Who to Contact for Phone, Tablet, E-messaging or Video Problems at Crain Unit

The Inmate Technology Services office handles general questions about the Inmate Telephone System (ITS), e-messaging, inmate tablets, and Securus video visitation. As of February 2, 2026, their calling hours are Monday through Friday, 8 a.m. to 3 p.m. They're closed on state-recognized holidays.

Prefer to put it in writing? Email Inmate Technology Services at offenderphones@tdcj.texas.gov. This address works for ongoing issues, vendor complaints, or anything related to phones, e-messaging, tablets, and Securus video visitation.

For questions about Inmate Telephone System enrollment or other phone-related issues, call the helpline at (866) 806-7804. Hours are Monday through Friday, 8 a.m. to 4 p.m.

• ✓ Have the inmate’s TDCJ ID number ready before you register to receive calls.
• ✓ If you don’t know the TDCJ ID number, you can look it up through the online inmate search or request it by phone at (936) 295-6371 or (800) 535-0283.

Having trouble with a Securus remote video visit - connection issues or problems during the call? Contact Securus Customer Service directly at (877) 578-3658.

1. Use the ITS Contact Form - Submit a complaint about vendor service for the Inmate Telephone System, E-Messaging service, inmate tablets, or Securus video visitation using the ITS Contact Form.
2. Email your complaint - Send details to offenderphones@tdcj.texas.gov.
3. Mail a written complaint - Address it to: Texas Department of Criminal Justice, Information Technology Division, Inmate Technology Services Contract Manager, PO Box 4016, Huntsville, TX 77342-4016.