What to Know About IDOC's Switch from Securus to ICSolutions (Feb 2025)

IDOC started transitioning phone services from Securus to ICSolutions on February 3, 2025. The change is rolling out facility by facility, not all at once. Each facility's transition typically takes about two weeks. Your loved one should get details about their specific facility's switch date. If calls suddenly look different or pause briefly, their facility may simply be in the middle of the changeover.

During the changeover, information tied to the incarcerated person should move to the new system. That includes their phone credits and phone list transferring to ICSolutions as part of the facility's transition. For family and friends, it works differently. If you have money in a Securus Advance Connect account, you'll need to handle that separately (details below).

1. Wait until the facility’s transition is complete Then focus on any remaining Securus Advance Connect balance you still have.
2. Call Securus Contact Securus at 1-800-844-6591 and ask about a refund for your Advance Connect account balance.
3. Follow Securus’s refund process They will tell you what information they need and how the refund will be issued.

Once the switch is complete, ICSolutions domestic calls are $0.008 per minute. That's a small drop from the prior rate of $0.009 per minute. Rates can feel confusing during any vendor change. If you're tracking costs, save a few call records from before and after the transition so you can compare charges under each system.

1. Create an ICSolutions prepaid account This is the account IDOC uses for friends and family who want to pay for calls they receive.
2. Add funds to your prepaid balance Once your account is set up, fund it so there is money available when your loved one calls.
3. Use the prepaid account to cover incoming calls With a funded prepaid account, you can pay for calls received from an individual in custody through ICSolutions.