Frequently Asked Questions

We are asked frequently how our service works and the different options that are available to our clients. Here are a few FAQs and answers that may help to resolve some questions you may have

How Does Prison Calls Unlimited Work?

Prison Calls Unlimited is a service where you subscribe and receive a new 01 or 02 number to give to your Inmate friend or relative. This 01/02 number is typically for the area you live in - oits like an alternative home landline number. Your loved one or friend in prison then uses this number to call you - calls are delivered to an app on your phone.  You pay a fixed amount every month and get an unlimited ability to have calls delivered to you.  The person in prison is charged only for a local call when they call you, even though their call is being delivered to your mobile. Typically those calls cost them between 4 and 10 pence per minute (dependent on the institution than they are in). This is much cheaper than calling you directly, so they save money too! Unlike for some services (like 0800 numbers), all prisons allow inmates to contact their loved ones using an 01 or 02 number. All the prisoner needs to do is to give the prison the number to be added to their PIN saying that it is your home number.

Are the calls made to my service, free to the caller?

Calls to this number are charged as a National Call. While this is not free, It is far cheaper for Prisoners to call you via this service, than by calling your mobile directly.

Can I have more than 1 number?

Yes, you can have more than 1 number - in fact, you are able to have as many as you wish. Use them for Friends and Family.

Do all Prisons accept these numbers?

Yes, all prisons accept 01/02 numbers for family members. All you need to do is tell the prison that this is your personal home number, and it should be added to their PIN without incident.

Are there any Limits to Prison Calls Unlimited?

Our UNLIMITED bundles include truly UNLIMITED inbound calls. That means you can receive as many calls as you want, every month! There are no fair use limits and no small print sneakyness. Click here for a short video explaining what we mean by UNLIMITED

How long do top-ups last?

Top-ups last for ages because the call rates are so low. Calls to UK National and Mobiles are just 2p per minute

How do I cancel?

We don’t believe in long-term contracts, so all you need to do to cancel is to give us 30 days' notice. During your 30-day notice period, you can continue to use the service. After the 30-day period, no more payments will be due, although payments already due will have to be paid. To cancel, please email theteam@priosncallsunlimited.co.uk, and the team will confirm yor request within 1 working day.

How do top-ups work?

Top-ups are how you pay for additional inbound minutes in the 'Non App' service. To do a top-up payment all you do is sign into our portal at https://my.prisoncallsunlimited.co.uk/Home/Login . You will then be able to select from a range of top-up options from £10. If you choose higher top-up options, you will also be given “bonus top-up” in the form of additional credit. PLEASE NOTE that all top-up payments are non-refundable so please don’t top-up if, for instance, you envisage cancelling your service, as any remaining balance will be lost at the end of the cancellation period.

Can I get a refund on my top-ups that I have not used?

Unfortunately, we are unable to refund any top-ups.

Can anyone call my PCU number?

Anyone can call your number from anywhere as long as they can make a normal 01/02 call.

Does Prison Calls Unlimited have a Family Plan?

It is easy for Families to use PCU. Our plan is priced to encourage the use of multiple numbers by family members so, if a friend or family would like to use the service then either you can sign up for them, or you can simply tell them to sign up on our website.

What is my PCU customer portal for?

The portal is your way of managing your 'Non App' account and adding top-ups. It can be accessed here: https://my.prisoncallsunlimited.co.uk/Home/Login using the credentials you were given at the time of signup. In the portal, you can see your call history and select from a range of top-up options. Cancellations and Billing information changes cannot be made through the portal. For cancellations and to change your card details please email theteam@prioncallsunlimited.co.uk, and one of our team will be pleased to help.

If I go abroad will be number still work?

There are no roaming restrictions on your APP, so as long as you have internet access (Wifi or 4G) then your APP will work ANYWHERE. There are also no time limitations, so you could use our service if you live overseas permanently.  On 'Non App' services this is dependant on if you have roaming enabled with your mobile phone service provider.

Can I change my mobile phone and still keep the app?

If you need to change your device, you are able to move the APP to another phone. All you need is the QR code and credentials you were given when you signed up. Firstly delete the APP on your old device - don’t worry, none of your information or top-ups will be lost. Then, on your new device download the CLOUDNUMBER app from your APP store on either iOS or Android. Follow these instructions to install and you’ll be good to go:

For iOS please watch : https://www.youtube.com/watch?v=niTVbGRiG-Q

For Android please watch: https://www.youtube.com/watch?v=KaXGlpszHyw

How do I change my card details?

Changing payment methods cannot be done in the portal. If you need to change cards or have an issue with payment, please contact our support team by emailing theteam@priosncallsunlimited.co.uk, where we will be pleased to help.