Phone calls, messaging, and video visits: how they work and who pays

A common point of confusion: many facilities do not accept incoming calls for people in custody. Instead, your loved one places outbound calls using the facility's phone system. You typically pay by setting up a prepaid account or funding a phone number through the facility's vendor. Some jails use Securus Technologies for outbound calls and allow prepaid accounts. Washington DOC notes there is no application or verification process required to be eligible to receive phone calls from an incarcerated individual. Benton County Jail describes two ways to fund calls: adding funds to the inmate's commissary account or funding a specific phone number through ViaPath ConnectNetwork.

Video visits vary by facility. Washington DOC states that video visits are recorded and monitored for compliance with policy and facility rules. Unapproved individuals participating can lead to suspension or termination. If your facility uses Securus Video Connect, here is a practical troubleshooting note: do not use Chrome or Microsoft Edge to join scheduled Video Connect sessions. Switch to an alternative browser.