City Tele Coin Account Types Explained (Phone vs Commissary)
Put money in the wrong City Tele Coin account? Learn the difference between DirectPay phone, commissary, and media accounts, and why funds cannot be moved between them.
Introduction
City Tele Coin keeps your money in separate accounts for separate purposes, and this is where most families go wrong. Money added to the commissary account cannot be used for phone calls. Money in the phone account cannot buy commissary items. Picking the wrong account type means the inmate cannot use the funds the way you intended.
City Tele Coin serves county jails and local detention centers, mainly in the Southern and Southeastern United States. It is a family-owned provider operating since 1986, and its system centers on the DirectPay prepaid calling account plus separate fund accounts.
This guide explains each account type, how to fund the right one, and what to do when money lands in the wrong place.
Guide Content
The Three Account Types
The DirectPay account is a prepaid calling account linked to your phone number. It lets the incarcerated person call you directly from facility phones. This is the account you fund when the goal is phone calls.
The commissary account is a deposit into the inmate trust account for purchases at the facility store, such as snacks and hygiene items. This money is for the inmate to spend inside, not for communication.
The media account covers tablet usage, such as music, movies, and games where the facility offers them. Like the others, it is a separate balance with a separate purpose.
All three are funded through the same City Tele Coin login at citytelecoin.com or through the CityTeleCoin mobile app for iOS and Android, but they remain distinct balances.
Why Funds Cannot Be Moved Between Accounts
Funds cannot be transferred between account types. This is the single most important thing to understand. If you put $50 in the commissary account but meant it for phone calls, City Tele Coin cannot shift it to the phone account for you.
This catches families constantly. The symptom is always the same: you added money, but the inmate still cannot call you, or cannot buy what they need, because the balance sits in the wrong account.
When adding funds, the Add Funds flow asks you to choose the account type: phone, commissary, or media. Slow down at this step and pick the one that matches your goal. There is no undo after the payment completes.
How to Fund the Right Account
Log in at citytelecoin.com or open the CityTeleCoin app. Select Add Funds, choose the account type (phone, commissary, or media), enter the amount, and pay with a debit card, credit card, or money order. Funds are typically credited quickly.
If the goal is for the inmate to call your number, choose the phone account under DirectPay. Make sure the phone number linked to the DirectPay account is your current number, since the account is tied to a specific number.
If your phone number changed and you have a DirectPay account, contact City Tele Coin to request transferring your existing balance to the new number. Do not just create a new account and abandon the old balance.
Every funding transaction includes a processing fee, and additional administrative or card fees and state taxes may apply. You must agree to these before completing payment, so check the total before you confirm.
Money in the Wrong Account: What To Do
If the funds just went in and you immediately realize the mistake, contact City Tele Coin customer service at 318-756-1114, available 7 AM to 7 PM Central time, 7 days a week. Explain which account received the funds and which one you intended.
Be prepared for the answer to be no. Because transfers between account types are not supported, support may not be able to move the money. Ask anyway, and ask whether a refund of the mistaken deposit is possible so you can re-add it correctly.
Going forward, label the purpose of each deposit for yourself before you start the Add Funds flow. One extra minute of care beats a support call and a stuck balance.
Other City Tele Coin Features Worth Knowing
Beyond funding, the CityTeleCoin app supports video visitation scheduling at participating facilities with CTC video kiosks or tablets, electronic messaging where contracted, and photo sharing.
You can also purchase calling cards online or at lobby kiosks and give the PIN to the inmate for use. Your full transaction and communication history is visible in your account.
Remember that all calls, messages, and video visits are recorded, stored, and may be reviewed by facility staff. There is no private communication on the platform.
Key Takeaways
The most important things to remember from this guide.
- DirectPay is the phone calling account. Commissary is for the facility store. Media is for tablet content. They are separate balances.
- Funds cannot be transferred between account types. Choose correctly at the Add Funds step.
- If the inmate cannot call you after you added money, check that the funds went to the phone account, not commissary or media.
- DirectPay is linked to a specific phone number. Update it if your number changes.
- Customer service is at 318-756-1114, 7 AM to 7 PM Central, 7 days a week.
- All funding transactions carry a processing fee plus possible administrative fees and taxes.
Related Glossary Terms
Key terms you may encounter while reading about City Tele Coin Account Types Explained (Phone vs Commissary).
Money Transfer
A money transfer in the correctional system means sending funds to an incarcerated person's inmate account so they can use the balance for commissary purchases, phone calls, and other approved services.
FinanceInmate Account
An inmate account, also called a trust fund account, is a personal financial account held by the correctional facility on behalf of an incarcerated person that they use to pay for commissary, phone calls, and other approved services.
FinanceCommissary
Commissary is an in-facility store available to incarcerated people where they can purchase food, hygiene items, clothing, stationery, and other approved goods using funds from their inmate account.
CommunicationInmate Phone Calls
Inmate phone calls are outgoing calls placed by an incarcerated person from a facility phone system to approved contacts, using a prepaid account managed through a contracted provider such as ConnectNetwork or GettingOut.
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Frequently Asked Questions
Common questions about City Tele Coin Account Types Explained (Phone vs Commissary), answered in plain language.
What is a City Tele Coin DirectPay account?
Can I move money from commissary to the phone account?
I added money but the inmate still cannot call me. Why?
Are there fees for adding money to City Tele Coin?
People Also Ask
Related questions families often search for alongside this topic.
What is Money Transfer?
A money transfer in the correctional system means sending funds to an incarcerated person's inmate account so they can use the balance for commissary purchases, phone calls, and other approved services.
Read full definitionWhat is Inmate Account?
An inmate account, also called a trust fund account, is a personal financial account held by the correctional facility on behalf of an incarcerated person that they use to pay for commissary, phone calls, and other approved services.
Read full definitionWhat is Commissary?
Commissary is an in-facility store available to incarcerated people where they can purchase food, hygiene items, clothing, stationery, and other approved goods using funds from their inmate account.
Read full definitionWhat is Inmate Phone Calls?
Inmate phone calls are outgoing calls placed by an incarcerated person from a facility phone system to approved contacts, using a prepaid account managed through a contracted provider such as ConnectNetwork or GettingOut.
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