- 26.6LEGITIMACY SCORE
- 31.1SAFETY SCORE
- 17+CONTENT RATING
- FreePRICE
GettingOut App Complaints & User Negative Comments 2024
GettingOut app received 95 complaints, negative comments and reviews by users. Have you ever had a bad experience using GettingOut? Can you share your negative thoughts about gettingout?
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GettingOut for Negative User Reviews
✓ 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!!.Version: 3.2.2
✓ Horrible appI 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!!.Version: 3.2.2
✓ PLEASE FIXThis 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.Version: 2.6
✓ Terrible UX. Disaster.20 minutes of trying to top up an account to send a single message!?! The user flow was: sign in, system signs you out, sign in, load facilities, system signs you out. Repeat. I gave up. As the other reviewer said, it’s just not worth it. Suggest they invest some of these credit card fees to improve the UX and backend..Version: 2.4
✓ Worst AppLiterally the worst app ever. Please fix it as it’s the only way of communication to loved ones in jail..Version: 3.0.1
✓ So many issuesI 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..Version: 3.2.2
✓ 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!.Version: 3.2.3
✓ UselessA lot of glitches… useless.Version: 3.2.1
✓ Absurdly InadequateConstant 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..Version: 3.2.3
✓ Terrible serviceOnly 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..Version: 1.9
✓ Mad BooI 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 !.Version: 3.2.2
✓ 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.Version: 3.2.2
✓ Unacceptable - I’d say 0-Stars if I could This App is TRASHThis 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!!!.Version: 3.2.3
✓ 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..Version: 2.0
✓ Update doneI update the new version and now it won’t let me go on the app keeps saying update available and I did it 😡.Version: 3.2.0
✓ Developers Need to Start ListeningI 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!!!!!.Version: 2.9
✓ ScammersHappy 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.Version: 3.0.1
✓ UnusableAs a resident in the UK I am unable to proceed any further than the ‘select location’ page as the only options available are Canada and the USA. The main website is equally bad. Setting up an account requires one to input personal details but GTL doesn’t recognise the UK phone number format, nor the postcode format despite selecting UK as my location. The contact details for GTL/Telmate etc are almost impossible to find, I found myself scouring the web and eventually stumbled across an email address. I have left several emails and am yet to receive a reply. I thought JPay was awful but this is on a whole other level..Version: 3.2.2
✓ Not made for Canada sideDoesn’t work for the .ca account. The other getting out app offers to Alberta only. Don’t waste time downloading.Version: 2.3.1
✓ Getting out appTRASH!!!!!.Version: 3.2.0
✓ Partially worksI'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.Version: 1.7.4
✓ Functionality THIS bad has to be intentionalI 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..Version: 3.0.1
✓ 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..Version: 1.9
✓ So many bugsThis 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..Version: 1.9
✓ Took my moneyNice concept but app is unreliable & steals your money. Its been saying UNABLE TO LOAD PROFILE since the day I downloaded it (end of December 2023) but it accepted my $15 deposit 1/1/24 to communicate with my uncle. I’ve texted him LESS THAN 10 times and now I’m being asked to deposit more $ to send a text. I thought texts were 10 cents each?!? Even if they were 20 cents I should still have $10+ left. I’m skeptical to deposit anymore money because I’ve been ripped off. And because my profile still doesn’t load I can’t contact any support team, see how I was charged etc. But I can see that $15 was deposited 1/1/24. So someone PLEASE FIX THIS. I want my money back or the rest of my credit to be able to text my uncle. I’ve uninstalled/reinstalled the app multiple times and that didn’t help either..Version: 3.2.4
✓ I would like my credit backBefore 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.Version: 3.2.2
✓ App won’t updateWhy won’t the app update.Version: 3.2.0
✓ Inconvenient and inconsistentI said inconsistent, but in actuality, the app consistently does not work correctly. It fails to load contacts, it fails to load messages, and call quality is horrendous. There is no way to search within the app (for a previous text or bit of information), you have to scroll backwards, and you have to do it extremely slowly or the app glitches and just starts repeating the same texts over and over. It wouldn't be difficult to put a search function in the app like iMessaging. Also, the little green light that indicates when an inmate is online is nothing but trouble. I know people that have ended relationships because of that stupid green light. It's not necessary. My biggest complaint is that there's no accountability with this company whatsoever. Many people with loved ones on the inside would like to have an itemized statement that shows exactly where our funds go. I would like to see a statement that reflects every phone call and every text on MY OWN Friends and Family account. I realize that they can't show us the inmate account details, but there is no reason that I shouldn't be able to see where my own money is going, yet GTL refuses. This is absolutely one of the worst communication apps I've ever used..Version: 3.2.4
✓ Worst app everSo, 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..Version: 3.2.3
✓ App isn’t workingService isn’t stable,no response from support team by mail. can’t access anything from the UK, no response to verify my number, no response to putting funds on there, just error messages. All the forms to fill are for US citizens using their zip codes and phone numbers. Calls to help line in the US therefore inaccessibly expensive. Stressful process for something that’s quite important for people who have no other means of communication..Version: 2.4
✓ Appalling app.An app so sensitive in the communication of families and inmates that don’t allow you to log in at all. Create new accounts and the system still doesn’t work. Dislike humans who create meaningless apps like this who don’t maintain it to ensure it’s working to its full potential. I have had my issue for months now. Also customer service are yet to respond after such a long time period. This app and its creators should be revoked from its duties and the contract allocated to able bodied people..Version: 2.7.1
✓ Bittersweet FeelingsI’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!.Version: 3.2.1
✓ The Worst App I've Ever UsedGettingOut 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..Version: 1.9
✓ 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..Version: 2.5
✓ Eh?No option for Canada..Version: 2.6
✓ 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..Version: 3.2.1
✓ 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”).Version: 3.2.2
✓ Worst app!If I could give this app 0 stars I would. It lags out, censors words that have no business in being censored and constantly crashes. Sometimes the messages disappear entirely and error messages constantly display. They need to fix these bugs or hire someone who actually knows what they are doing. I hope I never have to use this app again..Version: 3.2.4
✓ Terrible app. No way of getting helpAs per another review, for 10 months I’ve been unable to add funds to respond to messages, constant error messages and no way of getting it sorted. Emails ignored….Version: 2.9
✓ Constant IssuesThe App is not helpful. Constant error box asking me to Refresh when I try to deposit funds. Im based in the UK and after a number of emails not responded to I decided to call CS in the US. I was kept on hold, spoke to an agent, then transferred to a Manager. Meanwhile this phone call is costing me a fortune from the UK. They said all my details have been verified so it must be a Server problem. This doesn’t help my friend in County Jail who needs extra support which I was unable at the time to quickly give. No I don’t rate the app or the CS!.Version: 2.8
✓ BuggyEDIT: 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..Version: 2.0
✓ Won’t let you depositApp just sends you backwards everytime you try to deposit. New version is broken..Version: 2.2
✓ Update is not workingCannot use app. Keeps telling me update but it’s already been updated..Version: 3.2.0
✓ Terribly DishearteningFrom 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..Version: 3.2.2
✓ Garbage AppGarbage APP! Don’t use it.Version: 2.9
✓ 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!.Version: 2.9
✓ AnnoyingThe 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..Version: 3.2.1
✓ What is this?I updated the app and it still won’t let me open it and keeps telling me to update -_-.Version: 3.2.0
✓ Horrible App/Customer serviceThis 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..Version: 2.7.1
✓ Always GlitchesThis 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. 👍🏼.Version: 2.0
✓ Can’t send messagesThis 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. 🤯😡🤯.Version: 3.2.1
✓ I hate this appAs 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..Version: 3.2.3
✓ Very frustratingThe 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..Version: 2.8
✓ DisappointingIt 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..Version: 3.2.1
✓ Sucky serviceI 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.Version: 3.2.3
✓ 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. 👎🏽.Version: 2.8
✓ Rip off / no prices / inflated fees / UNHELPFUL / disgracefulZero 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!.Version: 3.0.1
✓ Worst Service EverThis 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…..Version: 2.9
✓ Terrible customer serviceTerrible customer service they take your money and when you call to find out what is going on they will tell you if you dispute it that you can’t use any credit cards period again to put money to talk to your loved one who is incarcerated or if you want a refund for $5 they will suspend your account so you can’t talk to your loved one for a month that’s crazy like are they making this up because even though it’s not that much money of course you’re not going to make it so you can’t communicate with your loved ones so basically they can steal take whatever and if you want your money back then you’re punished by not being able to put money on their account or talk to them over 5-10$ so they really get over on you because of course you want to be able to talk to your loved ones so i feel like a lot of people just let it go this is crazy a scam these people are breaking laws.Version: 3.2.4
✓ Unsatisfied Poor AppThis 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!.Version: 3.2.0
✓ Useless and staff are incompetent and rudeThis 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..Version: 3.2.1
✓ Awful app do not downloadI cannot deposit cash to message my friend she he thinks I am ignoring him because this app is beyond awful! The customer service ignore you and the number won’t connect! All because I am not US based it’s meant to be international based! There are constant refresh this page and error messages. They clearly have spent little money and make a profit, you should be ashamed. It’s awful awful service!!.Version: 3.0.1
✓ New update not coolI 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..Version: 2.1
✓ The worstThis 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..Version: 1.9
✓ CrashingAlways crashes. The idea itself is absolutely fabulous as I like the way you can message but app always needs reloading to get it to work sometimes doesn’t work for a few hours. Such a shame.Version: 3.2.3
✓ This app is not very stableI 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..Version: 3.2.3
✓ CrashesThis 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 ..Version: 2.3.1
✓ ReviewI wish that I could this app a zero review. As there always a problem with something. As there are just far too many issues to mention in such a review. The main one is putting a deposit on the account and then receiving an error message. Plus, not having my phone number verified by gtl, but I receive no information on how to do this. And then there is not accepting an international address when setting up the account. These are just a sample of a huge number of issues, and this is despite sending emails to gtl, completing their online forms and speaking to customer service. The issues still don’t get rectified. Terrible customer service! 0/5!.Version: 3.2.2
✓ So frustratingI 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..Version: 3.2.3
✓ 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!!!!!.Version: 3.2.2
✓ Not WorkingCan’t access or use any part of the app since the most recent update..Version: 3.2.0
✓ Worst appMy 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!!.Version: 3.0.1
✓ WorstYou 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.Version: 3.0.1
✓ This App needs better codingWhile 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 ⭐️..Version: 3.2.2
✓ GarbagePlz fix this app, always crashing .. this the only platform i have to communicate with my love one and it is not suitable for me …..Version: 3.2.0
✓ Don’t waste your timeIn 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.Version: 2.6
✓ Worst app everNot worth it at all. They charge 35 cents/per message you send and sometimes the messages cut off so the person you are texting never see’s the full message. It’s a waste of money. The GettingOut Visit is just as bad, it freezes, when your on a video call it randomly exits off the app still taking the amount of money from your account. Huge waste of money..Version: 2.3.1
✓ 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 🤷♀️.Version: 2.9
✓ Terrible!!!!Worst app ever. I’m in the uk, can’t verify my info in over a year, constant error please refresh message when trying to deposit money. Emails never responded to by customer service, what a total waste of time!!!!!!.Version: 3.2.0
✓ App not working after a updateI have a iphone . It came up to update the app . I’ve updated the app . And now it’s not working. It keeps saying I need to update it . I’ve deleted the app . Re downloaded it . Switched my phone off and back on . It’s still not working :(.Version: 3.2.0
✓ AwfulThis is a really bad app to keep in touch with incarcerated friends and family.It’s customer service don’t reply or acknowledge concerns.You don’t get any notifications and as I live in the uk they don’t verify a mobile number and the messages don’t load.Have to keep logging out and back on again. It’s terrible.Please help..Version: 2.9
✓ I NEVER KNOW WHEN I HAVE A MESSAGEEvery App that I have EVER used has an option of allowing notifications. It only makes sense that an app designed exclusively for inmates to communicate with their loved ones, would have this issue fixed already. I am not one to have my phone Velcroed to my side, so it becomes extremely frustrating when 30 mins later I pick up my phone just to find 3-4 text messages that have a “GTL GETTING OUT” banner across my screen, BUT MY PHONE DID NOT MAKE A SOUND! This is SO IMPORTANT to every user! I’ve changed my handset device 4 times thinking it was the phone I had just to get the same result! In the positive side, other things with the app have been improved, hence the two stars . PLEASE FIX THIS ASAP! Our loved ones depend on us to be there when they reach out to us. We are all they have and when they get the impression that we are ignoring them, it can do a number on their emotional and mental state..Version: 3.2.4
✓ No helpI 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..Version: 3.0.1
✓ Can’t load fundsAfter 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.Version: 3.2.2
✓ Worst app I’ve ever used $$$$ tooFor 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..Version: 2.9
✓ Updated neededThis 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..Version: 3.2.3
✓ Crappp!!!!Can’t even get to speak to my husband!! This is not acceptable also had my fund’s stolen out my account unbelievable this app should be removed kmft!!!.Version: 2.9
✓ Always some issueAfter being switched back to the GettingOut app it’s been nothing but issues. Cannot add funds to account without calling the number as always says there’s an error and to refresh the page. Today there was a rare update for the app which has made it not work at all. I go into the app and it says there’s an update, click to update and it’s already been updated so can’t get to any of the messages as can’t log in. Horrific service..Version: 3.2.0
✓ GTLBetween 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..Version: 3.2.2
✓ Terrible App!The app does not let me add any deposits or funds to the account, just keeps coming up with an error message. I’m based in the UK and the app or customer service does not cater for anyone internationally. Terrible service for a type of communication that is really important..Version: 3.2.1
✓ Update message doesn't disappear-can't access anythingI just downloaded the lasted version and the "new update" message still pops up everytime i open the app and sends me to the app store- rendering the app unusable. This is not ok as I have spent a lot of money on this service which serves as main communication between myself and my loved ones. Please fix it as soon as possible. I have deleted the app and reinstalled it and the issue subsists. this is unacceptable..Version: 3.2.0
✓ I’m very disappointedAlthough 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..Version: 2.9
✓ BADI 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!.Version: 3.2.0
✓ Thankful for the app regardlessThe 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..Version: 3.2.1
✓ Canada ehCan’t find Canada as an option..Version: 2.5
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