Phone calls: setting up prepaid accounts and avoiding missed calls
- Create your phone account. Pennsylvania DOC states you must create a phone account through Securus to receive calls from an inmate.
- Save the calling number. Calls through Securus may appear as spam, so storing the number in your contacts can help the call come through.
- Contact your mobile carrier if calls are blocked. Pennsylvania DOC advises you can call your carrier and tell them the number is authorized.
- Use the vendor for support. For account help, Securus provides customer support at 800-844-6591.
Not every problem requires a phone call. If you're trying to fix messaging or tablet access issues, Pennsylvania DOC directs families to ViaPath Technologies Friends and Family Customer Service at 877-650-4249.
Common Questions
Q
Can I record, upload, or share a video visit?
No. Pennsylvania DOC states that recording, uploading, sharing, or otherwise distributing a video visit is not authorized.
Q
How do I get set up to receive phone calls from an inmate?
For someone in a Pennsylvania DOC facility, the DOC states you must create a phone account through Securus to receive calls. If you need help with the account, Securus support is listed at 800-844-6591.
Q
What are typical video visit hours and costs I should plan for?
Hours and fees can vary by facility, but one Pennsylvania example (Allegheny County) lists video visitation hours as 9 am to 9 pm daily (pending operational status). That same example lists a cost of $0.25 per minute and a 30-minute time limit.
Q
How can I add money for an inmate's tablet or commissary?
Start by confirming what the facility uses. Some facilities state you can add funds to an inmate trust account to pay for tablet services, and Pennsylvania DOC advises families to review the “JPay Information” link for electronic deposits for DOC inmates. You can also see providers like Access Corrections listed for sending money, depending on the agency.
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