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FREE TRIAL OFFER: We are trying out numbers in new areas, if you have a loved one in Port Cartier or Atlantic Institution, email us your name and phone number at support@fedphoneline.com and we will contact you x
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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 the username and the the password assigned at the time of signup, if you have not updated it yourself.

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

Your account will be terminated.  To reactivate your number (if possible) 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.)

Remember:  Terminate your account before the 1st of the month if you no longer need it.  FedPhoneLine does not provide refunds if users forget to terminate their accounts before the 1st of the month.

You can login to your account and cancel at anytime.  Since accounts are prepaid, no further payment is necessary for cancelling the account.

Remember:  Terminate your account before the 1st of the month if you no longer need it.  FedPhoneLine does not provide refunds if users forget to terminate their accounts before the 1st of the month.

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).

-  If you are trying to receive calls on a US phone, Yukon, Northwest Territories or Nunavut phone the number will not work.

- Did you change phone providers but keep the same phone number?  If so it make take 3 or 4 days for your new phone company to inform the other phone companies of the number change.

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 "New FedPhoneLine Number" button on the "Dashboard". Make sure to select the "My Love One is transferring...."  option to get a new FedPhoneLine number with no additional fees (Subject to Availability).

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.  After the 15th the account may not be able to be reactivated.

Please contact FedPhoneLine Support for inquiries on account reactivation at 1-844-320-9647!

Getting a local phone number for prison calls 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,  your Financial Institution or the Post Office).

Once you have completed signup you will be texted/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 your personal home phone or cell phone number.  It's that easy!
Receiving calls from jails or prisons on your cell phone 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!
FedPhoneLine numbers are specific to their city.  If your friend or loved one transfers institutions, they will need to get a new FedPhoneLine number (their old FedPhoneLine number will not work in a new city because it is no longer local).  If they transfer to an institution in the same city, the FedPhoneLine number will still work.
FedPhoneLine offers Collect Call numbers and Calling Card numbers.  If you have a Collect Call number, any call will be charged the collect call fee (even if he/she is using their calling card).
To avoid being double charged, the individual in jail must make collect calls ONLY to the FedPhoneLine Number you have provided to him/her.  He/she should be able to contact you directly without using the FedPhoneLine number.
You can check if you are on automatic payments by logging into your account and scrolling down to the "Payment Information" tab and clicking Yellow "Setup Auto Recharge" box.

If you see the boxes are checked,  it means you are on automatic payments, simply uncheck these boxes and automatic payment will be disabled.

You must login to your account and select the Upgrade button on the Dashboard.   

If you have a Collect Call account you can only switch to a different Collect Call account.  

If you have a Calling Card account you can only switch to a different Calling Card account. Packages can only be changed once per month.

Once you have submitted your request, your package is changed within 24 hours.

3 Way Call detection software is NOT FedPhoneLine software.  This program is installed onto the payphones to detect possible 3 way calls.  Sometimes the 3 Way Call detection software terminates regular calls on all types of phone lines (not just FedPhoneLine numbers).  If this is a persistent issue you will need to have the inmate inquire about it with the Institution.  FedPhoneLine does not reimburse for dropped calls.

Each customer is provided a FedPhoneLine 4 character Referral Code.  Use this code to refer friends and family to FedPhoneLine and get rewarded! When you refer someone to FedPhoneLine and they use your Referral Code during signup, they get a 15% off their signup fee (upon successful payment).  You receive a 15% discount on your next monthly bill (upto 75% each month or 5 new signups). 

For example:  If you give the code to 2 people and they successfully sign up for a FedPhoneLine number, each of those customer would save 15% off their signup fee.  On the 1st of the month you would save 30% (2 people x 15% discount) off your monthly fee next month.

Calls below 60 seconds are free.  If the voicemail picks up and the call is greater than 60 seconds then you will be charged.  Since the person on the payphone cannot hear the dial tone or if the voicemail has picked up the phone, a good option is to instruct them to count for 45 seconds, if no one has picked up, then they should hang up the phone.
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