Staying in touch with an incarcerated loved one shouldn't feel like a technical puzzle. When you need to set up remote communication, getting the right software installed correctly on your device is the first hurdle. The official application handles everything from scheduling video calls to managing prepaid accounts, but the onboarding process requires specific steps to avoid common roadblocks.
Getting connected starts with downloading the correct official software and completing identity verification. Whether you're using an Android smartphone, an iPhone, or a desktop computer, setting up your profile properly ensures your first call goes through without a hitch.
Downloading the Official Securus Application
You must download the genuine application from official app stores to protect your personal and financial information. Avoid third-party APK sites that can expose your device to security vulnerabilities.
If you are using a mobile device, open the Google Play Store for Android or the Apple App Store for iOS. Search for Securus Mobile or Video Visit published by Securus Technologies. Tap install and wait for the download to finish.
For desktop users conducting visits via a web browser or the Video Runtime Environment (VRE) client, navigate directly to the Securus Online Portal to download the required plugins or access the secure web portal. Ensure your operating system meets the minimum software requirements, as older phone operating systems or unsupported web browsers will block video feeds.
Creating and Verifying Your Account
Once the application is installed on your phone or computer, launching it requires setting up a secure user profile. You can't schedule or join a video session without an approved account.
- Open the app and select the option to sign up or create a new account.
- Enter a valid email address and create a secure password.
- Provide your full legal name, phone number, and current billing address.
- Complete the identity verification step by using your device's webcam or uploading a photo of a valid government-issued photo ID, such as a driver's license or passport.
Facility administrators must manually review and approve your identification documents. This approval process can take anywhere from 24 to 72 hours, so it's critical to complete this step well in advance of any holiday or special occasion you want to schedule. Make sure the photo of your ID is well-lit and fully legible, as blurry uploads lead to immediate rejections.
Scheduling and Funding Your Visits
With your profile approved, you can fund your account and lock in visitation times. Remote video visits typically incur a fee set by the service provider rather than the correctional facility, and rates vary depending on location.
Open the application, log in with your credentials or biometric sign-in, and navigate to the video visitation section. Select the option to schedule a visit. The system displays available timeslots matching the correctional facility's scheduling rules and the incarcerated individual's availability.
Add funds to your prepaid balance using a major credit or debit card. Keep a small buffer in your account for taxes and connection fees. Once confirmed, mark the date on your personal calendar and note the facility's specific rules regarding dress codes and behavior.
Best Practices for a Smooth Video Session
Technical glitches can cut short a brief visitation window. Following a few optimization habits prevents audio feedback loops and dropped connections.
- Check your connection: Connect to a stable high-speed Wi-Fi network or ensure your cellular signal is strong before launching the video stream. Avoid public hotspots that throttle bandwidth.
- Use wired headphones: Plug in a headset or earbuds equipped with a built-in microphone. This eliminates room echo and audio feedback that often disrupts correctional facility terminals.
- Log in early: Open the application at least 15 minutes prior to your scheduled start time. Early login lets you clear security prompts, test your camera permissions, and handle unexpected updates.
- Grant app permissions: Ensure your phone settings explicitly allow the app to access your camera and microphone. If permissions are blocked, the video feed fails to load.
Frequently Asked Questions
Why is my account approval taking longer than expected?
Verification delays usually happen because uploaded photos of driver's licenses or state IDs are blurry, glare-covered, or expired. If more than three business days pass without approval, contact customer support to check on your document status.
Can I use a tablet or iPad for video visits?
Yes, tablets running supported versions of Android or iOS work well, provided you download the official application and grant camera permissions. Check that your tablet operating system is fully updated to prevent compatibility crashes.
What should I do if the video screen stays black or freezes?
Close out of the application entirely, clear your background apps, and restart your device. If the problem persists, check for pending app updates in your app store or switch from Wi-Fi to cellular data to rule out local network blocking.
Are video visits recorded or monitored?
Except for privileged legal sessions with verified attorneys, correctional facilities monitor and record video visitations for security compliance. Adhering strictly to facility dress codes and conduct guidelines prevents account suspension.
