How do I create an account for Video Visits, Messages, and Photos?

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Creating an Account

In order to participate in Video Visits, or send Messages and Photos to your inmate, you will need to create an account by following the steps below:

  1. Create an account by visiting https://sso.telmate.ca/users/sign_up
  2. Complete the Form
  3. You will need to review the Terms and Conditions, and check the box if you agree.
  4. Click Submit
  5. You will see a confirmation screen, and will receive an email with an activation link. 
  6. You must check your email and click the button “Activate Account”.
  7. Once your account has been activated, you’re able to sign in by visiting https://sso.telmate.ca/users/sign_in

My inmate has access to a tablet, how do I schedule a visit?

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At some Correctional Centres, you can also video visit with an inmate from home using your computer. Follow the instructions below to schedule your first visit!

IMPORTANT: To conduct a video visit from home, you need a computer, an internet connection, a web camera, and sufficient funds in your account to schedule a visit. Click here to deposit funds.

1. Go to https://visit.telmate.ca/user/deposit
2. Log in to your account with your phone number and PIN.

 

3. Read and accept the agreement by clicking the check boxes next to each statement, then click “Accept.”

 

4. Select the person you’d like to visit with.

 

5. Click the “Schedule a Visit” button in the “Online” section.

 

6. Set your visit date, time of day, length and start time.

NOTE: Visits can be scheduled up to 14 days in advance.

 

7. Review your visit request then click the “Confirm” button.

 

8. Read and accept the terms of video visits by clicking the check boxes next to each statement and then clicking the green “I Agree.”

 

9. Your visit request is sent and awaiting approval. Your visit will be confirmed and reserved when your inmate accepts the visit request.

 

Click here to schedule a visit.

How do I know the inmate has received my request to visit?

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  • If you chose “Suggest Visit Time,” when you scheduled the visit, you need to wait for the inmate to accept.
  • Once your visit has been accepted, the invitation in your calendar will change from Invited to Confirmed.
  • You’ll also see a notification in the News tab if your visit was approved.

What’s the difference between suggesting and confirming a visit time?

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  • If you’re scheduling a visit for the first time, your only option is to suggest a visit.
  • Once the other person accepts the visit, it will be booked.
  • The next time you schedule a visit you can suggest a visit time if you’re not sure what the other person’s schedule is or you can confirm a visit time if the two of you have already agreed when to visit.

How do I find out how many free visits my inmate has?

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Since only the inmate knows how many free visits they have, we suggest logging into your GettingOut account and sending them a message so you two can coordinate a visit.

Why is my calendar showing the wrong time for my visit?

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If you booked a visit for one time and there is a different time listed in your calendar (under the “Calendar” tab), you may need to adjust your time zone.

To adjust your time zone:

  1. Click “My Account” tab.
  2. Click “Profile Settings.”
  3. At the very bottom of the page is an option to adjust your time zone.
  4. Select your correct time zone and click Save.
  5. If you go back to your “Calendar” tab, you’ll see the adjusted visit time.

It’s been several minutes and the inmate hasn’t appeared on the screen. Why?

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There may be several reasons, including:

  • If inmate is released, the visit will be automatically cancelled.
  • The inmate’s visitation privileges were suspended.
  • The inmate is in treatment or court.
  • The inmate may not know about the visit.
  • You may have logged in to the visit too early. Try logging out and logging back in to your account.

Call Customer Service for further assistance.

Can I use an iPhone, Android or other smart phone for remote visits?

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Video visits on Apple iOS and Android mobile devices is supported at most Facilities.

When booking a visit, does the time of the visit match the inmates timezone or mine?

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Visitation times are in the timezone of the facility (the inmate’s timezone). Ensure you have selected your correct timezone under “Profile Settings” in order to receive correct start times for your scheduled visits.

How do I cancel a visit?

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Canceling a visit is easy:

  1. Log in to your GettingOut account.
  2. Click on the “Calendar” tab and click the “Cancel” button.
  3. Please keep in mind, a booked visit that is cancelled less than 24 hours before the scheduled visit will not be credited.