Phone rules at Indiana DOC: the 20-name list and how to unblock your number
If calls aren't coming through, it usually comes down to two things: the number isn't on your loved one's approved list, or it's blocked. Here's how the Indiana DOC phone list works—and how to request an unblock through ViaPath.
Before anyone in Indiana DOC can make outgoing calls, they have to fill out and sign a Telephone List. This list holds up to 20 names and phone numbers - no more. The key thing to understand: the list is created from the inside. Your number has to be one of the numbers they put on that signed list, or calls won't go through.
Key takeaway: If your phone number isn’t on the incarcerated person’s 20-name Telephone List, they won’t be able to call you.
Shared numbers can get tricky. Since the 20-name list is tied to specific phone numbers your loved one submits, a household landline or family member's phone only works if that exact number is on the list. If you're relying on a shared line, double-check that they added the precise number they're trying to reach.
- Call ViaPath customer service at (877) 650-4249 - tell the representative you want to remove a block on your telephone number.
- Ask them to submit the unblock request - ViaPath will submit the request to have the block removed, and the usual time frame is 1–2 business days.
Timing: Block removals typically take 1–2 business days after ViaPath submits the request.
Indiana DOC phone services involve a few different account types. Knowing the names helps when you're troubleshooting call problems or adding funds. A Trust Fund account is money the incarcerated person can spend like cash at commissary - friends and family can deposit into it. IDOC/ViaPath also has toll-free support numbers for AdvancePay, PIN Debit, and Trust Fund accounts if you need help with setup, funding, or account questions.
- ✓ Trust Fund - friends and family can deposit money; the incarcerated person can use it for commissary purchases.
- ✓ PIN Debit - a phone account type supported by IDOC/ViaPath.
- ✓ AdvancePay - a phone account type supported by IDOC/ViaPath.
- ✓ Provider support - IDOC/ViaPath lists toll-free phone numbers for AdvancePay, PIN Debit, and Trust Fund help.
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