What to Do When Your Loved One's Inmate Phone PIN Stops Working at Marion CTC

At Marion Correctional Treatment Center, every inmate's phone PIN starts as their birth date in MMDD format - four digits, month then day. So if someone was born on January 5, their PIN would be 0105. This is what they enter to access the phone system.

When a PIN stops working, the inmate needs to report it themselves from inside the facility. They can do this by dialing #21 on the phone system, which connects them directly to the telephone vendor's hotline for PIN issues. If you're trying to help from the outside, pass this along: the report has to come from the inmate through #21.

Once the inmate reports a lost or broken PIN, the vendor doesn't just reactivate the old one. Instead, they issue a brand-new secured PIN through the GTL Viapath Hotline Response 440_F12 process. So after reporting the issue, expect a replacement PIN - not a return to the original.

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• ✓ Start by confirming the default PIN format: four digits based on the inmate’s birth month and day (MMDD).
• ✓ Have the inmate report the PIN problem to the telephone contract vendor by dialing #21 (the vendor hotline).
• ✓ If the PIN is lost or replaced, expect the contract vendor to issue a new secured PIN using the GTL Viapath Hotline Response 440_F12.