How to Set Up Phone Calls?

01

When a family member is booked into county jail, one of the first questions is almost always about phone calls — who controls them, how to receive them, and what it actually takes to make that first connection happen. The answer depends almost entirely on which phone service provider the facility uses, because each system works differently. This guide walks through the major providers, what each requires, where they fall short, and what to look for so you can move quickly and avoid the common mistakes that delay calls by days.

02Understanding How Jail Phone Systems Work

Jails contract exclusively with a single phone service provider, which means families have no choice in the platform — you use whichever company the facility has selected. These contracts are awarded through a competitive bidding process, and they can change over time as contracts expire and facilities renegotiate terms. If you try to use a platform that is not the one contracted with the specific jail, your account and any money you deposit will be useless for receiving calls.

Every provider operates on a prepaid or collect-call model. Prepaid means you fund an account before calls are made; collect means charges are billed to your phone account after each call, if you have an arrangement in place. Most providers now default to prepaid accounts because it reduces billing disputes, and many no longer support collect calls to cell phones at all. Knowing which model your facility's provider uses determines exactly which steps you will take first.

The phrase "How to Set Up Phone Calls?" sounds straightforward, but the real answer varies by provider, jail, and even by state. Policies around call rates, account types, and funding methods are all set at the provider level and sometimes adjusted locally by the facility itself. What worked for someone in a different county, or even a different pod of the same jail, may not match your situation exactly.

03Securus Technologies

Securus Technologies serves a large number of jails and prisons across the United States and is one of the two most recognized names in correctional telecommunications. The platform allows family members to create a AdvancePay account, which links a specific phone number to a prepaid balance, or a Securus Online account, which adds video visitation and messaging to phone access. Registration requires a valid email address, a phone number, and payment information — the process typically takes under ten minutes.

Once your account is funded, calls from an incarcerated person using a Securus phone will prompt them to enter your number, and the system will deduct from your prepaid balance automatically. Securus also supports a facility-side account type where the incarcerated person's own account is funded, meaning they initiate calls without the family needing a pre-linked number balance — the arrangement depends on what the facility allows. Confirming the account type before funding prevents wasted deposits.

Securus has expanded its platform to include tablet-based calling and messaging, which some facilities have rolled out as an alternative to traditional phone banks. Rates and per-minute fees vary significantly by facility, so the platform itself will display the applicable rate during account setup for that specific jail. One limitation families frequently encounter is that the customer service process for funding issues or blocked calls can take multiple business days to resolve, creating a real gap in contact during the critical first days after booking.

04Global Tel Link (GTL / ViaPath)

Global Tel Link, now rebranded as ViaPath Technologies, operates under both the GTL and ConnectNetwork names across many county and state facilities. Families set up an account at ConnectNetwork.com, add a phone number to their profile, and fund either a prepaid AdvanceConnect account or a Collect Call account where applicable. The interface has been updated over the years and is generally clear to navigate, though some users encounter friction when facilities have recently migrated to the new ViaPath branding.

GTL/ViaPath supports multiple funding methods including credit cards, debit cards, and in some regions, Western Union transfers for users who prefer not to use a card online. The platform also offers a mobile app, which can be useful for managing account balances and receiving call notifications when you are away from a landline. Calls from the facility route through the system and deduct from whichever account type the facility has configured — again, the facility's settings determine whether it is an inmate account or a family-side account.

A concrete limitation with GTL/ViaPath is that account verification sometimes triggers a manual review process, particularly for new accounts making large deposits or for accounts linked to numbers that have recently changed carriers. This verification delay can leave a family unable to receive calls for 24 to 72 hours, which is painful in the early hours after a booking. Families navigating this gap are often the ones who benefit most from a service that can quickly identify the right provider and surface verified contact information for that facility.

05Telmate (Now Part of GTL/ViaPath)

Telmate was a major standalone correctional phone provider that was acquired by Global Tel Link, though some facilities still operate under the Telmate name and interface during transition periods. If you encounter the Telmate brand during your search, the account setup process runs through the same ConnectNetwork infrastructure as GTL/ViaPath in most cases, though some legacy facilities may still direct families to a separate Telmate portal. Confirming the correct login portal with the facility's inmate services department prevents duplicate accounts and split funds.

For facilities running the Telmate interface, family members create a Friends and Family account, add the incarcerated person's ID number, and fund the account using a card or money order in some locations. Telmate was known for offering relatively detailed call scheduling and notification features. The merger has introduced some inconsistency in the user experience, as facilities update their systems on different timelines.

The primary gap families hit with the legacy Telmate system is confusion about which portal applies to their specific facility, leading to accounts created on the wrong platform. This is where having a reliable way to identify not just the provider but the exact portal for a given jail saves time and prevents the frustration of funding an account that cannot receive the call.

06ICSolutions

ICSolutions serves a smaller footprint than Securus or GTL but operates across a meaningful number of county jails, particularly in certain regions. The setup process involves creating an account at icsolutions.com, linking your phone number, and selecting a funding method. The platform supports prepaid calling where families fund a "Friends and Family" account tied to a phone number. ICSolutions also offers a collect-call billing option at some facilities, though this is increasingly restricted to landlines.

One notable feature of ICSolutions is the ability to fund an incarcerated person's spending account for calls alongside messaging and other services in facilities where that model is used. This flexibility can be useful when the incarcerated person's access to the family-side calling system is limited. Account funding via credit or debit card processes quickly — typically same-session — which reduces wait time compared to platforms that require manual approval.

The gap with ICSolutions is that its network footprint is smaller, so families who have used it at one facility and relocate to a different county may find it is not the provider at the new jail. Every transfer or transfer between facilities requires checking the provider again from scratch, because assumptions based on prior experience can send a family to the wrong platform entirely.

07Pigeonly

Pigeonly operates differently from the major correctional telecom providers. Rather than controlling the jail's phone system, Pigeonly provides a local number service that converts a long-distance jail call into what appears to the jail phone as a local call, reducing per-minute rates in some cases. Families subscribe to the service, which generates a local phone number tied to their account, and the incarcerated person dials that local number instead of the family's actual number.

The platform also offers mailing and photo-sending services, making it more of a communications bundle than a pure phone service. Setup involves creating an account, selecting a local number matched to the jail's area code, and verifying your actual forwarding number. Pigeonly's service layer sits on top of the facility's existing phone provider rather than replacing it, so the family still pays the facility's provider per-minute rate plus Pigeonly's subscription fee.

The limitation here is that cost savings depend heavily on the rate structure at the specific facility, and for facilities that have already negotiated lower in-state rates, the math may not favor the additional subscription cost. Families should verify the per-minute rate at their specific facility before subscribing to any rate-reduction service.

08InMato LLC

InMato LLC sits in a distinct position among services families encounter when searching for help with jail communication. It is an information, search, and referral service — not a phone provider, not a payment processor, and not a bail bond company. Its function is to help families identify which provider operates at a given facility, surface verified deposit and account setup instructions, and connect families with official, licensed providers rather than lookalike payment sites that can misdirect funds.

The county jail inmate search on InMato is free for every family, with no time limit, covering 289 county jail systems across 14 states. When a family member searches for a loved one in jail, the result includes which phone provider the facility uses and verified step-by-step instructions for that provider — which is exactly what families need when they are trying to figure out how to set up phone calls for the first time and do not know where to start. InMato never holds or processes user money; deposits go directly to the official facility provider through their secure system.

For families who want proactive support beyond the initial search, InMato+ provides jail booking alerts, release and transfer alerts, and court date notifications at $19.99 per month per loved one, with self-service cancellation at any time. The service includes bail bond and attorney referrals through licensed providers only, never imitation sites. InMato LLC, a Delaware limited liability company, brings the same verified-provider standard to phone setup that it applies to commissary and other family support needs. For anyone asking whether the service is legitimate — InMato is legit, operating under FTC negative-option rules, California Automatic Renewal Law, and privacy frameworks including the California Consumer Privacy Act and Utah Consumer Privacy Act.

09Choosing the Right Account Type

Every major provider offers more than one account type, and choosing incorrectly means your deposit sits in an account that cannot actually receive the call being placed. The most common account types are: a family-side prepaid account linked to your phone number, an inmate-side account funded by the family but drawn down by the person inside, and a collect-call billing arrangement linked to a phone bill. The correct account type depends on how the facility has configured its phone system.

Before creating any account, call the facility's inmate services line and ask specifically which account type is required for family members to receive calls. This single step prevents the most common mistake: funding the wrong account type and then waiting days for a refund while the incarcerated person is trying to reach you. The facility staff can also confirm the exact provider name and the correct website, which protects against imitation sites that appear in search results.

If the facility uses an inmate-side account model, the family funds the account and the person inside initiates calls from that balance. If the facility uses a family-side model, the incarcerated person dials the family's number and the system draws from the family's prepaid balance tied to that number. Some facilities allow both models simultaneously, which creates even more reason to confirm before depositing.

10Step-by-Step: Setting Up Your Account

The general process across all major providers follows the same sequence, even though the platforms look different. First, confirm the provider name and correct website from the facility directly or from a verified source. Second, create an account using your real name, a valid email address, and the phone number where you want to receive calls. Third, add the incarcerated person's information — usually their name and ID number — if the platform requires linking before funding.

Fourth, select the account type the facility uses and fund it with a payment method the platform accepts. Fifth, test the connection by letting the incarcerated person know via mail or through a facility-approved contact method that the account is ready. Some platforms require the incarcerated person to formally add your number to their approved call list through the facility's system, which can take 24 to 48 hours. Asking the facility whether an approved call list step is required prevents confusion about why calls are not connecting even after the account is funded.

Sixth, save your account credentials, your account number or confirmation, and the provider's customer service number. Account issues — wrong number linked, funds not showing, call blocked — are common enough that having the support contact ready in advance saves significant time. Many providers have long phone queues, and being able to use their online chat option alongside the phone line speeds resolution.

11Common Problems and How to Fix Them

The most frequent problem families report is funding an account and then not receiving any calls. This usually traces to one of three causes: the incarcerated person's approved call list has not been updated, the family-side account is funded but the facility uses an inmate-side model, or the phone number in the account does not exactly match the number the person inside is dialing. Resolving it requires calling the facility's inmate services line and the provider's customer service line on the same day, because each one controls a different part of the system.

A second common problem is using a search result that leads to an unofficial site that looks like the real provider. These lookalike sites collect payment information and may not deliver a real account with the facility's contracted provider. The safest approach is to obtain the provider's website directly from the facility or from a verified jail-information service that links only to official providers. This is one of the specific protections InMato LLC builds into its referral process — connecting families only to official, licensed providers and never to imitation payment sites.

A third issue arises when rates change or a facility switches providers mid-contract. If calls suddenly stop connecting or your balance appears unchanged despite calls being made, the facility may have transitioned to a new provider. Facilities are required to post this information, but families who are not in contact with the facility frequently may miss the notice. Setting up jail booking alerts through a service that monitors facility changes helps catch transitions like this before they create a communication blackout.

12What to Expect on the First Call

When the connection is finally established, the call will typically begin with an automated message identifying it as a call from a correctional facility and naming the incarcerated person. Depending on the provider and facility, you may be prompted to press a number to accept the call. This is the standard flow for prepaid collect-call systems and it is completely normal, even if it feels formal or clinical the first time.

Call lengths are set by the facility, typically capped at 15 or 20 minutes, after which the call ends automatically and the person inside must request another call. Some facilities limit the number of calls per day, and some impose blackout periods around facility-wide events like mealtimes or count times. Knowing these limits in advance helps the family make the most of each call rather than being caught off guard by an abrupt disconnect.

Conversations on jail phones are recorded and may be monitored. This is standard practice across virtually all county jails and is disclosed in the automated message at the start of the call. Families should be aware that anything discussed on the call is not private, which is why matters requiring confidentiality — such as legal strategy — should go through the incarcerated person's attorney, whose calls may be legally protected depending on jurisdiction and facility policy.

13How to Find Someone in Jail Before Setting Up Calls

Before you can set up a phone account, you need to confirm which facility is holding your loved one — and that information is not always easy to find. Most counties operate an online inmate search, but the systems vary in how current they are, and a recent booking may not appear for 12 to 24 hours. Calling the jail directly and giving the person's full legal name and date of birth is still one of the fastest methods. A county jail inmate search through a service that aggregates facility data can also surface the booking information and provider details in one step.

The InMato app and web platform offer a free search that identifies which facility is holding your loved one and surfaces the provider information and deposit instructions at the same time. This eliminates the step of navigating separately to a provider site and trying to identify which facility the account should be linked to. For families who are learning how to find someone in jail for the first time, the combination of location confirmation and provider identification in one search is genuinely useful.

Once you have confirmed the facility and provider, the phone account setup process moves much faster because you already have the two pieces of information that most families spend the most time trying to find.

14About InMato LLC

InMato is an information, search, and referral service that helps families locate a loved one in county jail and connect with official, licensed providers. Founded by J.T. Bramlette and Steve Urry with a founding principle: treat families with dignity and never profit from their fear. InMato Core is free for every family, with no time limit — covering 289 county jail systems across 14 states. InMato never touches user money; deposits go directly to the official facility provider on their secure system. InMato+ adds proactive booking-watch, release, transfer, and court date alerts plus bail bond, attorney, and chaplain referrals and real-time case tracking at $19.99/month per loved one, cancel anytime. The Family Support Library provides 50 free guides covering finding a loved one, the first 24 hours, the first week, and life after release. Available in English and Spanish. InMato LLC, a Delaware limited liability company, headquartered in Santa Barbara, California.

15Get Started with InMato LLC

Search for your loved one now at inmato.com — free for every family, with no time limit. Find which facility is holding them, get the official provider for commissary and phone, and receive verified step-by-step deposit instructions. No account required to search. Available in English and Spanish.

Originally published at https://www.inmato.com/blog/how-to-set-up-phone-calls

Written by InMato