What Happens If a Prisoner Runs Out of Phone Credit? UK Guide for Families

Cheap Prison Calls: Why prison calls are so expensive? Image

When someone you love is in prison, every phone call matters. It’s the main way you check on their wellbeing, reassure them of support, and keep family bonds strong during what’s often the hardest period of both of your lives.But phone calls from prison aren’t free. Prisoners have to pay for their own calls using personal credit and many families worry: what happens if a prisoner runs out of phone credit?

We take a look at exactly how prison phone credit works in the UK, what happens if it runs out, and what options are available to help keep communication flowing. It also covers how you, as family or friends on the outside, can reduce the costs, so you never have to miss those crucial moments of connection.

How phone calls from UK prisons work

The PIN phone system
UK prisons use a PIN phone system. Each prisoner is given a personal identification number (PIN) linked to an account. They can only make calls to numbers that have been pre-approved by prison security. Every call they make is automatically logged against their PIN, ensuring calls are properly tracked, monitored, and billed.

Calls aren’t free
Unlike the outside world where most people have unlimited minutes, in prison, all calls must be paid for by the prisoner using credit on their PIN account. If there’s no credit, they simply can’t make the call.

How do prisoners top up?
Prisoners top up their phone credit from their “spends account,” which is also used to buy items from the prison canteen. This account holds money that they’ve earned from prison jobs, or that family and friends have sent in.For many prisoners, especially those without external support or on very low wages (often less than £15 per week), balancing essentials like toiletries, snacks, stamps — and phone credit — is difficult.

So what happens if they run out?

Calls are blocked until more credit is added
If a prisoner’s PIN account drops to zero, they simply won’t be able to make any more calls until new funds are transferred.They might queue up at the wing phone, enter their PIN, and find the system rejects the call because there’s no available balance. For many families, this is exactly how they find out — suddenly, the phone stops ringing, and days might pass before they realise it’s a simple case of no credit.

No emergency override for social calls
There is no automatic top-up by the prison, and the prison does not advance money for social calls. If your loved one runs out of credit, they have to wait until either:they earn more from prison workor you send in money to their accountThe only exception is that many prisons will still allow an inmate to place a call for urgent legal matters or official purposes (for example to a solicitor) even if their social account is empty.

Can they borrow from others?
In some cases, prisoners might informally “borrow” credit or goods from others on the wing, but this often leads to debts and added risks, including bullying or violence.

How families typically find out

Many families first realise there’s no phone credit when calls simply stop. Some prisoners may write a letter explaining they’ve run out and asking for money to be sent in. Others may wait until the next visit to bring it up. This is why many families try to keep a small buffer in their loved one’s account. It’s heartbreaking when the silence stretches on, not knowing whether they’re okay, and it often turns out the problem is simply lack of funds.

How to send money so they can top up?

Using the official serviceIn England and Wales, the main way to send money to a prisoner is through the secure GOV.UK “Send money to someone in prison” service. You’ll need:
- their prisoner number
- their date of birth
- and the name of the prison

Funds usually appear in their account in 1–3 working days. They can then allocate some of this money to their phone PIN account.

Postal orders
If you prefer, you can also send a postal order by post. This is slower and carries a bit more risk of delays, but it’s still commonly used.

Important note: Always double-check the correct process with the prison. Sending money the wrong way could result in delays or returned funds.

The costs of prison phone calls

Typical charges
Calls from prison aren’t extortionate by official rates, but they add up fast. Prisoners on average pay:
- approx. 8p per minute to landlines
- approx. 19–25p per minute to mobiles

‍These figures mean that even a 10-minute call to a mobile can cost £2.50 — and for someone earning less than £15 per week, that’s a huge chunk.

Why calls to mobiles eat credit faster
This is the biggest drain. Many prisoners’ families no longer have landlines — everything is run off mobiles. But since calls to mobiles are charged at much higher rates, phone credit runs out far more quickly.

What about phone calls to solicitors or probation?

By law, prisons must enable prisoners to make confidential calls to legal advisors or certain official agencies. If your loved one needs to call their solicitor, the call is either:
- arranged through the prison staff directly and done in a monitored office
- or is zero-rated (meaning it doesn’t come out of their PIN credit)

But this only applies for legitimate official calls. Calls to family, partners or friends always require sufficient credit.

Can a prisoner ask staff for emergency credit?

No, there is no system where prison staff issue phone credit advances for social calls. If a prisoner has no money, they simply can’t make non-essential calls.However, in certain welfare scenarios (for example, after a family bereavement or serious illness), staff might facilitate a welfare call. This is usually done through the prison’s safer custody team or chaplaincy. It’s one brief call and does not solve ongoing credit needs.

How to prevent running out of credit?

Most families now use a virtual landline service like Prison Call to dramatically reduce costs. Here’s how it works:
- You set up a local landline number that diverts straight to your mobile.
- Your loved one adds this number to their approved PIN list.
- When they dial it, they’re charged the low landline rate (around 8p/min), even though it rings on your mobile.

This can more than halve the cost of their calls and helps keep their credit topped up longer meaning fewer missed calls and stressful silences.

Families using Prison Call often save £100–£300 a year, depending on how often they speak. It also stretches limited funds further, giving your loved one more freedom to call.

Other tips to avoid running out of phone credit

Check in regularly: if you’re sending money monthly, confirm how long it lasts.
‍Encourage short, more frequent calls: five-minute daily calls cost less than twice-weekly half-hour chats.
‍Talk about using letters as a backup: while slower, they keep communication flowing.
‍Sign up for account alerts if the prison offers them, or just keep a note of when money was last sent.

What if your loved one really can’t afford it?

Not every prisoner has family or friends who can send money, and in these situations, options are limited. They might apply for basic welfare support, which can sometimes include a small amount of phone credit, especially if they’re new to custody. They can also earn modest wages through prison work, though this is usually only around £8 to £15 per week — barely enough to cover essentials, let alone frequent calls. If there are serious safeguarding concerns, such as mental health risks tied to isolation, prison staff may arrange occasional welfare checks or brief calls. But regular, ongoing phone contact with family still relies on the prisoner having enough credit. There’s no government system that provides unlimited free calls to loved ones, meaning staying in touch often depends on what little they can earn or what support they receive from outside.

Why this matters so much

Regular phone contact is proven to reduce the likelihood of reoffending and has a clear positive impact on mental health. It eases the strain on both sides: prisoners feel less isolated and more hopeful, families have fewer sleepless nights worrying, and children get to hear from a parent and maintain those critical bonds. That’s why it’s so important to keep that line open however you can — whether by sending funds, setting up a virtual landline to cut costs, or simply encouraging shorter, more frequent calls to help stretch their balance.

So what really happens if a prisoner runs out of phone credit? Quite simply, their calls stop until they have more funds. They can’t ask the prison for extra credit for personal calls, which means they’re often left feeling cut off and more anxious. In many cases, families might not even realise what’s happened — only finding out days or weeks later through a letter or during a visit. By understanding how the system works, and by using services like Prison Call to dramatically lower call costs, you can help keep that vital lifeline open. It’s one less thing to worry about and makes coping with the distance a little easier for everyone. If you want to see how much you could save, visit www.callfromprison.co.uk or try the quick savings calculator, you’ll immediately see how many more calls your loved one could afford to make, without the stress of running out.

Need more resources?
Prisoners’ Families Helpline: 0808 808 2003
‍Prison Reform Trust: www.prisonreformtrust.org.uk
‍Prison Call: for cheaper calls and guidance on setting up your number.