Prepaid Collect Calls

You do not have to contact anyone prior to receiving phone calls using Prepaid Collect - on your first accepted call you will be automatically be given the opportunity to set up a Prepaid Collect Calling Plan with a customer service representative. Alternatively, called parties can contact ICS Corrections' billing agent ICSolutions at 888-506-8407 or www.icsolutions.com.

• Note that taxes are separate from the Prepaid Collect balance.
• A maximum purchase amount of $100 to fund account balance.
• Purchases are posted on the same day.

Debit Phone Time

A Debit (Inmate-Paid) account is a convenient alternative for friends and family to deposit funds directly into inmates' calling accounts. Debit account service is available through ICS Corrections' billing agent ICSolutions at 888-506-8407 or www.icsolutions.com.

• The Prepaid Collect purchase rules and fees also apply to Debit
• Once payment is received, the funds belong to the inmate
• Debit is also more flexible than Prepaid Collect. Inmates may call any telephone number (not just the number associated with a Prepaid Collect Calling Plan) including international and cellular numbers.

Debit phone time can also be purchased directly by inmates through commissary, using funds from their inmate banking account. Please click here to find out how to send money to an IDOC inmate.

• Visa and MasterCard credit cards
• Debit Card
• Western Union
• Money order or cashier's check

Yes. You may accept calls on your cell phone by setting up a Prepaid Collect Calling Plan through ICS Corrections' billing agent ICSolutions, by simply following the prompts during your first accepted call, or by contacting them at 888-506-8407 or www.icsolutions.com. Debit calling also allows for calls to cell phones.

Please click here to view the rate table

There are Three Ways to Purchase Prepaid Services (Prepaid Collect + Debit):

1. Online: The fastest and easiest way to purchase prepaid phone services is by using the Online Payment Processing Service. This service allows you to conveniently purchase prepaid phone services using a credit or debit card. As soon as your payment is complete, you will have access to the services just purchased.
2. By phone: Toll-free customer service is available 24/7/365 at 888-506-8407.
3. By mail: To purchase prepaid phone services using a certified check or money order (we are sorry but personal checks are not accepted), please mail to:

For Prepaid Collect:

• ICS Corrections, Inc./ICSolutions
• Attn: Customer Service Department / Prepaid Collect Calling Plan
• 2200 Danbury Street
• San Antonio, TX 78217

When purchasing prepaid phone services through a mail-in purchase, please be sure to include with your payment, your name, address and the designated telephone number to which you wish to receive calls.

For Debit:

• ICS Corrections, Inc./ICSolutions
• Attn: Customer Service Department / Debit Telephone Account
• 2200 Danbury Street
• San Antonio, TX 78217

When purchasing debit phone services through a mail-in purchase, please be sure to include with your payment:

• Your Name
• Your Address
• Your Daytime Telephone Number
• Name of the Facility
• Inmate's Name
• Inmate's Facility ID Number

Blocks on Phones

When you receive a call from IDOC inmates, you will be given the option to refuse that call. Additionally, you will be given the option to block all future calls from IDOC.

If a called party pushes the wrong button and blocks their phone number in error, please call ICS Corrections Customer Service at 888-506-8407.

The Inmates complete a concern form provided by IDOC and place it into a drop box for resolution.

The following restrictions may be applied by the IDOC to inmate calls:

• Limits on length of calls (currently 30 minute maximum), limits on number of calls to the same number in a given length of time, in addition to call monitoring, recording, and inmate voice validation (in order to place calls).
• Blocks on types of phone numbers (such as 800 numbers) or selected phone numbers.
• Temporary or permanent denial of phone usage rights for such reasons as disciplinary problems or requests by a called party.

Pre-addressed post cards are typically provided at release for inmates to mail in debit refund requests. Alternatively, an Online Request Form is available and may be mailed to:

• ICS Corrections, Inc./ICSolutions
• Debit Refund Request
• 2200 Danbury Street
• San Antonio, TX 78217

• Requests must include the inmate's name, inmate I.D. number, residential address, daytime phone number, and date of release.
• For records retention purposes, refunds must be received within 30 days of release
• Please allow up to eight weeks for the refund to be received.

Simply call 888-506-8407. If refunding to the credit or debit card on file, refunds are available on the same day requested, typically within 15 minutes.

Written requests can be mailed to:

• ICS Corrections, Inc./ICSolutions
• Prepaid Collect Refund Request
• 2200 Danbury Street
• San Antonio, TX 78217

• Include your name, address and the phone number associated with your Prepaid Collect Calling Plan.
• Please also allow up to eight weeks for refunds by mail to be received.

Calls can disconnect for a variety of reasons including:

• Accepting call waiting
• Using a cell phone or VoIP number (phone service over the internet)
• Dropped calls from a cell phone or VoIP number (phone service over the internet) due to poor coverage
• Placing a call on hold
• Security reasons within the facilities

Simply call the direct billing line at 800-464-8957.

Once prepaid phone services are purchased for a Prepaid or Debit Telephone Account, calls can be accepted almost immediately thereafter.

Please call our toll-free customer service hotline at your earliest convenience: 888-506-8407. ICS Customer Care Representatives are available 24 hours a day, 365 days a year, to assist with these kinds of issues. Our representatives can investigate technical problems with your phone call, including listening to the call recording to determine the cause. If it is determined that the problem was not caused by another external factor (for example, a bad cell phone connection), our Customer Care Representative can credit phone services back to the account that was used for the call.

IDOC email and video visitation is provided through ICS Corrections partner JPay. Please visit JPay.com to get started or for technical assistance. Please note that video visitation is still in the process of being implemented at IDOC.

All international calls are paid for by the Inmate’s Debit Account.

The calling rates for international calls are changed quarterly to comply with the FCC regulatory requirements. The updated rates are based on the actual cost to connect calls to each individual country plus $0.12 per minute.

International calling rates vary by country.

For current country-specific rates, click here.