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Phone vendor switch (Securus → ICSolutions): refunds, contact numbers, and new call rates

When your loved one's facility switches from Securus to ICSolutions, here's what matters: timing, getting refunds for any Securus Advance Connect balance, and understanding the new per-minute rate.

• 1 min read • idoc.illinois.gov
Phone vendor switch (Securus → ICSolutions): refunds, contact numbers, and new call rates

IDOC began transitioning phone services from Securus to ICSolutions starting as early as February 3, 2025. The rollout is happening on a facility-by-facility basis, so the exact switch date depends on where your loved one is housed.

Phone vendor switch (Securus → ICSolutions): refunds, contact numbers, and new call rates

Money in your Securus Advance Connect account won't transfer to ICSolutions automatically - you'll need to handle that separately. Once the transition is complete, contact Securus at 1-800-844-6591 or visit www.securustech.net to request a refund.

Refunds (Securus Advance Connect): Balances won't transfer to ICSolutions. After the switch, call Securus at 1-800-844-6591 or visit www.securustech.net for refund details.

Need help with ICSolutions collect or prepaid collect service? Call 888.506.8407. Use this number to set up service or troubleshoot any issues with receiving calls.

The new domestic call rate under ICSolutions is $0.008 per minute - down from $0.009 per minute with Securus. A small difference, but it adds up if you're budgeting for regular calls.

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