How do I create an account for Video Visits, Messages, and Photos?

Creating an Account

In order to participate in Video Visits, or send Messages and Photos to your inmate, you will need to create an account by following the steps below:

  1. Create an account by visiting
  2. Complete the Form
  3. You will need to review the Terms and Conditions, and check the box if you agree.
  4. Click Submit
  5. You will see a confirmation screen, and will receive an email with an activation link. 
  6. You must check your email and click the button “Activate Account”.
  7. Once your account has been activated, you’re able to sign in by visiting

How do I unblock a Contact that I blocked by mistake?

To unblock, click the Contacts tab, select the inmate, click the View Profile button and then click Unblock.

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?

Please note that Telmate does not sell personally identifying information about the users of our services to any third parties.

Telmate must deny your request to delete the personal information. Please understand that Telmate operates in a highly regulated industry and is subject to applicable rules and regulations of various federal and state governmental and quasi-governmental agencies. Telmate may retain personal information to:

· comply with federal, state or local laws;
· comply with a civil, criminal, or regulatory inquiry, investigation, subpoena, or summons by federal, state or local authorities; and
· cooperate with law enforcement agencies concerning conduct or activity that we believe reasonably and in good faith may violate federal, state or local law.

For example, under the California Consumer Protection Act, we may retain personal information for certain excepted purposes, including to:

· complete transactions for which the personal information was collected in order to provide goods or services that you have requested;
· take actions reasonably anticipated within the context or our ongoing business relationship with you;
· otherwise perform our contractual relationship with you and the third party’s Telmate provides services to; or
· comply with a legal obligation.

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, select the appropriate facility, then select “Call Packages.”

Pricing for call bundles is as follows:

  • 15 call Bundle – $19.95
  • 30 call Bundle – $34.95
  • 60 call Bundle – $59.95

*Taxes and fees are added to the cost of the bundle.  Taxes and fees may vary based on the province or territory.

  • Calls can be used for local or long distance calls to anywhere within Canada or the USA.
  • Max call length dependent on location, but is typically 20 minutes.  (Varies based on policies of the correctional centre)
  • Bundles expire after 30 days
  • No refunds on partial usage

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