OVERALL
What is the 2024 FCC Order?
In 2022, Congress passed the Martha Wright-Reed Act. This law directed the FCC to issue a new set of regulations governing incarcerated people’s communications service providers like us. In the summer of 2024, the FCC issued those regulations, which are included in a formal FCC Order. This FAQ resource answers some key questions about the Order and its changes.
What services are impacted by the Order?
Phone calling and Video are our only services impacted by the Order.
Beginning in November of 2024, we will be removing all phone- related transaction fees.
PHONE CALLING
How does the Order impact phone calls?
The Order reduces the overall rates that providers may charge for phone calls and video sessions. If your loved one is at a facility where current rates are above the Order’s rate caps, the rates will be reduced in the future. The timing of these rate changes depends on a variety of factors, including our company’s existing agreement with each facility. Adjustments to calling rates are generally determined by the facility size and expiration of their current service agreement. You can expect rate changes to take effect beginning in 2025, and no later than April of 2026.
How will I pay for phone calls?
Although arrangements may vary by facility, family and friends will typically cover the cost of phone calls using funds from prepaid AdvanceConnect accounts. To fund your account, just sign in on securustech.net, navigate to the AdvanceConnect section, and add funds. You can also enroll in TextPay and AutoPay to ensure your account always has funds available to accept calls from your loved one.
- Go to securustech.net.
- Hover over Solutions on the top navigation menu.
- Under Phone Products, select Rate Quote.
- Choose “Phone Calls” under service, fill in your country, the facility state, the facility name, and your phone number.
- Rates will appear on the right.
Can my incarcerated loved one continue to call me?
Yes! Your loved one will continue to initiate phone calls per facility policy.
VIDEO CONNECT
How does the Order impact Video Connect?
The Order specifies that providers charge for video calling on a pay-per-minute basis, which is functionality that we don’t have right now, but are working to put in place. In the meantime, some facilities might choose to temporarily disable video calling in favor of different methods of communication. At locations that maintain our current Video Connect service, we may provide users an allotment of free video sessions, subject to facility agreement and policy . Any no-cost video calling will be on an interim basis only, until pay-per-minute Video Connect is available.
If offered at my loved one’s facility, how will I book a free Video Connect session?
If sessions are available based on facility agreement and policy, you’ll continue to sign in to your account to book video calls at least 24 hours (and up to two weeks) in advance, just like you do today. The only difference is that you will no longer be required to enter payment/vouchers and will be taken directly into scheduling.
Will I be allowed to purchase video sessions?
Purchased video sessions are not currently available, so only the provided free video sessions at facilities with active Video Connect service may be scheduled right now. Before pay-per-minute Video Connect is available, you may choose to supplement with phone calls.
Does the Order impact Video Connect sessions with attorneys or onsite video calling?
Correctional agencies generally control the availability of Video Connect sessions with attorneys and onsite video calling. You should check with the facility to confirm that the existing rules will continue to apply.
How will this affect facilities with video subscriptions?
Due to the Order’s new requirements for alternate pricing plans, we must end our current subscription offering. Refunds will be provided to those who have unused portions of their subscriptions.
What will happen to the remaining funds I have in my Video Connect account?
We will issue an automatic, one-time refund of the total remaining funds in your account. If you made a deposit using a credit or debit card, your refund will be returned to that card. For deposits made through Western Union or MoneyGram, your refund will be issued as a check and mailed to the address on your account.
What is AdvanceConnect?
AdvanceConnect is a prepaid funding solution that allows you to pay for calls from your incarcerated loved one. Once your AdvanceConnect account is set up, you must fund it to begin paying for calls from your loved one. To help you stay in control of your call-related spending, you always have the option to accept or reject calls, and the cost of each completed call will automatically be deducted from your AdvanceConnect account.
What are the advantages of AdvanceConnect?
- No credit check!
- Control – You can continue to receive calls (which you may always accept or reject) from your loved one as long as funds are available in your account.
- Multiple lines – You can add several phone numbers to your account so your loved one can reach your home, work, mobile, other relatives, friends, and more.
- TextPay and AutoPay – We’ve lowered the minimum balance that triggers automatic funding from $10 to $5, and increased the maximum amount you can add per transaction from $50 to $100.
- Money management – You can add funds to your account through net, the Securus Mobile app, a money-handling service such as MoneyGram/Western Union, or even by mailing a check.
- Account support – Get 24/7/365 access to your account through net, the Securus Mobile app, or Securus customer care at 972-734-1111.
How do I add funds to my AdvanceConnect account?
Securus offers several convenient options for you to add funds to your AdvanceConnect account. You can quickly and easily add money to your AdvanceConnect account by:
- Signing in to your Securus account, selecting AdvanceConnect, and following funding instructions.
- Calling Securus at 972-734-1111.
- Using MoneyGram or Western Union.
- Mailing a personal check, money order, or cashier’s check with your Securus account number to:
Securus Customer Care
P.O. Box 650757
Dallas, TX 75265-0757
Can I set up AdvanceConnect to automatically add funds to my account?
Yes! With TextPay and AutoPay, you can automatically add funds to your account when your balance falls to $5. Best of all, you choose how much money is added so you’re always in control of your calling expenses. You can set up TextPay and AutoPay by signing in to your Securus account, clicking on AdvanceConnect, and following the simple instructions.
For what services will I use my AdvanceConnect account?
You will use your AdvanceConnect account to pay for phone calls from your incarcerated loved one. You can also use this account to pay for video calls when paid Video Connect sessions resume sometime in 2025.
Does the Order impact my AdvanceConnect account?
Your AdvanceConnect account will function just as it does today, but with a few enhancements. For TextPay and AutoPay, we’ve lowered the minimum balance that triggers automatic funding from $10 to $5, and increased the maximum amount you can add per transaction from $50 to $100.
My AdvanceConnect account was closed due to inactivity. Can I reactivate it?
Yes! You may reactivate your AdvanceConnect account at any time. Just sign in to your Securus account, click on AdvanceConnect, and add funds to your account.