It depends on what services you have used to determine if you are eligible for a refund.    See below:

ADVANCECONNECT PREPAID CALLING ACCOUNT: If you do not want to use Securus services any longer, you can close your account from the Securus website or delete your online account on the Securus apps that will trigger a refund for prepaid calling funds if eligible.  Sign in, click the top right menu, select ‘My Settings’.  On the bottom navigation bar click ‘Security’.  Click ‘Delete Account’.  This will remove your access to Securus services.

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, MONEYGRAM or 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.
  • NOTE: PLEASE VERIFY YOUR ADDRESS on record for your account prior to deleting your account at or by using the Securus Mobile App.   

Beginning in May 2023, New Mexico customer accounts will be automatically closed after 180 days of inactivity and Securus will attempt to refund the remaining balance using the same process as above.  If Securus is unable to refund the balance for any reason, these funds will be held by Securus until administered in accordance with applicable laws and regulations.  Any account holder may request a refund until final disposition of those funds. For further assistance, please call Customer Support at 1-800-844-6591.

DIRECT BILLThis 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 deleted, 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.