Penmate Inmate Support Guides
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Phone Calls with Someone in IDOC: The 20-Name List, Blocking/Unblocking, and Prepaid Options

Staying in touch with someone in IDOC comes down to a few key rules and settings. Here's how the 20-name list works, what happens when calls get blocked, and how to fix billing issues that stop collect calls from coming through.

• 2 min read • in.gov
Phone Calls with Someone in IDOC: The 20-Name List, Blocking/Unblocking, and Prepaid Options

Before placing any calls, the incarcerated person must complete and sign a Telephone List. This list holds up to 20 names with their phone numbers. The cap is on people, not numbers - so if someone has two phone numbers, that still counts as one slot.

  1. Listen for the prompt during the incoming call - when the system gives you options, you’ll have a chance to block the number.
  2. Press 6 to block the call - this blocks incoming calls from a correctional facility.
  3. Enter the 4-digit PIN to confirm - the PIN is required to finalize the permanent block.

Note: Pressing 6 and confirming with a 4-digit PIN creates a permanent block. Write down that PIN somewhere safe - you'll need it (or help from customer service) to remove the block later.

If you blocked the calls and want to start receiving them again, you can request the block be removed by calling ViaPath customer service at (877) 650-4249. A representative can submit the request to lift the block on your telephone number.

Timing: Block removal typically takes about 1–2 business days.

Phone Calls with Someone in IDOC: The 20-Name List, Blocking/Unblocking, and Prepaid Options

Sometimes the problem isn't that you blocked the call - it's billing. Collect calls get billed monthly through your phone carrier. If you've received a lot of them, your carrier may hit a billing limit and stop accepting future collect calls.

  1. Call ViaPath to set up prepaid calling - contact ViaPath at (800) 483-8314.
  2. Ask to sign up for an AdvancePay prepaid account - this is a prepaid calling account option.
  3. Use the prepaid account to start receiving calls again - this is the recommended path when collect calls are blocked due to carrier billing limits.

Account Types Quick Notes

  • ✓ AdvancePay (prepaid collect) - Support: (800) 483-8314
  • ✓ PIN Debit - Support: (855) 706-2445
  • ✓ Trust Fund - Support: (888) 988-4768

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