Learning how to stay connected with someone in prison is one of the first things families search for — usually from a parking lot, a waiting room, or a kitchen table at midnight when the silence gets too loud. If that's where you are right now, you're not alone, and you're in the right place.
The disconnection is one of the hardest parts of this experience. Not the only hard part — but the one that hits every single day. You want to hear their voice. You want them to know you're still there. And the system makes it confusing on purpose, or at least it feels that way. Different facilities use different apps. The rules change without notice. The costs add up faster than you expect.
This guide covers every communication channel available to you — phone calls, letters, email, video visits, and photo sharing — along with honest information about costs and how to reduce them. Bookmark it. Share it with your family. Come back to it when the rules at a new facility leave you scrambling.
How Phone Calls Work — and What They Actually Cost
Phone calls are usually the first connection families try to set up, and they come with a steep learning curve.
Most facilities use a contracted phone provider — companies like Securus, GTL (Global Tel Link), or ICSolutions. Your incarcerated loved one calls you, either collect or through a prepaid account. Here's the key distinction:
- Collect calls are billed directly to your phone bill. They're convenient but expensive and not available through all phone carriers.
- Prepaid accounts are the smarter option. You deposit money into an account with the provider (linked to your phone number), and calls draw from that balance. You control the spending and can fund it online.
What do prison phone calls cost? Rates vary widely depending on the system:
- Federal facilities (BOP): approximately $0.06/minute
- State prisons: typically $0.08–$0.14/minute
- County jails: often the most expensive, sometimes $0.14–$0.21/minute or higher, plus connection fees
To set up a prepaid account, visit the phone provider's website for your loved one's facility (Securus.net, connectnetwork.com for GTL, or icsolutions.com), create an account, and add your phone number. Allow 24–48 hours for the number to activate before the first call.
A few practical tips:
- Fund the account before you need it — don't wait until the first call attempt
- Keep the account balance above zero; calls drop immediately when funds run out
- Save the confirmation email with your account number and PIN
- Calls are recorded and monitored — remind your loved one not to discuss legal strategy by phone
Sending Letters and Mail: Rules, Format, and What Gets Rejected
Physical mail is still one of the most meaningful forms of connection. A letter someone can hold, reread, and keep matters in a way a phone call doesn't. But mail also has the strictest rules, and a rejected envelope can feel crushing.
General mailing rules across most facilities:
- No glitter, stickers, or embellishments — anything that can conceal contraband gets rejected
- No staples — use paper clips if you need to bundle pages, but most facilities prefer unbound sheets
- No spiral-bound cards — flat cards only
- Photos are usually allowed, but not Polaroids (the chemical layer raises contraband flags); standard 4x6 prints are fine at most facilities
- Envelopes should be plain white — colored or padded envelopes may be rejected
How to format the address for a prison letter:
[Full Legal Name], [Inmate ID Number]
[Facility Name]
[Street Address or PO Box]
[City, State, ZIP]
The inmate ID number is critical — without it, mail may be delayed or returned. Get it from the facility's inmate locator or from your loved one directly.
Electronic mail submissions are accepted at many facilities through JPay or CorrLinks. You type your message online, pay a small fee, and it's printed and delivered to the recipient at the facility. This is faster than physical mail and removes the risk of postal delays, but it still gets reviewed before delivery.
For facilities in the federal system, CorrLinks (corrlinks.com) is the standard platform. For state and county facilities, JPay (jpay.com) handles the majority. Check your facility's website or call the mailroom directly to confirm which system they use.
Contraband concerns to know about:
- Drugs can be embedded in paper treated with certain substances — this is why mail inspection has intensified in recent years
- Some facilities now photocopy all incoming mail and destroy the originals before delivery
- Never send cash, gift cards, or anything of monetary value through the mail
Email for the Incarcerated: JPay, CorrLinks, and How It Works
If you want a faster alternative to physical mail, JPay email prison communication and CorrLinks are the two dominant platforms. Understanding the difference can save you time and money.
JPay (used by many state and county facilities):
- Create a free account at jpay.com
- Purchase "stamps" (usually $0.33–$0.50 per message, depending on the facility)
- Type your message, attach a photo if allowed, and send
- Delivery typically takes 24–48 hours — versus 3–7 days for physical mail
CorrLinks (used by the federal Bureau of Prisons):
- Your loved one must initiate the connection from their end — they request your email address, and you receive an invitation
- Once connected, messages are free to send and receive
- You cannot initiate contact until they've added you
GTL's TextBehind and similar services handle some county jails and smaller facilities with their own messaging portals.
The main advantage of email over letters is speed and reliability. Your message won't get lost in transit or rejected for an envelope color. The main disadvantage is cost — at $0.33–$0.50 per message, a daily exchange adds up quickly. Many families use email for time-sensitive communication and letters for longer, personal connection.
Video Visits: In-Person and Virtual Options
Video visits have exploded in availability since 2020, and they're now offered at most state and federal facilities, plus many county jails. They're not a replacement for in-person visits, but they're a meaningful option when distance, transportation, or schedule makes physical visits impossible.
In-person visits remain the gold standard for connection — especially for children. You'll need to:
- Get approved on the visitor list (submit an application, wait for background check clearance — sometimes 2–4 weeks)
- Review the dress code carefully — many facilities reject visitors for clothing colors, underwire bras, or certain materials
- Arrive early; late arrivals are often turned away entirely
Virtual video visits are scheduled through the facility's contracted provider:
- Securus Video Connect — used at Securus-contracted facilities; schedule and pay at securustech.net
- Telmate / GTL Video Visits — common at GTL facilities; accessible at home or at a kiosk
- JPay Video Grams — short pre-recorded video messages at some facilities; not live, but still meaningful
Video visits typically cost $5–$25 for a 20–30 minute session, depending on the provider and facility. To schedule:
- Log into the provider's platform and navigate to "Video Visitation"
- Select an available time slot (book early — popular times fill fast)
- Fund your account if you haven't already
- Connect from a computer, tablet, or phone at the scheduled time
Tips for keeping kids engaged during video visits:
- Have a simple activity ready (drawing together, reading a book, showing a pet)
- Keep younger kids' sessions short — 10–15 minutes of quality connection beats 30 minutes of frustration
- Let the child lead the conversation where possible
- Practice beforehand so the technology doesn't eat up the emotional time
Sending Photos: How to Get Real Pictures to Your Loved One
Photos might be the most underrated form of connection. A printed photograph of a holiday dinner, a new baby, a dog on the couch — it makes the outside world feel real and present.
JPay Photos allows you to upload digital photos that are printed at the facility and delivered to your loved one. Most state facilities using JPay support this, and it's one of the easiest ways to share images.
Photocard App is a convenient service that lets you select photos from your phone and have real printed cards or photos mailed directly to the facility on your behalf. If you're not confident navigating facility mail rules on your own, this removes most of the guesswork — they handle the formatting and delivery requirements.
Printing at home or at a store:
- Use standard 4x6 glossy or matte prints (no Polaroid, no photo paper with embedded chemicals)
- Walgreens, CVS, and Walmart photo centers are all fine options
- Shutterfly is good for bulk orders if you're sending a large photo package
- Write the inmate ID number lightly in pencil on the back of each photo before mailing
What typically gets rejected:
- Photos with nudity or suggestive content
- Images that depict weapons, gang signs, or illegal activity
- Polaroid or instant-print photos
- Photos printed on cardstock or with textured surfaces
When in doubt, call the mailroom and ask. Staff would rather answer your question than process a rejection.
Cutting the Cost of Staying Connected
The financial burden of staying in touch is real — and it's one of the cruelest parts of incarceration for families. A family trying to stay in daily contact can easily spend $100–$300/month on phone calls alone, before factoring in emails, video visits, and travel for in-person visits.
Phone calls are the biggest expense. Here's how to reduce them:
Pigeonly is a service specifically designed to lower prison phone call costs. It works by providing a local phone number in the same area code as the facility. Since many facilities charge by distance tier — local calls being cheaper — your loved one calls the Pigeonly local number, which forwards to your actual phone number. For families dealing with expensive long-distance rates, this can meaningfully reduce per-minute costs.
Other cost-reduction strategies:
- Set a communication budget and stick to it. Decide weekly how much you can put toward calls, email, and video. Treat it like a bill.
- Create a "communication fund." Even $20/week set aside separately from household expenses makes it easier to sustain contact without financial stress bleeding into every conversation.
- Prioritize channels by cost. Phone calls for real-time connection, emails for quick updates ($0.33–$0.50 each), letters for depth (just postage), video for milestones. You don't have to use every channel every week.
- Coordinate with other family members. If siblings, parents, or friends are also trying to stay connected, split the cost of a video visit or rotate who funds the phone account that week.
- Ask the facility about indigent communication. Some facilities provide limited free phone access to incarcerated people who have no funds — your loved one's case manager can clarify what's available.
The goal isn't to be on the phone every day. The goal is sustainable, consistent connection that doesn't destroy your finances or your mental health.
You Don't Have to Figure This Out Alone
Staying connected is just one piece of what families navigating incarceration have to manage. There's also finances, children's needs, legal questions, housing, mental health, and planning for what comes after.
If you want a complete roadmap — not just communication tips, but all of it — Solid Through the Sentence ($14.97) was written exactly for families in your position. It's a practical, warm guide that covers the full arc: from the first weeks of shock, through the long middle stretch, and into release planning. No fluff. No judgment. Just the information and perspective families wish someone had handed them on day one.
And if you want a simple tool to track your calls, letters, and scheduled visits — so nothing falls through the cracks — Letters, Visits & Calls: The Staying-Connected Planner ($7.97) is a companion tracker built for this exact purpose.
Both are available at contentflow-hzw.madethis.app.
You're already doing something hard by showing up and staying connected. The system makes it complicated, but your consistency matters more than you know.