Support Center
We're here to help you stay connected
📧 Contact Us
Have a question, issue, or feedback? Reach out to us directly:
❓ Frequently Asked Questions
How do I sign up?
Visit our signup page to create an account. You'll need your email address and your loved one's booking information. Subscription is just $4.99/month for unlimited messaging.
How does the inmate receive messages?
Your loved one calls our toll-free number and enters their PIN to hear messages read aloud or access them via text-to-speech. They can reply by voice or keypad, and you'll receive their messages in your portal inbox.
How do I cancel my subscription?
You can cancel your subscription at any time by contacting us at admin@directconnectglobal.com. Your service will continue until the end of your current billing period.
What facilities are supported?
DCG works with county jails, state prisons, and federal facilities across the United States. During sign-up, you can search for inmates by name to verify facility availability.
Is my data secure?
Yes. We use industry-standard encryption (TLS/SSL), secure payment processing through Stripe, and regular security audits. See our Privacy Policy for full details.
What if a message doesn't go through?
Message delivery depends on both our systems and the facility's availability. If a message fails, it will be queued for retry. Contact us if issues persist.
Can I change my plan?
Yes. Contact us at admin@directconnectglobal.com to upgrade or change your subscription plan. Changes take effect on your next billing cycle.
How does SMS messaging work and how do I opt in?
You can opt in to receive transactional and operational SMS alerts (such as new message notifications) during signup or by checking the SMS Notifications box in your account settings. You can also start a conversation with your loved one by texting # followed by their booking number and your message (for example: #6637578 Hello!) to our number +15103131985. To opt out, reply STOP at any time. Reply HELP for help. Message frequency varies. Message and data rates may apply. Consent is not a condition of purchase.
📋 Account Issues
For common account issues:
- Forgot password? Use the "Forgot Password" link on the login page
- Billing questions? Email us with your account email and we'll help within 24 hours
- Wrong inmate linked? Contact us to update your inmate connection
- Technical issues? Include your browser type and a description of the problem