Why Hasn't My Inmate Called After Setting Up Phone Service?

If the line is set up and operational but calls are not coming through, the most common explanation is that an additional step needs to be completed with the facility's contracted phone carrier before the number can actually be dialed from inside.

InmateAid provides the local phone number and confirms it is active on our end. But the number also needs to be registered and approved within the jail's own phone system before your inmate can use it. That process works differently depending on which carrier the facility uses.

With JPay, GTL, Securus, or other prison phone providers, your inmate typically needs to submit the new number through the facility's phone request process, which usually involves filling out a form and having it approved by a counselor or case manager. Until that approval is complete on the facility's end, the number will not connect, even if everything is correct on your end.

If your inmate has already submitted the number and it has been approved but calls still are not connecting, contact InmateAid directly with the facility name and the number assigned to your account. We can verify the line is functioning correctly and help identify whether there is an additional step needed with the specific carrier at that jail.

On the JPay money transfers, JPay is reliable and deposits go directly to your inmate's account. If you completed the transaction and received a confirmation, the money reached her.