Securus Mobile Reviews

by AIGASALEVALASI

I would leave zero stars if I could. I sent a total of 20 pictures to an incarcerated family member distributed between 4 separate emails because only five attachments are allowed at a time. Family member in Kingman Arizona did not get any of my emails or pictures. Also sent two 30 second videos of nature using their videogram option and nothing has gone through. I wasted about 40 stamps !

I feel as if it could have been an issue possibly resolved over the phone except the customer service is terrible ! No one picks up and I was on hold for over an hour. And to think we waited months for such below average service ! Incarcerated does not equate worthless customer service ! Especially if family on the outside are spending their hard earned money. Please please please fix these issues and value customers!

by Mrseliasx5

I signed up for a visit today It was confirmed and everything I waited for 30 minutes and nothing happened. I had my children ready to see their dad on the video visitation and everything I was pretty bummed out that it didn’t work. I think if there was a problem on the other side or with the facility they should send you an email explaining what happened so you’re not wasting your time sitting there for nothing. I’m trying another video visitation tomorrow in hopes that it works. I hope you guys get this problem fixed and I don’t think it should OK your visit if there’s a problem on the other end and there’s a chance that your loved one doesn’t show up. Communication is everything especially when we’re paying for these calls. There’s a problem I think we should be notified and our money refunded. Did call customer service and they were very kind to refund my money. Won’t lie it was a bit emotional waiting all day for that car and it didn’t happen.

by Niftux

Securus is half built or worse. Not sure how an app that is meant to be connected to a bunch of locations can’t or won’t tell you whether or not the service you’re selecting even has support there. It literally showed up as options being available for emessaging, allowed me to select who I wanted to message, purchase a message plan, and even send them a message, but did not tell me this wasn’t available even after everything was paid for?! I found out after I called and spoke to my friend that it wasn’t actually an option! Not to mention there’s almost no support and no way to contact them for a refund - nothing helpful at all. Better to send your person money so they can buy calling cards to call you through a different service instead. Extremely disappointed.

by KatelynFlower

I was using Securus for about a month and a half and then I got blocked because apparently the birthday I put in did not match my photo id, well there is not one place in the entire app where there is a spot for a birthday. I cannot change it because it doesn’t exist, I have been blocked from messaging my loved one for over a month now and customer service is “offline”? I don’t know what to do because there is nothing I can do, I would really like to be messaging my loved one because it is cheaper then the calls every day. Please help me get unblocked.

It’s been over 2 months and there is no one to help me, ever, I am still blocked from emessaing. I just need help immediately to be unblocked, I have done nothing wrong and I cannot fix anything. But there is probably no one seeing this that can actually help me because customer service is still offline.

Still no help and nothing has changed. I am very angry with Securus. There is no one to help me at anytime. There is no reason I should still be blocked. Very unprofessional and unacceptable to have a broken app and no technical help to help people. I will probably never even get my money back and that makes me super angry too. And once again there is no one to read this review so my problem will most likely never get solved. Great, for an app trying to help people you sure do a bad job at it.

by ToBIGWillie

It works just ok when it works. The video visit audio is garbled most of the time almost as if you can hear someone else’s conversation in the background. It’s almost like when you’re tuning your car radio to a station and another station is bleeding thru. Frequency issues maybe? I don’t know, but it oftentimes extremely difficult to understand the conversation. A new problem has popped up as well. Haven’t been able to utilize Securus on occasion for over a week now. I try to open Securus on iOS and it stalls on the title screen and won’t open to the sign-in screen. I’ll wait 5 minutes, try again, and it’ll open (sometimes), but I get an error popup that says unable to retrieve account details when I try to open my scheduled video visits. I also get this popup sometimes on the phone call section. Hopefully they’ll get this ironed out soon.

by A Mad Black Mother

At first it seemed to ok but the more we used it, it seemed like neither party could hear each other. Then it’ll just log out during the visit, and you have to log back in and please don’t let it be two minutes left by the time you get logged back in the visit is over. Another thing is when it’s down or broken inside the jail the families have to miss those visits but yet are not reimbursed for the inconvenience. I think there needs to be a better upgrade version or something because there has been too many problems trying to have a video with your love one and can’t but still have to pay. Not to mention this app will not take any of my cards talking about fraudulent activity and I have a brand new card. So I tried to get the situation resolved multiple times and was at a dead end each time. So I end up having to create a whole new account to be able to see my love one.

by Federal Review

Terrible app beware of using it.
Heads up for those who do not know of this company and its past.

this app has had more than its share of negative headlines. In the past few years, company, which provide technology services to prisons and jails, have been slammed by inmates ' families who say theyre charge outrageous prices to phone love ones. Controversy has extended into video call and email services, two other places company has stake claim. In October, company was hit with 1.7 million dollar fine for allegedly misleading the FCC during regulatory maneuver. By May, attention shifted to another scandal, as companies took heat for enabling warrantless cellphone tracking around the country. Additionally the company’s own documents reveal that they also appear to offer additional Location base services that exploit incarcerated individuals and their families. When a person incarcerated in jail or prison that contracts with this app makes a call to cell phone outside, this app is able to obtain the location of that cell phone from the cellular service provider. It then provides that location data to jail or prison for its unrestricted use. This company is headed for a class action lawsuit and violates the constitution of the United States.

by Jessylopez

These people always stealing money . They have they tricky ways of trying to give excuses of not having to return your money back . It’s always different excuses . Some customers service says and does one thing and the other switch up . They are no help . They want you to go and do the most in order to get a video chat refund . I been in a situation where my video chat accounts was cancel and i had my money return for credit of other video chats that has nothing to do of the day that my video chat was cancel . Usually if you book video chat for the next day and it has nothing to do with the day your video chat got cancel they always cancel and put it as credit . I book so much videos and did not get not one refun back . This is all the time they never give money back or at least credit they will steal your money on Securus and make you do so much for nothing ! Ya can keep the money Securus and employees need it Anyways enjoy .

by Forever Addicting

I have so many issues with Securus. It was working fine in the beginning then Securus just kept crashing and having so many technical issues. Now before you say delete Securus and try install it again i already did many of times and same issue. For one when i set up my app i put in my correct address but now it changed on me and i didn't change anything it says i live in mexico but i dont. I would change it back to where i actually live and it would change it right back. I use to get notifications when my loved one messaged me but not anymore. My phone has 5G connection. My settings for Securus has notifications on in my phone settings and Securus has message notifications but still not getting notified. I uninstalled Securus many of time in hopes that it would fix it but nothing. I restarted my phone many of times just in case there was a network issue but it wasn't even that. Its like Securus isn't a reliable app. Is anyone fixing Securus or trying to make it more reliable? My Loved ones tablet games dont even work and this app doesn't even help him fix the issue.

by Mica060285

It works ok sometimes but the video lags with audio and it cuts out a lot also freezes quite often. The quality is pretty poor, the phone calls are over priced and also have a lot of technical problems. I’ve spent more time in hold trying to get things fixed than anything else. When I receive phone calls the automated system they use doesn’t recognize when I push 1 to accept the call which is frustrating. Maybe 1 out of every 4 phone calls comes through with minimal issues. Everytime I call to report problems the tech support people are nice but always say the same thing... they’ll put in a ticket and ask if there’s anything else I need help with and the problem never really gets resolved. It’s quite frustrating to pay for something that doesn’t work properly.

by MysticalGLee

Firstly am glad that Securus was created to stay in contact with loved ones but this past month or so its been a nightmare..Whether I use Securus or the main site. At first it was great didn’t have no issues with my calls my visits but then the issue started and it came directly from this app Technology monitor service provided by this app Technology hasn’t not been taking this seriously like your IT department needs better workers that can actually fix an issue on hand instead of making it worst just like with Securus you place an update to fix bugs etc but it hasn’t at all and I use my hard earn money that your company is so quick to take from my account and yet can’t fix all the issues on hand I had lost so many video visits phone calls etc because of you not me everything in my end is working perfectly great..This isn’t a cheap cost so I don’t understand why you can’t get it together and please don’t give a poor excuse because as a business company if you can’t handle such problems then you shouldn’t be in this field of work. Yes I do understand that at times things happen but at the same time it’s ridiculous of how much and how many times the same things are happening constantly that just mean you don’t care bout nothing but money and sadly that the wrong way to go bout it business wise if this continues I will be placing a review in the BBB knows as the Better Business Bureau website.

by HNii

I’m glad that there’s an app to connect with inmates. I just wished that it worked better. The part that seems to work best is the phones. The emessages are also okay, but if you type in it for too long in Securus , the logs you out and it loses the message - always select all / copy before you try and send!
The most frustrating part is the video visits. It’s so fickle as to whether it will work or not. Half the time the audio does not work. It suggests that you use headphones, but usually the headphones aren’t recognized. It’s so disappointing to look forward to a video visit with an inmate and then the audio just doesn’t work. I called customer service, and they say that the inmate has to ask officers in the facility to do something about it. Do you know how low on list of priorities that is for an officer? It’s so hard to even get officers attention - they’re not trying to get kiosks fixed for video visits. Listen to the people paying for your services.
Also, make it easier to get money / credit back for missed or messed up video visits. It is 2020. We should not have to print out a form to fill out to send in. I’ll make an online document for you if you wish. It has to be made easier.
Please make your video visit service better. It truly is a letdown. Thank you.

by Jetpack3

When I first installed it on my iPhone , it worked pretty good. Then it started always asking for my password which would be wrong almost every time & the answers to my questions changed. Called them the other day and they were supposed to reset my password. And how come u have to give them so much personal information. . I have been waiting weeks to hear something back as far as having s home video visitation, before I install this crazy app on my phone. And now when I open it up from home screen it says update now or update later no matter which one u pick it just goes to the sign in page and before you can do anything, it jumps back to the home screen. Or s quick flash & tell u to open in store but it don’t . Will ask all the same questions. But won’t do nothing. In the fine print it’s says by installing or is signing in to Securus u agree for them to share ur information with third party marketing group. No way not me. I also set up. A commissary account , an inmate debit account, and a phone account, and it’s been a month and a week now and he hasn’t been able to get through to me. It’s too much to have to do and remember. Especially for what little it does and a lot it don’t do . All of everything these days is a scam or fraud. The government, the Antichrist, the devil. Be ware

by Amy M 413

So I read some reviews that I feel aren’t fair so I’m adding my own. So yes, sometimes the audio isn’t the best but its nearly impossible to blame Securus for that. There are a number of things that could be responsible for that. It could be YOUR internet connection, it could be your phone / tablet not working properly, it could be the jails internet connection, it could be the equipment at the jail, it could be the number of people utilizing the service at the same time dragging down the bandwidth- OR, it could be Securus. The thing is, you just don’t know. I too experienced trouble hearing with video chats but I couldn’t say why. I also don’t like that you have to fund things separately. BUT, again, who makes that rule? The jail or Securus? Why can’t I just put money on this account & buy stamps, phone time or video chats from the same pool of money? That’s absurd & results in more fees for them. But, again, who makes that rule? this app or the jail? I’m betting Securus decided that. Either way, its a garbage rule.

by Djdannybhhhhh

Securus doesn’t work any more. Let’s me pick a date and time but when I click to confirm it says Invalid Time Slot. Doesn’t matter what date or time I try to schedule. I’m hopeful the developer will see this and tell me what I’m doing wrong!

ORIGINAL REVIEW: I only use Securus to schedule on-site visits. Though initially frustrated that I couldn’t schedule online any longer, I got Securus , applied, and then waited for approval from my local jail. Once I got approved, I found the interface with this easier than the website. And I can do it on the go. As an added perk, I’m not sure why, but with Securus I can now schedule visits the next day, whereas I had to schedule a few days or even a week out with the website. So works great for me. Hoping it does for others as well.

by Lynell26

When I first download Securus it was working fine. I was able to check my account to see how much money I have left to receive calls. I was able to sign in with no problem. But now when I’m trying to sign in it kept saying wrong password or user is invalid when I know my password is correct. When I go to forgot password it tell me to do the security questions like fist pet name etc. I know I answer them correctly cause I picked the questions myself and it tells me that one or more answers is incorrect. I even tried to create a new account and it tells me to call customer service. I also deleted Securus and installed a couple of times and still no help. I feel that Securus need to be updated. I downloaded Securus so I don’t have to keep calling this app everytime I have to put money on the phone to receive calls from my husband. Securus is suppose to make it fast and easy and I see I’m not the only one who’s going through the same thing.

by Hottbitch15

I am so happy that the ones we love that are on the inside have the technology to reach out to their loved ones when they can. Not just phone calls at any time but also if we set up a 20 minute or 40 minute video conversation where we can see them as if we were on FaceTime. The only down side besides the money that we put into the open communication with our loved ones, but sometimes the phones go in and out and are hard to under the conversation. I do wish it was longer than 15 minutes as well.
Also, I hope this app does not have any more problems with the video chats because I had 2 set up last week and one of the 40 minute ones would freeze and the screen would go blank. The audio completely went out and it took the whole 40 minutes to keep logging back in for the same problem to continue. I also had a second video conference do the same thing last week and emailed Custer care to see if I could at least get another scheduled meeting but never received an answer. But they fixed it this weekend I heard and and a video meeting today with no problems at all.
This is a great app to stay in touch with your loved ones. Amit definitely puts hope in his voice. Videos are cheaper than phone calls too!!! So take advantage!

by Luvcrystalgazing

Enjoy having visit thru video. It’s much better picture and more live than looking thru a window. That doesn’t really give you the feel that your in the same room. I also love where you can easily schedule and pay for visits. Usually don’t have a problem.
I do think you need to put out information on instructions. How to setup a visit. It probably hard for people up in age and aren’t geeks.
One problem I had was no sound with my iPad and earplugs. Couldn’t figure out how to get sound. No one at jail knew anything. Well I figured it out. My earbuds have a control volume on the cord and also can be muted. It was muted. All I had to do was click on the accessory attached to the cord on earbuds.
Simple fix.
You might have a help access on this app app. I’m just not aware of it. But, I’m not a geek either.
Thank you this app for the technology to visit our love ones.
I’m 71 years old and it’s hard for me and more expensive to drive 1 1/2 trip to the jail. Thanks again Namaste’

by Mom In Bristol TN

I just want to tell this app how much their services mean to me! I am so thankful for this app video visitation and their e-messaging! I love all of their products but those 2 are my favorite! With the Covid 19 Virus they have made it possible to still be able to see our loved ones that are incarcerated. Without them I would not be able to see or communicate with my daughter!! They made it to where I don’t even have to leave my house or my couch! In fact the only issue I have ever had with this app is they triple charged me for one visit almost a month ago and I am still waiting on credit or refund! I am sure I will get it eventually! Thanks again this app for all of the products you offer and making it possible to still see my daughter even in the middle of this Epidemic!

Forever Grateful!,
Mom in Bristol TN

by Katheine Alexandria

When I first downloaded Securus it was working really great. The audio sound could be better but it does the job. Yesterday when signing on for my visit Securus wouldn’t load. It kept crashing. I deleted Securus and downloaded it again multiple times and still nothing. I turned off my phone and turned it back and still nothing. I called the help line to get my money credited for my scheduled call and they did which I appreciate. They also said they had received a few reports of people having issues with Securus . What is the update? Is there something missing from Securus ? I do really Rely on Securus for communication and if it’s a bug fix please try and correct it.
I am not even able to log on my regular browser when I open it. I also had a friend in another state try and sign on and she was getting the same “network error “ connection message.
I have never used WiFi for this at it is not needed because Securus allows you to be remote but I did try to log on with WiFi and it still doesn’t work.
Please try and correct this issue.
Thank you.

by Jsjohnson0115

Securus plays with your emotions and steals your money. It asks me to schedule all my appointments in Central Time (I’m in Eastern Standard Time Zone). After scheduling video visits to see my inmate, factoring in the time zone difference, it schedules the visit. Then when I go to log in for my chat, at the specified time, it won’t allow me to go into the video, telling me I have to wait longer. Then after I wait, I go to log in again and my scheduled visit is no longer there, and the website says that I missed the visit. This has happened three times in a row now and when I call customer service they have no idea what I’m talking about. DO NOT WASTE YOUR MONEY, FIND ANOTHER WAY TO CONTACT YOUR LOVED ONE. All Securus will do is take your money, and give you no solutions.

by Maddie.mdp

I normally don’t like however I paid for a video visitation and the inmate never joined and Securus took all the funds even when the inmate never got to join the video. This is so unfair of the site. I feel that the funds should be taken once both parties have joined the video rather taking my hard earned money to sit and wait with no connection. I would not bother to spend your money if you don’t even get the chance to a video visit!!!!

DON’T WASTE YOUR MONEY USING Securus!!!!

Now I’m having connection issues. Now is saying (Unable to access your data please check your network settings) ☹️😤😤😤😤

by Asha121110

This is ridiculous. For weeks now I have tried to have a video visit scheduled ahead of time at 9pm. It changed to an hour later but won’t let me join the visit. Never ever can get a hold of costumer service since they have “high call volume” spoke to a supervisor once and she said it would be fixed the next morning. It’s still not fixed! Here we are weeks later and my iPhone app is still not working. The supervisors are ridiculous and absolutely NO help at all. If I could give zero stars then I would! For most, this is a difficult time for their families... Securus and their customer service sure makes it way worse!!!!!!!

by MrsIRONLION

Securus was easy to use and worked well at first, but in the last couple weeks, who I’m speaking with wasn’t able to hear me at all. Even deleting Securus and redownloading it didn’t help.
System updates should happen when inmates are not available for visits, like in the middle of the night after lockdown. Not during the hours when those not in prison would like to see the faces of their loved ones that are. There wasn’t a warning, as there should be when someone is paying for something at the time of purchase to encourage them to choose another time when system updates are not in progress.

by Unhappier Dad

I shouldn’t expect good customer service when a family member is incarcerated, but I hope institutions will look elsewhere for this important service. Video chats worked about half the time. High traffic times (like weekends) led to drops and poor images and sound. No humans to address issues or discuss problems with. No one will answer calls or respond to emails or chat requests. They’re happy to take your money if call goes through or not. Phone calls with inmate were of poor quality, very difficult to understand and numerous drops. I am glad my son is home and I hope never to have to deal with this service again.

by Badaaz5

Pros and Cons about Securus!!! I love that you can schedule visits so easily and add money on your inmates phone account. Cons. I usually spend the first 5 minutes of my visit logging in and logging out because my inmate can’t hear me and the sounds doesn’t come. After logging in and logging out a few times it works. This has happened my last three visits which isn’t fair because by the time I get Securus to work I lost 5 min of my time I paid for. During the visits it glitches a lot. I just wish Securus was a little more reliable.

by Kenni Was Here

The only thing good about Securus is that you can always add money easily. The video visitation is terrible most of the call my loved one and I can only stare at each other because the feedback on the phone is so strong and it makes high pitch noises on his phone it hurts his ears. You can’t do much on Securus . You can’t get any details on your account, you can’t talk to a live representative, and it doesn’t help you with adding or blocking facilities. It’s only convenient for when you need to find your account. The website is better.

by Jsnuahs

At first Securus was amazing I can easily add money to my phone time and the video calls is amazing to keep in touch visually and super convenient until Securus started crashing and it wont let me log in. It keeps saying error with my internet connection and there isn’t I have full access to my mobile data and full connection to wifi. I tried deleting Securus and reinstalling and also turning off my phone and turning it back on and nothing. If they are able to fix this issue I would give it 5 stars. Its really inconvenient especially when I have a video visit coming up and I can’t log in!

by CIRuizCalifornia

Well for the circumstance that we’re in, I gotta say Securus is very convenient. I can schedule video visitations, add funds to his phone account and fund my prepaid account. We can not schedule remote visitations as of yet so I can not comment on that. I do gotta say that once during an on site visit the computer got stuck for 10 minutes so I was only able to have a 20 minute visit. I just wish they would finish adding all the features in California.

by YMYW Fan

I often feel like families are punished when trying to stay in touch with loved ones. Other services are really expensive and cumbersome. this app is absolutely delightful. The thoughtful UX meant I knew exactly what to do to open and fund an account and add approved numbers. And even how to close the account and get a refund on remaining balance. Best in class software in a woefully underserved (at least badly served) area.

by Tabs Nicole

I never write reviews ever, but seeing so many poor reviews I hope I help someone reading. I have an iPhone 8 and Securus has been wonderful to me. I’ve been able to schedule video visits and as long as you have headphones, and a good connection you should be fine. It crashed once during the visit but I had multiple things on my WiFi connection and once I disconnected everything else it worked fine. The sound quality COULD be better. My only complaint is the deputy got him there 20 minutes late, so I paid for a 30 minute visit and only got 10 minutes. Was on hold for 30 minutes and it’s a super long process to get a refund but at the end of the day it still was a lot cheaper than a phone call. I’ve scheduled 3 more visits and will update through out the week!

Three day update: Every visit has been amazing! We really enjoy this! I scheduled one everyday for the next week and we’re both excited. Like I said before as long as you have a great connection, and if using a phone an updated version of iOS, you should be good! I really hope I help someone reading. My only complaint is the time should start once the inmate and visitor actually connect! The process of getting a refund/credit is way too complicated.