Prepaid Calling Cards (incarcerated individual calling cards) are property of the incarcerated individual.  Securus cannot provide any information to any family or friends related to the calling card status, balance, or call connections.

If an incarcerated individual is experiencing a problem with their prepaid calling card, they need to contact their designated facility representative who will handle the complaint and provide a resolution.  Securus cannot do this at the request of any family or friends.

The phone number that should appear on the customer’s caller ID is 972-777-9396.