ICSolutions customer service can help with prepaid calling accounts, payments, refunds, blocked calls, disconnected calls, account access and video visitation. The correctional facility still controls calling privileges, approved numbers, visit schedules, monitoring rules and many facility-specific restrictions.
ICSolutions Customer Service Phone Numbers
Do not use a facility sales, technical-maintenance or corporate number for an ordinary prepaid balance, refund, blocked-call or video-visit problem. Start with Customer Care or the support department connected with the service.
Best ICSolutions Support Route by Issue
- Create or fund a calling account: Sign in online or call 1-888-506-8407.
- Refund an unexpired Prepaid Account balance: Call Customer Care or use the official contact form.
- Refund from a Debit Telephone Account: Contact ICSolutions and the correctional facility because the money generally belongs to the incarcerated person.
- Blocked or rejected calls: Check the facility restriction, prepaid balance and mobile-carrier spam settings.
- Dropped or inaudible call: Call Customer Care and request a call-quality investigation.
- Visitation registration or scheduling: Call 1-888-646-9437 or email customer@ICSolutions.com.
- Facility using JailATM: Use JailATM support rather than assuming ICSolutions controls the visit.
- Incorrect rate or fee: Confirm the facility-specific rate and account type, then contact Customer Care.
- Law-office Direct Billing: Call 1-800-464-8957.
- Confidential attorney communication: Contact the facility before placing the call or scheduling the visit.
- Calling privileges or disciplinary restriction: Contact the correctional facility rather than ICSolutions.
- Unresolved regulated billing complaint: Contact the FCC after documenting the ICSolutions response.
Information to Have Before Contacting ICSolutions
- Name and telephone number connected with the account
- Email address used to register
- Correctional facility name and state
- Incarcerated person’s name and facility ID number
- Account type, such as Prepaid Collect or Debit Telephone
- Date, time and length of the affected call or visit
- Amount and date of the payment
- Payment method and transaction reference
- First and last four card digits when securely requested
- Call or visitation error message
- Refund request date
- Previous ICSolutions case or contact-form reference
- A concise description of the requested resolution
Provide account, payment and identity information only through an official secure process. Do not place complete card numbers, government identification, legal documents or private facility information in a public review.
ICSolutions Prepaid Account Versus Debit Telephone Account
ICSolutions offers different calling-account types. Selecting the wrong type can create refund or calling limitations.
Prepaid Account
- The account is established and controlled by the call recipient.
- It is connected with one designated telephone number.
- The incarcerated person can use the funded balance to call that designated number.
- The account holder can accept or reject incoming calls.
- An unexpired remaining balance may qualify for a refund when the account is closed.
Debit Telephone Account
- The account belongs to the incarcerated person.
- The incarcerated person can call facility-approved telephone numbers.
- Money added by a friend or family member becomes the incarcerated person’s property.
- The person who funded the account generally cannot demand that the money be returned directly to them.
- A refund after release or transfer may depend on facility rules.
Confirm the account type before making a payment. A purchase placed into the wrong account may be difficult or impossible to reverse.
How to Create and Fund an ICSolutions Account
Prepaid services can generally be purchased online, by telephone or by mail.
- Online: Sign in or create an account and pay using an accepted credit or debit card.
- Telephone: Call 1-888-506-8407.
- Mail: Send a cashier’s check or money order with the required account and facility details.
- Western Union: May be available for qualifying Prepaid Accounts.
Credit- and debit-card purchases are generally available for use after processing. Mailed payments and Western Union transactions can require additional processing time.
Mailing a Prepaid Account Payment
For a call-recipient Prepaid Account, mail the payment to:
ICSolutions
Attn: Customer Service Department/Prepaid Account
2200 Danbury Street
San Antonio, TX 78217
Include:
- Your name
- Your mailing address
- Your daytime telephone number
- The telephone number connected with the Prepaid Account
Mailing a Debit Telephone Account Payment
For an incarcerated person’s Debit Telephone Account, mail the payment to:
ICSolutions
Attn: Customer Service Department/Debit Telephone Account
2200 Danbury Street
San Antonio, TX 78217
Include:
- Your name and address
- Your daytime telephone number
- The facility name
- The incarcerated person’s name
- The correct facility ID number
Keep a copy of the money order or cashier’s check and the mailing receipt. Do not send cash.
ICSolutions Calling Rates and Fees
Calling and video-visitation prices can vary by correctional facility, state, account type, call type and current regulatory requirements.
Before adding money:
- Use the official ICSolutions rate lookup.
- Select the correct state and facility.
- Confirm whether the price is for a telephone call, voicemail or video visit.
- Check the per-minute price and maximum session length.
- Review any disclosed account-funding or transaction fee.
- Confirm whether taxes or government-required charges apply.
- Save a screenshot of the disclosed rate and payment total.
Do not rely on a rate quoted for another jail, prison, state or account type.
Expired Prepaid Account Balances
ICSolutions states that Prepaid Account services generally expire six months after the most recent purchase unless applicable state law requires a different result.
Before the balance expires:
- Review the last funding date.
- Confirm the remaining balance.
- Decide whether another purchase is appropriate.
- Request closure and refund of an eligible unexpired balance if the account is no longer needed.
Keep the refund request confirmation. Do not assume an expired balance will automatically be mailed to the account holder.
How to Request an ICSolutions Prepaid Refund
An account holder can request a refund of an eligible unexpired Prepaid Account balance by telephone, contact form or mail.
- Call 1-888-506-8407 or open the official support form.
- State that the request concerns closure of a Prepaid Account.
- Provide the account holder’s name and designated telephone number.
- Confirm the mailing address on the account.
- Ask for the current refundable balance.
- Request a case or confirmation number.
- Ask how the refund will be issued and how long processing should take.
- Keep copies of all written correspondence.
A funding or transaction fee may be treated differently from the unused calling balance. Ask ICSolutions to explain the refund calculation.
Debit Telephone Account Refunds
Money placed into a Debit Telephone Account generally becomes the property of the incarcerated person.
If the incarcerated person is released or transferred:
- Contact the facility and ICSolutions.
- Provide the facility ID, release or transfer date and current mailing address.
- Ask whether the facility authorizes a refund.
- Confirm who the refund check will be payable to.
- Ask for the expected processing period.
The current support form advises that Call Center Debit refund checks are payable to the incarcerated person and may require six to eight weeks for processing.
Dropped, Inaudible or Poor-Quality Calls
Call
1-888-506-8407 when a paid call was inaudible, unexpectedly disconnected or unusable.
Provide:
- The facility
- Account telephone number
- Incarcerated person’s name or ID
- Date and exact approximate time
- Length of the call before failure
- Whether either party could hear the other
- Whether a mobile or landline telephone was used
- Whether the amount was deducted
ICSolutions can submit the call for investigation. A complaint does not guarantee an automatic credit or refund.
Why an ICSolutions Call May Disconnect
ICSolutions warns that automated security controls may terminate calls when they detect activity associated with prohibited call handling.
To reduce avoidable disconnections:
- Do not attempt a three-way call.
- Do not use call forwarding.
- Turn off call waiting when possible.
- Do not press keypad numbers after the call connects.
- Avoid unusually long periods of silence.
- Do not use devices intended to interfere with automated calling systems.
The correctional facility may impose additional call-duration, scheduling, disciplinary or approved-number restrictions.
Blocked ICSolutions Calls
An incarcerated person may be unable to call because:
- The telephone number is restricted by the facility.
- The Prepaid Account does not have enough money.
- The account is connected with a different telephone number.
- The mobile carrier marked the call as spam or a robocall.
- The recipient previously requested that calls be blocked.
- Calling privileges have been suspended by the facility.
- The incarcerated person is trying to call an unapproved number.
Use ICSolutions’ blocked-call page to locate the facility-associated calling number and add it to the telephone’s contacts. Also add
1-888-506-8407 and ask the carrier to remove an incorrect spam block.
Stopping ICSolutions Calls
A person who does not want calls should follow the blocking instructions given during the call, contact ICSolutions, or ask the telephone carrier for assistance.
Do not add money or accept calls merely to learn who is calling. Report threatening, harassing or prohibited communication to the correctional facility or an appropriate authority.
Changing the Telephone Number on an Account
A Prepaid Account is tied to one designated telephone number. Moving the money to another number may require Customer Care verification.
The official contact form may request:
- The old and new telephone numbers
- The last transaction date
- The transaction amount
- Limited payment-card verification information
- The original and destination facilities when applicable
Do not create unnecessary duplicate accounts before asking whether the existing balance can be transferred.
ICSolutions Video-Visitation Support
Video visitation is available only at participating facilities. Registration, approval, scheduling, fees, visit length, dress rules and permitted devices can vary by facility.
All visitors generally must create an account and register before scheduling. The facility may need to approve the visitor or relationship.
Failed or Disconnected Video Visits
For a paid visit that did not start, froze or disconnected:
- Record the visit date and scheduled time.
- Save the payment confirmation.
- Take a screenshot of the error without exposing private information.
- Note the device, operating system and connection used.
- Contact Visitation Support promptly.
- Ask whether the failure was on the visitor, facility or system side.
- Request a credit, replacement visit or written explanation.
Refund or replacement-visit rules may depend on the facility and cause of the failure.
JailATM and Other Facility Systems
Some facilities listed through ICSolutions use Tech Friends or JailATM for video visitation. Others may use separate telephone, messaging, commissary or visitation providers.
Confirm the provider shown by the facility before creating an account or making a payment. ICSolutions may not be able to access a purchase made through JailATM or another company.
Recorded and Monitored Calls
ICSolutions says calls at most correctional facilities are subject to monitoring and recording. Video visits and electronic messages may also be reviewed under facility rules.
Do not discuss information that should remain confidential unless the facility has confirmed that the communication has been properly designated as privileged and protected.
Attorney and Privileged Communications
An attorney should contact the correctional facility before calling or scheduling a video visit.
The facility may require:
- Attorney name and bar information
- Client name and facility ID
- Registration of the attorney’s telephone number
- Advance scheduling
- Approval by a facility administrator
- Use of a separate privileged-call or visitation procedure
Do not assume that an ordinary ICSolutions call or video visit is confidential merely because one participant is an attorney.
ICSolutions Login and Password Help
Use the official password-recovery page when an account username or password is not working.
Before creating a second account:
- Check the email used during registration.
- Request a password-reset message.
- Review spam and junk folders.
- Confirm that the account is associated with the correct telephone number.
- Contact Customer Care if the registered email is no longer accessible.
Never provide a password, PIN or verification code to an unexpected caller.
Unfamiliar ICSolutions Charges
Before disputing an unfamiliar charge, compare it with:
- A Prepaid Account funding transaction
- A Debit Telephone Account purchase
- A video-visitation payment
- A voicemail or messaging purchase
- A Secure Deposits transaction
- A purchase made by another household member
- A pending authorization and completed charge
Contact ICSolutions or the service provider shown on the receipt. Contact the card issuer promptly if a completed charge remains unauthorized.
How to Escalate an ICSolutions Complaint
- Call 1-888-506-8407 or submit the official contact form.
- Provide the account type, facility, payment or call details and requested resolution.
- Ask for a case or confirmation number.
- Save payment receipts, rate disclosures and support correspondence.
- Contact the correctional facility when the issue involves approval, calling privileges, schedules or facility policy.
- Use Visitation Support for registration or scheduling problems.
- Ask for written findings when a call-quality, payment or refund complaint is denied.
- File an FCC complaint when a regulated telephone rate, fee or billing issue remains unresolved.
FCC Complaints About Incarcerated-Person Communications
For an online telephone-billing complaint, select the categories for phone service, billing and incarcerated-person communications. Include the provider, facility, dates, charges and the result of the original complaint.
The FCC does not manage an ICSolutions account or guarantee a refund, but it regulates applicable incarcerated-person communication rates, fees and accessibility requirements.
ICSolutions Reviews and Complaints
CustomerServiceNumbers.com currently shows 0 visible ICSolutions reviews. There is not enough CSN review data to establish reliable current trends involving rates, refunds, blocked calls, support or video visitation.
Helpful reviews may describe experiences involving account setup, funding, refunds, expired balances, blocked calls, dropped calls, video visits, facility restrictions and whether ICSolutions or the facility resolved the issue.
Privacy, Monitoring and Scam Warnings
- Use ICSolutions.com and the official facility website.
- Confirm the facility’s selected provider before making a payment.
- Assume ordinary calls, video visits and messages may be monitored or recorded.
- Do not share confidential legal, medical, financial or safety information through a nonprivileged call.
- Do not provide passwords, PINs or verification codes to an unexpected caller.
- Do not allow an unknown person to remotely control a phone or computer.
- ICSolutions support should not require gift cards, cryptocurrency or payment to an individual to issue a refund.
- Do not publicly post incarcerated-person IDs, release dates, facility movements, account numbers, legal documents or complete payment details.
- Remove names, addresses, barcodes and transaction information from screenshots before posting them.
- A review submitted here does not fund an account, request a refund, unblock a number or schedule a visit.
Related Customer Service Numbers Pages
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CustomerServiceNumbers.com has helped consumers locate support information and share service experiences since 2004. We independently organize phone numbers, account guidance, refund information, complaint routes and privacy warnings.
We are not owned by ICSolutions, ICS Corrections, TKC Holdings, Keefe Group, Access Corrections, JailATM, a correctional facility or a government agency.
Share Your ICSolutions Customer Service Experience
Have you contacted ICSolutions about a Prepaid Account, Debit Telephone Account, payment, refund, blocked call, disconnected call, video visit or account-access problem? Leave a factual review below and explain which support route you used, how long assistance took and whether the issue was resolved.
Comments are moderated. Do not include account passwords, PINs, complete payment details, incarcerated-person ID numbers, legal documents, release information, facility movements, home addresses, telephone numbers, email addresses or names of individual support employees.
Last Updated: July 11, 2026
Customer Service Information Disclaimer
CustomerServiceNumbers.com is not affiliated with ICSolutions, ICS Corrections, TKC Holdings, Keefe Group, Access Corrections, JailATM, any correctional facility or government agency. ICSolutions does not provide customer support through this website.
Rates, permitted fees, account-expiration rules, refund procedures, facility restrictions, visit schedules, monitoring policies and available services can vary by jurisdiction and facility. Verify controlling information through ICSolutions, the correctional facility and current regulatory rules.
This page cannot create or fund an account, unblock calls, restore privileges, schedule a visit, issue a refund or designate a communication as legally privileged. It is not legal, financial, correctional-policy, privacy, cybersecurity or regulatory advice.
Comments are moderated for profanity, PII, and spam. Offensive words may be soft-masked (e.g., “f—”) but your meaning is preserved. See our Commenting Policy.
