How Illinois Prison Phone Calls Work (ICSolutions): Funding, Costs, and Getting Help
Phone calls from Illinois Department of Corrections facilities—including East Moline Correctional Center—all run through one system. How you fund those calls determines what gets charged and who pays. Here's how the two funding options work, how to set up prepaid calling, and where to turn if you hit billing problems or blocked calls.
Illinois Department of Corrections uses ICSolutions (ICS) as its sole provider for in-custody phone services. Receiving calls from someone at East Moline Correctional Center? This is the system you'll deal with for account setup and billing questions.
Calls from East Moline Correctional Center can be funded two ways. You can pay on your end through a Friends & Family prepaid ICS account, or the person inside can buy phone minutes through commissary using their trust account balance. The method you choose determines where money needs to be loaded - and who gets charged when the call connects.
- Choose Friends & Family Prepaid - this is the option where you fund the calls you receive.
- Go to the ICS Corrections facility page for Illinois DOC - that’s where you’ll create the prepaid account used for IDOC facilities.
- Add funds to the prepaid account - once it’s funded, it can be used to pay for calls you receive from your loved one.
The second option: deposit money into the incarcerated person's trust (commissary) account. They can then buy phone minutes through commissary. This works well if you want them to control when and how minutes get used, since the purchase happens on their side rather than through your phone account.
IDOC publishes an ICSolutions Phone Call Cost Comparison document showing example per-minute rates and total costs for 10-minute and 20-minute calls. It's meant to help you compare what a call costs when funded through a Friends & Family prepaid account versus commissary-purchased minutes.
Note: The cost comparison numbers are examples - taxes and fees may apply and can change. Totals round up to the nearest cent, and partial minutes round up too. The document also clarifies that no fees go to the vendor; charges are government-related.
For questions about collect or prepaid-collect phone account billing, call ICSolutions customer service at 888.506.8407. This is the main help line for account issues tied to IDOC phone calling.
- ✓ Call ICSolutions customer service at 888.506.8407 if you need help with collect or prepaid-collect billing questions.
- ✓ If you blocked a number by mistake (or need a number unblocked so calls can come through), contact ICSolutions at 888.506.8407.
- ✓ You can also request unblocking by email: Customer@icsolutions.com.
- ✓ If you’re seeing billing problems connected to receiving calls, use the same phone number and email so ICS can review the account.
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