- Who are we?
- Once prepaid phone services are deposited, how long does it take before I can receive phone calls?
- What are my purchase payment options?
- How do I avoid disconnections?
- I used to receive Collect Calls, but now I can’t. What changed?
- How do I set up an account and purchase prepaid phone services?
- Can I have more than one Prepaid Account?
- Can I receive calls from more than one inmate?
- My phone call was inaudible or was disconnected prematurely. How can I get a refund for the cost of that call?
- How can I get a refund for my unexpired prepaid phone services?
- How can I leave a voicemail message for an inmate?
- Are my phone calls recorded?
- I am an attorney. How can I ensure that my phone calls will not be recorded or monitored?
- Does ICSolutions offer a Direct Billing option?
1. Who are we?
ICSolutions is the inmate telephone service provider at the facility where your friend or family member lives.
2. Once prepaid phone services are purchased, how long does it take before I can receive phone calls?
Once prepaid phone services are purchased for a Prepaid or Debit Telephone Account, calls can be accepted almost immediately thereafter.
3. What are my purchase payment options?
You may purchase prepaid phone services for a Prepaid or a Debit Telephone Account, using the following payment options:
- Visa and MasterCard credit cards
- Debit card
- Western Union
- Money order or cashier’s check.
4. How do I avoid disconnections?
- Do not attempt a three-way call
- Do not use call forwarding or call waiting
- Do not press numbers on the key pad after you’re connected
- Avoid long periods of silence during conversations
- Avoid using tele-zappers
5. I used to receive Collect Calls, but now I can’t. What changed?
There are many reasons why a telephone may be unable to receive collect calls. If you have received collect calls in the past and have not yet paid your bill, it is possible that collect calling has been temporarily disabled on your phone until the end of your billing cycle, when your balance can be lowered through payment. Many phone companies establish upper limits on the amount of collect calling that can be charged to a phone number in a given month. These limits are designed to protect consumers by preventing them from inadvertently running up very high phone bills that they may not be able to pay. If you have reached your limit and desire to receive more phone calls, we recommend setting up a Prepaid Account or a Debit Telephone Account which will allow you to continue receiving phone calls.
If you recently changed your telephone service, that change may have rendered your phone to no longer accept collect calls. Cell phone carriers, for example, do not typically allow their customers to receive collect calls on their cell phones. You might also have problems with collect calling if you use a VoIP/internet-based phone (service provided through your cable company or a VoIP provider like Vonage) or if your phone is a business phone.
Our prepaid phone services for a Prepaid Account or a Debit Telephone Account are designed to allow inmates to call facility-approved telephone numbers that are not eligible to receive collect calls. As the name implies, “pre-paid” calling services are purchased in advance, so they are not subject to the collect-calling issues described above. Even if you have a cell phone, VoIP phone, business phone or a high balance on your phone bill, you will still be able to receive phone calls from inmates, as long as there are preapid phone services in a Prepaid Account or Debit Telephone Account.
6. How do I set up an account and purchase prepaid phone services?
ICSolutions offers two account types which help you stay connected with your loved one when collect calling is not available or the best option:
1. A Prepaid Account allows you to purchase prepaid phone services for receiving phone calls to a specifically designated telephone number (i.e. home, cellphone, etc.). The inmate can only make calls to that designated telephone number.
2. A Debit Telephone Account allows you to purchase prepaid phone services for the inmate. The inmate can then make calls to any telephone numbers which are not restricted by the facility, including your telephone number.
Please note: Prepaid Account phone services expire 6 months from the date of your last purchase to the account, unless otherwise required by state law. You may request a refund for unexpired prepaid phone services remaining. Where applicable, any such refund granted will incur a $2.99 processing fee.
CLICK HERE to set up a free account, Prepaid or Debit Telephone, and to purchase prepaid phone services for these accounts.
For information about how these services work, please visit our Prepaid Account page and our Debit Telephone Account page.
7. Can I have more than one Prepaid Account?
Yes, each Prepaid Account is associated with one designated telephone number. If you have more than one telephone number (for example, a home number and a cell phone), you can set up a separate Prepaid Account for each telephone number and purchase prepaid phone services separately under each Prepaid Account.
8. Can I receive calls from more than one inmate?
Yes, as long as you are willing to accept their calls and your phone number is not restricted by the facility.
9. My phone call was inaudible or was disconnected prematurely. How can I get a refund for the cost of that call?
Please call our toll-free customer service hotline at your earliest convenience: (888) 506-8407. 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.
10. How can I get a refund for my unexpired prepaid phone services?
Prepaid Account phone services expire 6 months from the date of your last purchase, unless otherwise required by law. You may request a refund for unexpired prepaid phone services remaining. Where applicable, any such refund granted will incur a $2.99 Processing Fee. To request via our toll-free customer service hotline, please call (888) 506-8407. Customer Care Representatives are available 24 hours a day, 365 days a year. You may also submit your request in writing to:
2200 Danbury Street
San Antonio, TX 78217
(Please include your name, address and the Prepaid Account phone number with your mail-in refund request).
11. How can I leave a voicemail message for an inmate?
Each correctional facility which provides this service, has its' own local toll-free Inmate Voicemail Number. This unique number is provided at the facility.
When you call the Inmate Voicemail Number, you will be prompted to enter your Prepaid Account information to confirm the availability of prepaid phone services. You will then be prompted to enter the inmate ID or enter the first 3 letters of the inmate’s last name to retrieve an inmate listing. After selecting an inmate from the listing, you will be prompted to record your voicemail message. The message will be immediately available for retrieval by your inmate anytime they have phone privileges.
12. Are my phone calls recorded?
Yes, at most correctional facilities, all calls are subject to monitoring and recording. Exceptions are made in the case of confidential calls, such as those between an attorney and their client. Please contact your correctional facility for specific policies.
13. I am an attorney. How can I ensure that my phone calls will not be recorded or monitored?
Please contact the facility to determine what information they require to process your request. After submitting proof of your status as an attorney (such as your Bar information), the facility will designate your telephone number as “confidential” and therefore will not be subject to monitoring and recording.
14. Does ICSolutions offer a Direct Billing option?
ICSolutions offers a direct billing option for law offices and bail bonds companies that receive high volumes of inmate collect calls from select facilities. Please contact ICSolutions at 1 (800) 464-8957 to inquire about setting up a Direct Billing account. Direct Billing representatives are available from 8:00AM to 5:00PM Central time, Monday through Friday.