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Details & FAQs
Technical Support

Create a support request with our technical support team

Request Cancellation

Request the cancellation of your product at the end of the month.

Frequently asked questions

Simply click on "Pricing" and select the package type you'd like.  Most Provincial facilities (jails) only receive Collect Calls, while Federal facilities can receive collect calls and calls from calling cards.

Then fill out the information on the registration form (you will need a Visa, Mastercard, Visa Debit, MasterCard Debit or Prepaid Credit Card to sign up). 

Please note if you are using a Prepaid Credit Card, you will need one from Money Mart, your Bank or the Post Office (the Gift Cards from Walmart or Shopper's Drug Mart will not work.)

Once you've completed signup and your transaction is successful service begins immediately.

Although your friend/loved one may have to get the number approved by the institution before he/she is eligible to contact you with the FedPhoneLine number.

If you have not received your password please check your junk or spam folders in your inbox.

If the FedPhoneLine Number and/or Password is not there email support@fedphoneline.com or call 1-844-320-9647 and we will send it to you.

You pay for each month you use this service with a payment method we accept (Prepaid Visa/Mastercard Accepted)

NOTE: Prepaid Credit Cards, purchased from a store like Walmart or Shopper's Drug Mart will NOT work.

If you are using a Prepaid Credit Card it must be from either Money Mart, your Bank or a Post Office.

Simply visit fedphoneline.com and login with your FedPhoneLine number as username and the the password assigned at the time of signup.

Once logged in, click on "Terminate" on the dashboard.

Your account will be terminated.  To reactivate your number simply login and push the "Reactivate" button (there is a $20+tax reactivation fee + plus any outstanding balance you may have had on the line previously that must be paid before you can reactivate your account.)

You can login to your account and cancel at anytime.  Since accounts are prepaid, no further payment is necessary for cancelling the account.
No. This service is designed for inbound calls to your home and mobile phones only; you cannot dial out from this service.

A FedPhoneLine number may not work for a number of reasons:

  • Most likely reason there are not enough available funds on the credit/debit card, the number becomes active only once your card has been processed. Be sure you are using a credit card we support (Visa, Visa Debit, Mastercard and Mastercard Debit).


  • Make sure that the correct phone number is entered into the "Phone Number" field in Step 2 of the sign up process (that number should be the number of the phone that you want to receive the call from your loved one, i.e. your cell phone or home phone).

Calls are dropped for a number of reasons:

  • No Signal/Bad Signal Area: Many calls seemed to be dropped at the gym or in basements Try to answer your phone in a different area of your house.
  • Do not put the call on speaker
  • Travelling in the car or subway will lead to dropped calls
  • Switch Networks: Try switching from LTE to 3G or 4G network
  • If the problem persists call technical support 1-844-320-9647

NOTE:  FedPhoneLine is not responsible for any money lost on dropped calls, though we will try to assist as best we can.

If your loved one moves to an institution within the same local calling area you do not have to switch numbers (for example, if both prisons are in Kingston, Ontario).

If he/she is moving outside of the local calling area you must terminate your old FedPhoneLine number and sign up for a new FedPhoneLine number.

You can login and select the "Switch Accounts" button within the "Account Management" tab to get a new FedPhoneLine number.

Your number will not be terminated right away. We will try and charge your credit card for 5 days in a row (if you have opted for the automatic monthly bill payment).

After the 5th day of the month your number will be blocked.  Your number will remain blocked until the 15th day of the month, you can reactivate your account at any time before 15th but you will have to pay your outstanding balance plus a $20 reactivation charge.

Follow these steps to reactivate your account:

1. Login to your FedPhoneLine Account (your user name is your FedPhoneLine Number with the number "1" at the front for example (16138181234).

2. Click the Green "Reactivate My Account" button.

3. You will need to pay a $20 + tax reactivation fee, plus any previous amount owing on your account.

4. It may take upto 24 hours for your account to be activated (usually it becomes active immediately).

Getting a local phone number for prison calls is fast and easy!  Just pick one of our list of calling packages and sign up using your Credit Card, Visa Debit Card, Mastercard Debit or Prepaid Credit Card (we only accept prepaid cards obtained from Money Mart,  your Financial Institution or the Post Office).

Once you have completed signup you will be texted and emailed your local FedPhoneLine number which you will give to your loved one.  Once he/she gets the number approved (if necessary), your loved one will call the local FedPhoneLine number instead of calling you one your home phone or cell phone.  It is that easy!
Receiving calls from jails or prisons is fast and easy!  Just pick one of our calling packages and sign up using your Credit Card, Visa Debit Card, Mastercard Debit or Prepaid Credit Card (we only accept prepaid cards obtained from Money Mart or your Financial Institution).

Once you have completed signup you will be texted and emailed your local FedPhoneLine number which you will give to your loved one.  Once s/he gets the number approved, your loved one will call the local FedPhoneLine number instead of calling you one your home phone or cell phone.  It is that easy!
It depends how much you speak on the phone with your friend or loved one, most people choose the Pay-As-You-Go package at first and then will switch to the Unlimited package after about 1 or 2 months.

BASIC Plan:

"BASIC" plans allow your friend or loved one to reach only 1 phone number.


PREMIUM Plan:

The "PREMIUM" plans allow you to switch the phone number so that your friend or loved one can reach different people when he/she calls the FedPhoneLine number. 

If your friend or loved one needs to call his/her lawyer's cell phone or you have a home phone and a cell phone the "PREMIUM" package is for you.

Let's say you have a cellphone, home phone and office phone. With the "PREMIUM" plan you can add all 3 numbers to your one FedPhoneLine number.

When your friend or loved one calls the FedPhoneLine number, depending on your settings, the FedPhoneLine number will call the cellphone first, if you don't answer the cellphone it will call the home phone and if you don't answer that then it will call the office phone (it can do this for upto 5 different phone numbers).

The "BASIC" plans are $1.50 per call, these "BASIC" plans will only allow your friend or loved one to reach 1 person. The "PREMIUM" plans allow you to switch the phone number so that your friend or loved one can reach different people when he/she calls the FedPhoneLine number.

If your friend or loved one needs to call his/her lawyer's cell phone or you have a home phone and a cell phone the "PREMIUM" package is for you.

The Calling Card plans cannot receive collect calls, if your friend or loved one is in the Federal system he/she will use a calling card which he/she tops up with money once per month.

They can use the money on the calling card to make phone calls so they don't have to call collect.

Sooner or later your friend/loved one will not have money on his/her phone card and you will need the Pay-As-You-Go number so that he/she can still call you collect (this happens a lot in the Federal system). It is a good idea to keep a Pay-As-You-Go FedPhoneLine number in case of emergencies.

Let's say you have a cellphone, home phone and office phone. With the "PREMIUM" plan you can add all 3 numbers to your one FedPhoneLine number.

When your friend or loved one calls the FedPhoneLine number, depending on your settings, the FedPhoneLine number will call the cellphone first, if you don't answer the cellphone it will call the home phone and if you don't answer that then it will call the office phone (it can do this for upto 5 phone numbers).

There is an activation fee of $19.99 + tax. If your loved one transfers you do not have to pay the activation fee again for a new number.
If your friend or loved one transfers to another institution that is not local to the FedPhoneLine number that you already have, then you can login to your FedPhoneLine account, click "Loved One Transferring or Need an Additional Number" in this section you can choose to add an additional Fed-PhoneLine number in a new city and terminate your old FedPhoneLine number if necessary.

Yes, but the prepaid credit card must be from a financial institution like Money Mart, your Bank or the Post Office.

You cannot use a "Vanilla" Prepaid Card or Gift Cards from department stores like WalMart or Shopper's Drug Mart.

8 out of 10 of our customers use the 3000 minute plan. If you talk to your loved one for over1 hour and 30 minutes each and every day then you will need the 8000 minute plans.
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