Frequently Asked Questions

We know you have questions, here’s a list of our answers.

Inmate & Facility Questions

Can you tell me the rate of my calls from my inmate’s facility?

State and County inmate rates are determined by the facility provider and are subject to change. Pigeonly will provide you with the best-rate number available to help you save on your calls. On average, our customers see a 40-60% savings.

Federal inmates pay $0.06 per/minute with our best-rate number.

Do you service all facilities?

Yes. All of our products and services are available to all state, county, and federal facilities that are located in the U.S. * If your loved one is housed in a TDCJ facility, at this time we are not able to provide telephone service. However, ALL other services are available to you.

Will my inmate still have to pay for the phone calls?

Federal inmates pay for their phone calls out of their commissary accounts. For State and County inmates, the calls are deducted from the pre-paid phone account that is funded with the $25 payment.

What do I do if my inmate moves or transfers?

Don’t worry. We just need to update your inmate’s location for the services that require mailing. If we need to provide you with a new best-rate number to continue save on your calls, we will do that free of charge.

How many minutes does my inmate get?

The inmate is allowed to use the best-rate number for as many minutes as the facility allows.

Can I check the balance on my prepaid account for State or County inmates?

Yes. Just contact our customer service department during business hours.

How many inmates can I add?

There is no limit to how many State, County or Federal inmate contacts you can add to your account.

Payment Questions

Why do I have to add $25 on top of my monthly fee for my State or County Inmate?

The $25 goes to the phone provider to set up and fund your inmate prepaid calling account.

What is recurring billing?

We will automatically bill your credit card monthly on your scheduled bill date. If your payment fails, we will continue to retry payment to reactivate your account periodically as long as you have an active subscription if you have not called in to cancel your subscription.

What forms of payment do you accept?

We accept all major credit cards; Visa, Mastercard, American Express, and Discover. We also accept prepaid cards. Currently we do not accept Western Union, MoneyGram, or personal checks for payment.

Can I use someone else’s credit card for payment?

Yes. If a user wishes to pay with any card that is not in their name we must first speak to the card holder and receive their consent on a recorded line.

Why do I need to have a credit card on file?

Our subscriptions are billed monthly and require a credit card on file to facilitate this.

Do I get a monthly bill in the mail?

No. You may review your billing cycle date anytime online or if you need an invoice we can provide one upon request.

Account Questions

I already have an account with Securus, GTL, ICS or Etc…. Can I add my best rate number to it?

No. Pigeonly will set up and manage your prepaid calling account that is associated with our best rate number.

Can I switch my services?

Yes. You can switch out your services at any time online in your account settings area.

How do I cancel my account?

You can cancel your inmate’s subscription at any time online. All you need to do is select your inmate, select Edit, select Manage Plan, and then select Cancel Subscription.

Can I cancel an order once checked out?

No. There is a preview screen prior to checkout and all changes need to be made prior to processing payment.

What if my phone number changes?

You can always choose where you would like your calls to be routed. If you need to change the phone number where your calls are forwarded, you can update it in your account settings area.

Didn’t find your question?

Feel free to send us a message below, or call us during open hours so we can assist you.