Welcome to the Friends and Family Portal
You can create an account or contact our customer service team using this page. If you want to contact your inmate or sign-up for a new account, click the “Contact Inmate” button below. If you want to contact our customer service team, click the “Customer Service” button below. CIDNET is owned and operated by Encartele.
How to Contact Your Inmate
Encartele provides communication services to keep you in touch with your friend or relative, and these services come through two primary platforms: CIDNET and ICENET. CIDNET is our flagship inmate communications system and ICENET is our legacy system. Different correctional facilities (jails and prisons) use different platforms. After you understand the difference between an ICENET and a CIDNET account, follow these steps to get connected.
1. Create Account
2. Deposit Funds
3. Start Talking
Video Sessions
Messaging &
Voice Calls
To stay in touch with an inmate through video visits from home and text/picture messages, create a CIDNET account.
CREATE ACCOUNTACCOUNT LOGIN
Phone Calls Only
To stay in touch with an inmate through prepaid phone calls, create an ICENET account. Not all facilities offer ICENET services.
CREATE ACCOUNTACCOUNT LOGINHow to know which Accounts you need
Not every correctional facility offers CIDNET video visitation calls and messaging as a way to stay in touch. Check the facility website to find out what provider they use for inmate calling, video visitation, and messaging services. Then set up accounts with those providers. CIDNET makes new users verify their correctional facilities during account creation, meaning you won’t be able to sign up for a CIDNET account unless your facility offers CIDNET services.
READ THE FAQHow to Reach CIDNET Customer Service
If you already have a CIDNET account, the best way to reach our customer service team is by submitting a CIDNET Ticket. Tickets are responded to first before any other channel of customer service.
If you do not have a CIDNET account, the best way to reach our customer service team is by submitting a message through our contact form located at the bottom of this page.
Customer Service Channels
Phone: 888-984-1903
For Existing Customers: CIDNET Ticket
For Non-Customers: Contact Form
How to Submit a Ticket
If you ever need to contact our CIDNET Customer Support, you can do so by submitting a ticket. Watch this video to learn how.
CIDNET TICKETHow to Schedule a Video Visit
With CIDNET, friends and family members can schedule video visitations with their linked inmate. If you haven’t linked with your inmate yet, please watch the Account Creation video to learn how.
ACCOUNT CREATIONHow to Send a Message
With CIDNET, friends and family members can send and receive messages with their linked inmate. If you haven’t linked with your inmate yet, please watch the Account Creation video to learn how.
ACCOUNT CREATION
Stuck Downloading the latest Version?
Close your app, then reopen the CIDNET Public Portal
As mentioned above, if you’re stuck downloading the latest version, close your app and reopen the CIDNET Public Portal. This solves the issue 99% of the time regardless of the device, browser, or application.
However, if this doesn’t solve your issue, take a look at the FAQ below for further troubleshooting information.