Step 5: Contact the Facility’s Inmate Telephone Coordinator
| | Purpose | Phone Number | |--------------|-------------|------------------| | Securus Technologies | Customer service / unblock requests | 972‑734‑1111 | | Securus Technologies | General inquiries | 800‑844‑6591 | | GTL / ViaPath | Customer service / unblock requests | 877‑650‑4249 | | GTL / ViaPath | AdvancePay setup / deposits | 800‑483‑8314 | | GettingOut (Telmate) | Account support | 866‑516‑0115 | | ICSolutions | Customer service / unblock requests | 888‑506‑8407 | | ICSolutions | Email support | Customer@icsolutions.com |
If the incarcerated individual loses phone privileges as part of a punishment, the facility will block all outgoing calls from their PIN to every approved number. This is a facility-side block, not a recipient-side block.
Avoid switching back and forth between different cell phones or routing calls through web-based forwarding apps. Stick to one verified mobile line or a traditional landline. how to unblock a prison call
Once you successfully unblock a prison call, take these precautions:
To ensure your communication remains uninterrupted moving forward, implement these best practices.
Using speakerphone can create an audio loop or echo that the automated system flags as a security violation. 3. Regulatory and Carrier Restrictions Stick to one verified mobile line or a traditional landline
Call your mobile carrier (T-Mobile, Verizon, AT&T, etc.) and speak with customer service. Ask them the following specific questions:
If you already have a prepaid account or prefer to speak with a representative, call . Tell the representative that you want to remove a block on your telephone number. They will submit a request to have the block lifted.
Prisons use third-party companies to manage calls. If your number is blocked at the system level (often due to billing issues or security flags), you must contact the specific provider: GTL (Global Tel Link): Call their customer service at 800-483-8314 to resolve billing or block issues. Securus Technologies: Log in to your Securus Online Account under "Manage Prepaid Account" to toggle blocks, or call 972-734-1111 ICSolutions: you accept the charges
Collect calls are the traditional method: the incarcerated person places a call, you accept the charges, and the cost appears on your regular phone bill. Collect calls have several limitations:
Sarah realized her phone wasn't the issue—the carrier had flagged the call as "Scam Likely." She had to log into her Securus AdvanceConnect or ICSolutions account online.