When a loved one enters federal custody, the question families ask most often is: how do we stay in touch? The Bureau of Prisons (BOP) operates a communication system called TRULINCS that allows incarcerated people to send emails and make phone calls. Understanding how it works, what it costs, and what is monitored can save families a lot of confusion and heartbreak. At Dr. Prison Support, we walk families through these systems every day. This guide breaks it all down clearly.
What Is TRULINCS?
TRULINCS stands for Trust Fund Limited Inmate Computer System. It is the BOP's official platform for inmate electronic communication. Through TRULINCS, incarcerated people can send and receive text-based messages, manage their trust fund account, access approved educational content, and in some cases connect with approved contacts via phone or video.
TRULINCS is not the open internet. The system is entirely closed. Incarcerated people cannot browse websites, access social media, or send attachments like photos or documents through the email function. Every message goes through a secure internal system before it reaches the outside world.
The system was designed as a monitored alternative to paper mail. It is faster than traditional correspondence but carries many of the same restrictions. Families often discover TRULINCS for the first time after their loved one arrives at a federal facility, and the learning curve can be steep without guidance.
How Prison Email Works Through TRULINCS
The email function within TRULINCS is called the Trust Fund Limited Inmate Communication System Electronic Messaging Service. It is text-only. No photos, no files, no links. Messages are typed directly into the system by the incarcerated person using designated computer terminals in common areas like the library or education center.
For a family member on the outside to receive messages, they must first create an account with CorrLinks. CorrLinks is the civilian-facing platform that connects to TRULINCS. Here is how the process works:
- The incarcerated person requests to add a contact through TRULINCS at their facility
- CorrLinks sends an invitation email to the contact's outside email address
- The outside contact must accept the invitation within a set timeframe
- Once both sides approve the connection, messaging can begin
If a family member does not accept the invitation in time, the process must be restarted from inside the facility. This can cause frustrating delays, especially in the early weeks of incarceration when everyone is trying to figure out the system at once.
Messages sent through CorrLinks are not instant. Delivery can take a few minutes to a few hours depending on the facility's system load. There is no real-time chat. Each message is sent, reviewed, and then delivered.
Email Costs and How to Load Funds
TRULINCS email is not free. As of 2026, the BOP charges a flat rate per minute of computer terminal time used to compose and read messages. The standard rate has been five cents per minute. Sending a message that takes ten minutes to write costs fifty cents from the incarcerated person's trust fund account.
Receiving messages also deducts time from the account. Reading a message uses terminal time just like sending one. Families should be aware that their loved one is spending money to read every message they send, which is why shorter, more frequent messages are often preferred over long letters.
Trust fund accounts are loaded through several approved channels:
- USPS Money Orders: Mailed directly to the BOP lockbox with the incarcerated person's register number
- MoneyGram: Available at participating retail locations using the BOP's specific MoneyGram code
- Western Union: Available online or in person using BOP payment codes
- Online via pay.gov: Families can make deposits through the official government payment portal
Each method has processing times. MoneyGram and Western Union deposits typically post faster than mailed money orders. The BOP does not accept cash or personal checks mailed directly to facilities.
There are also quarterly spending limits tied to the security level of the facility. People in higher-security institutions may face lower monthly trust fund spending caps. Families should ask their loved one about their current limit so they can plan deposits accordingly.
Phone Calls from Federal Prison
Phone calls are a lifeline. For many families, hearing a voice makes the distance feel smaller. Federal facilities provide telephone access through the Global Tel Link (GTL) system, which the BOP contracts for telephone services.
Here is what the phone call process looks like:
- The incarcerated person builds an approved phone list through their counselor at the facility
- Outside contacts must be approved before a call can be placed
- Calls are placed collect or through a prepaid account set up through GTL
- Call length is typically limited to 15 minutes per call
- There are limits on the total number of minutes allowed per month depending on the facility
Phone rates through GTL have historically been a major burden for low-income families. Advocacy from criminal justice reform organizations has pushed for rate caps. The Federal Communications Commission has taken regulatory action to limit interstate and international calling rates for incarcerated people. Families should check the current GTL rate schedule because rates can vary by facility and call type.
Prepaid accounts can be set up directly through GTL's website or by calling their customer service line. Setting up a prepaid account is often cheaper than accepting collect calls, and it avoids the frustration of blocked calls when a family member's phone plan does not accept collect charges.
One thing families sometimes forget: calls drop at exactly fifteen minutes. There is no warning. The line simply goes dead. Experienced families keep an eye on the time and plan ahead so important conversations are not cut off mid-sentence.
Monitoring Policies: What Families Need to Know
There is no private communication through TRULINCS or the GTL phone system. Every email, every phone call, every message is subject to monitoring and recording by BOP staff. This is disclosed clearly in the system's terms. Incarcerated people and their contacts agree to this monitoring when they use the systems.
What does monitoring mean in practice?
- BOP staff can read any TRULINCS message at any time
- Phone calls are recorded and can be reviewed by staff or law enforcement
- Communications that suggest illegal activity can be flagged and reported
- Monitored communications can be used as evidence in disciplinary hearings or criminal proceedings
This does not mean every message is read by a human being every day. But the capacity exists, and it is used. Families and incarcerated loved ones should never use these systems to discuss anything that could be misinterpreted as planning illegal activity, discussing pending legal matters in detail, or sharing information that could create legal risk.
Attorney-client communications are supposed to be protected. Calls with attorneys of record are typically not recorded. If there is any question about legal communication, it should go through the facility's official legal mail process, not TRULINCS.
The monitoring policy also applies to the outside contact. If someone on the outside sends a message through CorrLinks that raises concerns, that person can also be investigated. The connection goes both ways.
Video Visitation in Federal Facilities
Video visitation is not available at every federal facility, but its availability has expanded. Where it exists, video calls allow families to see their loved one's face, which can be profoundly meaningful especially for children who are missing a parent.
The BOP has used platforms like TRULINCS-connected video systems and contracted third-party providers depending on the facility. The process for setting up video visitation is similar to phone calls: the incarcerated person must request the contact, the outside party must be approved, and both sides must use an approved platform.
Key things to know about video visitation:
- Scheduling is required and slots can fill up quickly, especially around holidays
- Video calls are also monitored and recorded, with the same policies as phone calls
- Technical issues are common and do not always result in refunds of time or credits
- Some facilities charge per minute for video calls, similar to phone rates
- Dress code requirements may apply to the outside participant as well
Families who want to set up video visitation should contact the facility directly to ask which platform is in use and what the approval process looks like. Counselors at the facility can also help the incarcerated person request video contacts.
For families dealing with distance, video visitation can be more accessible than in-person visits. A parent across the country can see their child without a cross-country flight. That access matters deeply, and we encourage families to pursue it where it is available.
Practical Tips for Staying Connected
Staying connected through a federal sentence takes planning, patience, and a consistent routine. Families who build communication habits early tend to maintain stronger bonds throughout the incarceration period. Here is what we have seen work over years of supporting families:
- Set a regular schedule. Agree in advance on when phone calls or video visits will happen. Consistency reduces anxiety on both sides.
- Keep trust fund accounts funded. A depleted account means missed emails and dropped connections. Set a reminder to add funds before the balance runs out.
- Write shorter emails more often. A quick message every few days means more to most incarcerated people than one long message per week. It shows ongoing presence.
- Keep a log of call times. GTL statements are not always easy to read. Keeping your own notes helps identify billing errors.
- Include children in communication. When safe and appropriate, children benefit from hearing from an incarcerated parent. Read emails aloud, let kids dictate short messages, and schedule video calls when children can participate.
- Stay patient with the system. Technical failures, delayed messages, and dropped calls are part of the reality. They are not personal. Build backup communication plans like traditional mail for important updates.
If your loved one is approaching release and preparing for reentry, communication planning becomes even more important. A consistent support network built through maintained contact is one of the strongest predictors of successful reintegration. You can explore reentry planning resources at Dr. Prison Support, and for a firsthand perspective on navigating life during and after incarceration, Ken Gaughan's reentry story offers grounded, honest insight.
If you or someone in your family is struggling emotionally with the strain of incarceration, please reach out for support. The 988 Suicide and Crisis Lifeline is available by calling or texting 988. Family members carry real pain through this process and deserve care too.
Communication is not just a logistical matter. It is how families hold together. Every email sent, every call made, every video call scheduled sends a message that goes beyond words: I am still here. You still matter. That message is worth every step it takes to get through this system.