How do I prevent an inmate from calling me?

You may call customer service at 1-866-516-0115 and select option #5 through the automated system to block an inmate.

How do I leave a voicemail for an inmate?

Call Customer Service to leave a voicemail. Availability and rates vary by facility.

What is the cheapest way to accept phone calls from an inmate in a facility that uses Telmate phone services?

Prices vary by facility, but setting up a Friends & Family Account is the cheapest way to accept a phone call from an inmate. Collect calls and Quick Connect calls (which only pay for individual calls) are generally more expensive.

Can I deposit money that the inmate can use to call any authorized contact?

Yes. With the Inmate Account, funds go into the inmate’s account to pay for communication services (phone calls, video visits, messaging, etc.) with a list of authorized contacts.

Can I deposit money that the inmate can use to only call me?

Yes. With the Friends & Family Account, you can choose to deposit funds that can be used to only call a specific phone number. Just choose the phone number you would like to use.

Introduction to Telmate Phones

This video introduces you to the Telmate Phone System.

Telmate provides a variety of ways to communicate with your loved one, including phone calls.

You can get in touch with your inmate by phone in one of two ways:

  1. The first way is to set up an account in advance, so you can receive calls.
  2. Or you can wait until you receive your first phone call from an inmate and deposit funds when prompted to continue the call. Then you can set up an account later, after the call.

The easiest way to set up an account is to do it in advance at gettingout.com. You can also set up an account in advance by calling Customer Service or at the kiosk in the facility lobby.

Follow these steps to set up your account in advance:

  1. From gettingout.com, click Create Account and continue as a new user.
  2. Find your facility. In the account section, choose the type of account that’s right for you.
  3. If you want the inmate to call only you, deposit funds into a Friends and Family Account. Just choose the phone number you’d like to use. You can check your balance at anytime by logging in to your gettingout account. If you want to receive calls at an additional number, simply add that number to your account and select it when making a deposit.
  4.  If you want the inmate to be able to call anyone else, deposit funds into an Inmate Account. This allows the inmate to control their funds, and the ability to call any approved contact. If you want to know what the inmate’s account balance is, leave a voicemail asking them to call you back with that information.
  5. Once you make a deposit, all the inmate needs to do is check their voicemail, and once they know you’ve made a deposit, then they can call you. Your deposit is immediately available for the inmate to use.
  6. After you make a deposit, you’ll be asked to create a username and password. Use this information to log back into your account and make future deposits.

What to do when an inmate calls:

  1. When you receive a call from an inmate, you may be asked to complete some verification questions to confirm your identity. This is a simple process that only takes a moment, and helps prevent fraud. You can rest assured that your communication is safe and secure.
  2.  If you haven’t set up an account when you receive a call, you’ll be asked to provide credit card information to continue the call. Afterwards, you can go to gettingout.com and create your account.

More information:

  • You can also leave a voicemail for your inmate by calling Customer Service. The next time your inmate picks up the phone, they’ll hear your voicemail.
  • If you make a deposit that’s over $50, you’ll receive free voicemails that you can use for up to 60 days after your purchase.
  • If your inmate is transferred to another facility that uses Telmate, the funds on your account can still be used.

Do you offer monthly plans to allow the inmate to make unlimited calls?

We currently don’t offer monthly plans, packages or unlimited options. With a Friends & Family Account, you determine how much you want to deposit. You can make a deposit at any time and also set up recurring deposits. Once funds run out, another deposit can be made to re-load your account. As a bonus, Telmate occasionally offers one or more free voicemails with Friends & Family deposits over a certain amount.

See Also:
How to deposit funds  
How do I set up an account and what are my deposit options?
 

I just received a call from a jail or prison that uses your service, what do I do?

If you’re unsure of who called you, contact our Customer Service [email protected] 1.866.516.0115 to help you figure out the name of the caller and the facility they called from. If you know the caller and would like them to call you back, Customer Service can help you deposit funds for them so they can call you back. If you don’t know the person, or don’t want them calling you, the representative can block your phone number to prevent future calls.