Phone, Tablet & Messaging Guide

CDCR public guidance: audio calls made from standard institution wall phones and tablets are free. CDCR also says incarcerated people with tablets are eligible for 15 minutes of free video calls every two weeks.

Use this when

Calls stop, tablet messages do not go through, video visits fail, or you are not sure whether the issue is facility or app-related.

Highest-risk mistake

Assuming silence means something personal. Modified program, transfers, RHU, reception, medical housing, and vendor issues can all interrupt contact.

Account problem?

Use the vendor support route for login, app, payment, message, or device issues.

Safety concern?

Do not wait on a tablet reply. Call the facility main number and use the emergency script.

Common family problems

You usually cannot call the person back directly. Calls generally go out from the institution or tablet system.
Missed calls, tablet outages, lockdowns, modified program, and transfer delays can all interrupt contact.
Provider transitions can affect messages, photos, and access. CDCR says families should contact vendor customer support lines for support and major outage notices will be posted on the CDCR website.
Do not send sensitive legal strategy through regular tablet messaging or phone calls.

When communication stops

Check CDCR visiting/status and news pages for facility-wide issues.
Check whether the person transferred, entered reception, RHU, medical housing, or modified program.
Contact the vendor support line for account/app problems.
For safety concerns, call the facility directly and use the emergency script.

When contact suddenly stops script

Hello, I’m trying to understand whether there is a facility-level reason calls or tablet contact may have stopped. Can you confirm whether the facility or this person’s housing unit is on modified program, lockdown, quarantine, transfer hold, reception status, RHU status, or another restriction affecting phone/tablet access?