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.

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. ETransfer is for calling card customers only.

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 scroll down to the "Account Management" tab and click on it.  Then select the "Terminate Account" button. A pop-up will come up outlining service and reactivation status of the account, this will need to be acknowledged by selecting "OK" to complete the termination request. 

If you do not select "OK", then the line will not terminate.

Once terminated, your FedPhoneLine will stop working, you will no longer be able to receive calls.  

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. Please review the FedPhoneLine Refund Policy for any other applicable refunds. 

You can login to your account and cancel at anytime.  Since accounts are prepaid, no further payment is necessary for cancelling the account.  You will not be able to receive calls as soon as the FedPhoneLine number is terminated.

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.

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).

- The inmate may have transferred locations, in which case you would need a new FedPhoneLine number.

-  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 Toronto, Ontario). If you are unsure, please call 1-844-320-9647 or email support@fedphoneline.com to make sure! 

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 payment method for 5 days in a row (if you have opted for the automatic monthly bill payment). Your account will continue to stay active until the 4th without the monthly bill payment.

On the 5th day of the month your number will be blocked.

Your number will remain blocked until the 15th day of the month. 

Top Up cannot be added to Collect Call Accounts until the Owing Balance is paid.

You can reactivate your account at any time before 15th but you will have to pay your outstanding balance plus a $20 late charge.  After the 15th the account may not be able to be reactivated and will be terminated.

Remember: The monthly fee is not deducted from the Top up account, funds on the Top up account are strictly used for phone calls only.

Please contact FedPhoneLine Support for inquiries on account reactivation at 1-844-320-9647.  However usually accounts cannot be reactivated and you would need to register for a new account. If we are able to locate the number, it will be subject to a $50+tax reactivation fee. 

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, you will receive a Confirmation Email indicating the request has been received, AND a Follow Up Email indicating if the plan was updated.

Please see FedPhoneLine Terms and Conditions (Section 4b) for more detailed information on the Account Monthly Plan Change criteria.

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.

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).   Make sure you set the number of rings to 3 or 4.  If not your voicemail may pickup the call instead of the number transferring to the second number.  Please see our Tutorial video section for more details.