How Securus Technologies Works: Complete Guide for Families

Securus Technologies is a privately held inmate communication company that contracts with correctional facilities to provide phone, video, messaging, and financial services. Securus is headquartered in Dallas, Texas and is owned by Aventiv Technologies, the same parent company that owns JPay.

Securus serves over 1,200 facilities across 45 states, making it one of the most widely deployed inmate communication providers in the country. Securus is especially common at county jails and local detention centers, though it also holds contracts at some state prison facilities.

To find out if your loved one facility uses Securus, search our facility directory by facility name. The provider information is listed on each facility page. You can also call the facility directly and ask which phone and communication provider they use.

Go to securustech.net and click on the option to create a new account. You will need to provide your full name, email address, phone number, and create a password. Account creation is free and takes only a few minutes.

After creating your account, you will need to find your loved one in the Securus system. Search by the facility name and the inmate name or inmate ID number. Once you find them, add them to your account.

Securus also has a mobile app available for iOS and Android called Securus Mobile. Download the app from your app store and log in with your account details to manage phone accounts, schedule video visits, and send messages from your smartphone.

If you have trouble creating an account online, you can call Securus customer service for assistance. Have the facility name and your loved one inmate ID number ready before calling.

Securus handles inmate phone calls through a prepaid account system. You fund an account in advance and the per-minute rate is deducted each time the inmate calls you. You cannot call the inmate directly - all calls must be initiated by the inmate from a facility phone.

To set up your phone account, log in to your Securus account and go to the AdvancePay or prepaid calling section. Register the phone number where you want to receive calls and add funds using a credit card, debit card, or other accepted payment method.

Once your account is funded, the inmate can call your registered number from a facility phone. The call connects automatically and the per-minute charge is deducted from your balance. Keep your balance funded to avoid missed calls.

Securus phone rates for interstate calls are regulated by the FCC with a maximum of $0.11 per minute under current FCC rules in effect as of 2026 (raised from the original 2024 cap of $0.06 per minute) for prisons and $0.11 per minute for large jails under current rules. In-state rates may vary by facility. Check your account for the specific rate that applies to your facility.

Securus offers video visitation at many facilities where this service has been contracted. To check if video visits are available at your loved one facility, log in to your account and look for a video visits option on your dashboard. If it appears, the facility supports this service.

To schedule a video visit, select your loved one from your contact list and choose an available date and time slot from the scheduling calendar. Review the cost and enter your payment information. You will receive a confirmation of your scheduled visit.

At the scheduled time, log in to your Securus account on your computer or open the Securus Mobile app on your smartphone or tablet. Make sure your camera and microphone are working before the visit begins. Join the session at the scheduled time and wait for the inmate to connect from the facility.

Video visits through Securus typically cost between $7.50 and $15 per session depending on the facility. Sessions are usually 20 to 30 minutes long. All video visits are recorded and monitored by facility staff.

Securus allows families to send money directly to an inmate trust account through their platform. Log in to your account and go to the send money or inmate deposit section. Select your loved one, enter the amount, and pay by credit card or debit card.

Securus charges a transaction fee for money transfers. Fees vary by facility and transfer amount. Always check the current fee schedule before sending to avoid surprises. Keep your transaction confirmation number until you confirm the funds have been credited to the inmate account.

Processing times vary by facility. Most deposits are credited to the inmate trust account within one to three business days. Inmate trust account funds can be used for commissary purchases, phone call credits, and other approved facility expenses.

If you are not receiving calls, check that your phone number is registered in your Securus account and that your balance is funded. Also confirm with the facility that your number is on the inmate approved contact list. If your number was recently changed, update it in your account before the next call.

If a video visit does not connect, check your internet connection and make sure your camera and microphone permissions are enabled for the Securus app or website. Test your connection before the scheduled session. If the problem is on the Securus side, contact customer service with your confirmation number to request a credit.

If a money transfer does not arrive, contact Securus customer service with your transaction confirmation number. Common causes include an incorrect inmate ID number or a transfer sent to the wrong facility. Always verify the inmate ID and facility name before sending funds.

California awarded a major telecommunications contract worth an estimated $315 million to Securus Technologies in February 2025, replacing ViaPath as the provider for all California Department of Corrections and Rehabilitation facilities. The rollout began in September 2025 and facility transitions to Securus continued through spring 2026. Fire camps completed their transition first. Individual institution transitions began in February 2026.

California families whose loved ones are housed at facilities that have already transitioned must use Securus for phone calls, video visits, and messaging going forward. If a loved one is transferred to a facility still using ViaPath during the transition period, families must return to the ViaPath platform for that facility until it also transitions to Securus. The CDCR website at cdcr.ca.gov/family-resources/tablets publishes the current transition schedule by institution.

A significant issue during the California transition is that ViaPath messages, photos, and media do not transfer to Securus tablets. Once a facility transitions, incarcerated individuals lose access to all content purchased or received on their ViaPath account. Families were advised to print important messages or photos from the ViaPath tablet or a kiosk before their institution's transition date. Only the inmate can initiate a print request from inside the facility.

Shortly after the California transition began, Securus was found to be charging more than the 3 cents per message stated in its contract, apparently due to an undisclosed pricing scheme based on character count. After prisoners and advocates complained and news organizations asked questions, Securus corrected the billing and issued a $10 credit to every person at the California Institution for Women. California families should check their account billing carefully and report discrepancies.

Securus has a consistently low consumer rating with the most common complaints involving failed video visits with no refund, customer service providing false assurances about refunds that are never issued, and accounts being permanently restricted after families dispute charges. Understanding these patterns helps families protect themselves.

If a Securus video visit fails due to technical issues such as no audio or no video on their side, contact Securus customer service immediately and file a formal complaint requesting a refund. Document the date, time, your confirmation number, and exactly what failed. Securus requires a formal complaint to process a refund for a failed visit. Follow up weekly if you do not receive a response. Keep records of every communication.

A documented pattern at Securus involves permanently restricting account access when families dispute charges with their bank. One account shows a family that disputed a charge after Securus failed to provide a working video visit and received assurances of a refund that never came. When the family filed a bank dispute, Securus permanently restricted their account, canceled a scheduled visit, and refused any refund. If you are considering a bank dispute, be aware that Securus may respond by restricting your account.

Michigan lawsuits filed against St. Clair County and Genesee County allege that these counties banned in-person jail visits in exchange for a share of Securus video call revenue. Under the alleged contracts, Securus paid the county 50 percent of the video call fee and 78 percent of the per-minute phone call rate. The lawsuits argue that eliminating in-person visits solely to generate video call revenue violates the rights of families and incarcerated people. These cases highlight how financial incentives in provider contracts can directly affect family access.

Securus customer service is available through securustech.net. For phone support, call the customer service number listed on the website. Have your account details, the facility name, your loved one inmate ID, and any transaction confirmation numbers ready before calling. The most common issues requiring customer service contact are failed video visits, account access problems, and billing disputes.

If standard Securus customer service does not resolve your issue, file a complaint with the Better Business Bureau. Securus Technologies has a BBB profile and formally responds to complaints filed there. A BBB complaint often receives a faster response than a standard customer service call or email.

For California families experiencing issues during the ViaPath to Securus transition, major outage notices are posted on the CDCR website. Contact both Securus and ViaPath customer service if you are unsure which platform is currently active at your loved one facility. The CDCR family resources page at cdcr.ca.gov/family-resources is updated with current provider information.