Receiving a call from an incarcerated loved one can be a lifeline. But when that call suddenly stops coming through, and you hear a message that your number has been “blocked” or “rejected,” it can be frustrating and isolating.
The good news is that a block is often reversible. Here’s a practical guide to understanding why blocks happen and how to fix them.
You cannot override the system yourself. You must take one of these steps:
If you blocked the inmate’s calls by mistake (e.g., via a call-blocking feature with the prison phone provider):
Call the provider’s customer service (e.g., GTL: 1-877-650-4249; Securus: 1-800-844-6591) and ask to remove the block from your number.
If your number was never on the inmate’s approved list:
The inmate must submit a request to add your number to their call list. This is controlled by prison staff, not you.
If your phone service blocks prison numbers (e.g., using a VoIP service like Google Voice):
You may need to add funds via the provider’s app/website or switch to a traditional landline/cell carrier that accepts collect prison calls.
On many smartphones, when an unknown prison number appears, the screen offers options: “Accept,” “Decline,” or “Block this Caller.” If you swipe the wrong way or your phone is in your pocket, one tap permanently adds the prison’s outgoing number to your block list.
What to have ready before calling:
We tend to think of prison walls as solid, immovable things—concrete, steel, and razor wire. But for millions of families, the most frustrating barrier isn’t the one you can see; it’s the one you hear in a robotic voice: “Your call cannot be completed as dialed.” The blocked prison call is a modern paradox: technology designed to connect has become a master of separation. To unblock it is not merely a technical fix; it is an exercise in bureaucratic archaeology, emotional endurance, and creative problem-solving. how to unblock a prison call
First, understand what “blocked” really means. In the free world, a blocked call might be a carrier glitch or a spam filter. In the corrections system, it’s almost always intentional—but not necessarily because you’ve done something wrong. Prison phone systems are run by a handful of private telecom giants (Securus, GTL, IC Solutions) that operate under state contracts. Their first priority is not connection; it is control. Every number is vetted, recorded, and often geo-filtered. A “block” can mean your number was never approved, your inmate’s privileges were revoked, your area code falls outside an allowed region, or simply that the facility changed vendors overnight without notice.
So how do you fight back? Step one: abandon the myth of customer service. Calling the provider’s toll-free number will lead you through a labyrinth of automated menus designed to exhaust you. Instead, begin with the prison’s mailroom—yes, the mailroom. In many facilities, phone number approvals are processed by the same staff who screen packages. Send a handwritten request to the facility’s communications manager (find their name via public records or advocacy groups like the Prison Policy Initiative). Include the inmate’s full name and ID number, your own legal name and number, and a one-sentence statement: “I request that my number be added to the approved calling list for [Inmate Name], ID #[X].” Keep a copy. Mail is slow, but it creates a paper trail that automated systems cannot delete.
Step two: check for “third-party verification” traps. Some prisons require that the inmate initiate the approval by calling you first—but they can’t call if you’re blocked. To break this loop, you may need to schedule a paid “pre-approval call” through the provider’s website. It feels like extortion because it is. Expect to pay $3–$10 simply to have your number manually reviewed. Keep your receipt; if the block persists, file a complaint with your state’s Public Utilities Commission. Telecoms hate PUC inquiries because they threaten their lucrative contracts.
Step three: the technical bypass. If all official channels fail, consider a VoIP workaround. Some families use a second phone number from a different carrier (e.g., Google Voice on a different area code) to test whether the block is number-specific or facility-wide. Others have found that scheduling calls for non-peak hours—3 a.m. on a Tuesday, for instance—sometimes slips past automated filters that trigger during high-volume periods. This is not guaranteed, but prisons’ IT systems are notoriously underfunded; nighttime gremlins often work in your favor.
The deeper lesson, however, is that unblocking a prison call is never just about dialing correctly. It’s about recognizing that the system is built on a logic of distrust. Every blocked call is a tiny act of power—a reminder that the state controls not just bodies but voices. To persist is to reclaim a sliver of humanity. I’ve spoken to grandmothers who spent six months fighting a block only to hear their grandson’s voice for the first time in a year. They don’t remember the hold music or the automated menus. They remember the click of connection, and the small miracle of a conversation that should never have been silenced.
So here is the final, unglamorous truth: unblocking a prison call is less like hacking and more like gardening. You water the mail. You pull the weeds of bureaucracy. You wait. And if you are lucky—and stubborn enough—the line will open, and for ten minutes, the walls will fall.
To unblock a prison call, you must first identify where the block is occurring: at the prison system level, with the third-party phone provider (like Securus or GTL), on your phone's hardware/software, or through your service carrier. 1. Unblocking via the Service Provider
Most prison calls are managed by specific third-party companies. If you accidentally pressed a button during a call to block the number, you must contact these companies directly to have the restriction removed. Securus Technologies: How to Unblock a Prison Call: A Step-by-Step
Log in to your Securus online account, navigate to "Block/Unblock Calls," select the number, and click "Unblock".
Alternatively, call their customer service at 1-800-844-6591 if you have exceeded spending limits or have a new number that needs verification. Global Tel Link (GTL) / ViaPath:
Call customer service at (800) 388-7346 to ask for the specific reason for the block.
If unresolved, you may need to contact the facility's administration directly. ICSolutions:
Contact their customer service team at 888-506-8407 or email Customer@icsolutions.com to request a number be unblocked. 2. Unblocking on Your Mobile Device
Sometimes the block is simply a setting on your smartphone that identifies the prison's number as spam. How to Deal with a Block on Your Phone
To unblock a prison call, you must identify whether the block is on your personal device , with your service provider , or within the prison’s phone system 1. Check Your Device and Carrier
If you accidentally blocked the number on your phone, you can undo it in your settings. If you blocked the inmate’s calls by mistake (e
Open the Phone app → Tap the three dots (Menu) → Settings → Blocked numbers . Tap the 'X' or minus icon next to the number. Settings → Phone → Blocked Contacts . Swipe left on the number and tap Carrier Interference:
Some service providers flag prison calls as "Robocalls" or "Scam Likely." Adding the facility’s specific phone number to your contacts list can often bypass these filters. 2. Contact the Correctional Phone Provider
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:
Contact their support team if calls are being rejected or if you need to verify your account status. Texas Prison Phone 3. Common Reasons for Blocks Negative Balance:
Most prison calls are prepaid. If your account runs out of funds, the system will automatically block calls until you add money. Security Flags:
Attempting to forward a call, use "call waiting," or start a three-way call will often trigger an automatic, permanent block by the prison system. Technical Restrictions:
Some VoIP services (like Google Voice) or prepaid "pay-as-you-go" cell phones are not supported by certain correctional facilities. If you'd like to narrow this down, let me know: phone provider the facility uses (GTL, Securus, etc.)? If you are getting a specific recording or error message? state or facility where the person is located?
I can then give you the exact steps or contact info for that specific system.
Texas offender telephone friends and family - Frequently Asked Questions
Most prison call systems require you to prepay for calls via a AdvancePay, Direct Bill, or Prepaid Collect account. If your credit card expires, your balance hits zero, or a payment fails, the system automatically blocks your number from receiving further calls.