FAQ

Yes, most facilities provide each inmate a voicemail box.

An automated voicemail message is sent to an inmate each time funds are added to their account. They are informed whether the funds are for general use or if they can only be used to call a specific phone number. A customer service representative can confirm for you if the inmate/detainee has checked this voicemail or not.

Phone privilege hours vary by facility.

If the prepaid account’s balance is less than $50, a prepaid calling card that can be used from any phone will be available upon the inmate’s release. If the account’s balance is greater than $50.00, a refund can be issued. A $10 processing fee applies. Some exceptions apply. For any refunds, please call 866.516.0115.

Only the released inmate can transfer general funds. Funds that are designated to a specific phone number can be transferred by the owner of that phone number.

Generally, our customer service team can remove a block at your request and as long as you can provide the code given when the block was placed. Similar to requesting a block, you must call from the blocked phone number to have it removed.
NOTE: A block cannot be removed if it was placed due to suspected fraud.

We are happy to block your number from phone calls from a specific inmate or an entire facility. Simply call customer service from the phone number you want blocked, and a representative will help you out.

Talk time varies by facility. Your incarcerated loved one will likely know this information, but if you want to check for yourself, feel free to call our customer service team, and they’ll look it up for you.

You can call our customer service department and ask. In the future, you’ll be able to check your balance right from our website.

Yes. You can choose to deposit funds that can be used to only call your phone number.

For your convenience, we automatically save your payment information, however we are more than happy to clear your information at your request. Simply call our customer service department and one of our bilingual representatives will be happy to remove your payment information from our system. The next time you want to add funds, just call the customer service department, and they will process your deposit without saving your information.

We accept all major credit, debit, and prepaid cards, as well as Money Gram.

Sí. Nuestros representantes de servicio al cliente hablan español.

You can reach a bilingual customer service representative 24 hours a day, 7 days a week, 365 days a year, including holidays.

You can reach a bilingual customer service representative by dialing 1-866-516-0115. All calls to customer service are toll free.

If you are unsure who called you, our customer service department is happy to help you figure out the name of the caller and the facility they called from. If you know the caller and would like them to call you back, the customer service representative can help you deposit funds for them so they can call you back. If you do not know the person, or do not want them calling you, the representative can block your phone number to prevent future calls.