Frequently asked questions

How does Link work?

Link gives you a fixed local number for your chosen facility. Setup is simple:

1. Download the Link app and choose your facility
2. Get your fixed local number instantly
3. Share that number with the facility for call-list approval
4. Once approved, you receive calls directly in the Link app

For a full walkthrough, see How it works.

What is a Link Phone service used for?

Link is designed to help families and approved contacts stay connected with someone in a correctional facility. By providing a local number near the facility (that rings on your smartphone via the Link app), it can help keep calling costs down compared with calling a standard mobile number.

How much does Link cost, and what’s included?

Link is $39 per month (prepaid) and includes unlimited incoming calls to your fixed local number. The service is intended to be used on a single smartphone at a time (iPhone or Android) via the Link app.

Is Link a prepaid service?

Yes. Link is prepaid monthly at $39/month and renews monthly until you cancel. You can cancel any time from within the app.

Does Link work on iPhone and Android?

Yes. Link works on both iPhone and Android, and calls are received in the Link app.

What happens if I change phones?

Because Link is provided as a compliant fixed local-number service, it can only be active on one device at a time. If you need to move Link to a new phone, contact support. To remain compliant, a no-use period (up to 48 hours) may apply before the service can be moved, and device changes are limited to a set number per year.

Is Link compliant with facility rules and state/territory requirements?

Yes. Link is built as a compliant fixed local-number endpoint aligned with facility requirements, and is available across Australia.

Is Link associated with correctional facilities or government departments?

No. Link is an independent service and is not associated with, endorsed by, or operated by any correctional facility or government department.

How long does setup take?

Getting your number in the app is immediate. Approval timing depends on facility processing and can vary, with many approvals completed within 24-48 hours. You can review setup steps on the How it works section.

How do I contact support?

Use the support form and include your facility name and a short summary of what you need help with. This helps us route your request faster.