Penmate Inmate Support Guides
Visitation

Why Your Visitation Request Says 'Call Unit' (And What to Do Next)

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• 2 min read • tdcj.texas.gov
Why Your Visitation Request Says 'Call Unit' (And What to Do Next)

In the TDCJ online visitation scheduler, the “Schedule Visit” button isn’t always available. If that spot is blank or it shows “Call Unit,” the next step is to schedule by phone through the inmate’s unit of assignment - for this situation, that means calling the Garza East Unit to set up the visit.

Quick takeaway: If the scheduler shows “Call Unit,” don’t keep refreshing or re-submitting - call the inmate’s unit of assignment (Garza East Unit) to schedule.

One common reason online scheduling gets stuck is your account setup. The Online Visitation Background Questionnaire has to be fully completed - every question - before you can move forward with creating your visitor account. If anything in that questionnaire is incomplete, it can keep you from getting to the point where online scheduling works the way you expect.

Even when your visitor/inmate relationship has been confirmed, the unit can still require you to schedule by phone. The scheduler guide specifically says that when the “Schedule Visit” button is blank or replaced with “Call Unit,” you should call the inmate’s unit of assignment to schedule the visit. In other words: the system is telling you the unit needs to handle the scheduling step directly.

Before You Call

  • ✓ Confirm you answered every question in the Online Visitation Background Questionnaire (you can’t proceed to the next step until it’s complete).

If you’re looking at your profile and wondering why you can’t schedule, pay attention to where your person shows up. Once TDCJ confirms the visitor/inmate relationship, it moves into your verified relationships - and that’s when you’ll normally see scheduling options next to their name. If you’re not at that stage yet, finishing the Background Questionnaire (every question) is a smart first check before you spend time on the phone.

Why Your Visitation Request Says 'Call Unit' (And What to Do Next)

How to Prepare Call

  • ✓ The email address you used for your online visitor profile
  • ✓ The inmate’s TDCJ or SID number (entered and read as an 8-digit number)
  • ✓ Whether you completed every question in the Online Visitation Background Questionnaire
  • ✓ A note that the scheduler’s “Schedule Visit” button was blank or showed “Call Unit,” and you’re calling the inmate’s unit of assignment (Garza East Unit) to schedule

Tip: When you call, say up front that the scheduler showed “Call Unit,” and be ready to provide the inmate’s TDCJ/SID as 8 digits (read it slowly).

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