Burke County Jail Phone Calls. How PayTel Works

Why You Cannot Call In

You cannot dial Burke County Jail and get transferred to the person’s cell. The jail does not work that way. The person inside uses PayTel phones or an inmate tablet to call out to approved numbers. Your job is to make sure your number is registered 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. You can register a cell phone, a home landline, or both.

If your number is already registered with PayTel from a previous facility or another person, log in to your existing account and confirm your number is still active.

Step 2. Fund the Account

Calls through PayTel are billed by the minute. There are two ways to fund calls:

Option A: Fund your own PayTel account. Add a prepaid balance to your account at paytel.com. When the person calls your number, the cost is deducted from your balance.

Option B: Fund the person’s jail account through JailATM. Deposit money through JailATM at jailatm.com. The person can use their account balance to pay for calls from their end. See the send money guide for JailATM deposit instructions.

Either option works. Many families use both.

Step 3. Wait for the Call

Once your account is set up and funded, the person can call you during phone access hours at Burke County Jail. PayTel kiosks and inmate tablets are available in all general population units.

You do not need to do anything special to receive the call. Answer like a normal phone call. If it is a PayTel call, you may hear a brief automated message identifying the call before it connects.

Monitoring and Recording

All calls at Burke County Jail are monitored and recorded. This is standard at county jails. Do not share sensitive personal information, attorney-client discussions, or anything you would not want recorded. Attorney calls are typically handled separately through the jail.

If Calls Are Not Connecting

If the person is calling but you are not receiving the calls, check the following:

• Carrier blocking: Some cell phone carriers block calls from correctional facilities by default. Contact your carrier to ask about this and request that correctional facility calls be unblocked.
• Wrong number: Confirm the number on your PayTel account matches exactly what the person is dialing.
• Low balance: Check that your PayTel account has enough funds. If the balance is too low, calls may not connect.
• Number not registered: Make sure you completed the PayTel account setup fully and that your number is active.

If the problem continues, call PayTel kiosk customer support at 1-844-394-6639. You can also call the jail at (828) 764-9590 to check whether there are restrictions on the person’s phone access.

Disciplinary Restrictions

Inmates in disciplinary status may have phone access reduced or suspended. If the person stops calling and you are not sure why, call the jail at (828) 764-9590 to ask.

PayTel and Video Visits

PayTel also handles video visits at Burke County Jail. The same account you use for phone calls can be used to schedule remote video visits from home. See the visitation guide for how to schedule video visits and what they cost.

Rates and Fees

PayTel charges per-minute rates for calls. The current rate is not published here because rates can change. Log in to your PayTel account at paytel.com or call PayTel support at 1-844-394-6639 to confirm the current rate for Burke County Jail.