How to Contact Someone in Prison in the UK

Last reviewed: June 2026

Quick answer: You can contact someone in prison by letter, the Email a Prisoner (eMates) service (42p per message), phone (the prisoner calls you – you cannot call in), secure video call, and in-person visits. If you don’t know which prison they’re in, use the free GOV.UK Find a Prisoner service. The fastest first contact is usually a letter or an eMates message.

When someone you care about goes into custody, the first few days can feel frightening and confusing — for them and for you. The good news is that staying in touch is actively encouraged by the Prison Service, because family contact is one of the strongest factors in helping people cope inside and resettle on release. This guide explains every contact method available in England and Wales, what it costs, and the common pitfalls to avoid.

A personal note: this site was founded by Daniel Hockey, who served a prison sentence himself (from HMP Wandsworth through to open conditions at HMP Ford) and wrote about the experience in The Secret Prisoner. From first-hand experience, those early letters and calls matter enormously — a short, warm letter in the first week does more good than you might imagine. You can read more about Daniel here.

Step 1: Find out which prison they are in

People are often moved in the first days after sentencing, so don’t assume they stayed at the prison nearest the court. Use the GOV.UK Find a Prisoner service — it is now an online form (the old email route is reserved for solicitors). You’ll need their name, plus their date of birth or prisoner number if you have them. Replies take up to 4 weeks, and the prisoner must consent to their location being shared. New arrivals can take up to 72 hours to get their first phone call, so try not to panic if you hear nothing immediately.

Ways to keep in touch, compared

Method	Cost	Speed	Key rule
Letter	Stamp only	2–5 days	Write the prisoner number on the envelope; most mail is checked
Email a Prisoner (eMates)	42p per message; 26p for a reply sheet	Up to 48 hours	Buy reply credit with your message if you want a reply
Phone	Paid by the prisoner (~2–3p/min landline)	Once numbers approved	They call you — only to security-cleared numbers
Prison Voicemail	Plans/PAYG from the family side	Same day	You leave messages they can dial in to hear
Video call	Free monthly allowance	Booked slots	Via the Prison Video app; photo ID required; all callers on visitor list
Visit	Free (help with travel costs available)	Book ahead	You must be on their visitor list first — allow up to 2 weeks

Writing letters

There’s normally no limit on how many letters you can send or receive. Address the envelope with their full name and prisoner number, plus the prison’s address. Expect most letters to be opened and read by staff (legal mail is protected). Never include anything banned — it is a criminal offence to send drugs, alcohol, weapons, a camera or a mobile phone, and anything written in code will be stopped. Be aware that some prisons photocopy incoming mail (a measure against drug-soaked paper), so your loved one may receive a copy rather than the original card or letter; originals are kept with their stored property. See GOV.UK: staying in touch.

Email a Prisoner (eMates)

You can’t email a prisoner directly. The official workaround is eMates (Email a Prisoner): you type a message online, it’s printed and handed out (or delivered to an in-cell device at digital prisons), usually within 48 hours. A message costs 42p for up to 2,500 characters, photo attachments are 32p, and if you pre-pay 26p they get a reply sheet that is scanned back to your inbox. Top up with pay-as-you-go credit from £5.

Phone calls and Prison Voicemail

Prisoners call out from PIN phones (increasingly in-cell) to numbers on their approved contact list, which is security-checked when they arrive — this can take a few days, another reason letters matter early on. You cannot ring the prison and be put through. Calls are paid from the prisoner’s phone credit; tariffs were cut by around 20% from April 2025, with landline calls costing only a few pence per minute. Calls may be recorded and listened to. Prison Voicemail bridges the gap: you leave voicemails on a dedicated number any time, and they dial in (at landline rates) to listen and reply.

Video calls

Most prisons in England and Wales offer secure video calls — typically two 30-minute calls (or one 60-minute call) a month at no cost. You’ll need a smartphone or tablet with the Prison Video app, government photo ID for account verification, and everyone joining the call must be on the prisoner’s visitor list, with the main caller aged 18 or over. Calls are recorded and can be paused or ended if rules are broken — for example, if someone who isn’t booked appears on camera. See GOV.UK video call guidance.

Visits

Convicted prisoners are usually entitled to at least two one-hour visits every four weeks; remand prisoners can usually receive three visits a week. The prisoner must add you to their visitor list first — allow up to two weeks — then book at GOV.UK prison visits with everyone’s dates of birth, the prisoner’s date of birth and prison number. Adults need photo ID (passport, driving licence or similar). If you receive certain benefits you can claim help with the cost of visits, including travel.

Sending money

Use the free GOV.UK send money to a prisoner service with a Visa, Mastercard or Maestro debit card — you’ll need their date of birth and prisoner number, and money usually arrives within three working days. Prisons no longer accept bank transfers, cheques, postal orders or cash by post (a postal exemption exists if you genuinely can’t use the online service).

Common mistakes and misunderstandings

Trying to phone the prison to speak to them. It doesn’t work that way — prisoners can only call out, to approved numbers.
Forgetting the prisoner number on letters. Mail without it can be delayed or returned, especially for common names.
Booking a visit before you’re on the visitor list. The list comes first and can take two weeks — ask them to add you in their first call or letter.
Sending cash or postal orders. These are no longer accepted; use the GOV.UK debit card service.
Panicking after 24 hours of silence. New arrivals can take up to 72 hours to make a first call, and number approval takes days.

Frequently asked questions

How do I find out which prison someone is in?

Use the free GOV.UK Find a Prisoner online form. You’ll need their name and ideally date of birth. Replies take up to four weeks and the prisoner must consent.

Can I call a prisoner directly?

No. Prisoners call out from prison phones to approved numbers only. You can use Prison Voicemail to leave messages they can retrieve.

How much does Email a Prisoner cost?

42p per message of up to 2,500 characters, with reply sheets at 26p and photos at 32p (prices as of 2026).

Are video calls free?

Yes — prisons offer a free monthly allowance, typically two 30-minute calls or one 60-minute call, booked through the Prison Video app.

What can’t I send in the post?

Anything indecent, threatening or in code will be stopped, and it’s a criminal offence to send drugs, alcohol, weapons, cameras or phones. Check the individual prison’s page on GOV.UK before sending items.

Can children visit?

Yes, accompanied by an adult. Under-16s don’t need ID when accompanied; the prisoner must have all visitors, including children, on their visitor list.