Can I top up a prisoners phone credit?

Staying in touch with someone in prison is one of the most important ways to support them during their sentence. Phone calls play a central role in keeping that connection alive, but many people are unsure how to ensure their loved one has enough credit to make calls. This guide explains how prison phone systems work in the UK, how to top up credit, and how services like Prison Call can help make staying connected easier and more affordable.

How phone calls work in UK prisons

Prisoners in the UK use a secure phone system managed by approved providers. They can only make outbound calls to a list of approved contacts—such as family, friends, and legal representatives. Incoming calls aren’t allowed, except in rare emergency situations.

Each prisoner is assigned a PIN and can access communal phones during set hours of the day. All calls are recorded and monitored for security reasons. The cost of a call depends on whether it’s made to a landline or mobile, with mobile calls typically being more expensive.

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.

Reducing call costs with Prison Call

Prison phone calls—especially to mobiles—can be costly, with rates of up to 25p per minute. For families on low incomes, this adds up quickly. Prison Call offers a practical solution: a virtual landline number that forwards calls to your mobile at a landline rate.

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.

Keeping in touch with someone in prison is critical—but it takes planning, patience, and the right tools. Understanding how to top up phone credit, knowing what systems are in place, and using services like Prison Call can ease both the logistical and financial burden. Consistent phone contact can make a major difference in someone’s sentence and support their journey toward rehabilitation and reintegration.