Topic: Securus Video Connect

Most issues family and friends encounter with virtual visits are due to technical problems outside of the Video Connect platform. For the best experience, please: Make sure you have a reliable, high-speed internet connection. Keep other network usage low so you have enough bandwidth for your session. Use high-quality video and audio devices (headset/earbuds with […]

In order to use Video Connect you have two options. You can download the free Securus app for Apple or Android devices. The minimum version supported are 8 for Android and 14 for Apple. You can also access Video Connect from a browser on your PC or mobile device. You will need to have a Microsoft […]

Make sure yourconnection remains consistent throughout your entire scheduled visit. Do not drive during your session.  If you are traveling from one location to another while you are having a session, make sure you have not lost signal. If you are using Wi-Fi to participate in a video session, make sure their Wi-Fi signal is strong […]

Make sure your device meets the standard requirements to run the Securus Video ConnectSM application. Minimum Requirements: For Android device- click here For Apple device- click here If your device meets the above requirements, try restarting your device. If the SecurusVideoConnect℠ will not launch after restarting your device, please remove and reinstall the app.

Adding a Facility Once you are logged into your online account click on Manage Account Click Add a New Facility tab. Select the state and facility that you wish to add, click ADD FACILITY. Next, a popup is displayed confirming the action, select OK The newly added facility will show as “pending” until approved. Once approved it will […]

Securus Video Connect℠ can only be closed by a Customer Care Representative. To do so, please call 1-877-578-3658

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  […]

Securus is not responsible for disconnects due to behavior issues, any disconnects initiated by the correctional facility, or disconnects due to Internet connection or hardware malfunctions. If you believe your session was disconnected due to a Securus Video ConnectSM system error, fill out and submit the Video Connect Credit Request Form. We will review and […]

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 […]

How to Schedule a New Visit Tap the SCHEDULER ICON Tap the NAME and enter your name then tap OK Enter PHONE NUMBER then tap OK Enter your EMAIL ADDRESS (optional) then tap OK (It is recommended you enter an email address to be notified if the visit is cancelled GO TO NEXT STEP Tap and enter the INCARCERATED INDIVIDUALS LAST NAME then […]