What to Know About IDOC's Switch from Securus to ICSolutions (Feb 2025)
If you use Securus to stay in touch with someone in IDOC, the switch to ICSolutions means some things transfer automatically and some don't. Here's the timeline, what to do with your Securus balance, and how to get set up on ICSolutions.
IDOC comenzó la transición de los servicios telefónicos de Securus a ICSolutions el 3 de febrero de 2025. El cambio se está implementando por instalación, no todo a la vez. La transición de cada instalación suele tardar alrededor de dos semanas. Su ser querido debería recibir detalles sobre la fecha específica del cambio en su instalación. Si las llamadas de repente se ven diferentes o se pausan brevemente, es posible que su instalación simplemente esté en medio del cambio.
Durante el cambio, la información vinculada a la persona encarcelada debería trasladarse al nuevo sistema. Eso incluye sus créditos telefónicos y su lista de números de teléfono que se transferirán a ICSolutions como parte de la transición de la instalación. Para familiares y amigos, funciona de manera diferente. Si tiene dinero en una cuenta Securus Advance Connect, tendrá que gestionarlo por separado (detalles más abajo).
Heads up: Securus Advance Connect balances don't transfer automatically to ICSolutions. After the transition is complete, contact Securus at 1-800-844-6591 (or check their website) for refund information.
- Wait until the facility’s transition is complete Then focus on any remaining Securus Advance Connect balance you still have.
- Call Securus Contact Securus at 1-800-844-6591 and ask about a refund for your Advance Connect account balance.
- Follow Securus’s refund process They will tell you what information they need and how the refund will be issued.
Plan for a brief disruption: IDOC expects a 1 to 2 day phone service interruption during a facility’s transfer to allow account funds and data to move to ICSolutions.
Once the switch is complete, ICSolutions domestic calls are $0.008 per minute. That's a small drop from the prior rate of $0.009 per minute. Rates can feel confusing during any vendor change. If you're tracking costs, save a few call records from before and after the transition so you can compare charges under each system.
- Create an ICSolutions prepaid account This is the account IDOC uses for friends and family who want to pay for calls they receive.
- Add funds to your prepaid balance Once your account is set up, fund it so there is money available when your loved one calls.
- Use the prepaid account to cover incoming calls With a funded prepaid account, you can pay for calls received from an individual in custody through ICSolutions.
Tip: When you register for your ICSolutions account, enter your GTL Visitor ID. IDOC advises this can help expedite the approval process.
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