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Welcome to the support section of Securus Video Visitation

Frequently Asked Questions can be found below. Click on the subjects to find out more information. If your question is still not answered, contact us by:

Correspondence:
Securus Correctional Billing Services
PO Box 1109
Addison, TX 75001
Service:
877-578-3658
Customer Satisfaction Hours of Operation:
24 hours a day, 7 days a week
Automated System: Always Available
Submit a Question:
To submit a quesiton click HERE
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General

Securus Video Visitation is designed to be used by any individual who needs to make visits to a client or loved one in a correctional facility.

This depends on both the facility and the type of visitor you are. Home visits may be recorded depending on the facility’s visitation policies.

Privileged or Confidential visits from professionals such as attorneys, priests, or medical professionals are NOT recorded.

If you do not have a credit card, you can purchase a pre-paid Visa or MasterCard. These are available at general retailers (such as Walmart, Kmart and Target) as well as many drug stores (such as Walgreens and Rite Aid).

Visits are pre-paid and non-refundable. If you believe there was a system problem that did not allow you to participate in a scheduled video visit, please fill out and submit the Credit Request Form. We will review and reply to your request within 72 hours.

Securus is not responsible for disconnects due to behavior issues, 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 Visitation system error, fill out and submit the Credit Request Form. We will review and reply to your request within 72 hours.

The Appointments list only shows those appointments within a specified date range. If your appointment is scheduled far enough out, you may need to widen the Appointment search date range by following these steps:

Step 1:
Select the Magnifying glass icon.
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Step 2:
Change the Date range so that it includes the video visitation session you are looking for.
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Step 3:
Press "search."
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Step 4:
Your visitation session will be presented.
Software

In order to use Securus Video Visitation you will need to have Javascript enabled in your browser, Microsoft Windows Operating system (XP, Vista or Windows 7) and Adobe Flash Player.

There is also small JAVA client that is required in order for Securus Video Visitation to transmit the audio and video.

You can verify that your system is up to date by visiting our test page here.

Hardware
  • A Desktop or Laptop.
  • Operating System: Windows XP OR Windows Vista (32-bit) OR Windows 7 (32-bit). Note: MacOSX and Ubuntu versions are currently not offered, but will be COMING SOON!
  • A built-in or external webcam. We recommend using one with a resolution of at least 1.3 megapixels.
  • An internet browser (Internet Explorer or Mozilla Firefox)
  • Broadband internet access (DSL or Cable) – 256KB minimum upstream and downstream
  • Speakers/Headset and microphone (built-in or external)
Note: A credit card will be required in order to process the visitation fee.

Most built-in cameras on laptops are good enough in terms of picture quality.

For users with an external webcam, we recommend using a 1.3 megapixel USB web-camera. You can purchase these types of webcams at most electronics stores (such as Best Buy and Radio Shack) and many general retailers (such as Walmart, Kmart, and Target).


Securus is not responsible for the quality of your Internet connection or for the setup and operation of your computer, web camera, or other hardware. Problems related to your Internet connection or hardware should be directed to your Internet service provider or a qualified computer repair technician. Visit Securus Terms and Conditions for full details.