Staying connected with an incarcerated loved one requires navigating complex communication platforms like Securus Technologies. Traditional jail and prison communication used to mean expensive collect calls and restricted visiting hours. Modern systems combine video calling, digital messaging, and financial accounts into unified mobile apps. Understanding how these tools work helps families maintain regular contact without running into unexpected service fees or account restrictions.
Securus operates across numerous correctional facilities in North America, offering services that range from standard phone calls to secure email messaging. Setting up an account properly from the beginning prevents failed connections, blocked messages, and wasted funds. This guide breaks down account creation, communication features, common rules, and troubleshooting steps.
Setting Up Your Securus Account
Before you can receive calls, send digital messages, or schedule video sessions, you need to establish a verified profile through the Securus Online Portal or download the Securus Mobile app.
- Download the official Securus app on your smartphone or visit the web portal.
- Register using a valid email address and create a secure password.
- Enter your personal details, including your full name, billing address, and phone number.
- Search for your incarcerated loved one by entering their facility location and inmate ID number.
- Link your payment profile to fund future communication services.
Account verification sometimes requires uploading a government-issued photo ID, depending on the specific facility's security guidelines. Keeping your profile information updated ensures that security flags don't accidentally freeze your ability to communicate.
Core Digital Communication Services
Modern correctional technology moves far beyond basic phone calls. Facilities utilize digital networks to offer several distinct ways to stay in touch.
Phone Services and AdvanceConnect
Phone communication remains the most common method of outreach. Facilities often use platforms like AdvanceConnect, which allows family members to set up prepaid accounts so loved ones can place calls directly to mobile phones.
- Prepaid Funding: You deposit money into your account, and call costs deduct as conversations happen.
- Call Rules: Calls have strict time limits (often capped at 15 minutes).
- Prohibited Actions: Attempting three-way calling, call waiting, putting the call on hold, or pressing keypad buttons will automatically disconnect the line.
eMessaging and Digital Mail
Instead of waiting days for physical letters to arrive through postal mail, family members can use eMessaging to send electronic messages instantly.
- Stamps: Messages require purchasing digital "stamps" through your Securus account. Pricing varies by facility.
- Attachments: You can attach photos, digital eCards, or short video grams depending on current facility allowances.
- Replies: Inmates can reply if you attach a return stamp to your initial message or if they use funds from their own Securus debit account.
Video Connect Visits
Video visitation lets you connect face-to-face without traveling long distances to a physical correctional facility. Sessions can be conducted from home using a smartphone or computer with a webcam.
- Scheduling: Most systems require you to schedule video sessions in advance through the mobile app.
- Environment: Ensure your background is clear of distractions, your device is plugged in, and you maintain proper lighting.
- Conduct: Video sessions are heavily monitored and recorded by facility staff. Inappropriate behavior or violation of dress codes results in immediate termination of the session and potential loss of visitation privileges.
Managing Account Funds and Common Pitfalls
Managing money across correctional communication platforms can get confusing. Facilities set strict parameters on how funds move between family accounts and inmate trust accounts.
Funding Inmate Debit Accounts
In addition to funding your own calling or video profile, you can deposit money directly into an inmate's secure debit account. This allows them to purchase commissary items, phone time, or digital stamps independently. Use official portals or approved money transfer services like JPay to avoid third-party transfer scams or inflated processing fees.
Avoiding Common Mistakes
- Ignoring Facility Rules: Every institution has unique policies regarding what can be sent via eMessaging or when video calls are permitted. Check the specific facility guidelines before sending attachments.
- Forgetting Auto-Pay Alerts: Running out of funds mid-conversation will drop a call or prevent an eMessage from sending. Set up low-balance alerts or Auto-Pay to maintain seamless contact.
- Incorrect Inmate Identifiers: Entering a wrong facility name or digit in the inmate ID number delays connection approval. Double-check all identification numbers with official facility rosters.
Frequently Asked Questions
Why was my video call or phone call abruptly disconnected?
Calls automatically disconnect if the system detects three-way calling, call-waiting signals, muted audio interference, or if keypad buttons are pressed. Facility security protocols also cut feeds if background noise triggers automated filters or if connection stability drops.
Are digital messages and video visits monitored?
Yes. All communications through Securus—including phone calls, video visits, and eMessages—are recorded, monitored, and stored by correctional facility staff for security purposes. Legal communications typically require special scheduling through designated unmonitored channels.
Can I get a refund on unused eMessaging stamps?
Stamps purchased for eMessaging are generally non-refundable, even if a message or photo attachment is rejected by facility mailroom staff due to content policy violations. Always review local facility media policies before sending images or eCards.
How do I contact customer support if my account has an error?
If you experience technical errors, payment processing delays, or account lockouts, you can reach out directly through the Securus Contact Support Center or call their dedicated consumer assistance lines for immediate troubleshooting.
