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What Happens If Your Loved One Loses Their Phone PIN at Halifax Correctional

If your loved one at Halifax Correctional suddenly can't make calls, a forgotten phone PIN is often the culprit. Here's how the phone login works, what happens if a PIN is misused, and exactly how an inmate can report the problem and get a replacement.

• 2 min read • vadoc.virginia.gov
What Happens If Your Loved One Loses Their Phone PIN at Halifax Correctional

At Halifax Correctional, inmates can't just pick up the phone and dial. They need two things to log in: their DOC ID number and a four-digit PIN. Without the PIN, they're locked out until the issue gets resolved.

Note: Using the phone system means the inmate consents to monitoring and recording of calls, except for properly verified attorney calls.

The PIN isn't just a convenience - it's tied directly to phone access. If it's misused, the facility can revoke telephone privileges temporarily or permanently. Your loved one should treat their PIN like a password: don't share it, and don't let anyone else use it.

  1. Dial the vendor hotline using #21 - If your loved one is having PIN problems, they can report the issue to the contract vendor by dialing the short code #21.
  1. Request a new secured PIN through the vendor process - When a PIN is lost or replaced, the contract vendor provides the inmate with a new secured PIN using the GTL Viapath Hotline Response form 440_F12.

Tip: The inmate starts this process from inside by dialing #21. The replacement PIN is handled through the vendor's GTL Viapath Hotline Response 440_F12 process.

What Happens If Your Loved One Loses Their Phone PIN at Halifax Correctional

If calls suddenly stop, two things are most likely: a PIN problem, or a loss of phone privileges due to misuse. When you're able to reach your loved one again, ask whether they're locked out because they lost their PIN and whether they reported it by dialing #21. If they did, ask whether the vendor issued a replacement secured PIN through the GTL Viapath Hotline Response form 440_F12.

  • ✓ Ask your loved one if they’re having a PIN problem and if they dialed the vendor hotline using #21.
  • ✓ Ask whether the vendor provided a new secured PIN through the GTL Viapath Hotline Response form 440_F12.
  • ✓ If they say it’s not a forgotten PIN, ask whether their telephone privileges were removed temporarily or permanently due to PIN misuse.
  • ✓ If you still don’t have clarity, follow up with your loved one once their phone access is working again and confirm what changed.

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