How to add a number to a prison PIN list
Prisoners can only call numbers on their approved list — often called the PIN list. The prisoner makes the request, the prison checks the number, and the prison decides. Here is what that involves.
What to send your loved one
Send your full phone number and your name clearly. The prisoner requests the addition; prison staff check it and decide whether to approve it. There is no guaranteed approval time.
For a BluePhone number, explain that incoming calls are answered in the BluePhone app. Approval is not automatic. Read the setup guide before choosing a plan. If the number is refused, ask for the reason and contact BluePhone support; do not try to bypass the prison’s checks.
Who does what
The request always comes from the prisoner. Families cannot add a number themselves.
You give them the number
By letter, on a visit, or on a call. Use UK format — for example 020 xxxx xxxx — and include your name as you would like it recorded.
They apply through the prison
Using the prison’s process — an application form, the wing officer, or an in-cell or kiosk system where available. The national framework allows up to 20 social numbers and 15 legal numbers on the application.
Staff check the number
For social numbers, checks include confirming who answers, how they know the prisoner and whether they are happy to be contacted. Staff may call you to do this. Answer honestly.
The prison decides
A number can be refused in some circumstances — for example if it belongs to a victim, if intelligence suggests an attempt to get round restrictions, or if it falls within types of number the policy says must be restricted.
They start calling
Once the number is added, the prisoner can call it during the prison’s calling hours, as long as they have credit.
What you can do
- Send the number clearly, in UK format, with your name.
- Keep your phone on and answer unknown numbers for a while — staff may call to check.
- If you are asked about the number, describe it accurately. For a BluePhone number: it is a BluePhone number, answered in the BluePhone app, and not forwarded to another number.
- If it seems to be taking a long time, ask the prisoner to check with staff that the application was received and whether anything else is needed.
- Check the prison’s own GOV.UK page for local contact details.
What you cannot do
- Add your number to their list yourself.
- Speed up the checks — there is no fixed national timescale.
- Guarantee approval. No provider can.
- Call the prisoner. Calls only go out of prison.
How long it takes
Approval times vary by prison. BluePhone cannot guarantee how long the prison’s checks will take.
GOV.UK says a new prisoner’s list “is checked by security when they first arrive so it may take a few days before they’re able to call”. That describes the first list on arrival; numbers added later go through checks too, and there is no published national deadline for them.
The current rules on forwarding and re-routing
The national framework now tells prisons to restrict requests for 0800 numbers as social contacts and for “numbers linked to call diversion and re-routing services”, without defining those terms publicly. Read what the policy says, and point staff to our information for prison staff if they have questions about a BluePhone number.
Questions
How does prison number approval work?
The prisoner asks for the number to be added to their phone list (often called the PIN list). The prison checks it and decides whether to approve it. There is no fixed national timescale, and no provider can guarantee approval.
What is a prison PIN list?
It is the list of approved numbers a prisoner can call. Each prisoner has a personal PIN for the prison phone system, and calls can only be made to numbers on their list.
How many numbers can be on the list?
The current national framework says a maximum of 20 social numbers and 15 legal numbers are supplied on the application form. Local arrangements may affect how and when numbers are added.
How long does approval take?
It varies by prison, and there is no guaranteed timescale. If it seems slow, the prisoner should ask staff whether the application was received and whether more information is needed.
Can a BluePhone number be added to the list?
A BluePhone number is a UK geographic 01/02 number and can be submitted like any other number. The prison checks it and decides whether to approve it; BluePhone cannot guarantee approval.
Should I hide that it is an app-based number?
No. If staff ask, tell them accurately how the number works. Our page for prison staff explains it in detail.
Related guides
Get your own UK number
£15/month or £149/year. iPhone and Android. No eSIM required. Incoming calls only. The prison decides whether to approve the number.
