Buncombe County Detention Phone Calls. How Paytel Works

Why You Can’t Call In

You cannot call Buncombe County Detention and reach your loved one directly. The facility uses jail phones connected to the Paytel system. The person inside dials out to numbers registered on approved lists. Your job is to make sure your number is set up and funded so their call connects.

Step 1. Create a Paytel Account

Go to paytel.com and create a free account. Use your real name and the phone number you want them to call. This is the number that will receive calls from the facility.

If you have multiple people who want to receive calls, each person may need their own account, or you may be able to add multiple numbers. Check Paytel’s website for current options.

Step 2. Check Current Rates

Paytel does not publish a fixed rate on the Buncombe County Sheriff’s website. Once you log in to paytel.com, you can see the per-minute rate for calls from Buncombe County Detention Facility. Rates depend on whether the call is local, in-state, or long-distance.

County jail call rates can change. Check your Paytel account for the most current pricing before funding.

Step 3. Fund the Account

Add money to your Paytel account before you expect a call. You can fund it with a debit or credit card. Without a balance, calls may not connect or may be cut off mid-call.

The person inside may also be able to pay for calls from their commissary account if the facility allows it. See the send money guide for how to fund their commissary through InmateCanteen.

Step 4. Receive the Call

Once your account is set up and funded, the person can call your registered number during phone access hours at the facility. Phone access hours are set by the jail and are not published online. The person inside will know when they can use the phones.

When a call comes in, you may hear a recording saying the call is from a corrections facility. Follow the prompts to accept. If you miss the call, the person will need to try again. You cannot call back to Paytel to retrieve the call.

If Calls Aren’t Connecting

Check these things first:

• Is your phone number correctly entered in your Paytel account?
• Is there a balance in your account?
• Has your carrier blocked calls from correctional facilities? Some carriers do this by default.

If calls still fail, contact Paytel customer support through their website or call (828) 250-4503 to check whether there’s an issue on the facility’s end.

Call Monitoring and Recording

All calls through Paytel at Buncombe County Detention are monitored and recorded. This is standard practice at county jails across the country. Attorney-client calls may have different handling. If you need to discuss legal matters, advise the person to go through their attorney’s office.

Blocked Numbers

Paytel allows you to block specific numbers from receiving calls. If you need to block or unblock a number, log in to your Paytel account and manage your settings. You can also contact Paytel support for help.

What About Video Calls?

Remote video visits are available separately through iWebVisit at www.iwebvisit.com. This is a different system from Paytel. See the visitation guide for how to set up a video session.