How to Contact an Inmate at Facility

IDOC is switching phone services from Securus to ICSolutions, starting as early as February 3, 2025. The changeover rolls out facility by facility, so the timing depends on where your loved one is housed. During the switch, the individual's in-custody phone credits and phone lists (PAN) are expected to carry over to the new system. That keeps things consistent on their end. What does not automatically move over is money sitting in a friends-and-family Securus Advance Connect account. You'll need to handle that separately. Don't assume your old balance will be available once the facility has moved to ICSolutions.

There are two ways to pay for phone calls. You can create and fund a Friends & Family prepaid account through ICSolutions, which covers calls you receive from the individual in custody. Alternatively, you can add money to the individual's trust account. They can then use those funds to purchase phone minutes through commissary.

Steps to Follow

• ✓ Create and fund a Friends & Family prepaid account through ICSolutions if you want to pay for calls you receive.
• ✓ Add money to the individual’s trust account if you want them to purchase phone minutes through commissary.

1. Follow the facility’s transition timing - IDOC began moving from Securus to ICSolutions starting as early as February 3, 2025, and each facility transitions on its own schedule.
2. Use ICSolutions support for call issues - For questions about calls, contact ICSolutions Customer Service at 888.506.8407 or email Customer@icsolutions.com.

What to Verify

• ✓ The facility’s phone-provider switch date (since the transition is facility by facility).
• ✓ Whether the individual’s phone credits and phone list (PAN) have fully transferred to the new system.
• ✓ Whether you have any remaining funds in a friends-and-family Securus Advance Connect account that need to be refunded, since those funds do not transfer automatically.

For questions about calls on the ICSolutions system, IDOC directs friends and family to ICSolutions Customer Service at 888.506.8407 or Customer@icsolutions.com. If you still have a balance in a Securus Advance Connect account, contact Securus at 1-800-844-6591 for refund information. During the transition, check facility notices and provider communications for the most current timing and account-transfer updates.