Prison calls stopped coming through? What to check
When calls stop, the cause is usually on one of two sides: the prison and the phone list, or your phone and app. Work through both — the problem is not always where you expect.
Prison and phone list
Only the prisoner or the prison can check these. Ask your loved one, by letter or on their next call from another number.
- Call credit. Have they run out? Families can add money through the official GOV.UK service.
- Is your number still on the list? Numbers can be removed or restricted. They can ask staff to confirm.
- Was the number entered correctly? One wrong digit means calls go nowhere.
- Have they moved prison? Check with the Prisoner Location Service, then ask them to confirm your number is on their list at the new prison.
- Restrictions or regime changes. Segregation, a restricted regime, lock-downs or changed calling hours can all stop calls for a while.
- A policy restriction. Since 11 August 2026, prisons must restrict numbers linked to call diversion and re-routing services. The prison can tell the prisoner if a number has been restricted.
Your phone and the BluePhone app
You can check these yourself, now.
- Internet connection. The app needs Wi-Fi or mobile data. Try switching between them.
- Notifications allowed. Calls must be able to ring when the app is closed. Check notification permissions for BluePhone in your phone’s settings.
- Signed in, on one phone. Open the app and check you are signed in. Our terms allow one active device per account.
- Subscription active. If a payment failed and was not sorted out, the account can be suspended and calls stop. Check your account on the website.
- Android battery settings. Some Android phones restrict background apps to save battery. Allow BluePhone to run in the background.
- Do Not Disturb or Focus modes can silence incoming calls.
- App up to date. Install the latest version from the App Store or Google Play.
Still stuck?
BluePhone customers: email support@bluephone.app with your account email and roughly when the missed call should have arrived. We can see whether a call reached your number and what happened to it. We cannot see or change anything on the prison side.
For anything to do with the prison — the phone list, restrictions, moves — the prisoner should speak to staff. The National Prisoners’ Families Helpline (0808 808 2003, free) can advise families in England and Wales.
Questions
Why did calls stop suddenly after working fine?
Common causes are run-out credit, a move to another prison, a change to the prisoner’s regime, a restriction on the number, or a problem with your phone’s internet connection or notification settings. Check both sides.
Can BluePhone check whether my number is still approved?
No. Only the prison holds the phone list. BluePhone can check whether calls are reaching your number.
Can I call the prisoner to find out what happened?
No. You can write to them, use Email a Prisoner where available, or contact the prison. The Prisoners’ Families Helpline can help you work out who to ask.