Surry County Detention Center Phone Calls. How PayTel Works

How Calls Work at Surry County

PayTel Communications handles all inmate phone calls at Surry County Detention Center. The person inside uses a jail phone to call you through the PayTel system. Calls can only connect to phone numbers that have been registered and approved in your PayTel account.

You cannot call the jail and ask to speak with someone. The only way to have a phone conversation is for the person to call you.

The Collect Call Problem

This is the thing most families run into. Collect calls from a jail go through the phone carrier on your end. Most cell phone providers block collect calls because of billing complications. If you only have a cell phone, a collect call from Surry County Detention Center will likely fail to connect.

The solution is a PayTel account. When you set up a PayTel account and link your phone number, the call goes through PayTel’s system instead of your cell carrier’s collect call billing. The cost comes out of your PayTel prepaid balance or the person’s account inside.

If you have a landline, collect calls may still work, but setting up a PayTel account is the more reliable option regardless.

Step 1: Set Up a PayTel Account

Go to paytel.com and create a free account. Use your real name and the phone number you want to receive calls on.

Or call PayTel support at 1-800-729-8355 (1-800-PAY-TELL) to set up your account by phone.

Step 2: Add Your Phone Number

Inside your PayTel account, add the phone number you want the person to call. The number must be registered before they can reach you.

Step 3: Fund the Account

Calls cost money per minute. You have two options:

Option A: Fund your PayTel account. Add a prepaid balance at paytel.com. When the person calls your number, the cost comes out of your account balance.

Option B: The person pays from their account inside. If they have money from a commissary deposit, they may be able to pay for calls from inside the facility. See the send money guide to put funds on their account through JailPackStore.

Step 4: Receive the Call

Once your number is registered and there is money available, the person can call during their phone access time. PayTel may play an automated message identifying the call as coming from a Surry County Detention Center inmate. Follow the prompts to accept.

Call Rates

PayTel’s per-minute rate for calls at Surry County Detention Center is not published in the verified data for this page. Log in to your PayTel account at paytel.com or call 1-800-729-8355 to check current rates. Rates can vary by call type and funding method.

Photo Messaging

In addition to phone calls, you can send approved photos through the PayTel Connect app. Each approved photo costs $0.25, charged to the sender. Photos are reviewed before they reach the person inside.

Photo rules for messaging: No explicit, violent, or gang-related content. No nude or partially clothed images. See the mail and photos guide for more detail on what photos are accepted.

What Numbers Can Be Called

The person can only call numbers registered in the PayTel system. If your number is blocked or not recognized, the call will not connect. Make sure your number is correctly entered in your PayTel account.

PayTel may also block certain VOIP numbers or numbers that have been flagged. If calls are not connecting and your number is correctly registered, call PayTel support at 1-800-729-8355 to check for restrictions.

Call Monitoring and Recording

All calls at Surry County Detention Center are monitored and recorded. This is standard for county detention facilities. Attorney-client calls may be handled differently under privilege rules; confirm this directly with the facility at (336) 401-8975.

If Calls Are Not Connecting

Try these steps in order:

1. Confirm your phone number is correctly entered in your PayTel account.
2. Check that your account has a balance, or that the person has funds on their inside account.
3. Ask the person to confirm they are dialing the right number.
4. Contact PayTel support at 1-800-729-8355.
5. If you have a cell phone, confirm with your carrier that collect or third-party calls are not blocked on your line.

If the issue is not resolved, call the facility at (336) 401-8975.

How to Stop Receiving Calls

Log in to your PayTel account at paytel.com and remove or block your number. You can also call PayTel support at 1-800-729-8355 to request a block.

Staying in Touch Between Calls

If phone access windows are limited or calls are not connecting, consider sending a letter or photos. See the mail and photos guide for the correct address and mailing rules. You can also schedule a video visit through PayTel Connect; see the visitation guide for how that works.