How to add your prison call number to a PIN list

Staying connected with a loved one in prison is one of the most important ways to offer emotional support, maintain relationships, and ease their time inside. One of the best tools for this is Prison Call, which provides a virtual landline number so prisoners can call your mobile at landline rates, saving money every time. But for them to use this number, it must be added to their approved PIN list. This guide walks you through exactly how to do it, step by step, so you can start receiving calls as soon as possible.

What is a prisoner PIN List?

In UK prisons, all prisoners use a controlled phone system. To maintain security, they cannot dial any number they want. Instead, each prisoner has a PIN phone system—a secure system that requires them to enter a personal identification number (PIN) before making calls. They can only call numbers pre-approved and added to their individual PIN list.

The process of adding a number involves submitting a request to prison staff, getting approval, and having the number programmed into their PIN phone account. Only then can a prisoner use their allocated phone credit to make calls to that number.

Adding your Prison Call number

If you’re using Prison Call, you’ll receive a virtual landline number that redirects calls straight to your mobile. This helps reduce call costs significantly because calls to landlines in prison are far cheaper than calls to mobiles. It means your loved one can call you more often and for longer without burning through their phone credit. To make this possible, your Prison Call number must first be added to their approved PIN list—otherwise, they won’t be able to call it.

How to add your Prison Call number to a PIN list

Set Up Your Prison Call Number
The first step is to set up your Prison Call number. Head to https://www.callfromprison.co.uk, select a virtual landline package, fill in your details, and once you’ve signed up, you’ll be given your new virtual landline number. Keep this number handy—it’s what you’ll need to pass on to your loved one in prison so they can request it to be added.

Send the Number to the Prisoner
Once you have your Prison Call number, you need to share it with your loved one in prison. You can do this in a few different ways: write them a letter including the number, use the ‘Email a Prisoner’ service to message it electronically, or give it to them in person during a visit. Always make sure you write the number clearly, include your full name, your relationship to them, and explain that this is your number for prison calls.

For example:
Hi James, please add this number to your PIN list so you can call me at landline rates: 0203 123 4567. It’s my number through Prison Call and forwards straight to my mobile. Thanks! Love, Mum.

Prisoner Submits a PIN List Request
Inside the prison, your loved one needs to officially request your Prison Call number to be added to their list. This usually involves completing a PIN Phone Numbers Request Form where they list your number, your name, and your relationship. In some prisons, this process is done digitally via in-cell devices or kiosks. They’ll then hand this form to a designated officer or submit it through their wing’s system.

Approval Process
After submission, the prison’s security team reviews the request. They verify the number’s validity, confirm your relationship to the prisoner, and check for any security concerns. As long as your Prison Call number is a UK landline and the relationship is legitimate, the number is typically approved without problems. This can take anywhere from a few days to a couple of weeks. If it’s taking too long, encourage your loved one to follow up with the staff.

Number Activation
Once approved, the number is added to the prisoner’s PIN list. The prisoner will usually be notified, either verbally or via an in-cell system if available. From then, they’ll be able to call your Prison Call number from prison phones by entering their PIN, dialling your number, and connecting the call during their available phone hours.

Test the Connection
When your loved one makes their first call to your Prison Call number, make sure your mobile is switched on and ready. Answer the call, confirm everything sounds clear, and check the call quality. If there’s an issue, double-check your Prison Call settings or reach out to their support team for help.

Important tips for a smooth setup

When using a virtual landline, it’s important to select the right area code—something that looks like a regular UK landline (0203, 0161, 0121, etc.). Double-check that your loved one has the correct number and understands how it works. It’s worth explaining that although it looks like a landline, the call will reach your mobile. If the approval takes longer than expected, encourage your loved one to politely follow up with prison staff to avoid delays.

Common questions

Prisoners can usually have several approved numbers on their list, covering family, friends, legal advisors, and support services. If your number isn’t approved, it could be due to mistakes in the form or prison restrictions. Make sure the number is accurate, your relationship is clear, and the number uses a UK landline code. If problems persist, contact the prison’s general office for help.

Using a Prison Call number costs the prisoner the same as a standard landline call. This makes a huge difference, as calls to mobile numbers can be much more expensive. Once submitted, it generally takes between 3 to 10 working days for the number to be approved, although this can vary by prison.

Why does it matter?

Adding a Prison Call number to a PIN list is one of the smartest ways to cut the cost of prison phone calls. Mobile calls are expensive and use up prisoners' limited phone credit quickly. With a virtual landline, prisoners can call more often, talk for longer, and stay better connected to loved ones. Maintaining this connection not only supports their wellbeing but reduces the chances of reoffending once they’re released. The whole process—from setting up your number to getting it added—is simple and can make a meaningful difference during a tough time.

Phone calls to loved ones are a lifeline for prisoners. By adding a Prison Call number to your loved one’s PIN list, you’re making it easier for them to stay connected without using up valuable phone credit. It’s a simple, secure, and effective solution that benefits both prisoners and their families. If you haven’t set up your virtual landline yet, visit https://www.callfromprison.co.uk today. For extra advice and support, visit our Useful Resources or join our supportive Facebook group here.