Alamance County Detention Center Phone Calls

How Phone Calls Work

Phone calls at Alamance County Detention Center are outbound only. The person inside places the call from a jail phone. It then routes through the Paytel system to your number. You cannot call in to reach an inmate directly.

For a call to connect, one of three things must be in place: you have a funded Paytel account with the number registered, the person uses a prepaid calling card purchased through commissary, or you accept a collect call on a landline.

Option 1: Set Up a Paytel Account (Most Convenient)

This is the simplest way to receive calls reliably.

Step 1. Go to paytelconnect.com/account/new or call 800-729-8355 to create a free account.

Step 2. Add your phone number to the account. Only registered numbers can receive Paytel calls.

Step 3. Load credits to your account. When the person calls your number, the charge draws from your balance.

Step 4. Let the person inside know your number is set up and has credits. They can then call you from the jail phones.

Fees per minute vary. The current rate is shown when you add funds at paytelconnect.com. Rates for local, in-state, and interstate calls may differ.

Option 2: Prepaid Calling Card

The person inside can purchase a Paytel prepaid calling card through commissary. The card comes with a set number of minutes. When the card runs out, they need to buy another one. This option does not require you to set up an account, but it does require money in the commissary account to buy the card.

See the send money guide for how to fund the commissary account through Oasis/JailCanteen.

Option 3: Collect Calls

If you have a landline, you can accept collect calls through Paytel without setting up an account. Cell phones typically cannot accept collect calls through jail phone systems.

If you receive a collect call, the charge is billed to your phone account. Collect call rates can be higher than prepaid account rates. Check with your phone carrier about whether collect billing is active on your line.

Digital Messaging Through JailATM

If phone calls are difficult to coordinate, JailATM offers digital messaging. Families can send and receive messages through the JailATM app or at deposits.jailatm.com. Messages cost approximately $1.00 each.

Digital messages are asynchronous: you send a message, the person reads it when they have tablet access, and they reply when they can. It is a good supplement to phone calls, especially across time zones or work schedules.

Call Monitoring and Recording

All calls through Paytel at Alamance County Detention Center are monitored and recorded. Do not say anything on the phone that you would not say in front of a law enforcement officer.

Attorney-client calls are handled separately and may be unrecorded depending on the facility’s policy. If the person has a public defender or private attorney, the attorney coordinates privileged call access directly with the jail.

What Numbers Can Be Called

The person inside can only call phone numbers that have been approved and added to their call list. To add a number, the person typically submits a request to the jail with your phone number. This process varies by facility. Call (336) 570-6317 to ask how to get your number on the approved list.

How to Block or Unblock Your Number

If your number was blocked or calls stopped connecting, contact Paytel at 800-729-8355. You can also log in to your paytelconnect.com account to manage your number settings. If the issue persists, call the Detention Center at (336) 570-6317.

Troubleshooting Failed Calls

If a call attempt fails or drops before you can talk:

• Confirm your Paytel account has a positive credit balance.
• Check that your number is registered correctly on the account.
• Make sure your number is on the person’s approved call list.
• If using a cell phone for collect calls, switch to a landline or set up a Paytel account instead.
• Contact Paytel at 800-729-8355 for technical issues.

International Calls

International call availability through Paytel depends on the facility’s settings. If you need to receive calls from someone in Alamance County who has family overseas, contact Paytel at 800-729-8355 to ask about international options.

Tips for Staying Connected

• Load credits to your Paytel account before visits run out, not after. This avoids gaps in contact.
• Let the person inside know your schedule so they call at a time when you can answer.
• Supplement calls with mail and photos (see the mail and photos guide) for messages that don’t depend on timing.
• Use JailATM digital messaging for quick notes between calls.