Phone Calls with Someone at Heritage Trails: 20‑Name List, Billing Limits, and How to Unblock Calls
Phone calls at Heritage Trails come down to three things: whether you're on the approved 20-name list, whether your phone can accept collect billing, and whether your number has been blocked. Here's how it all works—and what to do when calls suddenly stop.
The person at Heritage Trails has to set things up on their end first. They'll need to complete and sign an Incarcerated Individual's Telephone List with up to 20 names and phone numbers. If your name and number aren't on that signed list, they won't be able to call you.
The 20-name cap is based on people, not phone lines. If two family members share one home phone, each person still counts separately toward the 20-person limit.
Calls often come through as collect calls. That means you - the person receiving the call - get billed, with charges showing up on your monthly phone bill. If you're seeing charges from your carrier rather than paying ahead of time, that's what's happening.
Note: If you receive a high number of collect calls, you can hit your carrier’s billing limit and end up blocked from receiving future collect calls.
- ✓ Your local telephone company doesn’t offer billing on collect calls
- ✓ You’ve reached the maximum dollar amount limit allowed for collect calls
- ✓ You’re trying to receive collect calls on a cell phone or work phone
If collect calls aren't going through due to billing limits or carrier restrictions, prepaid is the workaround. Sign up for a prepaid calling account (AdvancePay) through ViaPath by calling (800) 483-8314. This lets you receive calls without relying on collect billing through your carrier.
- Call ViaPath customer service - Dial (877) 650-4249 and ask to speak with a representative.
- Request block removal - Tell them you want the block removed from your phone number; ViaPath will submit the request.
- Wait for processing - Block removals typically take 1–2 business days.
Note: You can permanently block future calls by pressing “6” when prompted and setting a 4‑digit PIN to confirm the block.
Need to decline a call in the moment? Just hang up or press
If you keep hitting billing limits - or your phone simply can't accept collect calls (common with cell phones, work phones, or certain carriers) - prepaid is usually the cleanest fix. Call ViaPath at (800) 483-8314 to set up an AdvancePay account. It's also worth checking with your phone provider about collect-call support and any dollar limits they impose, since carrier rules are a common reason calls get blocked.
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