Phone calls, video, and electronic messaging: how to connect
Communication options depend on the facility. A typical Virginia menu can include inmate phone calls, video visitation, tablets, and "friends and family messaging." Hampton's city jail lists all of those services and notes that phone accounts can be funded through inmate canteen, collect calls, or an "advanced pay" option funded by friends and family.
- Confirm the system used by the specific facility. The service provider can vary by jail, regional jail, or prison.
- Create or fund the right account. One Virginia jail directs families to register online or call 1-866-516-0115 to set up an account to receive phone calls.
- Use the vendor’s help line when setup fails. Smart Communications lists a 24/7 customer care line at 888-253-5178, and some Virginia regional jails distribute GettingOut materials that tell you to create an account online.
Federal custody in Virginia works differently. The Bureau of Prisons monitors inmate calls, and BOP records for the TRUFONE phone system indicate call recordings are stored temporarily and deleted after 180 days (or sooner if no longer needed for legal or administrative purposes). BOP also describes its TRULINCS electronic messaging as funded through the Inmate Trust Fund, not taxpayer dollars.
Common Questions
Q
How do I set up to receive phone calls or messages from an inmate?
Start by confirming which phone or messaging provider the facility uses, then create the account that provider requires. One Virginia jail instructs families to call 1-866-516-0115 or register online to set up an account to receive phone calls. If you are dealing with a Smart Communications setup or correspondence issue, their customer care line is listed as 888-253-5178 and is open 24/7.
Q
Will inmate phone calls or messages be monitored or recorded?
Yes, monitoring is common, especially in federal custody. The Bureau of Prisons states that a notice is posted next to each inmate telephone advising that calls are monitored. BOP records for the TRUFONE system also describe call recordings as stored temporarily and deleted after 180 days (or when no longer required for legal or administrative purposes).
Q
What number do I call if a vendor or phone system is not working?
Use the vendor support line listed for the system your facility uses. Smart Communications lists a 24/7 Customer Care line at 888-253-5178. For deposits at one Virginia jail, a fund-related transaction phone number is listed as 1-866-345-1884, and some GettingOut materials also list deposit support at 1-866-516-0115.
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