Penmate Inmate Support Guides
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Who to Contact When Something Goes Wrong with Inmate Services (phone, video, e-messaging, or deposits)

When inmate services glitch—calls won't connect, video freezes, messages won't send, or deposits go missing—knowing who to contact saves hours of frustration. Here are the most direct ways to report problems at the Christina Melton Crain Unit (TDCJ).

• 1 min read • tdcj.texas.gov
Who to Contact When Something Goes Wrong with Inmate Services (phone, video, e-messaging, or deposits)

Having trouble with the Inmate Telephone System, e-messaging, tablets, or Securus video visitation? These fall under TDCJ's Inmate Technology Services (ITS). File a complaint through the ITS Contact Form, or send it by mail to: Texas Department of Criminal Justice, Information Technology Division, Inmate Technology Services Contract Manager, PO Box 4016, Huntsville, TX 77342-4016. Email works too: offenderphones@tdcj.texas.gov.

Prefer to talk to someone? Call (866) 806-7804 for ITS-related issues. Phone support is available Monday through Friday, 8 a.m. to 4 p.m.

For problems specific to Securus remote video visits - registration issues, visits that won't connect - call Securus Customer Service directly at (877) 578-3658.

Who to Contact When Something Goes Wrong with Inmate Services (phone, video, e-messaging, or deposits)

Mailed a trust-fund deposit that never posted? Send the completed deposit slip and money order to: Inmate Trust Fund, PO Box 60, Huntsville, TX 77342-0060.

  • ✓ Include the sender’s name and address when making a deposit to an offender’s account.

Most phone, video, and account forms require the offender's TDCJ number. Don't have it? Call (936) 295-6371 or (800) 535-0283 to request it.

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