Penmate Inmate Support Guides
Phone & Messaging

How to Contact an Inmate at Facility

Trying to reach someone incarcerated at this facility? Two contact-related rules affect most families: how to get help with digital mail, and when a background-check fee applies for visits or phone/video contact.

• 3 min read Based on general AZ policies
How to Contact an Inmate at Facility

For questions or problems with the digital mail service, Securus Customer Service is available around the clock, 365 days a year. Call (800) 844-6591.

Applying to be approved for in-person visits, phone visits, or video visits? Adult visitors pay a one-time, non-refundable $25 background check fee. If you only want to receive phone calls from the person in custody (and you're not applying for any type of visit), you don't have to pay the $25 fee.

Note: The only facility-specific details covered here are the Securus digital mail support line and the $25 background-check fee rule. For everything else (visit hours, payment methods, vendor details, application instructions), verify directly with the facility before you submit forms or pay fees.

Steps-to-follow

  • ✓ Call Securus Customer Service at (800) 844-6591 for digital mail help (available 24/7, year-round).
  • ✓ If you’re applying for in-person, phone, or video visits, plan for the one-time, non-refundable $25 background check fee for adult visitors.
  • ✓ If you only want to receive phone calls, you can apply for phone privileges without paying the $25 background check fee.

Before submitting an application, confirm how the background-check fee is paid and where it's collected. This can vary depending on the process you're using, so double-check the instructions before you pay anything.

How to Contact an Inmate at Facility

Start by verifying the right contact point for your specific issue. The digital mail service lists Securus Customer Service at (800) 844-6591 for 24/7 support. Still, confirm you're calling the right line for your need. Questions about digital mail may go to a different team than questions about other communication services.

Next, confirm background-check fee details before you apply. The policy states a one-time, non-refundable $25 fee for adult visitors applying for in-person, phone, or video visits. People applying only to receive phone calls are exempt. Ask whether the amount is still $25, which application types it currently applies to, and which payment methods are accepted.

  1. Confirm digital mail support - Call Securus Customer Service at (800) 844-6591 and ask what information they need to look up your issue.
  2. Verify the fee policy before applying - Ask the facility’s visitation/communications staff to confirm when the one-time, non-refundable $25 background check fee applies, and whether you qualify for the “phone calls only” exception.
  3. Get the official instructions source - Ask where the current application steps are posted (and follow those instructions exactly) so you don’t lose time or money on the wrong process.

Reminder: Don't assume hours, vendor rules, or extra fees beyond what's listed here. Verify the current process before you schedule, submit an application, or pay.

Find an Inmate at ASP-PHOENIX WEST

Search for a loved one and send messages and photos in minutes.

Exact spelling helps find results faster

Free to search · Used by families nationwide
Woman using phone to connect with loved one

More from ASP-PHOENIX WEST

Applying for Visitation at Phoenix West: Fees, Timelines, and What to Expect

Applying to visit at Phoenix West is straightforward once you know the fee rules, deadlines, and how long processing takes. The sections below will help you avoid paying when you don't have to, and keep your application from stalling over missing paperwork.

Comparing Vendor Fees: The Real Cost of Paying Your $25 Visitation Background Check

That "$25 background check" can cost more than $25 once vendor transaction fees get tacked on. Here's how the common payment vendors compare, and how to keep those extra charges as low as possible.

Do You Have to Pay the $25 Fee If You Only Accept Phone Calls from an Inmate?

No. If you only want to accept phone calls from an inmate - and you're not applying for in-person or video visits - you don't have to pay the $25 background check fee. That fee is required for adult visitors applying for in-person/phone and video visits under Department Order 911, but ADCRR makes a specific exception for phone-only contacts.