San Mateo County Jail Phone Calls: Independent Public Site

San Mateo County jail phone calls connect people inside the jail with their family and friends on the outside. These calls help keep families together while a person stays in the Maguire Correctional Facility or the Maple Street Correctional Center. The sheriff uses a company called IC Solutions to run the phone system. People in jail cannot receive incoming calls from anyone. They can only make outgoing calls to numbers that are not on a block list. Every call made from the jail gets recorded and watched by jail staff for safety. People who get these calls must set up an account and pay for the time used on the phone. This system makes sure the jail stays safe while letting people talk to their lawyers and family members.

How IC Solutions Manages Calls

IC Solutions is the only company that handles San Mateo County jail phone calls. They set up the technology that lets people dial out from their housing units. To get a call, a family member must create a profile on the IC Solutions website. People can also call 888-506-8407 to set up this account. The jail uses this company to keep track of every minute spent on the phone. If a person does not have an account with IC Solutions, the phone system will not let the call go through. This company handles all the billing and money for the calls. They make sure the rates stay within the rules set by the state of California. You can add money to an account using a credit card or a debit card through their secure portal.

Setting Up a Prepaid Phone Account

Setting up a prepaid account is the most common way to handle San Mateo County jail phone calls. This means you put money into an account before the person in jail calls you. When the person dials your number, the cost of the call comes out of that balance. To start, you need to go to the IC Solutions website and choose San Mateo County. You will need to give your name, address, and the phone number where you want to get calls. After you verify your phone number, you can add funds. Most people add twenty or fifty dollars at a time. The system will tell the person in jail how much money is left on the account when they start the call. This helps everyone keep track of the spending so the balance does not hit zero unexpectedly.

Types of Call Accounts Available

There are two main ways to pay for San Mateo County jail phone calls. The first is a Prepaid Destination account. This account links your money to one specific phone number. Only that number can get calls using that money. The second way is an Inmate Debit account. This lets the person in jail use their own money to call anyone on their approved list. They get this money from their commissary account. If a person has money in their jail books, they can move it to their phone account. This gives the person in jail more freedom to call different people like their lawyer or their parents. Both accounts have the same per-minute cost. Choosing the right one depends on who is paying for the time spent talking.

Costs and Per Minute Rates

The cost for San Mateo County jail phone calls stays the same for most local calls. California law sets limits on how much jails can charge for these calls. Usually, the rate is about twenty-one cents per minute. This means a ten-minute call costs two dollars and ten cents. There might be taxes and small fees when you add money to the account. It is best to add larger amounts of money at one time to avoid paying multiple transaction fees. If you have money left in the account after the person leaves jail, you can ask IC Solutions for a refund. They will check the balance and send the remaining money back to your card. Always keep your receipts from these payments in case there is a mistake with the balance.

Rules for Receiving Calls

San Mateo County jail phone calls have strict rules that everyone must follow. You cannot use call waiting or 3-way calling during a talk. If the system hears a third person on the line, it will hang up the call right away. You will still have to pay for that call. Do not try to transfer the call to another person. The jail software looks for these things to prevent crimes. You must also avoid talking about illegal acts. Since staff members listen to these calls, anything said can be used in court. If you break these rules, the jail can block your phone number forever. This means the person in jail will never be able to call you again while they are at that facility.

The Personal Identification Number System

Every person in jail gets a unique Personal Identification Number or PIN for San Mateo County jail phone calls. This number is like a password. They must type this number into the phone before they can dial out. This PIN links the call to that specific person. It helps the jail know who is talking and who they are calling. If a person shares their PIN with someone else, they can lose their phone privileges. It is important for the person in jail to keep this number secret. If someone else steals the PIN, they could spend all the money on the account. If a PIN stops working, the person in jail must talk to a deputy to get it reset. This can take a few days to fix.

Monitoring and Security Measures

Security is a big part of San Mateo County jail phone calls. The sheriff’s office uses high-tech tools to scan every conversation. They look for keywords related to drugs, violence, or escape plans. Each call starts with a recorded message. This message tells you that the call is from a jail and that it is being recorded. By staying on the line, you agree to be recorded. Only calls to verified lawyers are private. To get a private line, a lawyer must register their office number with the jail. Once the jail confirms the number belongs to a licensed lawyer, the recording stops for those specific calls. For everyone else, expect that a deputy might be listening to your talk at any time.

Phone Services at Maguire Correctional Facility

The Maguire Correctional Facility mainly houses men and handles San Mateo County jail phone calls through wall-mounted phones in the dayrooms. These phones stay open during normal out-of-cell hours. Usually, this is from early morning until late at night. During lockdowns or headcounts, the phones turn off. If the jail is busy, people might have to wait in line to use the phone. There is often a time limit for each call, such as fifteen or twenty minutes. When the time is almost up, a voice will tell the callers they have one minute left. This makes sure everyone gets a turn to talk to their families. The phones at Maguire are rugged and built to last in a tough environment.

Phone Services at Maple Street Correctional Center

Maple Street Correctional Center is the newer facility that also handles San Mateo County jail phone calls. It mostly houses women and some special populations. The phone system here works the same as at Maguire, using IC Solutions. Because the building is newer, the phone areas might be quieter. People at Maple Street can use the SmartJailMail system for other types of contact, but voice calls still go through the main phone system. The staff at Maple Street enforces the same rules regarding recording and call limits. If a person moves from Maguire to Maple Street, their phone PIN usually stays the same. This helps keep the contact with family steady even if the housing location changes.

How to Block or Unblock Your Number

Sometimes a person might want to stop San Mateo County jail phone calls from reaching their house. If you get an unwanted call, you can press a specific number on your keypad to block the jail from calling you again. This is a permanent block. If you block your number by mistake, you must contact IC Solutions to fix it. You will likely need to send a written request or a copy of your phone bill to prove you own the number. The jail cannot unblock the number for you. Only the phone company can do that. It takes about twenty-four to forty-eight hours for an unblock request to go through the system and start working again.

Troubleshooting Common Call Issues

Many issues can stop San Mateo County jail phone calls from working. The most common problem is a low balance. Always check the IC Solutions website to see if you have money. Another problem is the type of phone you use. Some cell phone companies have filters that block jail calls because they think they are spam. You might need to call your cell provider and ask them to let calls from 888-506-8407 come through. If the line is static or drops, the jail staff cannot fix the hardware. IC Solutions must send a technician to the jail to repair the phones. If a person in jail says a specific phone is broken, report the phone number or station ID to the company.

Using the Inmate Search for Phone Prep

Before you can set up San Mateo County jail phone calls, you need to know exactly where the person is staying. The San Mateo County Inmate Locator is a tool that shows where a person is housed. It updates every fifteen minutes. You can search by the person’s name or their booking number. Once you find them, the tool tells you if they are at Maguire or Maple Street. This is important because you need this data to add money to the correct account. If you have the wrong booking number, the money might not go to the right person. Always double-check the spelling of the name and the date of birth before you hit the pay button on the IC Solutions site.

Refunds and Account Closures

When a person leaves the jail, you might have money left for San Mateo County jail phone calls. IC Solutions does not keep this money forever. You have a certain amount of time to ask for it back. You should log into your account and look for the refund section. If you do not use the account for ninety days, it might become inactive. The company might charge a small fee for keeping an inactive account open. It is better to close the account and get your check or card credit as soon as the person is released. If the person goes to state prison, the money will not follow them. Prison uses a different phone company, so you will need to start over there.

Connecting Calls to Commissary

Money for San Mateo County jail phone calls often comes from the same place as snack money. This is called the commissary account. Friends can put money into a general account for the person in jail. The person then chooses how to spend it. They can buy soap, chips, or phone minutes. If they want to buy phone time, they use the jail kiosk to move money from their books to the phone system. This turns the money into “Inmate Debit.” This is very helpful if the family cannot use a credit card online. Anyone can drop off money at the jail lobby kiosks or use the jail website to deposit funds. The jail takes a small cut for these transactions.

Legal Rights and Phone Privacy

People have a right to talk to their lawyers without anyone listening. This applies to San Mateo County jail phone calls too. However, this is not automatic. The lawyer must provide their office phone number to the Sheriff’s Office. The jail then enters this number into a special database. When the person in jail dials that number, the recording light turns off. The system will not save the audio of that talk. This allows the person to discuss their case freely. If a lawyer uses a cell phone that is not registered, the call will be recorded. It is the responsibility of the lawyer and the person in jail to make sure the number is on the private list before they talk about sensitive legal facts.

Emergency Calls and Special Requests

In some cases, a person might need an emergency talk outside of normal San Mateo County jail phone calls. This usually happens if there is a death in the family or a major medical crisis. You cannot call the jail and ask to talk to the person directly. Instead, you must call the jail chaplain or a high-ranking deputy. They will verify the emergency. If it is real, they might let the person make a special call from a staff phone. This is very rare and only happens for very serious reasons. For most things, you must wait for the person to call you during the regular hours when the dayroom phones are turned on.

Comparing Local and Long Distance Calls

San Mateo County jail phone calls used to cost more if you lived far away. Now, the rates are much more even. Whether you live in Redwood City or in another state, the per-minute fee is usually the same. This is thanks to new laws that stop phone companies from charging too much for long-distance jail calls. However, international calls are still very expensive. If the person in jail needs to call another country, they must use an Inmate Debit account. Most prepaid accounts for families only work for phone numbers inside the United States. If you need to get calls in another country, you should check with IC Solutions support to see if they can help.

The Future of Phone Services in San Mateo

The way people handle San Mateo County jail phone calls is changing. Some jails are moving toward tablets. These tablets let people make calls from their bunks instead of standing at a wall phone. Currently, San Mateo uses standard wall phones, but they update the software often. They want to make the voice quality better and the registration easier. They are also looking at ways to lower the costs even more. Staying connected helps reduce the chance of a person coming back to jail after they are released. The sheriff’s office works to balance this need for contact with the need to keep the facility and the public safe from harm.

Official Website: https://www.smcsheriff.com
Phone Service Provider: IC Solutions (888) 506-8407
Visiting Hours: 9:00 AM to 5:00 PM (Appointments Required)

Frequently Asked Questions Regarding Phone Calls

The following questions address common concerns about the phone system, payment methods, and technical rules. These answers help people manage their accounts and stay in contact with their loved ones effectively while following jail policies.

How do I add money to a jail phone account?

To add money for San Mateo County jail phone calls, you must use the IC Solutions system. The fastest way is to go to their website and log in. You can also use their mobile app if you have a smartphone. If you prefer to talk to someone, you can call their toll-free number at 888-506-8407. They accept credit cards and debit cards. If you want to use cash, you can go to some retail stores that offer Western Union or other payment services. You will need to provide the name of the jail and the booking number of the person you are helping. Another way is to mail a money order to IC Solutions. You must write your phone number and the name of the person in jail on the money order. This way takes longer because the mail must be processed before the money shows up in the account. Most people find the online portal to be the easiest way to keep the balance high enough for daily talks.

Why did the jail phone call get disconnected?

San Mateo County jail phone calls can cut off for many reasons. The most common reason is that the money in the account ran out. The system hangs up as soon as the balance hits zero. Another reason is using forbidden phone features. If you try to use call waiting or if you put the person on hold, the computer will end the call. This is to stop people from patching in a third person. If you move your phone and the signal gets weak, the system might think the call ended and hang up. Loud noises in the background can also trigger a disconnect because the computer thinks someone is trying to send coded signals. If the call drops and you still have money, wait for the person to call back. Do not try to call the jail, as they cannot reconnect you. If it happens every time, you might need to check with your phone carrier to see if they are blocking the jail’s secure connection.

Are jail phone calls private?

Most San Mateo County jail phone calls are not private. The jail records every word spoken on the line. Staff members can listen to these recordings later or even listen while the call is happening. This is done to make sure no one is planning crimes or hurting others. At the start of every call, you will hear a message that tells you about this recording. If you choose to stay on the line, you are saying it is okay for the jail to listen. The only calls that are private are those made to a person’s legal counsel. Lawyers must register their phone numbers with the jail first. Once the number is in the system as a “legal number,” the recording feature is turned off for that specific number. You should never talk about your court case or any sensitive details with your family over the jail phones. Anything you say can be used by the police or the district attorney in your trial.

Can I call someone who is in the San Mateo County jail?

You cannot call someone who is staying in the jail. The phones in the housing units do not accept incoming calls. If you have an emergency, you cannot leave a message for them either. The only way to talk is for the person in jail to call you. They can do this during their free time in the dayroom. If you need to tell them something important, you can send them a letter through the mail or an electronic message through the SmartJailMail system. Some people also use the visiting hours to talk face-to-face through a glass partition or a video screen. If there is a life-threatening emergency, you can call the main jail line and ask for the shift commander, but they will only help in very rare cases. Most of the time, you just have to wait for them to have their scheduled out-of-cell time so they can reach the wall phones and dial your number.

How much does a 15-minute call cost?

A fifteen-minute talk through the San Mateo County jail phone calls system usually costs around three dollars and fifteen cents. This is based on the standard rate of twenty-one cents per minute. However, this is just the cost of the time on the phone. You also have to think about the fees for putting money into the account. If you put twenty dollars in, the company might charge a fee of three or four dollars for the transaction. This means you actually get sixteen or seventeen dollars’ worth of talking time. To save money, it is smart to put a larger amount in at once rather than doing five dollars at a time. This reduces the number of times you pay the transaction fee. Taxes are also added based on where you live. Always look at your statement from IC Solutions to see exactly where your money is going. The rates are much lower than they were years ago because of new government rules that protect families from being overcharged.

What if my phone number is blocked by the jail?

If you cannot receive San Mateo County jail phone calls, your number might be on a block list. This can happen if you pressed the wrong button on your phone during a call. It can also happen if there was a problem with your bill and the phone company thinks the calls are a scam. To fix this, you must contact IC Solutions directly. The jail deputies cannot unblock your number for you. You will have to prove that you want to receive the calls. This might involve signing a form or sending in a copy of your ID. If the jail blocked you because of a rule violation, like 3-way calling, it might be harder to get the block removed. In those cases, you might have to wait several months or even until the person is moved to a different facility. Always follow the rules carefully to avoid losing your ability to talk to your loved one.

Can an inmate call a cell phone?

Yes, people in jail can call cell phones using the San Mateo County jail phone calls system. In the past, this was hard to do, but now the technology works well. To receive these calls on your cell phone, you must have a prepaid account with IC Solutions. Most cell phone plans do not allow “collect calls” because they cannot bill you for them on your monthly statement. By setting up the prepaid account, you bypass this problem. When the person in jail calls your cell phone, the system checks to see if you have money in your IC Solutions profile. If you do, the call connects. Make sure you have a good signal when you answer. If the signal is weak, the call might drop, and you will lose the connection fee. It is also a good idea to save the jail’s outgoing number in your contacts so your phone does not mark it as a spam call.