because the times are different in the app and from the website. It takes hours to receive a message and sometimes days. I would actually prefer to use the website, the app is a waste of time.

Family of incarcerated READ AND TAKE ACTION. Please beware of GTL and it’s fine print! As u can see many are complaining. Your funds will be taken and kept! If not used! Yes! They keep our money even tho we pay fees to add the funds! CONTACT AND COMPLAIN WITH DEVELOPERS, Google store and or Apple store, file a complaint. So us family can file a civil lawsuit! As big as the one we won from the Churchill app. These people are more corrupt than those incarcerated! Karma will get them and we can watch it happen if we all get together and file a civil lawsuit. If inmates won their civil lawsuit and won we can too! Contact me sandrareedb@gmail

Can do a little better. I actually love the app because it allows me and my husband to stay connected through texts , pictures and videos. As the other reviews say , the messages are taking a week or 3-4 days to be delivered to me or him. I think if we are paying our hard earned money for these things it should be on the timely matter promised . Also I think it should let us receive pictures from our loved ones because of Covid . Due to covid we cannot cost our loved ones . So the inmates should some how be able to send a picture, I haven’t been able to see my husband since he made it their nor our children. Don’t get me wrong I’m very appreciative of the app but like I said the messages are not being delivered in a appropriate time and also seeing if we can get pictures from our loved ones .

Thieves. This app and this company steals money from customers and the app doesn’t work. There’s no request call option. I already have my loved on in the system but I figured downloading the appp may be easier than logging in on the browser. Well I was wrong. My contact is not in there or able to be searched for on the app the facilities are not correct, and it’s a waste of space on my phone so I will now delete it. I will be contacting an attorney to propose a class action lawsuit. Enough is enough.

Terrible service. The app has a glitch where it sends multiple Messages of the same message and charges you for it you call customer service and let them know ,they tell you unfortunately there’s no refunds. How is that customer service if you were trying to connect to your love ones who are incarcerated and that is the only way to connect to them and there’s a glitch in there service and you continue to charge the inmates love ones how unfair is that such a rip off!!!!

No menu for messages?. I know the facility my loved one is at indeed offers the messaging service within this site, as other inmates are using it. The only thing mine gives me the option to do is add money onto my loved ones trust fund, which I did again today (I did it online over a week ago as well and he got to use it today finally (now that he’s in the unit he’s in). I downloaded the app for the purpose of the messaging service and photo sharing capabilities. I don’t see this being an option on the app I downloaded.

Everything is slow except taking money!. I have sent multiple messages that have taken days to get delivered. Unfortunately with no job due to the Covid quarantine I can’t afford to keep paying the outrageous FEES and costs of the phone calls. Messages are the cheapest options but they don’t away send and if they say they do my loved one isn’t always receiving them. Not receiving any “rejection” messages because I don’t send inappropriate things, just trying to keep up with day to say life to keep both our spirits up being apart. It’s very frustrating, this is a scary time to have someone incarcerated and not being able to connect with them when we’re paying these fees and costs is ridiculous. My app doesn’t have the “request call” option. I’ve sent money to the trust account that doesn’t always get credited on his end as well and get told “sorry” after waiting on hold for an hour when I called. Now he is no longer receiving 2 free calls a week so communication is going to get less and less.

Fix Your Messaging Limitations!!!!!. I figured out one reason why messages are unable to send. You guys are lying to people that the character limit is 2000, but in reality it sends when I only type 1000 characters. This is how I found out. I had the idea to use GTL’s webpage login to send messages there instead of the app. Since there are God knows how many people have complained about this app, and I just thought maybe the app is bad, but the website isn’t. After I typed my 2000 character limit, I tried to save it as a rough draft on the website in my browser. THAT’S WHERE IT TOLD ME IT WAS UNABLE TO SAVE, BECAUSE THE LIMIT TO SAVING IT AS A ROUGH DRAFT IS 1000 CHARACTERS. I know other people also complained about their messages said they sent, but their inmate says they didn’t get it. My inmate is currently on lockdown right now, so once I have a phone call with them asking if they got my message. I will update on my review. So for now, the solution to texting messages to your inmate is to limit your character text messaging to 1000. I hope this helps a little bit to people who require GTL to contact their inmate. *Little update: My inmate got my text messages after just using 1000 characters :)

Useless. I can’t link my phone number and email. I’ve called and emailed customer service to try to get them to link my account to my phone number so I can add funds to the advance pay feature but customer service on the phone is useless and no one has emailed me back since November 14. The contact form is buggy and crashes when I try to use it. Because I can’t link my phone number to my account I can’t use all of the features and have to call in every time I want to add funds to my account. It would be great if this company could get it together.

Information missing. Before this app was updated the other day it was working fine now that it updated I can no longer add money to my advance pay account and both of my my phone numbers are not visible my cards were deleted with the exception of one and I want to know why I can’t add money to my advance pay account and where did my phone numbers go that were listed on here that have been for the past 6 months

Credits are non-refundable!. I had downloaded the connect network app by GTL a year or so ago. My friend was transferred from a facility in Pennsylvania to Delaware. The facility in Delaware does not offer this service, but you can download the Getting Out app by the same company. The two apps connected via my email, but the credits are only on the 1st app. I was told that I am just out the money. They will not refund or transfer to the app that does work. I don’t have a choice, but to use the new app service, but do not download too much $ because they will keep it.

Horrible. When my husband was released I started requesting a refund and continue to get the run around about my refund. I’ve called multiple times since July and even emailed with no response to that. I called the first time and was told to expect my refund within 30 days, never received it, called back was told they couldn’t talk to me because my phone bill was in my son’s name even though I could verify my card number, phone number, email address and everything else they requested. It’s already a difficult time and this company loves taking your money and keeping it even when you don’t need the service anymore! It may not seem like much to some people but right now every penny counts for me!

Terrible app. This is one of the worst apps I have ever used. It’s a shame because this app is supposed to be helping people keep in touch with their loved ones. I can’t believe Apple would keep an app like this going. Or why no one‘s concerns are being addressed. This app is awful, it kicks you out of the app, you can’t add your credit cards, mine didn’t even update completely, and I don’t think you guys have ever had a good mobile app. The other systems that the jails in prison use I really don’t have trouble with so I don’t know what you guys are doing but maybe try and figure it out! Thanks SO MUCH

Not delivering or receiving messages. I was really excited to use this app for 2 days then suddenly I am not receiving any messages and my messages aren’t being delivered!! I don’t get any kind of error message or anything! No support is offered to fix the problem. My money is just stuck on the app useless in credits that I can’t use! My loved one has been sending multiple people messages and theirs aren’t being delivered or received either!!! This is ridiculous. You know there’s a glitch in your system so FIX IT!! There’s a deadly virus circulating earth and we just need to know our people we’re paying you to keep us in contact with are safe everyday. Improvements will be appreciated.

App keeps having glitches. This is the second or third time this app changed to dark mode out of no where and there’s no option to change it back. I can’t see anything at all unless I change all of my settings to send out an email to my uncle! Then there’s the issue where I can not change my password or personal information since I opened the account like 4 years ago so it’s way out of date. Then where’s all the emails I’ve sent back and forth it only goes back a year!! I’m starting to really hate this app more and more!!

Most affordable option to communicate. I like the fact that I can send a text and also send a credit for the person receiving to reply even though they may not have money. You only get a certain amount of characters so learn to abbreviate to maximize your communication. You can send 20 and receive 20 messages for $10, phone calls are outrageously expensive. You can also send pictures or videos for additional credits.

Messages take forever to deliver. This is primarily how my husband and myself communicate since he only gets 1 call a day. My messages deliver to him immediately but I don’t get his messages for days. And on the weekends, forget about it. No messages get delivered at all. It’s already bad enough that we can’t see or speak to our loved ones when we want to, this app should be making it easier to get in contact with them. They need to fix this, I give this app minimum $30 a week just to not get all the messages my husband sends.

Horrible. This app has been the worst i use this only to send and receive messages from my boyfriend wich I barely get for the last 2 months I’ve been getting his messages dayssss later and some he said he’s sent a month ago wich I have yet to receive till this day also i keep getting emails saying my messages i sent has been approved when I haven’t even sent messages i been stopped i am completely done with this app and uninstalling and going back to writing letters cuz this bs is pointless and a waste of time and money.

Not sending receiving messages!. This is my only form of communication with my boyfriend! I will write him 4 or 5 times a day sometimes and sometimes I’ll get my message was approved and other days I get nothing. He says he’s not getting my messages! This is so painful when you don’t know what’s going on with the person you love! It’s hard to communicate when it takes so long to send messages to even go through! It’s taking my credits but not actually delivering them! When it does it’s days later and out of order or not at all!

Worst App ever!. This is the worst app I have ever dealt with, with connecting with a family member incarcerated. These emails take 3 to 4 days before you even receive them. Your family on the other end things that you're not even writing them. How sad is that? The facility should go to CorrLinks. This is the worst app ever! I cannot stress it enough! After spilling out your guts, telling your family how much you miss them, that you love them, that someone has passed away, that someone has graduated, you get to the very end of your email, and it deletes the whole thing! When you try to complain, they tell you to use your Microsoft word to write out your email first, then copy and paste! Worst service ever!

Not too happy. Fees are outstanding. You put $40 by the end of the ONLY 15min call.. you’re down to $20 left. Really?! Imagine everyone just wanting to speak to their loved ones during this time and you just can’t. They’re burning a hole in your pocket. If you’re going to charge these fees least you guys can do is make the app so that it WORKS. That it gives you correct amounts when signing in. That you can actually be able to send messages and NOTTTT get a “unknown system error” every time!!!!

No Ethics. Families have already lost so much when someone is incarcerated, so for an organization to tack on so many fees each time money is deposited is highway robbery. Talking to a family member creates normalization, stability, and supports mental health of not only the inmate but also for the family members. As such I now often feel guilty when I don’t accept a call because I can’t afford too with all the fees. Why is there not a flat fee at the beginning for a new user? With COVID delaying court systems around the country, times have also lengthened for those incarcerated and have added to the communication bill. I will definitely be writing the jail to recommend a different source or company.

Corrupt and misleading. This app is misleading and appalling. First of all - this company that is profiting off of people at the lowest points in their lives? Disgusting. The app makes you believe that you have to set up money for individuals for the inmate to call v just providing a shared pool for the inmate. I’ve been waiting for my refund for the individual numbers for 2 months now… not to mention for a refund they make it SO difficult. You have to call from the number that the account is on (how can this matter!? It’s absurd). Don’t bank on attaching a photo to any message. I’ve been trying to send my mom a simple photo to bring a smile to her face. It’ll allow me to add the photo to the library but then can’t add it to the message. This app is awful on so many levels. I look forward to the day that I am done with it.

0 Stars!. This app constantly lags. It is constantly buffering while trying to do ANY TASK, also will charge you multiple times for messages and videos. Videos and messages will be 'sent' but the person receiving them will get a BLANK MESSAGE showing only a subject; It will also show that way in your sent messages displaying 'Not available for download' and only show a subject. Customer Service is NOT HELPFUL. I have called and explained the issues to them, they can't help with anything besides ACCEPTING PAYMENTS!!! (Imagine that🙄) The calls are 20 cents a minute!! App is WORTHLESS. Video calling is always under construction &NEVER WORKING (its been MONTHS) ...Yet they still want you to pay for all these services that THAT DONT EVEN WORK!! 🤦🏼‍♀️

Worst app ever made. This app doesn’t even function I can’t even successfully login or create an account because it literally just blacks out or force closes for no reason it’s past a glitch the app just doesn’t work at all I can’t connect with my loved one only able to do phone calls and send pics through another app this will be better to catch up through writing and less expensive but I can’t even login or create another account haven’t even got far enough to add my inmates info it’s the holidays and I just wanna talk to people I love this is sick the developers need to re-evaluate this piece or crap ZERO STARS

Trust fund account. They won’t allow me to send my husband money to his trust account. Even though I have an account with GTL and send money for phone calls and pin accounts. I had to send information to prison to become approved and spoke with case managers they said everything is correct. I keep calling GTL every time they tell me something different made me send ID and phone bill information keep telling me past week give it a few hours and call back if it doesn’t work it’s been days now. He has been in solitary confinement for over 4 months now he is able to receive commissary and they keep telling me I’m not approved even though I spoke with his case manager today and he said that it’s GTL all my paperwork and information is correct and approved.

Don’t expect this app to make your life easier. This app is a struggle messages come through DAYS after they are send by then you’ve wasted credits, you start to worry about your LO cause messages come through when the system feels like it also their video visitation site is a joke too been approved on the list for weeks yet still waiting for approval on the site and it’s obvious they don’t care about their consumers they don’t even have anyone dedicated to all these complaints. Don’t waste your time with this app!!!

Why do y’all keep taking my money saying it’s expired a couple months later?. Not happy with this app at all but unfortunately it’s the only way I can communicate with my bf. I believe y’all have taken now almost $40 of my money saying “funds are expired” when I just put the funds in there?? Why not REFUND my money instead of taking it sayings it’s expired?. Where do y’all have it written that funds expire? It’s only been a month. Same thing happened before and when I email y’all not once have y’all replied to me out of the numerous emails I’ve sent. And when I call no one has answers for me and still nothing has been resolved. I am extremely unhappy with your service! How u can justify taking money that’s hasn’t been used yet and saying it’s expired right after I deposit it is beyond me. And not right at all. The least u could do is notify us the funds are expiring and REFUND US OUR MONEY BACK. I won’t stop until I have answers. This is messed up! You can’t just take peoples money like that and think it’s ok. Furthermore you need to update your app bc the facility my bf is at doesn’t do messages anymore and y’all are still taking peoples money for that too and your call center can’t figure out the problem. Well I figured it out for u. So frustrating having to deal with shady apps like this. My review will change once y’all fix this huge and important problem on your end. It’s not right.

Don’t pay to send money through this cheat of a company. GTL will not refund any credits taken from sending double messages. I will send message, and will receive an error message from the app. So, when I resend message, they took two credits, anyway! I refuse to send money through GTL based on their cheating alone. I would rather pay more and wait more if it means GTL doesn’t gat another dime from me. If I had a choice, JPay is way better! I use JPay to send money because they are so much more reliable and they are better at their services than GTL, hands down!

Worst app I’ve dealt with in a VERY long time. Some days messages will go through fine and quickly and I will receive confirmation emails, and sometimes messages will take days to go through and I won’t receive an email at all telling me it’s gone through. I really wish those who handled this app and the system would care more about reviews and fixing the issues. Our loved ones may be incarcerated but that doesn’t mean that they’re not humans deserving of a proper communication system that’s ironed out. It’s not entirely difficult to fix the issues within the app and the process for getting messages through at a reasonable and consistent pace and having a notification system that allows for peace of mind on whether messages have gone through. WE ARE LITERALLY PAYING and we still are not getting an app or system that is even mildly reliable. PLEASE, I am begging you, PLEASE fix SOMETHING, ANYTHING PLEASE

They're lucky you can't just give 0 stars. Their website and app is garbage....Do not waste your time like I apparently have. Buttons that they claim just be "below" are nowhere so you can't do anything you want like adding a person ...some places are on the website to add but can't add a person because the button is nonexistent. On the app, the places that are in the website aren't on the app for some stupid reason so you literally can't use other means to do what you want

Not happy with services. I put money on a non existing debit account for a tablet in which my loved one didn’t have! One transaction was of $59 with fees the other was of $22 with fees! I called and explained I was new to this and the app was not user friendly they refused to transfer the money on multiple occasion! Even when I explained it was an honest mistake and my loved one didn’t have a tablet! I called today because the facility switched from their service still no refund and all of a sudden they can’t find my transaction ! Don’t trust this scammy they can’t honor simple requests! I was only asking them to make it right … shameful

Not User Friendly. This is the worst app I have ever used and my husband and I have both loaded money on our prepaid phone acct., but yet we still cannot receive calls from our loved one. It goes straight to voicemail with no ringing or anything. I have contacted my phone servicer, my phone company and this company numerous times and have spent countless hours troubleshooting and the end result is still the same, no phone calls or anything!! They indicate that they are not experiencing any issues on their end and all is good but yet my acct is still not correct. They don’t know how to troubleshoot to see what the problem is. Totally clueless. I can’t believe a company of this, and doesn’t have better technical support and with as many people having this issue cannot resolve the problem I am going to call the Better Business Bureau and complain. Totally unacceptable!!!

Used to be 5 stars. Until the last update the app was good. Never had any problems with putting money on trust, pin, or debit. No problems with finding an institution or prison system (ex; Ohio DRC). My only issue and complaint is with the last update. The link to request a call was taken away. It is no longer an option on the app or the website.

Works 20% of the time. Watch out when purchasing credits, it will appear as tho you haven't purchased, which will make u think to hit submit again and that's how they get you. Also, the messages can take days to approve sometimes and good luck sending a pic. It seems to crash everytime I try. Unfortunately we pretty much have to take it if we want to communicate with our loved ones other than through snail mail. This would be a beautiful thing, specially during covid if only it worked as intended.

Beware of app glitches & duplicate charges. I called to add $ & was told I needed to download this app & make a profile before I could add $ to a debit account. I did exactly that. The app wasn’t working correctly but after my 3rd try I got a confirmation of transaction. Come to find out they charged me twice! I called & they tell me since it was a gift they can’t refund my $. Seriously! They can take your $ but supposedly their hands are tied when it come to refunds from their system glitches!! They won’t even combine the duplicate charges & add the duplicate processing charge to account! True story. So beware if you are in the same situation & have no choice but to use these crooks to stay connected to a loved one. So after it’s all over I paid $10 for $4 on the debit account. Rip offs!!

I don't like this company.. Somehow, when I went to make a deposit for messaging my $30 went to this company and this company will not give me my $30 back. I've tried for two weeks now to get my money back and they won't give it back to me. All they want to do is send me back over to the company where I'm supposed to have the money at which you didn't go to. So I'm playing merry-go-round with these two companies. And still don't have my $30 back and I don't have I got like $.19 to my name right now until I get paid again it'd be nice to have my $30 back tried to go on the app to maybe send an email or do it that way but it just blacks out andI can't even put a reason why I'm sending in this request because it just blacks out. I get all this information in and then it just blocks out. So I guess this company is going to keep my $30.

Worst Written Piece Of Software I Have Ever Seen!. Yes, if you're looking for the worst ever written piece of software, well now you’ve found it. This is an embarrassing piece of software, and this company is the very perfect example of what you will be dealing with if we give the government control of choosing and deciding for us. This is the best example of the junk you will get when government removes competition from the marketplace. The government employees that took so little time to research and choose something like this should be fired, and this company is only in business because they can pass it off to people not doing their jobs as they should.

Request to call is a FAIL. The only issue I have is that the “request to call” does not work, never has. I emailed my concerns twice and never received a response so I called. I was told there was no problem on their end and to just keep refreshing. Huh? I’ve had this app for over 6 months.. refreshing is not going to solve the problem. Was told to sign out and then sign back in. I’ve tried that. I’ve done all the updates and it still has not worked. Was told there was nothing that can be done because it works on their end. So frustrating!

Wow. 👎. I was going to use this app to help out a friend who’s been incarcerated, but after reading the multiple BAD reviews, I definitely don’t think I will enter my credit card info! Whoever created this app is really looking like a criminal themselves. Taking people’s money and KEEPING it if it’s not used right away??? You know what that’s called? ROBBERY! So messed up of whoever is in charge of the app/website to not only charge the ridiculous fees for calls, etc. but to also take the money that they put in. WOW. Not taking any chances with this one!

Not that bad. Ok so I’m giving this part of talking to my husband or just sending him money a 3star and here is why… Connect Network GTL app is not all that bad. I have like 2 or 3 complaints and that’s a maybe. First complaint is that I have had to create numerous accounts and here is why and also complaint number 2, after one of my cards gets declined the whole account stops working for me and then I can’t give my husband or his friends money on their accounts. Finally complaint number 3 is that you can’t delete you account so now you are stuck with all these accounts. My only problem with the GTL GettingOut app for messaging and pictures is that most pictures get denied on there but you can send in a regular photo and it gets approved and that it takes to long sometimes to approve the pictures. And my only issue or complaint with the GO Visits GTL app is the constant Verification Required every time I log back into my account. Other then those problems, this app and the 2 other apps are not that bad. Maybe just give everyone there own tablet, don’t restrict access, and let video chats happen even when not docked or in day room. That’s all I have for now! Oh yeah and stop cutting people off anywhere between 10-14 or 15-19 minutes when we are given 15 or 20 minutes depending on the type of call our loved ones make. Thank you don’t make me regret this review!!

This company steals!. This is the second time they have taken my money from me. I tried to transfer the funds and I gave them all verification information needed and they still won’t transfer my money! Last time they just took it for non use of the number. How do you know that these prisoners don’t have restrictions and can’t call for a while. So you just take our money because they can’t call in your time frame. We pay a lot to talk to our loved ones and you people have no compassion. How unfortunate. I’ll pray for you people! Lord knows you need it!

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Delayed problems. Plays up a lot, had freezes for a while that’s fixed, but still sometimes takes many days to show up in inbox, Gets frustrating. :( hope they fix this issue soon.

So aggravating. I have had this app for over 2 weeks and I am still unable to log in easily. Too many bugs! It loads for about 3 hours before it allows me to do anything, and then it never allows me to buy credits!! The main website also keeps crashing, it’ll be a miracle by the time I am finally able to email my loved one! Not happy!!

The app isn’t working 100%. When you get a message you login then it doesn’t show the new message you have to completely shut the app down and re login again this needs to be fixed I’m paying money to correspond with my partner and the app is faulty Same issue on Samsung as iPhone tested both out

Update not working. Iv updated the app now when I go to use it it keeps telling me to update even though I already have! Now I can’t use the app at all !!!

Unreliable. I have this app for a loved one so that I can connect with them in another country. This is such an unreliable application, I would like to not recommend it but it’s the only way to connect. I wish the developer was more competent and reliable to update the app and fix the bugs and errors. All I can think is they wanted to sell an app to make money and essentially have no responsibility toward the professional development of the application.

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Garbage. Website is outdated. Can’t log in. Keep getting error messages. Customer service can’t do squat. Never had these issues with JayPay. Will advocate to get JP in SD!!

Not good at all. Can’t even login this is useless the message sayings’ oupsss bla bla they should fix this application asap

Doesn’t work. I’ve registered but it just keeps displaying a blue and pink “Oops Something Went Wrong” message when I try to log in. It’s useless and the customer support department has no clue how to fix it.

Why the change?. With the last update, I cannot seem to send message credits to my loved one. How is he supposed to communicate back to me?

FlyMobi and this together?. So I'm using a FlyMobi local number with connect network to pay less for my calls. Is this okay?

App works well, calls are too expensive. The app works well, but it would be nice if GTL added a monthly plan option with minutes instead of pay as you go phone calls.

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Awful. Been trying to make a payment to the trust fund and it gets declined but if I make a purchase for message credits it gets approved. Customer service says it’s a bank issue but my bank said it has nothing to do with them. Considering I can buy message credits obviously there’s no issue with my bank so why can’t I send money to a trust fund?

Not good. When I first signed up it was fine. But now I’m not able to purchase credits and I tried to send a message but I keep getting a note saying that my inmate has been released and or removed from my account. I don’t know what’s going on and I think I got charged a credit for reading the messages.

Yuck. This app is terrible. Most calls drop. When the c.o. Get on the intercom the buttons they press make the calls disconnect. And the switch over from JPay to this for trust fund deposits is terrible. It was supposed to be accessible 8/1 and here it is the 9th and no one can help me when I call them this is extremely frustrating!

Calls hung up after 1 minute. Service is terrible calls hang up after one minute even with an account balance of $50!! It’s already bad enough they can’t call right back cause they have to wait 30 minutes now you are just disconnecting our calls?!!

Thank you!. I just want to thank Y’all for all the hard work I know you are trying to do, to help us loved ones keep in contact with those on the inside! Thank you who continue to put in work for us!

Waiting for emails. Cheaper calls and supposedly emails.. Was using JPay but haven’t been able to use it for a month now. Called JPay said I have to go through gtl now.. no option to send emails on gtl. so I’m waiting for gtl to set up emails… this is annoying me. All I have are phone calls now. No way to email him anymore! Please hurry up.

Waste of time. This app is a complete and utter waste of time. It doesn’t work properly. I cannot get anyone in customer to help me. I’ve called and talked to them more than once, sent multiple emails-no customer service. Which isn’t surprising since any service associated with the justice system treats everyone like complete crap.

WORST CUSTOMER SERVICE EVER! JUST RUDE!!!. Every time I call about the phone account, the staff is just very rude and unfriendly. Sometimes they intentionally hang up on you in the beginning and pretend they can’t hear you. Sometimes they rush you off the phone to avoid resolving your issue. Just know… if you call and need help, you probably won’t get it. They’re employees don’t like to actually work.

Messages not Working. I just switched from a Galaxy to an iPhone. The app worked perfectly fine on my Galaxy but on the iPhone, I keep getting an error message when I try to send a message. “There are no contacts enabled to send a message”. I have my contact set up so this is a false error. Please fix this! I have plenty of credits that I can’t use at this time. This app is extremely important to families right now given the pandemic!

Horrid. No customer service. Multiple apps that all require deposits when this could be easily made in one app. Complete money grab. They could care less about the quality of the app, only that you keep depositing $

Old and out dated. Takes too long for back and fourth messaging. Once I accidentally put money in the wrong thing on the account. I called and there was no way to change it to the trust fund (where i meant) or cancel it or anything. There should be some way to at least see the money you've put on there and at least change it someway some how. I don't understand the 15 sec video limit ...

Horrible service/No technical support. Fortunately the app is free, however, it’s trash. The app is buggy, accepts payment but customer service is nonexistent. It has been 4 days and no response to email. The wait time per call is so long that the call disconnects self. GTL is a monopoly consumed with growth within the prison system. Now that JPay is gone, stable/consistent contact with inmates is gone.

Update quirk placed $ on wrong account. The so called customer service pirates refused to transfer the money or refund it back. They make millions of dollars off of (often poor) families with incarcerated loved ones. They know they have you by the short and curlies. Maggots. Been using the service UNFORTUNATELY for 10 years. Never ever made a mistake. They will take your money and NO AMOUNT of logic will get it back. Can barely speak English. Don’t waste your time. So mad.

SCAM!!!! Don’t Use. They will tell you they are set up with facilities or counties they really do not work with. So once you put money on your account it will sit there on your account with no way to use it. And forget a refund, you will only get hung up on (numerous times) then told you must contact one of their sister companies. Which is a company you will never get through to. If you are lucky enough to finally get someone. You will be told you must contact yet another sister company. Needless to say after over 30+ phone calls and their “contact us” web form, you will get nowhere. So please don’t waste your money like I did. I now use JPay and ICSolutions and at least I haven’t lost any money with them!

APP SEVERELY OUTDATED. This app is severely outdated and doesn’t do half the things that other prison companies have on their apps. For instance, on the Securus app you can set up autopay and add and delete phone numbers on the account without having to delete the whole account and start over. This app doesn’t do anything except accept payments for the phone and that’s it, which I could go on the website and do or call on the phone. I wouldn’t recommend using this app to anyone

Update the app. I like this for messaging but tryna send a pic on here is an absolute joke, it works like 1% of the time which is so annoying. Please fix this issue so I can send pics without any problems. The pics don’t load so you can’t even send one.

It’s not worth the headaches. It takes days, sometimes weeks to send/receive messages. Also all of my messages (inbox, outbox and drafts) suddenly disappeared with no way to get them back. Customer service is almost non existent. I wish there was a better, more convenient way to keep in touch with my loved ones who are incarcerated.

Giving the Boot for Booting Me Out. In short, whenever I am in the middle of creating my message, the app disappear and fails to save my written work. It is completely frustrating to write several paragraphs and it is wiped away— gone, and there is no option to retrieve my progress. * * I’ll have to go back to writing on a Google doc and copy/paste my message onto the app’s draft box. * * Unfortunately, this app is the primary form of communication (outside of pen and paper) with anyone you know that is incarcerated, so, the desire is low to create a functional, better quality app. SAD

Doesn’t exist. When I get to the place to enter my state I choose Georgia and then when it asks for the facility it gives about 8 facilities to choose from. None of those are the facility where my inmate is. So I cannot add the inmate. It won’t let me move forward if I leave it blank. Is anyone else having this problem or does anyone know how I can get past this?

Messaging Service No Good. It seems like everyone else is able to send messages form this app, I don’t even see the option to do so I would like to send my loved ones pictures but I don’t see anywhere to type a message or attach a picture , if it helps I have an iPhone XR and i tied deleting the app multiple times and still no change...

Bad for people with eye problems. How can you put a black background with gray words then when you save the message and want to continue it the words go black making it harder to see and I have to squint hard to focus causing me a headache. The new update is trash the white background was more convenient honestly

Buggz. Very convenient when it ACTUALLY WORKS & doesn’t just close out randomly when you press “send” for messaging... they need to fix some bugs for sure.. it seems that it’s been awhile since they have worked on this app in general.. otherwise it’s super handy & I use it daily to communicate with my loved ones!

So Frustrating. I’ve been trying to send the exact same message for the past three days. I’m not sure why there’s even an option for me to show my inmate a picture of his kids if it doesn’t even work???? So frustrating. Honestly such an inconvenient app too. Why don’t y’all have the same services on your website? Why have stuff be exclusive to the app if it doesn’t even work? Total waste of my money for the credits.

Notifications. Is there anyway to enable push notifications through this app? I have to constantly check the app to see if I get a message or constantly check my email saying I have a new message.

Messaging doesn’t work. I downloaded this app because I was informed it was the only way to send photos. I build software for a living and I, along with my developers, would have been fired for deploying such a crappy app to production. I cannot send a message because I have to “add contact” but it never gets added. Endless loop of “you have to add contact” and “no contact added”. Do better.

Don’t recommend. Fees are ridiculous. The app stopped accepting my credit card payments out of no where so now I have to call to add money to my account, but they charge me $7 just because I’m calling as opposed to the $3 the app charges. When asked can the problem be fixed, every representative is telling me to wait 24 hours….. it’s been a week.

Bad Service. With all the money you all get from each Family member of a inmate your system an service should have been much better. You have Family who still love their Family an want to be involved but not with this crappy service. Having to delete reload and add all the information back each time. Need a better system or fix this one!

Love the ease!. Makes it so easy to ensure my son has his funds quickly. Never a delay. I used to have to go in person until I started using this gem.

Question. Does anyone else have constantly random delays with messages received and sent? Sometimes it takes up to a week to receive one while others sent after the delayed message come through. It makes is confusing and easily leads to many misunderstandings .

Trash. This app is trash every other time I try to use it contact has been removed and can’t add back until the glitch is over with. Amongst other things such as how much it is to send 1 single picture is ridiculous. Only thing that works fine is adding money, of course. Hate this app. Needs a new one.

NO LONGER FUNCTIONING. This app WAS such a blessing! It allowed me to monitor different phone numbers and add to the balances as needed for our family to be able to accept calls from our incarcerated loved one. There was no minimum amount and the transactions provided immediate funding as requested. Now I cannot even add money to anything on the account because it won’t allow me to scroll down to select confirmation. So I can’t even she ÿt

The worst. The fact that when you call in you are speaking to people over seas is aggravating. I have money on my account that they put there for me and can not use it. Smh. Asked to speak to a supervisor and of course another person for across sea. So the money is stuck on the account to the wrong facility super annoyed

Doesn’t work consistently. I am no longer able to use this app. It used to work well, but now I can no longer open my messages on this app. I have sent a help request and they say all emails will be answered but over a week has gone by and no response.

Awful. The app is awful, and accessing ConnectNetwork on the web is just as bad. Sometimes my messages send, sometimes they don’t. I’ve written (no joke) 5 times today, and 4 of those messages did not send. People who have incarcerated loved ones and those incarcerated loved ones themselves deserve better than this. Please fix the app and website to do what it’s supposed to do.

$0.00 of calling funds?. I’ve just started using the app and I’m glad it exists. However it could use a great tune up. I’ve added funds 2x and it reflects...but I can’t see it on the app, only on the website. I’m fairly easy to please so I’m content with having my calls connect properly (without asking for payment first) but I would really appreciate having the right info on the app...makes me nervous seeing a red $0 every time I sign in.

Terrible App for new users.. I have downloaded this app and has been trying to get to my brother and nothing is working. Total waste of time. I did all I need to do and each time I try to log in it keeps saying oops something went wrong. This makes no sense. I need to get to my family in there. Please fix whatever needs to be fixed or make another app. Or does anybody have any suggestions for any other app?

Slow. I am extremely grateful for this venue however with the amount of money it takes to send messages and add money it is so very slow. I have been waiting for days for a message my fiancé sent me. He sent 2 at the same time. I got the first one but the second has not. Just very disappointed!!

needs a few changes. Overall this app is great. But it takes too long for messages to get approved and every time you exit the app it signs you out of your account.

Help. It won’t let me create a account bc when I go to put state in my screen goes black 🥺

Gave me problems within a few minutes of being downloaded. I tried to reply to a message and got a dialogue telling me I couldn't do so because the inmate was 1. released 2. my contact was removed 3. the facility something something...couldn't even read the 3rd reason. I will continue to use the website because I don't experience issues there.

Poor Quality. During visits the app always glitches whether it’s the sound not working or the picture lagging. If we have great internet connection then this problem shouldn’t happen. I hope this gets fixed because those of us who have loved ones out of state would like to see AND hear them during the video visit.

Horrible app for a horrible company. This app is glitchy, slow, and antiquated. Needs a serious design update. I would give it 0 stars if I could. The horribleness of this app reflects the criminality of this company which charges outrageous fees to add funds to call incarcerated loved ones. This app is everything that’s wrong with our current “justice” system. Crooks!

Cant even create my account. Everytime i try to create my account everything goes fine until i have to insert which state im in. As soon as i press the state tab the screen goes black and i cant do anything else I’ve closed the tab and tried it again multiple times and it does the same thing

Review. The system is too slow on the app. You know you have received messages from a inmate because it comes to the email but they won’t appear in the app on your phone for days. Also it take days especially on fridays for messages to get approved or received. That’s irritating as ever. The system needs updated somehow because it shouldn’t take a day or so for messages to come through the system.

GTL service at ConnectNetwork. This is the most unreliable phone service I have ever been associated with. And the customer service is the pits. I have call in 5 times to get a problem resolved with no luck. I even talked to supervisors that don’t care. There idea to fixing a problem is for you to delete your account & start over. Well, when you can log in at all, how can you delete the account

Horrible. My messages are not being sent out..when I try to write someone now it says I need to select an inmate none of which pop up…when I re-add an inmate it says they were successfully added and they still dont pop up…I’ve called I’ve sent emails and nothing has changed.

This UPDATE, smh. Was working semi okay before the latest update,and now it's just not even working. The constant app closing out, not loading messages,the amount of time it takes to deliver a message...it's starting to make me feel like bringing it back old school, paper mail, might just be faster and easier.

Trash they steal your money and DONT refund any money left once inmate gets released. My wife was released from jail and they say they are not responsible for any money left on the PIN account only advanced pay account will they refund so make shur not to put any money on a PIN account unless you ready to lose it if not used before they get out

Disgusting. You should be ashamed of yourselves. This is quite possibly the worst app in the store, and a lot of people rely on it to communicate with and support their loved ones. The UI is a joke - clunky doesn’t even begin to describe it. I had to try to add my payment method 3 times before it was persisted. Maybe you could take some of those profits from the people you are ripping off and develop even an average app.

Can press next to add funds. So just like other reviews have mentioned this app is a joke! It does not allow u to press next because the next button is below screen level and you cannot scroll up to press next therefore cannot complete adding funds process, you have to go online. Tried different phone sizes and still no difference. Don’t waste your time.