Utah Department of Corrections
Rates and Fees
Available Services
FAQ

This site provides information on how to receive calls from inmates at the Utah Department of Corrections (UDC).

UDC has contracted with CenturyLink to provide calling and account billing services to inmates. Recipients of these calls may include friends, family members, and attorneys.

Friends, family members, or attorneys can establish and fund prepaid calling accounts by phone or internet. Called parties can make payments directly to an inmate's calling account, or take advantage of a Prepaid Collect calling plan to accommodate calls to cell phones or accounts with credit issues. Please see Available Services for more information.

Restrictions

The following restrictions may also be applied by the UDC to inmate calling:

Rate Tables
Rates for Utah Department of Corrections
Payment Type Call Type Surcharge Per Minute
Prepaid Collect Local $0.00 $0.10
IntraLATA $0.00 $0.19
InterLATA $0.00 $0.19
Interstate $0.00 $0.19
International N/A N/A
Debit (Inmate-Prepaid) Local $0.00 $0.10
IntraLATA $0.00 $0.19
InterLATA $0.00 $0.19
Interstate $0.00 $0.19
Mexico $0.00 $0.85
All Other Countries $0.00 $0.95
Direct Bill Local $0.00 $0.12
IntraLATA $0.00 $0.23
InterLATA $0.00 $0.23
Interstate $0.00 $0.23
International N/A N/A
Excludes taxes and government-mandated surcharges

Fees
Transaction Fees
Prepaid Services* - Account Setup $0.00
Prepaid Services* - Purchase by automated phone system $3.00
Prepaid Services* - Purchase by live agent $5.95
Prepaid Services* - Purchase by internet $3.00
Prepaid Services* - Purchase by mail** $0.00
Prepaid Services - Purchase using Western Union*** Swift Pay $5.50

*Includes Prepaid Collect and Debit

**Certified check or money order only for purchase by mail; we are sorry but personal checks are not accepted

*** Fees are charged by Western Union; no additional fees are imposed by CenturyLink on top of these negotiated charges.
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Available Services
Prepaid Services

Provided through CenturyLink's billing agent ICSolutions, Prepaid Services allows you to receive inmate calls to your specific phone number. No monthly spending limits.

Calls can be completed to cell phones, internet phone services, or other services which do not provide Traditional Collect billing.

Or Call 888-506-8407

Payments accepted


Money Orders and Cashier's Checks also accepted by mail

Note: If you accept a call from an UDC inmate and have not already established a Prepaid Services Service, you will receive one complimentary 60-second call and then be given the opportunity to set up an account with a live customer service agent.
Debit (Inmate-Prepaid)

Provided through CenturyLink's billing agent ICSolutions, Debit enables you to directly fund a calling account for an inmate.

Debit calling can be used by the inmate to call any number approved by their facility.


Or Call 888-506-8407

Payments accepted


Money Orders and Cashier's Checks also accepted by mail

Note: Debit services can be purchased directly by the inmate using funds from his/her trust or commissary account. For more information on how to fund a trust account for an UDC inmate, click here

Direct Billed

Available only to attorneys and bondsmen, Direct Bill enables high volume customers to pay for calls using a separate monthly bill.

Call 800-464-8957

Inmate Voicemail

Inmate Voicemail is not currently available at UDC.

FAQ
Who do I contact about receiving calls from the Utah Department of Corrections (UDC)?

In order to receive calls from an inmate, the Utah Department of Corrections requires that your telephone number be registered and approved. The first step is to have the inmate submit an Inmate Telephone Request form to have your phone number added to their Personal Approved Number (PAN) list. Once submitted, proof of ownership must be established before the request will be approved. There are a couple of different ways to prove ownership:
Your name and telephone number match in the public telephone directory. This is the first step in the approval process and does not require any action by you. If the public telephone directory information does not match or is unavailable, you must send a copy of your telephone bill to the inmate so they can attach it to the Inmate Telephone Request form. The bill must contain both your name and telephone number and not be handwritten. Once approved, your telephone number will be added to the inmate's PAN list and you will be eligible to receive calls using any of the payment methods described below.

Prepaid Services Calls

Once you are on a UDC inmate�s PAN list, a Prepaid Services account is easily set up when you receive the first call from that inmate. During the first call, you will receive 60 seconds of complimentary talk time and then be given the opportunity to set up an account with a customer service representative. Alternatively, accounts can be set up through CenturyLink's billing agent ICSolutions at 888-506-8407 or www.icsolutions.com.

  • Note that taxes are separate from the Prepaid Services balance.
  • Purchases are posted on the same day.

Debit Phone Time

A Debit (Inmate-Paid) account is a convenient alternative for friends and family to deposit funds directly into inmates' calling accounts. Debit account service is available through CenturyLink's billing agent ICSolutions at 888-506-8407 or www.icsolutions.com. Debit phone time can also be purchased directly by inmates using funds from their inmate banking/trust account� click here to visit the UDC inmate account web page.

  • Once payment is received, the funds belong to the inmate
  • Debit is also more flexible than Prepaid Services. Inmates may call any telephone number approved by their facility (not just the number associated with a Prepaid Services account) including international numbers.
How do I pay for calls?
  • Visa and MasterCard credit cards
  • Debit Card
  • Western Union
  • Money order or cashier's check by mail

Can I receive calls on my cell phone?

Yes. You may accept calls on your cell phone by setting up a Prepaid Services account by simply following the prompts during your first accepted call, or by contacting them at 888-506-8407 or www.icsolutions.com.

What are the rates for receiving calls from inmates?

Please click here to view the rate table.

How do I purchase prepaid services?

There are Three Ways to Purchase Prepaid Services (Prepaid Services + Debit):

  1. Online: The fastest and easiest way to purchase prepaid phone services is by using the Online Payment Processing Service. This service allows you to conveniently purchase prepaid phone services using a credit or debit card. As soon as your payment is complete, your inmate has access to the services just purchased.
  2. By phone: Toll-free customer service is available 24/7/365 at 888-506-8407. Note that upon your first accepted call you will automatically be given the opportunity to set up an account over the phone with a customer service representative. During future calls, you will also be given the opportunity to purchase additional phone time when your Prepaid Services balance becomes low.
  3. By mail: To purchase prepaid phone services using a certified check or money order (we are sorry but personal checks are not accepted), please mail to:

    For Prepaid Services:

    CenturyLink/ICSolutions
    Attn: Customer Service Department / Prepaid Services Account
    2200 Danbury Street
    San Antonio, TX 78217

    When purchasing prepaid phone services through a mail-in purchase, please be sure to include with your payment, your name, address and the designated telephone number to which you wish to receive calls.

    For Debit:

    CenturyLink/ICSolutions
    Attn: Customer Service Department / Debit Telephone Account
    2200 Danbury Street
    San Antonio, TX 78217

    When purchasing debit phone services through a mail-in purchase, please be sure to include with your payment:

    • Your Name
    • Your Address
    • Your Daytime Telephone Number
    • Name of the Facility
    • Inmate's Name
    • Inmate's Facility ID Number

    Debit services can be purchased directly by the inmate using funds from his/her trust or commissary account. For more information on how to fund a trust account for a UDC inmate, click here.

Who do I contact to block or unblock my number from Utah Department of Corrections inmates?

Blocks on Phones

When you receive a call from UDC inmates, you will be given the option to refuse that call. Additionally, you will be given the option to block all future calls from UDC. If a called party inadvertently blocks their phone number in error, they should call Customer Service at 888-506-8407 to remove the block.

Who does an inmate contact if they are having problems completing calls?

Inmates submit a form through the mail addressed to INMATE PHONES for any problems, questions or concerns, they may also contact their CHS (caseworker).

What other restrictions are there on calls from UDC inmates?

The following restrictions may be applied by the UDC to inmate calls:

  • Limits on length of calls or calling availability hours.
  • Limits on number of inmate calls or total monthly call minutes.
  • Call monitoring, recording, and inmates' use of a PIN (in order to place calls).
  • Blocks on types of phone numbers (such as 800 numbers) or selected phone numbers.
  • Temporary or permanent denial of phone usage rights for such reasons as disciplinary problems or requests by a called party.
How does a released inmate get a refund on their debit account?

Pre-addressed post cards are typically provided at release for inmates to mail in debit refund requests. Alternatively, requests may be mailed to:

CenturyLink/ICSolutions
Debit Refund Request
2200 Danbury Street
San Antonio, TX 78217
  • Requests must include the inmate's name, inmate I.D. number, residential address, daytime phone number, and date of release.
  • For records retention purposes, refund requests must be received within 30 days of release
  • Please allow up to eight weeks for the refund to be received.
How do I get a refund for unused Prepaid Services services once my loved one is released?

Simply call ICSolutions at 888-506-8407. Written requests can be mailed to:

CenturyLink/ICSolutions
Prepaid Services Request
2200 Danbury Street
San Antonio, TX 78217

Include your name, address and the phone number associated with the Prepaid Services account.

Please also allow up to eight weeks for refunds by mail to be received.

Why was my call disconnected?

Calls can disconnect for a variety of reasons including:

  • Accepting call waiting
  • Using a cordless phone
  • Placing a call on hold
  • Dropped calls from a cell phone or VoIP number (phone service over the internet) due to poor coverage
  • Security reasons within the facility
Who do I contact about Traditional Collect calls on my local phone bill?

Traditional Collect calling at UDC was eliminated in July 2016. Customer service for Traditional Collect calls received prior to July 2016 is available at 888-664-7839.

I am an attorney or bail bondsman. How do I set up a Direct Billed Account?

Simply call CenturyLink's billing agent ICSolutions at 800-464-8957 or visit their website at www.icsolutions.com

Once Prepaid Services or Debit phone services are purchased, how long does it take before I can receive phone calls?

Once prepaid phone services are purchased calls can be accepted almost immediately thereafter.

My phone call was inaudible or was disconnected prematurely. How can I get a refund for the cost of that call?

Please call Prepaid Services customer support at 888-506-8407.

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.

I am an attorney. How do I ensure my calls are set up as 'do not record'?

Registered attorney phone numbers are set up in the inmate telephone system as "Do Not Record". Inmates must submit a request form to add an attorney number to the list or the attorney may contact our Site Administrator directly to have their number set up.

Facility Site Admin Contact
Draper 801-576-7684
Gunnison 435-528-6146

In order to be approved, the attorney phone number must match the office number on their state bar listing. If you hear the pre-call admonishment that this call is subject to monitoring and recording, your number is not properly registered.