Securus Technologies customer service helps friends and family members manage calling accounts, video communication, messaging, payments and other services offered through participating correctional facilities. Customers can call Securus support 24 hours a day, 365 days a year.
Securus Technologies customer service numbers
Calling from a mobile phone: 972-734-1111
Calling from a landline or internationally: 1-800-844-6591
Support hours: 24 hours a day, 7 days a week, 365 days a year
Securus Technologies Customer Service Phone Numbers
| Department or purpose | Phone number |
|---|---|
| Main support from a mobile device | 972-734-1111 |
| Main support from a landline or internationally | 1-800-844-6591 |
Both numbers are listed by Securus as main customer-support lines available 24/7. International access to a U.S. toll-free number can depend on the caller’s country and telephone provider.
How to Contact Securus Technologies
In addition to calling, customers can use the official Securus Technologies contact page. Online assistance includes a searchable help center and a form for submitting a question to the Customer Care team.
- Search Securus help topics and frequently asked questions
- Submit a question to Securus Customer Care
- Sign in to or create a Securus account
- Review rates and consumer disclosures
Reasons to Call Securus Customer Service
Customers commonly contact Securus for assistance with:
- Creating or accessing a Securus online account
- AdvanceConnect prepaid calling accounts
- Adding funds or reviewing a transaction
- Calls that are blocked, disconnected or not connecting
- Adding or changing an authorized telephone number
- AutoPay, TextPay and low-balance notifications
- Securus Debit deposits
- Video Connect registration, approval or technical problems
- eMessaging, stamps, photos and VideoGrams
- Charges, refunds and disputed sessions
- Checking which services are offered at a particular facility
AdvanceConnect and Calling Account Help
AdvanceConnect is a prepaid account used to pay for eligible audio and video calls. Customers can add multiple authorized telephone numbers and manage their balance online or through the Securus mobile app. Available services, calling rules and rates depend on the correctional facility.
The Securus app can be used to review account status, available funds, call details and transaction history. Customers can also update payment-card information, manage AutoPay or TextPay, and block or unblock calls.
Important: In most cases, you cannot call a correctional facility and ask to be connected to an incarcerated individual. The incarcerated individual must initiate the call. Facility rules and service availability still apply.
Securus Debit Deposits and Refunds
A Securus Debit account belongs to the incarcerated individual and can be used for eligible Securus services at the facility. It is not the same as a facility commissary account.
Money deposited into a Securus Debit account becomes the property of the incarcerated individual. Securus states that friends and family members cannot receive refunds for those deposits. Before paying, verify the person’s name, identification number and correctional facility.
AdvanceConnect accounts have different refund rules. A customer may request to close an AdvanceConnect account and obtain a refund of the unused account balance. Contact Customer Care for instructions and account verification.
Video Connect and Messaging Support
Video Connect availability and approval requirements vary by facility. Some facilities may require identification before a customer can participate. For the best video experience, use a reliable internet connection, test the device beforehand and minimize other network activity.
If a paid video session had a qualifying problem, use the Securus Video Connect credit request form. Securus says disputed sessions must be submitted within 90 days and investigations may take up to 30 business days.
Messages, photographs and VideoGrams may be reviewed under the receiving facility’s policies. Securus states that stamps are not refunded when submitted content is rejected for violating facility rules.
Securus Technologies Mailing Addresses
General correspondence:
Securus Contact Center
P.O. Box 1109
Dallas, TX 75001
Check payments:
Securus Correctional Billing Services
P.O. Box 650757
Dallas, TX 75265-0757
Include only the information requested by Securus. Keep copies of correspondence and payment records, and do not mail cash.
Tips for Getting Help
Before contacting customer service, have the email address and telephone number associated with the account ready. For transaction, call or video-session problems, note the date, approximate time, amount charged and facility involved. If applicable, have the incarcerated individual’s name and identification number available.
Do not post account credentials, payment-card details, passcodes or an incarcerated individual’s private information in public comments. Account-specific problems should be handled directly through an official Securus support channel.
About Securus Technologies
Securus Technologies provides communication and account services used by correctional facilities. Consumer offerings can include prepaid telephone accounts, video communication, eMessaging and Securus Debit. The exact products, prices, approval requirements and communication rules are determined in part by the participating facility.
Visit the official Securus Technologies consumer website to check current services or the official customer service page for the latest contact options.