ICSolutions and the Phone Switch: What Families Need to Know About IDOC's Phone Transition
IDOC has switched phone services from Securus to ICSolutions. This affects how you set up accounts, what transfers automatically, and what you'll need to do to recover any leftover Securus balance.
IDOC has transitioned phone services from Securus to ICSolutions. If you want uninterrupted calls during the changeover, set up your ICSolutions account now - don't wait until your loved one's facility switches and you're caught off guard.
The switch is rolling out facility-by-facility, starting as early as February 3, 2025. Expect a brief interruption - one to two days - when each facility cuts over. Calls will stop temporarily, then resume once that location goes live on the new system.
Some things transfer automatically. Phone credits your loved one already has in custody, plus their approved phone list (PAN), will carry over to ICSolutions. They won't need to rebuild their contact list from scratch.
What doesn't transfer automatically: money in your Securus Advance Connect account. If you have a balance there, you'll need to take action to get it back. It won't just appear in ICSolutions after the switch.
Refunds
- ✓ Call Securus at 1-800-844-6591 to ask about refunding any remaining balance on a Securus Advance Connect account.
- ✓ Visit www.securustech.net for more information about account balance refunds.
Under ICSolutions, domestic calls run $0.008 per minute - down slightly from the previous $0.009 per minute. A small difference, but useful for estimating how long your funds will last.
Note: Call filters and spam blockers can send IDOC/ICSolutions calls to voicemail or block them entirely. ICSolutions recommends saving the displayed caller number as a contact and marking it as a favorite.
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