Receiving Calls To receive calls from an incarcerated loved one at a facility served by Securus, you should first sign up for a prepaid calling account which we call “AdvanceConnect.” The easiest way to do this is by creating a Securus Online account, signing up for AdvanceConnect, and then adding funds to the account. Q: […]
Topic: AdvanceConnect Calling Account
FCC Order
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 […]
How do I make a payment to my AdvanceConnect calling account on the Securus website?
If you do not already have a Securus online account click here to create an account or you can call customer service at 972-734-1111 24 hours a day 7 days a week. If you already have a Securus online account sign in here. Under the My Account section locate the AdvanceConnect tile and click ‘Add […]
Why am I Not Receiving Calls? Phone Does Not Ring AND/OR Only Getting Recording in Voicemail
IMPORTANT: If you are NOT receiving calls and phone does not ring AND/OR only getting our recording in Voicemail then do the following: Make sure that the Site Caller ID is added as a “Contact” on your phone! Make sure that all SPAM/Blocking App’s on your phones are not blocking the above Caller ID OR […]
When can I expect my DirectBill account to transition to an AdvanceConnect account?
We’re automatically converting your TDCJ Securus Direct Bill account to a Securus AdvanceConnect prepaid account. We will begin transitioning accounts in August. If your last name begins with the letter A, your account will be automatically converted to an AdvanceConnect account from August 8, 2023, through August 16, 2023. If your last name begins with […]
How do I add another inmate to my account?
Receiving calls If you have an AdvanceConnect account with Securus and want to receive calls from someone at a different facility that also has Securus calling service you don’t have to do anything. They can call you or any of the authorized numbers on the account. eMessaging / SVC / Securus Debit Each of these […]
Do I have duplicate accounts?
You could have two AdvanceConnect prepaid calling accounts that were created with two different phone numbers. Our customer care agent can ‘merge’ the two accounts. If you need help with this call us at 972-734-1111.
How do I find my account number?
After sign in, the ‘My Account’ page displays. The AdvanceConnect account number is listed under the phone number on the AdvanceConnect tile. On the Securus apps after sign in, click ‘Launch’ on the AdvanceConnect row. Your AdvanceConnect account number is listed under your prepaid balance.
How can I speak to an inmate?
You cannot call a facility but your incarcerated individual can make outgoing calls*. You will need to know the state and facility name where they are housed. The quickest way to get setup is to create your Securus online account then sign up for a prepaid calling account. Click here to create your Securus online […]
What can I do to prevent calls from being blocked?
There are a few ways to ensure you can always receive calls: Add more funds than you expect to use for the month. Log into Securus Online and click Add Funds Make a payment higher than the minimum amount on the bill. Do not forward calls. Do not attempt to add additional parties to the line.