Do I need a credit card to create an account?

No, a credit card is not required, however if you would like to pay for additional phone calls you will need to add a credit card to your account.

How do I delete my account?

You can discontinue your account by contacting Customer Service.

How do I find out how much money is on an Inmate’s Account?

Only the inmate knows their own balance. If you deposited to an Inmate’s Account, you will need to ask the inmate what their balance is. You can do this over the phone or schedule a video visitation or send a message, if available.

How do I find out how much money is on my Friends & Family Account?

Call Customer Service: 1-866-713-4761 (or 844-369-7776 for British Columbia facilities) to hear your balance.

What accounts can I transfer from/to?

As a customer, you’re able to transfer funds to the Inmate’s Account (inmate’s personal account). Additionally, these transfer rules apply:

  • Transfers from the Inmate Account to a phone number are not allowed.
  • Transfers from a Friends & Family Account to an inmate’s Trust & Commissary Account are not allowed.
  • Transfers from an inmate’s Trust & Commissary Account are available to the Inmate Account only, at most facilities.
  • Each deposit can be transferred only once, and must be done through Customer Service: 1-866-713-4761 (or 844-369-7776 for British Columbia facilities)

Do I have to sign a contract with you to use your services?

A contract is not required to use our services. Deposits can be made as often as needed, at any time.

Do you offer monthly plans to allow the inmate to make unlimited calls?

Friends and Family may purchase calling bundles for inmates held in custody in the following Provincial facilities:

  • Manitoba
  • Nova Scotia
  • New Brunswick
  • Saskatchewan

To purchase a calling bundle, visit https://shop.inmatephones.ca/shop/, select the appropriate facility, then select “Call Packages.”

See Also:
How to deposit funds  
How do I set up an account and what are my deposit options?

How do I set up an account and what are my deposit options?

You have four ways to make a deposit.

  1. The quickest way is to set up an account online at https://secure.telmate.ca. When you make a deposit, your account will automatically be created.
  2. At the facility lobby using the kiosk.
  3. Using the automated system when you call Customer Service.
  4. Speaking directly with a Customer Service representative. (This incurs an extra service fee which varies between facilities and may vary depending on the amount of your deposit.)

You have three types of accounts you can set up.

  1. With the Friends & Family Account, funds go into your account to pay for phone calls (or any other communication services available at your facility). Your friend or loved one can only call the phone number you’ve specified.
  2. With the Inmate Account, funds go into an inmate’s account to pay for communication services such as phone calls, video visits and messaging. Your friend or loved one can communicate with any authorized contact.
  3. With the Trust & Commissary account, funds go into an inmate’s account for purchasing items from the facility such as snacks, toiletries and other goods and services.

See Also:
How to deposit funds
Do you offer monthly plans to allow the inmate to make unlimited calls?