Can I Top Up A Prisoners Phone Credit?

If you have a loved one in prison, staying in touch is often one of the most important ways to support them. Phone calls help maintain a connection with the outside world and give prisoners a sense of normality and hope. But what happens when their credit runs out? Can you top it up for them?

We’ll explain how phone credit works in UK prisons, whether you can top it up directly, and the best ways to help keep those important calls going.

How do prison phone calls work in the UK?

In most UK prisons, prisoners cannot receive incoming calls. Instead, they’re allowed to make outgoing calls using a pin-phone system. Each prisoner is given a unique PIN linked to their account, which they use to make calls to numbers that have been approved by the prison.

These calls are paid for using credit on their phone account, which they must top up themselves—usually from any money they’ve earned inside or from funds sent in by family and friends.

How to top up a prisoner's phone credit

To be able to make calls prisoners need credit on their phone accounts. Here are the main ways families and friends can help ensure they have enough credit to stay in touch:

1. Through the Prison’s PIN Phone System
Most UK prisons use a PIN-based prepaid system. Each prisoner’s calls are tracked through their personal PIN. To make a call, the prisoner must have sufficient funds in their account. Credit is deducted based on call duration and destination. We recommend contacting the prison directly to find out how they operate. Use our A-Z guide of UK prisons to contact and UK prison.

2. Direct Top-Up Services
Some prisons allow family members to top up phone credit directly through online platforms. These services vary by prison and telecom provider, so check with the prison directly to confirm availability and process.
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3. Transferring Money to a Prisoner’s Account
The most common way to fund phone credit is by transferring money to the prisoner’s main account, which they can then use to add phone credit themselves. Options include:

‍Online Transfer:
Use the official GOV.UK Send Money to Someone in Prison service. You’ll need the prisoner’s full name, prison number, and current location.

‍Postal Orders:
Send a postal order with the prisoner’s name and number. This method is slower and less secure.

‍Bank Transfer:
Some prisons accept direct bank transfers—check with the prison in question first.

Be aware that prisoners usually have a credit cap (around £50), and excess funds may not be usable until credit is spent.

Want to make calls cheaper right now?

Try Prison Call today, get your own virtual landline number and start saving instantly. Works with all UK prisons. This helps prisoners save on phone credit and lets families answer calls on their mobiles without paying mobile rates. The service is easy to set up and can save families over £100 a year.

Why staying connected matters

Regular phone contact is more than just a conversation—it supports rehabilitation, reduces reoffending, and strengthens emotional bonds. For prisoners, hearing from loved ones provides reassurance and a sense of continuity. For families, especially children, these calls reduce anxiety and help maintain healthy relationships.

Despite the value of staying in touch, many families face barriers: limited phone access, strict call schedules, and high call costs. Prisoners may also spend long periods locked in their cells, reducing their ability to make regular calls. These challenges make affordable, reliable communication options even more essential.

While you can’t top up a prisoner’s phone credit directly, you can support them by sending money to their account and helping them stretch that credit further with services like Prison Call.Every call matters. A few minutes on the phone can make all the difference to someone inside—and to the people waiting for them outside.