Penmate Inmate Support Guides
Phone & Messaging

What Happened to Your Securus Account: IDOC’s Switch to ICSolutions

If your calls from Illinois prisons suddenly look different, here's why: IDOC is switching phone service from Securus to ICSolutions. Here's what that means for your account, your balance, and what you need to do next.

• 2 min read • idoc.illinois.gov
What Happened to Your Securus Account: IDOC’s Switch to ICSolutions

IDOC will begin moving phone services from Securus to ICSolutions starting as early as February 3, 2025. The switch isn't happening everywhere at once - facilities are transitioning one by one, and the full rollout should take about two weeks. Your loved one will get details specific to their facility's transition date, so timing varies depending on where they're housed.

To get set up on the new system, IDOC directs friends and family to ICSolutions’ Illinois IDOC page for instructions on creating an account.

Good news: phone credits held by the person in custody should transfer over. IDOC says all individual in-custody phone credits will move from Securus to ICSolutions during the switch.

Their phone list should transfer too. IDOC says inmate phone contact lists (PAN) will carry over to the new system, so approved numbers shouldn't need to be set up again from scratch.

Heads up: Securus Advance Connect balances held by friends and family don't transfer automatically to ICSolutions. There's no cutoff date to buy minutes before the switch, but IDOC recommends keeping enough funds on your Securus Advance Connect account for one to two weeks of calls.

Expect a short gap in service during the changeover. IDOC anticipates a one- to two-day phone service interruption while Securus account funds and data transfer to ICSolutions. If something unexpected comes up, delays could last longer.

Call costs should drop slightly once ICSolutions takes over. IDOC says the domestic call rate will be $0.008 per minute, down from $0.009 per minute.

What Happened to Your Securus Account: IDOC’s Switch to ICSolutions

Refunds and Contacts

  • ✓ If you have money sitting in a Securus Advance Connect account, remember it will not transfer automatically to ICSolutions.
  • ✓ After the transition is complete, contact Securus at 1-800-844-6591 for information about refunding your Securus Advance Connect balance.
  • ✓ You can also visit the Securus website (securustech.net) for refund information after the transition.

Find an Inmate at Vienna Corrections Center, IL

Search for a loved one and send messages and photos in minutes.

Exact spelling helps find results faster

Free to search · Used by families nationwide
Woman using phone to connect with loved one

More from Vienna Corrections Center, IL

How IDOC Handles Incoming Mail: Scanning, What’s Not Scanned, and Prohibited Materials

IDOC scans most incoming, non-privileged mail before delivering it. Knowing what gets scanned, what doesn't, and which materials are flat-out prohibited helps you avoid rejected mail and frustrating delays.

How IDOC Phone Service Works and What the Securus → ICSolutions Transition Means for Families

If your loved one is in Illinois Department of Corrections (IDOC) custody, phone calls work differently than you might expect. Here's how calls are funded, what's changing during the Securus to ICSolutions transition, and what to do with any remaining Securus balance.

How Illinois Prisons Handle Visitor Searches and What That Means for You

Visiting someone in an Illinois Department of Corrections facility? Expect security checks as part of the process. Visitors, vehicles, and items brought onto State property are all subject to search, and refusing a search can cost you your visiting privileges.