What Paytel is and why you need to add an inmate

Paytel is a phone and messaging service for people in correctional facilities. If someone you know is incarcerated, you use Paytel to set up an account that lets them call or text you, and to add money to their account so they can make those calls. Before an inmate can contact you, you have to add them to your Paytel account first — the system won't let them reach you otherwise.

The process takes about 10 minutes and requires basic information: the inmate's full name, their booking or inmate number, and the facility where they're held. You'll also need to create a Paytel account if you don't have one, which means a username, password, and a way to pay (debit card, credit card, or bank account).

Key Takeaways

  • You must create a Paytel account and add the inmate's information before they can call or message you.
  • You'll need the inmate's full name, inmate number, and the exact name of their facility to complete the setup.
  • The inmate number is usually on their paperwork or you can get it by calling the facility directly.
  • Once added, the inmate can call or message you when ready, but you'll need to fund their account if you want them to be able to make calls.

Finding the inmate's number and facility information

Before you can add anyone, you need two pieces of information: their inmate number and the exact name of the facility. The inmate number is a unique identifier the facility assigns when someone is booked in. If the person you're trying to reach gave you paperwork (a booking sheet, court documents, or a commissary form), the number is usually printed on it.

If you don't have paperwork, call the facility's main number directly and ask for the inmate's number. Have their full legal name ready — the name they were booked under, not a nickname. The facility staff can tell you the number in under a minute. Write down the facility's full official name too, because Paytel's system is exact: "County Jail" and "County Detention Center" are different entries, even if they're the same building.

Creating your Paytel account

Go to paytel.com and click "Sign Up" or "Create Account" at the top of the page. You'll enter an email address, create a password, and choose a username. Use an email you check regularly — Paytel sends confirmations and account alerts there.

After you confirm your email, Paytel will ask for your name, address, and phone number. This is standard verification; they're not running a background check on you. Next, you'll add a payment method: a debit card, credit card, or bank account information. You don't have to fund the account right now, but you'll need a payment method on file before the inmate can make calls.

Adding the inmate to your account

Once you're logged into Paytel, look for a button or link that says "Add Inmate," "Add Contact," or "Manage Inmates" — the exact wording changes occasionally, but it's always on the main dashboard. Click it and you'll see a form with three required fields: the inmate's full legal name, their inmate number, and the facility name.

Type the inmate's name exactly as it appears on their booking paperwork — middle initial and all. Copy and paste the facility name from the Paytel dropdown if one appears, because spelling matters. If the facility isn't in the dropdown, type it carefully and Paytel will search for it. Once you submit, the system checks whether that person is actually in that facility. This usually takes a few seconds, but can take up to an hour.

If the system can't find the inmate, double-check the spelling of the name and facility, and verify the inmate number is correct. Call the facility again if you're unsure. Once Paytel confirms the match, the inmate is added to your account.

What happens after you add them

The inmate can now see your contact information in their Paytel account and can call or message you when ready. However, if you want them to actually make calls, you need to add money to their account. Without funds, they can only send messages (if the facility allows it) or receive calls from you.

To add money, go to your Paytel account, find the inmate's name, and select "Add Funds" or "Add Money." You can add any amount — $10, $25, $100, whatever you choose. The money goes into their account and they can use it to make calls at whatever rate the facility charges. Rates vary by facility and by call type (local, long distance, video calls), so ask the inmate or check the facility's phone rates on Paytel's site.

Troubleshooting if the inmate doesn't appear

The most common reason an inmate doesn't show up in Paytel's system is that they haven't been booked into the facility yet, or they're in a facility that doesn't use Paytel. Some jails and prisons use different phone systems — GTL, Securus, or others — so Paytel won't have them in their database.

Call the facility and ask which phone service they use. If it's not Paytel, you'll need to set up an account with that service instead. If the inmate was just arrested, wait 24 to 48 hours and try again — the booking process takes time and the facility's records don't always sync to Paytel when ready. If you've waited two days and still can't find them, call the facility's booking line and confirm they're actually there and that Paytel is the phone service they use.

Managing multiple inmates on one account

You can add more than one inmate to a single Paytel account. Each one appears as a separate contact, and you manage their funds independently. If you're supporting multiple people, you can add money to one person's account without affecting the others.

Keep track of which inmate is in which facility, because names can be similar and mistakes are straightforward. When you add funds, make sure you're putting money in the right person's account. Paytel shows the facility name next to each inmate's name to help you keep them straight.

Frequently Asked Questions

How long does it take for an inmate to show up in Paytel after they're arrested?

Usually 24 to 48 hours. The facility has to book them into the system, and then that information syncs to Paytel. If it's been longer than two days, call the facility's booking line to confirm they're there and that Paytel is the phone service being used.

Can I add an inmate if I don't know their inmate number?

You can try using just their name and facility, but the system works better with the inmate number. Call the facility's main line and ask for it — they can give it to you in under a minute if you have the person's full legal name.

What if the inmate's name is spelled differently on different documents?

Use the spelling from their booking paperwork or the facility's records. That's the name Paytel will have in their system. If you're not sure which spelling is correct, call the facility and ask how the inmate's name appears in their system.

Do I have to add money to the account right away?

No. You can add the inmate without funding their account. They can still receive calls from you and send messages (if allowed). You only need to add money if you want them to be able to make outgoing calls.

Can the inmate add themselves to Paytel, or do I have to do it?

You have to do it. The inmate can't create a Paytel account from inside the facility. Once you add them, they can manage their own account and see who has them listed as a contact.