Getting out is a predatory company that handles inmate communications. Their system is designed to take your money, charge bogus fees, and never let you get any stored value back out.
It is next to impossible to find out how to get refunds online, so I’ve documented it here for everyone stuck in this nightmare of having a relative in jail and not being able to get their money back once they’re out.
Calm their Customer Service Line
Press 1 for English or select a different language as necessary.
Listen to a minutes-long disclaimer and give your rights to your stored value away after 180 days.
Press 1 to accept.
Press 1 to go into the deposits message.
Press 0 to be transferred to a hold queue.
When you ask for a refund, you will be told you need your contact information and the inmate number. That number should be in the app for GettingOut Messaging under your contacts, but it was not for me.
Once they discover this, you will need to send a note to the parent company ViaPath to get a refund.
Send To: customerservice@viapath.com
Phone number of your account
Name on the account
Facility name
Inmate name
PIN (4-8 digits)
This is how refunds are done in 2026. Email. To a third party. I’ll let you know if it actually works.
If you try pressing zero at the big menu before deposits, you will be presented with “That option is disabled” message because they know the easiest way to frustrate people is to remove it and hide it in a sub menu. No matter how deep.
Regardless of what you think about people in jail, the families of these people are being taken advantage of by this company, and they are keeping money they are not entitled to if they built a better system.
The disclaimer ensures ViaPath can keep your money after that time of you can’t get it back within the time frame which is not allowed for other stored value like gift cards.
The queue staff are unhelpful as a rule. You should encourage them to unionize to improve conditions so they will not be yelled at by frustrated families.
Everyone on this line is trained to send your concerns with the system not being operational or easy to their tech support department to be looked at. They know they are hard to contact, so this statement is bullshit.
Everyone is trained to say that your concerns about the usability of the system will be sent to their supervisor. This is bullshit. It is hard on purpose.
Everyone on the line has the same regional accent, so the call center is not in the US. That jurisdiction has laws for consumer protection. If you figure out where, I will work with you to ensure the company pays.
