Prison phone calls are one of the most important lifelines between an incarcerated person and their family, and one of the most expensive. The prison phone industry has historically operated as a near-monopoly charging rates that few other consumer services would get away with. This section covers how the prison phone system works, why rates are so high and what has changed in recent years, how debit calling accounts function, how to get a number approved on an inmate's call list, how InmateAid's local number service reduces call costs by up to 70 percent, and what international callers need to know about reaching a US facility from another country. The questions answered here come from families who are paying too much for calls and from inmates trying to navigate phone access from inside. Understanding how the system works is the first step toward getting the most contact for the least cost. See also our sections on Money Transfer and Commissary.
Related InmateAid Services
Subject: Inmate phone calls
Receiving your new InmateAid discount phone number means your account is set up and ready. That is great news. However there is one more step before your inmate can actually call you on it.
Your inmate needs to add the new number to their approved call list at the facility before any calls can go through. Until that number is approved by the facility it will not connect even if your inmate tries to dial it.
Here is how to make that...
Read moreSubject: Inmate phone calls
You will receive it in two ways simultaneously. A text message to the mobile number you provided during signup and an email to the address on your account. The number is also placed automatically in your Account Dashboard under your phone lines section so you always have access to it in one place.
If two hours have passed and you have not received your number here is what to check.
Look in your spam or junk folder. Automated emails from new services...
Read moreSubject: Inmate phone calls
Making a phone call from inside a correctional facility is a straightforward process once everything is set up correctly. Here is how it works.
Your inmate goes to the phone designated for inmate use in their housing unit. These are typically wall mounted phones in a common area accessible during specific times of day set by the facility. Phone access is not available around the clock. Your inmate will know their unit's designated phone hours once they are settled in.
At the...
Read moreSubject: Inmate phone calls
Losing your phone when you are expecting calls from an incarcerated loved one is stressful but there are steps you can take right now to stay connected.
First, if you have access to another phone, a friend's phone, a family member's phone, or a temporary replacement, contact InmateAid immediately at aid@inmateaid.com. We can update the forwarding number on your discount phone line to point to whatever number you currently have access to. Your inmate keeps calling the same number they always...
Read moreSubject: Inmate phone calls
Unfortunately there is no way to call your inmate directly to let them know. All calls must be initiated by the inmate from inside the facility. You cannot reach them by phone from the outside.
The fastest way to get a message to them is through a letter. A letter sent through InmateAid typically arrives within 2 to 3 business days via USPS. Write clearly that their phone account has been funded and that you are ready and waiting for their...
Read moreSubject: Inmate phone calls
Phone access hours depend on what type of facility your loved one is housed in. Here are the general guidelines for each system.
Federal facilities typically have phone access available from 6:00 AM to 9:30 PM. These hours are relatively consistent across federal institutions though individual housing unit schedules may vary slightly depending on programming and meal times.
State prisons generally operate phone access from around 9:00 AM to 8:00 PM. State systems vary more than federal so confirming the specific hours...
Read moreSubject: Inmate phone calls
Yes, the InmateAid discount phone service can work for calls from Madison Correctional Complex. Whether it will save you money depends on two factors specific to your situation.
The first factor is the relationship between your current phone number and the number your inmate calls from inside Madison Complex. If your number is already local to the facility's area you may already be receiving the lower local rate. If your number is considered long distance relative to the facility you are...
Read moreSubject: Inmate phone calls
Yes. Inmates have access to an internal closed communication system within the facility that keeps them informed of activity on their accounts. Through this system they can see their phone minute balance, their commissary account balance, and any new activity associated with their accounts.
When funds are added to a phone account, the inmate is notified through this internal system. If they do not actively use the system a paper note is typically placed on their bunk to make sure the...
Read moreSubject: Inmate phone calls
The new phone number is delivered to you via text message and email for easy access. Additionally, the phone number is automatically placed in your Account Dashboard, where you can view and manage it at any time.
Subject: Inmate phone calls
The discount plan applies exclusively to one designated phone number. If additional numbers are needed, they can be added at a significantly reduced rate compared to the first line.
Subject: Inmate phone calls
No, we do not provide a way to deliver the new number directly to your inmate. You may send a postcard with the updated number or contact the facility to inquire if staff can assist in passing the information to your inmate.
Subject: Inmate phone calls
Inmates are informed about the availability of phone minutes or funds for calls through several mechanisms, depending on the facility and the phone service provider used. The methods commonly include:
Automated System Notifications: Many inmate phone systems, such as those provided by GTL, Securus, or Telmate, inform inmates about their account balance when they attempt to place a call. If funds are available, the system allows the call to proceed. If not, the system notifies the inmate that there are insufficient...
Read moreSubject: Inmate phone calls
To obtain a phone number through InmateAid, enabling an inmate to call you at reduced rates, follow these steps:
Sign Up for InmateAid's Discount Phone Service:
Visit the InmateAid Discount Calls page.
Select the state and facility where your loved one is incarcerated.
Enter your current phone number, which will be linked to the new number.
Choose a suitable plan and complete the payment process to finalize your subscription.
Receive Your New Number:
After payment, InmateAid will provide you with a new phone number optimized for the...
Read moreSubject: Inmate phone calls
Inmates are typically informed of added funds to their phone accounts through several methods:
Automated Notifications: Some facilities use automated voicemail systems to alert inmates when a deposit is made. For instance, services like GettingOut send an automated voicemail to the inmate each time funds are deposited.
Account Balance Checks: Inmates often have access to kiosks or tablets to monitor their account balances. By regularly checking, they can see any new deposits reflected in their balance.
Receipts or Notification Slips: Some institutions provide...
Read moreSubject: Inmate phone calls
Yes, this service works through Securus by utilizing a Securus Rate Calculator that compares various phone number options using an algorithm to find the best per-minute rate for the customer. In most cases, using a different number significantly reduces the cost of calls. However, in some instances where no savings are possible, a refund is granted to the customer.
