Why have the Terms & Conditions Changed?

Like most companies, from time to time we update our Terms and Conditions (T&Cs) to reflect changes in our operations or products and services and the circumstances in which we deliver them. For example, in a recent update, we combined Securus and JPay T&Cs because we noticed that many of our family and friend customers use […]

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Why is my Account Status Blocked?

Reasons why your account status may show as blocked Calls to your phone line(s) from a correctional facility may be blocked for many reasons: Not enough funds on your Advanced Connect Account If you are already logged into your Securus online account, click on “ADD FUNDS“. If you have not logged in yet, please click HERE ,Once logged in you can […]

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What are Tips to Avoid Being Disconnected?

You can prevent being disconnected while on the phone by avoiding the following: The incarcerated individual telephones have features that may disconnect your call if a violation is detected. To avoid being disconnected, DO NOT: Transfer or put the call on hold Use or answer call waiting Use a cordless phone (static could cause a disconnect) Press extra numbers on the touch-tone keypad […]

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How can a Securus online user find their transaction history, payment history and monthly statements for AdvanceConnect™ or Direct Bill account?

Finding transaction, invoice and transaction history is easy: You must log in to your Securus Online account and select Manage account in the phone account section. where you have a variety of menu selections. Transaction Details will provide all funding to include credit and debits for the account. To view Invoices, select Account Statements

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How do I change my 4-digit PIN?

To change your 4-digit PIN online, please follow the steps below: Log in to Securus Online with your username and password On the far right of the screen, you will see a section labeled with the account owner’s name Click on the  Scroll down to 4 Digit Passcode Select “Edit” in the 4-digit PIN section Enter your new PIN […]

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What is an Incarcerated Individual Request?

Did you receive an email or text message from an incarcerated loved one?  Incarcerated loved ones can send their Family & Friends a pre-written request through email or text notifying the Family and Friends of something they may need at no cost. Incarcerated loved ones can send up to 10 request per day.  This service will allow incarcerated individuals to send an email or text […]

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How Can I Update My Profile Photo?

A user can update their Government ID or their Personal Image independently of the other. Changing the user Image is easy: Securus Online Users that have a Securus Online account, click here to log in. Once logged into the users account you will see a section to the right with the user’s name and a settings icon  […]

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