Cancelling a Video Session
Problem: How to cancel my video sessionSolution: All Securus Video Connect℠ sessions must be canceled through the Securus Video Connect℠ account on your mobile App or Securus Online at www.securustech.net. Family and Friends will need to log in to Securus Online with their email address and password, go to my sessions and cancel the video session. Each facility has a timeframe in which you must cancel (most are 24 hours before the session begins)
Problem: Unable to cancel my video session today
Solution: If it is less than the 24 hours from the time you wish to cancel, it’s the blackout period
Problem: I cancelled my video session; however, I did not receive a refund
Solution: Cancelling a video session will result in a credit to the Securus Video Connect℠ account, no refunds.
Problem: The facility rejected my video session, how I do I receive a refund?
Solution: Facility rejection is an automated credit to the Securus Video Connect℠ account.
Problem: The facility cancelled my video session, how I do I receive a refund?
Solution: Facility cancellation is an automated credit to the Securus Video Connect℠ account.
Problem: I believe that I should receive a credit for my Securus Video Connect℠ session that was missed/dropped/cancelled.
Solution: If you believe that you should receive a credit for a missed video session, please follow the link below and print, fill out and follow the instructions on the form. Why do we require a form to be filled out? Securus needs your written permission to review the session to determine if a credit can be provided, without written permission, Securus cannot view the video session or issue a credit. Form can be found at by clicking here
*Credits are never issued for taxes or fees