Currently, you can delete your Securus Online account by calling customer care at 972-734-1111 or selecting ‘Delete Account’ on the Securus iOS and Android app. Prior to deleting your account, please go to ‘My Settings’ on our website or app to verify your address is correct. In the future, we will offer account deletion via the Securus website.
When you click Delete Account on the Securus iOS app, the following actions occur in each of the following services, if you’ve used them:
ADVANCECONNECT PREPAID CALLING ACCOUNT: This account will be closed, and you will no longer be able to use your prepaid services balance to pay for calls associated with the number(s) on this account. TextPay or AutoPay prepaid service options for AdvanceConnect will be immediately terminated. Calls received within the last 24 hours will be deducted from the balance. If a pre-paid services balance remains on your AdvanceConnect account, the refund will depend on the type of purchase method last used and will be handled as follows. If you paid:
- ONLINE, USING A CREDIT CARD: The full-balance refund will be applied to the card last used and will be issued within 2-3 business days. This could take up to one billing cycle to be reflected on your credit or debit card statement.
- VIA WESTERN UNION: In 2-3 weeks, a refund check will be sent via the United States Postal Service to the account holder’s address on record.
- VIA MONEYGRAM OR PAYMENTS BY MAIL: In 2-3 weeks, a refund check will be sent via the United States Postal Service to the account holder’s address on record.
VERIFY YOUR ADDRESS: Prior to deleting your account, please go to ‘My Settings’ on our website or app to verify your address is correct.
DIRECT BILL: This account allows the account holder to pay for call services each month after services are used. Once a Direct Bill account holder has requested that his or her account be closed, the request is held for 7 to 10 calendar days to allow for any unbilled calls, or other charges, to clear the account prior to closing. If there are any outstanding charges, the Direct Bill account holder will be issued a final bill statement and invoice due, as normal, within 20 days from the statement date.
SECURUS DEBIT: Any deposits that have been made into this account are owned by the incarcerated individual and are not refundable to you.
EMESSAGING: Any remaining stamps are not refundable.
VIDEOCONNECT: Important – you should cancel any scheduled VideoConnect sessions before deleting the account. Upon deleting your account, any remaining VideoConnect subscriptions or scheduled sessions will be cancelled. Deleting your account before a video session occurs will void that session and any future sessions without possibility of a refund.
If you want to create an online account in the future you will need to use a different email address.