To prevent it from happening again, Sarah followed a common industry trick: she added the facility's specific outgoing number as a new contact named "Elias Call". This tells the phone's software that the incoming line is trusted. Quick Checklist for You
Before attempting to fix the issue, you must determine why the calls are not going through. Prison phone systems generally trigger blocks based on three categories: financial issues, carrier restrictions, or security violations. Financial Blocks
If you have tried all the above steps and are still unable to receive calls: how to unblock a prison call
Lack of funds in your prepaid inmate calling account.
If you have set up direct billing with the phone provider (where call charges appear on your regular phone bill), a past‑due balance will trigger a block. Pay the outstanding balance in full, then contact customer service to request removal of the block. To prevent it from happening again, Sarah followed
Correctional facilities do not manage their own phone networks. They contract outside telecom corporations. Look up the specific facility's website to identify their provider. The most common vendors include: Global Tel Link (GTL) / ViaPath Technologies IC Solutions PayTel
Save the phone provider’s customer service numbers in your contacts to prevent them from being flagged as spam. Prison phone systems generally trigger blocks based on
Remember that staying connected through phone calls is one of the most important ways to support an incarcerated loved one. With the right information and a proactive approach, you can keep those lines of communication open.
What is the handling the facility (e.g., Securus, GTL/ViaPath, ICSolutions)?
Whether it’s Securus , GTL/ViaPath , or ICSolutions , check the "Block/Unblock" status under your phone settings.