Securus Mobile App Reviews

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Messages and Videos are a MESS!!!. I don’t know whose idea it was to get rid of JPay and have this but the interface for messaging is horrible, there’s too much going on in this app and you cannot access any videos from your loved ones without scrolling through months and years of prior emails. A separate app for the messaging and video (think like JPay) would be much more user friendly, with a separate section for written messages and videos. On top of it, they charge a $3 fee in ADDITION to what you already pay for stamp purchases. What a disgusting money grab. They didn’t even try with this one. Every time you think Securus can’t sink lower, they do. I wish I could give it 0 stars. I don’t know how these people sleep at night doing this to people who are just trying to stay in touch with their loved ones, it’s shameful.

Just a few suggestions. Not a bad app.. This app works pretty well on my phone. I haven’t gotten to try and use any of the video products yet all I use is the emessaging part really. But beside the occasional but getting more frequent “We are experiencing technical difficulties please try again later” message that pops up when I try and send a message by the way it also loads for like 2 minutes before it even pops up that message. It just kind of freezes and I have to close out of the app and restart it and hope that it works after that. It works pretty well but sometimes even restarting it doesn’t work to fix it. I just wanted to give a few suggestions as to things they should add to make it better. Like instead of me having to log in each and every single time (It’s annoying and time consuming). Make it to where we can use Touch ID with it so we can log in with a finger. Also I would love for the app to notify me when I have a message from someone. So I don’t have to constantly be checking my emails to see if I have any emails that I have a new message. Please please make these two things a reality on this app and it would make it better and easier for us who use this app. But I am very grateful for an app like this.

Greedy company. It don't make no sense how greedy this company is charged me 6.75 for a call but as soon as the automated system said the charge was successful the phone hung up but they still took my money for a 15 call I never got to have. Then you can't get in touch with them at all by there support number/email or online. A 15 min call is 3.20 plus a 3.00 fee smh and I live like 15 steps from the actual jail he is at. But my calls from my sister in a whole other county 35 mins away and is only 1.25 and no connection fee through icsoultions plus icsoultions have been giving their customers 1 free call and 1 free video visit a week. It's so SAD this company is robbing people's pockets and can't even provide their customers with anything like that even when the jail it services is not offering in person visits at all since March.

One Hour, 28 Minutes on Hold. Today was my first scheduled video conference with an incarcerated individual. At the scheduled time, the video conference did not connect and showed, “pending.” I called the help line (“available 24/7”) to find out what the issue was. I was on hold for one hour and 28 minutes to be told that the incarcerated individual did not connect from the other end - no further information available, e.g., Was the incarcerated individual notified? Did the individual choose not to connect? Was there a technical issue that prevented connection? The customer service representative did credit my $7.95 + tax to my account. Giving two stars as this was my first experience and I received a credit, but 1 hr, 28 min is unacceptable.

Pricey and way to many issues. More the amount of money I spend on here to communicate with my loved one plus loading funds for my loved on to personally use himself. This app has way to many issues. Having to reset statistics in my phones settings bc I’ve used over the amount of data the app can handle is a big issue. After resetting that I was able to log on but only for 1 single time after the login I’ve constantly having to uninstall the app then reinstall the app just to be able to log back in just 1 more time. I didn’t have this issue at first but after 2 months has gone by it’s gotten worse & worse and for someone who’s loading hundreds of dollars on here an havin more & more issues arise it’s a little beyond ridiculous and needs to be fixed asap and if not the correct thing that should be done to fix the ongoing issue would be to make things right and credit the account owner back for the money an time wasted and aggravation spent on tryin to log in tryin to figure out why I can’t log in an im getting a Error an my account info can’t be found then constantly uninstalling and reinstalling just to get logged back in one single time all day long til the evening til the next day comes this shouldn’t be happening and it’s been one thing after another.

Video visitation.. 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 Securus app. I’m just not aware of it. But, I’m not a geek either. Thank you Securus 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’

Please continue to update the app for better service.. When I first downloaded this app it was working really great. The audio sound could be better but it does the job. Yesterday when signing on for my visit the app wouldn’t load. It kept crashing. I deleted the app 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 the app. What is the update? Is there something missing from the app? I do really Rely on the app 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 the app 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.

Good but now it’s horrible. I was using the app 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 this app. 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.

EDITED:::Upgrade from Website. The app 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 the app to schedule on-site visits. Though initially frustrated that I couldn’t schedule online any longer, I got the app, 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 the app 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.

Horrible. I have so many issues with this app. It was working fine in the beginning then the app just kept crashing and having so many technical issues. Now before you say delete the app 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 this app has notifications on in my phone settings and the app has message notifications but still not getting notified. I uninstalled the app 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 this app isn't a reliable app. Is anyone fixing the app or trying to make it more reliable? My Loved ones tablet games dont even work and securus doesn't even help him fix the issue.

So it’s actually a question I have. So is this app wrk for every prison in the USA? And what are the prices ? Is the price per word ,and if per word I. A text what’s the limit of words when texting at a time ? And how much is it to call? Per minute how much ? or per session. if it’s per session how long are the sessions ? What happens if a session is missed bc an un expected lock dwn? What happens is u add $$$ and they get out and have money there . Will we get it back and if so how long will it take you to return the money And what are other great important facts people needs to know

One bug that I can’t stand. So this app is the way better than the Connect Network app. You can add money and look at if an inmate tried to call you and add numbers a lot more easily and it’s so much less expensive! Global Tel Link is a complete scam, but my boyfriend is in jail so I wanna talk to him so I guess I’ll have to live with their outrageous fees for now. This app is great though. There’s on bug that really annoys me so much. When I open the app it stops whatever music I’m playing and then when I close the app it’s starts playing again for what reason I don’t know. That’s the only thing about it. That’s why the rating is only four stars

So convenient. 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 Securus 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!

Frustrating. 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 the app, 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.

Horrific. This company and the app are absolutely ridiculous. No one to call, no one answers emails because no one cares if we can communicate with our loved ones!!! You add the person to you profile send some emails to each other and all of the sudden the person is gone. So you go to add them again and it tells you that this person is already added to your profile. The only thing this company does a great job and works perfectly fine if when it comes to taking your money for stamps and videos. Absolutely 0 stars does this company deserves but it makes me give at least 1 star to post my reciew. The facility my loved one is located was using the j pay company. What a great company they were they had customer service and answered all forms they had (phone, email or live chats) securus is a joke !!!

Appreciate. I just want to tell Securus how much their services mean to me! I am so thankful for Securus 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 Securus 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 Securus 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

App needs to be better. 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 Securus 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.

Fix app. The app was great at first and now it won’t open and I can’t even sign into the website. I’ve had a couple missed video visits due to court dates & messed up kiosks and they appear as me being a no show when I had the video open the entire half hour & now I have to print out forms and send them in to try and get credited back. Many of our video visits have been spent closing out and opening back up because there’s no sound or loud noises thru the phone or screen freezing up. Just lots of issues that definitely need fixed when some families spend HUNDREDS of dollars. I do 2 video visits a day 5 days a week usually. And lots of texts & calls. Lots of the inmate calls don’t make it thru to my phone he gets recordings that I don’t answer when I’m actually not receiving calls at all on my end.

Frustrated. First I want to say I’m grateful for this app. It’s a great way to stay connected to our family during this difficult time. With that being said, I loose money and the process to get a refund is such a nightmare I don’t even bother trying. Calls get disconnected due to connection ect . It will be a 1 min call and they have to call back. Secondly when a video visit is scheduled and you have to cancel due to uncontrollable situations at the facility because it wasn’t canceled in a timely manner, you do not get a refund. It’s sad enough we have to pay for communication but it should be a little flexible when situations like these arise.

Garbage. Are used to have an account with securest and I guess they shut it down for you automatically or some thing if you don’t use it and now I have a loved one incarcerated and he’s trying to call and he cannot get through and lo and behold I can’t get through to securest and I can’t activate my account and I can’t add a credit card on the phone when he calls because the stupid recording doesn’t hear me typing it in or something this whole thing of securest is a joke and they should be prosecuted for doing this to people because it is a crime to keep somebody incarcerated and have it so they can’t use the phone and pretty much that’s all this up does is frustrate everybody and keep your loved ones locked away with no contact with the outside world

Half built or worse. This app 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.

Worst company to deal with. You can never reach them if there’s a problem, and the app is so frustrating and difficult to figure out. Just read about Securis and their lawsuits if you have any doubts. It’s frustrating because they want you to give money but they give no support and it’s obviously a very emotional process because you’re dealing with loved ones. I do not believe this app has five stars there’s no possible way and I’ve used it on and off for over five years. Finally taking the time to write a review because the app is apparently broken now be very hesitant to use it and don’t put too much money on it one time because if anything happens any kind of mistake you are going to lose that cash and you will not be able to contact customer support. I don’t understand how they can be the only method to contact an inmate, but they are allowed to have the app, literally unable to choose a facility. It’s beyond frustrating and should actually be some kind of anti-trust thing, I think.

Issues with the app. When I first download the app 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 the app and installed a couple of times and still no help. I feel that this app need to be updated. I downloaded the app so I don’t have to keep calling Securus everytime I have to put money on the phone to receive calls from my husband. The app is suppose to make it fast and easy and I see I’m not the only one who’s going through the same thing.

Needs improvement. 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.

Aggravating. First of all, I appreciate that I am able to write someone who is incarcerated through this app. There are, however issues that need to be addressed. Since the most recent update, all the messages I’ve received in my inbox show unread, even though they’ve all been read. There have been several times I’ve been writing a message and had to stop for one reason or another and when I went back, the draft that saved was a previous message I had sent. Lastly, lately when I open the compose message feature, it asks if I want to edit the saved draft or compose a new message. Why is there a saved draft if I already sent the message days prior? This is all very frustrating on top of an already stressful situation. Please fix.

Great but now Trashed. Firstly am glad that this app was created to stay in contact with loved ones but this past month or so its been a nightmare..Whether I use the App 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 Securus Technology monitor service provided by Securus 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 this App 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.

Takes all your info, gives nothing else. Janky unreliable app. Terrible customer service. I’ve tried multiple times with 3 cards to ADD FUNDS to my account and the system declines it. The robot chat said to call my bank / credit card companies. All say the funds go through but Securus keeps refunding my money. The chat bot says if your status is BLOCKED it’s because funds are insufficient (even though I’m trying to ADD FUNDS….or…I was actually by definition BLOCKED. Which doesn’t make sense either because I’m still receiving phone calls from the person who would have to BLOCK me. Yet I am still unable to ADD FUNDS when they call me. Why?…because this app is janky. I’ve tried over the phone, through the app and also online. Complete waste of time.

Useful but not perfect, but let’s be fair…. 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 the app 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 this app. 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 this app? 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? Securus or the jail? I’m betting the app decided that. Either way, its a garbage rule.

Horrible. I was excited to get this app thinking it would be a great way to see my incarcerated loved one. Only to be terribly disappointed. When I try to schedule video visits the app says that it’s unable to locate the inmate and trying to speak with a live Securus customer service representative is a total nightmare. After being on hold for 10 minutes or more sometimes, my call gets disconnected. This has happened several times and I have yet to be able to speak with anyone to resolve the issues that I am having with them. I really wish there was another option because Securus technology has been one disappointment after another. I still haven’t been able to even schedule not one video visit. Totally ridiculous. There should be an option for 0 stars because even 1 is too many.

Happy to have communication.. I will day I am over all happy with Securus.. now. But to get to this point was very defeating and difficult to put it politely. I can appreciate the fact that with everything going on right now this is available but, I was at the point of giving up truly. Securus customer service blames the facility, then the facility blames Securus... I literally called in 7 times and still got no answers. Thank goodness the inmate I was trying to communicate with got me a specific lady's phone number to call, that had never been provided to me, and she was amazing and handled the issue in 10 minutes while we were talking on the phone.

Works ok when it works.... 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 this app on occasion for over a week now. I try to open the app 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.

Very ineffective. I’m in awe actually at how this company continues to maintain their account with corrections. Nothing about it is helpful. I’ve intended 5x now to connect with my loved one via “video connect” with no success at all. I’ve tried on my iPhone, my iMac at home, no luck. I’ve installed software on my computer in which I have no idea what it maintains to run in the background of my system, ALWAYS. I feel I’ve given a lot of money, time, effort, diligence… all of the things.., with no success on my end. I hate to say that I’d rate this app one star, 2 stars officially as to hopefully stand out more. If I’m responded to this review to contact customer care again at whatever email address, I’m going to lose it because I’d rather do anything But contact them another time at this point. It’s a joke, a straight up runaround. It’s too bad there’s no way to route around them because they seem to have a monopoly here.

Just one thing... So everything is great with this app .. it has allowed my husband and I to stay connected thru messages .. emails..photos and video chats ..my only issue and his as well is the connection with the video chats or rather the sound quality thru the video chats . Not sure if that’s within the jails telephone system or within the app but it is absolutely horrible. You hear only every other two or three words the other person is saying and it’s delayed so bad that it’s coming thru double time and speaking over the last thing said by u or the other person and it very staticky..it’s just AWFUL! Too many times..like today .. we have had to end our video chat early because we cannot hear or understand what the other is saying . Other then that it’s a great app to be and stay connected with ur loved one who is incarcerated but please improve the sound quality and clarity with the video connections . Thank you and God Bless

Sad I cannot communism with my loved one. Guys I appreciate the purpose of the app . Our loved ones are incarcerated and this is part of the sentence for their actions .. BUT ! I’m getting so sad and depressed trying to communicate to him through this app . I was previously using JPay when they switched to securus which from my understanding is a sister company ? but it seems like this app has SO MANY bugs . Errors loading every single time I log in . Messages not loading, videos not playing , videos not sending . It also seems as though there is a HUGE delay in messages . I will sometimes go all day without receiving any of the messages my loved one has sent . An then at the end of the day right before I go to bed everything is all of a sudden there and I’ll see the times they were sent an they are from all hours of the day .. I’ll even get messages show up that were from days ago .. I can tell there’s issues with the app when things are giving errors ill try to close the app to refresh an when I reopen it, it’s on the same screen it was prior to closing. It’s as if it does not properly communicate or connect to servers I don’t know but it’s just been a headache of an experience, very expensive and depressing that I cannot communicate effectively with my husband.

Skeptic here proved wrong. I never write reviews ever, but seeing so many poor reviews I hope I help someone reading. I have an iPhone 8 and this app 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.

Does not work, confusing and complicated. Every time I try to schedule a video call, it shows a message stating there are technical issues at the moment and it won’t allow me to schedule. After 2 days trying, it finally allowed me to schedule one for 3 days ahead, this means 5 days without being able to communicate through this app. Also, the call and messaging options don’t show the facility the incarcerated person is, so is not even an option. Weirdly the video is the only option and have to wait 5 days. There are also several issues in the app and too may option that takes you no where because they don’t work. The chat assistant is a computer that doesn’t know anything and gets you nowhere. Theres no customer service to call and theres no one you can talk to about the app issues. This is the worse app I have ever come across in my life. I have added so much to the account trying to make it work and i don’t even know where all that money is at because it doesn’t even tell you the correct balance in the account. This seems like a scam.

Excuse to overcharge!. The Jpay app worked alright and is owned by Securus but Jpay users are being switched to the Securus Apo. So what is different? The stamp packages are priced the same EXCEPT now a $3.00 fee is attached to all transactions. So Securus is charging us another $3 for buying and spending entirely with Securus. That is a classic price gouging scheme. Also, this app does not notify you if you receive a message. This was done on the Jpay app so what a cheap underdeveloped app this is. Also there is no option for downloading pictures sent from inmates like the Jpay app has. Plus, the quality of the images is very poor. Worse even than Jpay if that’s possible. But the prison-commercial complex has us by the balls, don’t they. Please contact your state representatives and senators about this mess.

Very Disappointed. 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!

When it works it is ok.. The jail I work with has used Securus for several years now. When I am actually able to connect on the app, the sound quality is better than on my computer. Often I am not able to connect to a visit on the app, whether on WiFi or my unlimited data plan. But it’s not just the app. I had a full slate of visits scheduled today. I was logged in on my phone, and could not connect to a single visit. After trying and failing on each visit on my phone, I logged on to my computer, where I connected with each visit, but the inmate never showed, and I was marked as missing every visit in my past session log. Very frustrating to mark out a day for visits and be able to connect on none of them.

Horrible app & system. I use plenty of apps and this one is the worst by far! It’s been a few months since my stepson has been in the clink, but I’m sure we’ll be needing to use your services again. There are too many options presented that we were not able to use in our location. They’ve eliminated actual in-person visits, so this is almost all we have. We can still go to the jail & have a video visit from in the lobby, but you have to physically go there to set up an appointment for at least 24!hours in advance. Luckily we live about ten minutes away. I fell bad for other family meme era who live further away, because using this app is a waste if time. Very poor. It’s a shame. Especially for the service that it’s supposed to be giving. Ends up inhumane treatment if an inmate can’t see a visitor.

Good, but due to sensitive nature needs to be better. This app does a lot. I’m impressed with its functionalities. However, family members using this to speak with loved ones during one of their hardest times in their life deserve better audio/video quality. My experience of this is possibly just tainted due to the equipment limitations of Illinois jail systems, but talking to my loved one in jail over this was very frequently painful. The audio quality was decent, but echoing occurred frequently, especially on video calls. This makes understanding each other soooooo hard during an already hard time. I also experienced lots of difficulty adding funds to my loved ones account through this, though again it may be due to Illinois jail systems and not the apps fault. I leave this review with good intentions and I think it’s a good app, I just wish it was better/the jail system was better.

STEALING. 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 this app and make you do so much for nothing ! Ya can keep the money this app and employees need it Anyways enjoy .

Good app. The app interface is a lot better than the last app. When my inmate told me that they were changing I thought “oh great”. But it’s been great. The only problem I have right now is with this new update a couple days ago. Now whenever I login it keeps telling me I have a message but it’s not a new message. It’s the old message. So every time I keep logging in it’ll have it as an unready message but really I read it. It’s just not marking it as read. That’s a big that’s annoying and needs to be fixed. Also they should make the notifications show as a number on the app icon like all the other apps from the App Store do. Like the push notifications. But either way. Still a good app. Just fix that bug.

App not useful. Terrible.. Terrible app beware of using it. Heads up for those who do not know of this company and its past. Securus 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 Securus makes a call to cell phone outside, Securus 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.

Credit card issue with updates. It is absolutely stupid that you will not allow an update on an app, a free app I might add. A free update at that! If there is not a credit card linked to your account! If you do not have money to spend on games or apps or you don’t have a credit card or you don’t have a credit card that has money on it. It will decline the update the free update and that makes no sense!If the app is free and the update is free why does it matter if you have a card with money on it?? How can it decline you the right to install needed updates on apps??He says right there your card will not be charged unless you authorize it so if the updates free then why isn’t it going through you should be trying to charge my card

Bug/poor network. I absolutely have the best service wherever I’m at no matter what I’m doing. I always have no bars and the Apple out. Let me check my messages or get on it to see if my fiancé has messaged me it keeps saying you’re having technical difficulties or network error. Try again later and I think it’s ridiculous that I pay a decent amount for stamps and I don’t even get to use them. Neither does my loved one that’s incarcerated that I never get to talk to other than on paper or through E messaging on Secures and I personally think that the bugs that are still wrong with the app needs to be fixed and I will be contacting somebody to figure out what I can do about getting a refund or talking to them about fixing it or something because it’s not right for me to not be able to use the stamps that I purchase to be able to talk to my loved ones and I am beyond mad.

These issues are gonna turn into a lawsuit soon!. I have read so many reviews and we all are having the same issues not being able to login because it says we don’t have an account which we clearly do but it’s crazy that jpay made us switch to Securus which I had purchased stamps and clearly when it switched the didn’t transfer my stamps over to now switch and purchased more stamps now they say my email is invalid and I can’t login meaning that they are taking funds and we are not able to communicate with our love ones and there’s no way you can speak to someone because they only have certain options which I think they set it up that way just like Globaltel was sued for taking peoples money Securus will be next this is ridiculous!

Visit did not go through. 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.

Why it’s one star. This app is a great way to keep in touch with your incarcerated loved ones. The thing that irritates me the absolute most are the video connects because for months now they don’t wanna work. I’ll join at the time I scheduled it for and it still says “pending” for 15 minutes then it’ll start and connect us both. One time it didn’t start at all so I’ve spent so much money to get half of it wasted. I don’t know why they can’t just make it to where the app works. Another thing that irritates me is when I send a message and it doesn’t go through (nothing bad in it) and I don’t get my stamp back. If my message doesn’t go through due to a glitch or the app being slow then I deserve my stamps back because I payed for them and that’s not my fault they didn’t go through. Another thing is, on the calls sometimes it doesn’t work, I pay good money and then I cannot hear the other end so I have to hang up and have that money spent even though I couldn’t hear. Or when I’m paying over the phone to answer and the other end hangs up but it still makes me pay for an entire call, why would I have to pay for an entire call when there’s NOBODY ON THE OTHER LINE? That irritates me the most. We pay so much money to contact our loved ones but half of the time we’re wasting our money. Do better Securus.

Country cowgirl. 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 this app 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

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Keeps Crashing. I have just downloaded the app and I am unable to open it because it keeps crashing.

Doesn’t work. Keeps crashing and messages will not receive or send. Jpay app was better. This new one is clunky and not user friendly when I was able to open it. It’s not as simple as Jpay and looks bad.

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Life changer. For a long time, I have been looking for a service that would connect me to my dad, who was forced to stay in his home country. This app allowed me to see his face, which I thought I'd never see again. Thanks!

The worst. It’s down more than it’s up. Messages left on unread even after I have read them. No notifications. The list goes on. No tech support. Just a waste.

App. Terrible. Hard to set up. Confusing no prices explaining what you get. No phone contact support. Hard to get to someone.

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Randomly kicked me out. I didn’t have any issues until recently and now it’s constantly something. The all randomly kicked me out. It told me my password was incorrect so i attempted to reset it but now it’s saying I don’t have an account at all when I’ve been using it daily for almost 2 years. Very infuriating. The ‘contact us’ number is only for the phone and not the app and I’ve emailed and cannot get anyone to reply or contact me back thorough that either. I would just make a new account but then I’d lose all the stamps I’ve already paid a ton of money for. So I’m incredibly frustrated and the lack of decent customer service to fix this issue.

Remote Visits. I greatly appreciate having the ability to help my brother while locked up and the video calls I can do from anywhere. Thank you for the codes for your inmates. Although they did wrong, they’re still people with people on the outside who love them regardless. Sumter County Florida Detention Center is doing a fine job at maintaining safety for all and keeping us connected on the outside. Thank you to those who go in every day despite the dangers that lurk from this world wide pandemic.

Missing stamps. When I first got this app I purchased 10 stamps to communicate with a friend who was incarcerated. I sent one message and gave them a reply stamp so I still had 8 left and the next time I signed in the stamps were gone. I sent support a message and never got a reply and called their support line and the lady said they were aware of the issue and the stamps would be back on my account soon. It’s been over a month and nothing has been resolved and I’ve still yet to hear back from support. Just like the justice system this app is a scam and I hope this saves some people from getting ripped off

FIX THE CARD PAYMENT ACCEPTOR!!!. I have tried my actual bank account and bank card and I have used for weeks now a green dot card which is through visa it has worked for weeks up until now as well as my bank card there is money on it I just came from the store uploading funds to the card to make sure there is money on there it keeps telling me to call my bank or to check and make sure all the information is correct I am 100% certain there is money in all my info is correct and excepted it before numerous times please fix this it would be nice to talk to my loved one considering it’s been about a week now!!

Notifications. I don’t know if it’s only my phone but I do not receive any notifications when I get a message from my loved one. I have the notifications set to on in the app and also on my iPhone. But still the only way I know I’ve received a message is when I get an email from JPay telling me I’ve received one. Or if I just randomly check for messages throughout the day. is this just me???

Account Blocked. I have been trying to add funds to my account for over a month and still have not been able to through the site or app. It keeps saying network error. It is impossible to speak to an actual person due to COVID, which makes this an even bigger issue because I can not speak to my love one. It’s aggravating and frustrating. I’ve gone to western union and couldn’t do it there either. I was told my account was blocked by Securus. I’ve given feedback, reported the errors and sent several emails and still no response. I’ve uninstalled the app and reinstalled. Supposedly there was an update last month but nothing the app has changed. This is trash.

Securus loves free money. Today I had a visit with my inmate I got in waiting for him to get on as he did but he could not see or hear me I ran a test session connection and it said excellent this is not the first time this has happened to me with Securus it has now happened a total of 3 times now with no refunds and no credits to see my loved one so I guess if you enjoy handing money to Securus leaving your loved one thinking you just didn’t show up pay the money for the visits and I’ve also reported the tech issues to them and never received a response back that was the last penny I will ever spend for a service I never received y’all are no better than thieves in my opinion!!!

They want to access my data.. They Want to access my data and I don’t understand what they need that information for. Can somebody clear this up for me I don’t understand I do have beta running on my phone because people have gotten into my Netwerk before and hacked me and I don’t feel comfortable using this app so that they can have full access to my data. My network settings work just fine with all other apps but this particular App wants too much information. Any suggestions?

Disappointed. The app 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 the app 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.

stopped working. The app no longer works. The calls are not coming through to my device even though I have funds. I updated my phone Reste my network settings and made sure no numbers are blocked. I even contacted my cell phone carrier. It’s such a blessing that we have this, but a curse when it doesn’t work. Customer service is horrible, all they do is try to send you to your carrier even after you have expressed to them that you have done that first and did everything you could even get a new phone and still they don’t want to be bothered. The online assist only helps with certain commands, and they never email you back concerning complaints

Doesnt Work!. This App Just Doesnt Work Anymore. I Have An iPhone 11 With AT&T Service And Verizon Fios At Home So I KNOW For Sure My Internet Connection Is NOT The Problem. The App Constantly Give An “Network Error, Please Try Again Later” When I Try To Update Any Of My Information. I Even Updating My Card Information On My Laptop But It Gives Absolutely NO Options For “Select Card Type”.....What Makes It Even Worse Are BOTH Phone Numbers Securus Provides Are To The Same Automated System. I Honestly Hope NYS Dept Of Corrections Breaches The Contract They Have With Securus Because Securus Is AWFUL When It Comes To Customer Service. I Ended Up Having To DELETE The App Since I’ve Been Unable To Use It, Update Any Info Or Talk To An Actual Customer Service Rep Since JULY 2019!!

Great but not anymore. At first this app 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 the app 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 the app 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!

It’s ok. It’s not terrible but there’s a few things that could be better. The feedback on the video calls is soo overwhelming half the time I can’t hear the person I’m speaking to and spend more than half the time asking them to repeat themselves. Also. Sometimes the notification shows, often times it doesn’t. Speaking of notification’s… why doesn’t it make a sound notification? Only the pop up notifications.

Good app. I’m enjoying using the app for correspondence with my son. However, I’m having a problem. I started a letter yesterday to send pictures of grandsons prom photos. I added one photo and tried to add another but the app (or something) has a problem. It’s spinning like it’s trying to add the picture. I’m unable to clear the app of the first picture. It will not do anything. I need help!!!! Georgia Smith.

Very Concerning. I have been using this app for several months now, I’ve been signed up to everything that this app had to offer. Today, I had a video visitation. And RIGHT BEFORE I could even get to it, it’s telling me that I have to “sign up” when I’m ALREADY signed up. And it wouldn’t accept the information that I was giving it. So I missed my visitation, and after 45 minutes I get back on the app to see THAT I NOW HAVE COMPLETE ACCESS TO EVERYTHING LIKE I DID BEFORE! I paid for a visit that I DIDNT EVEN GET TO HAVE! I was getting reminders before the visit, so I’m thinking that everything is going to go the way it should, but not today. I want my refund. This is an issue especially when money is involved.

THE WORST!!. I would give this 0 stars if I could. Seriously, just terrible in every possible way. If you were trying to make the worst app and messaging service ever, than congratulations, because you sure succeeded. Can’t get notifications when messages are received, constantly unable to send or receive messages because of “technical errors”, can’t just stay logged in, or have automatic log in, any music or anything that’s playing stops when the app is opened for some reason, it’s buggy, terrible user interface, just literally trash in every way. Why couldn’t we have just stayed with JPay? It was so simple, and worked just fine. It was leaps and bounds better than this sorry excuse for a service. Ugh. Horrible.

Fantastic App!. only complaints that I have when somebody calls me while I’m on a video visit it will kick me off my video call and I have to log back in and go back into my video visit. other then that I really don’t have any complaints it’s really great to see my boyfriend everyday! it’s a relief and a lot easier to talk to him face to face versus letters or email especially with all this virus crap going around and the jail closing so I can’t visit him in the jail. Thank You Securus!

Poor in every respect. 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.

Unauthorized “Settings” changes.. I keep at least $10. In “Advance Connect” at all times never knowing if and when a friend or family member needs to get a hold of me, so that account will stay Open and at times with no activity. I logged in a few weeks ago when a friend called me collect and the Securus recording of “Records show you do not have enough funds in your account or have not set up an account yet”????????? I logged in to find out my “Advance Connect” account has been closed by OWNER????? Whaaaaaa???????... I never have time to call and correct this situation, my available funds are still sitting in there and I would like to reverse this closed account back to OPEN being that I AM THE OWNER & NEVER CLOSED THIS ACCOUNT......

Major problems. I have a loved one in jail and this is the only app the jail uses. We only have been using this about a month. Half the time it can’t retrieve my login information and so I miss half my scheduled video visits. It’s never let me put money on his phone through this app. It always declines my Visa card. I’ve called my bank and they say it’s not them they see the money going on the account and being refunded immediately. There’s no live human to talk to so can’t seem to resolve this issue. I liked Inmate sales app way better.!! So sad since this is the only app I can use. Not impressed.

Disappointing.. This app 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 this app will do is take your money, and give you no solutions.

Dropped calls. I like the app and concept however too many dropped calls and the request for refund is cumbersome. Too many documents to fill out. It’s stressful enough as it is having your loved one locked up to then have about almost all your calls dropped and money spent to then try to process a lengthy refund- shouldn’t have to happen this way. Other than that it works for the most part.

Terrible app, worse customer service. This app is terrible. Securus cancelled all my scheduled visits that I paid $2.50 each for them they raised the price to $5.00 and made re-schedule all the calls at the higher price. This seems like a pretty clear bait and switch tactic to me. The customer service line take forever to get through. You have to go through all kinds of automated messages and they deliberately make it difficult to talk to a real person. And then when you do get a real person they just make up whatever they want. I’ve never got the same answer twice except that it is not their fault and refuse to help. I even had the facility step in and they won’t even work with the facility.

App is trash. Very upset because this app crashes on me multiple times . I’m a very active user with this app. I pay for the video chat subscriptions and the app still does no justice . The app decides to reset itself before a visit and it asks me to sign up for all the services I already have paid for . I have missed multiple visits because of this issue and I’m sick and tired of it . There should be no reason for any of this especially when my iPhone 11 meets ALL the requirements. I have sat on the phone on hold waiting to speak to someone in customer service and I’ve been on hold for over 25 minutes . Securus really needs to get it together .

Has A Few Issues. So for starters there’s so many bug within the app. My main concern: Me and my fiancé only communication is basically this app because his phone isn’t set up yet so we message back and forth using the emessages. I get some of his messages almost a week later especially the long ones with many words. I’ve gotten 4 messages today from the 28-30 of April and It’s very emotionally draining because they were so late ! I hope you guys can figure out this issue especially when my iPhone 12 is updated and I have great wifi! Thanks.

Beyond upset!. There is non stop technical errors, network errors etc. especially start every Tuesday leading up to free reply Wednesday. Can never get through to any kind of customer support. When you can always try to blame the prisons. I find it hard that their is millions of apps in the world and this one in particular can’t figure it out to get all these “errors” fixed. We pay thousands to be able to contact our loved ones. Granted thankful we can here and there! Don’t get me wrong. Please fix these non stop problems. Our loved ones and ourselves need one another for our mental health’s. How would you feel not being able to talk to you loved one?

Not happy. It worked great for the first several months, then all of a sudden the video visits became bad. I could barely hear. And now I have been unable to log into my account for two day which means I cannot put money into my account. This is very frustrating. As much as I am paying for these call, to not be able to use the services is very frustrating! Very disappointed.

I’d rate Zero if possible. This app makes SO much money off of people who already going through hard and difficult times, no matter how you want to judge it. These are real people, with real families, real kids, and real souls. Securus’s fees and services are astronomical and half of my experience has been nothing but “we’re sorry, we are experiencing technical difficulties. Please try again later.” I say that to say this, with all of the money you make off of hurt people, why is this app always having technical issues?! This is an ongoing thing that seriously perplexes me. What do you do with all of this money???

What went so WRONG???. It used to work great until the update. Now I can sometimes sign I and sometimes Securus doesn’t recognize my sign in. Thank cam no longer buy stamps for emessaging. I have to physically call to fund my incarcerated inmate. The app no longer works. I’ve tried calling and only reach an automated system. I reached a real person once who told me to try my computer but I explained the web site on the computer doesn’t work either. Then I was told they are understaffed due to Covid plus they just put in a new system. She could not even pull up my account because her computer went blank. PLEASE FIX IT SOON, I CANNOT BUY STAMPS FOR MESSAGING AND I CAN’T FUND THE DEBIT ACCOUNT!!!!

So frustrated. Securus barely ever works! It’s so frustrating. When they call, the calls barely come through and when they do, you can’t accept them half the time. You push 1 over and over and it won’t accept it. Then it’s supposed to be a 20 minute call and it keeps hanging up at 16 minutes and some change. Then sometimes you accept it and it comes through and the time is just going but the person isn’t in the other end. So time is just running and using up money but nobody is there. A lot of bugs that need to be fixed with Securus.

Emessaging bug needs fixed. For over a week now every time I try to add my loved one as a recipient for emessaging I keep getting an error message. I’ve called customer service multiple times & still nothing has been resolved. They say they put a ticket in. One rep says wait 3-5 days for it to work. The other rep said he’s submitting a ticket. Another rep says I’m good to go & they don’t know why emessaging isn’t working for me & they can’t add the recipient for me. This is a joke! Just another way to make us pay for these expensive calls instead of being able to send texts/pics! FIX THIS APP!!!

Lisa Bailey. Well what up girl it been hard out here for me you have to settings up a new app for JPay now I finally got my money started they took my lump settled so i just get the amount everybody is getting well i not going to forget about your bday but besides that what have you been up to tell Sam I said hello and KayKay to well just drop a few lines to see what up

App keeps crashing. Based on others reviews I feel this app isn’t optimized for anything later than iPhone 7. I have access to several iOS devices (iPhone 7, iPads) and it all works on these older devices except the only updated device, my iPhone 11. I want the app on the phone I use now, that I carry with me, but every time I get passed the push notifications, it crashes when I get to “network error”. I’ve tried WiFi only, taking out my sim, turning WiFi off so it’s data only, but it still crashes before I can even sign in. Very disappointing. Only way for me to access the features is by logging onto my iPad.

They close the account and take your money after three months. I was just made aware of this last year when I knew I had funds left. You have to contact them and ask them for your money to be put back on your account. Just in case you’re wondering where your money went this company goes beyond what it should shutting down accounts after three months and then keeping your money unless you asked for it to be put back on your account. I would like to make people aware so that they’re not getting scammed out of money by this company who already makes far more than their fair share and I’m also sick of having to call every three months to get my phone line turned back on

Third party pass due fees?. Why am I all of a sudden being charged an extra 40 cents for “third party pass due fees” when I add my usual funds to my inmate calling account with y’all? Why is this happening? It was never there before so why am I being forced this extra fee when there’s no way possible to have “ pass due fees” when you only get what you put in as far as funds? Secures doesn’t give you any credit or overdraft you funds if we don’t have the money to pre pay or fund the phone account for calls so how and why am I being charged this fee? And what is a “third party” this is wrong and I need to know why I’m being charged this when it’s never made me do this before?!!?

Very disappointed. Still waiting on a response from your team no email stating why the visit was never connected no refund or credit this is ridiculous, I work hard for my money and you guys are not cheap between video calls and day-to-day regular calls it’s very expensive and to sit waiting for a video visit and for it to never happen come on your technical staff is useless they always have excuses if they answer the phone sad and disappointing especially with the video service it’s slow static is always in the phone and for all that money that we’re paying to speak to our loved ones you guys should really update your system and give your technical staff training and customer service skills!

Ridiculous. 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... this app and their customer service sure makes it way worse!!!!!!!

Great but too many issues. This is a great app because I can stay in contact with my brother but there’s nothing but issues with this app. Half the time I can’t log in. Then when I do I get nothing but “login expired” “network issue” before I can even click on anything. I have 4G and good WiFi but when the app actually decides work, rarely, and I try to send a message it just keeps buffering and nothing happens. Then the same errors pop up all over again. I hardly get a response from technical support too. This app would be great but too many issues and now I can hardly talk to my brother. Shame.

Fraud. This app is very frustrating & has been no help at all in connecting me to my loved one. Oh it allows me to add funds with no problem but when I attempt to add a contact I get stonewalled with a system error message & can go no further. And as an extra bonus, no customer service to speak of. There is a help button that leads you to an automated assistant that is no help whatsoever or you can send an email describing the problem. ZERO stars & thank you for the tears of frustration more than once over the past couple of days, you guys have done nothing but added more stress to someone who is already overburdened by it, thank you.

Sooo expensive.. The app works ok. Compared to other apps out there this could be so much better. The company is worth 1.5 billion dollars. Making money off phone calls and emails to our loved ones which we already pay our phone and internet bills it’s insane. And this is what the app looks like. Also I continually get notifications saying I got a securus message!! Yet I open the app and no message is there. Multiple times I’ve got notifications that I have a video visit today!! Yea, no I do not. Stop giving me false notifications so I’ll open your app. Thanks, FREE OUR PEOPLE!!!

Horrible App. Since downloading the App I’ve tried 5 different times at 5 different days to make my account this past week and after filling out all sorts of information and security questions just to be told I couldn’t create a account at this time and to call this number for customer service. Being a new user I shouldn’t have to contact customer service the application should work just as intended. I know from experience on the inmate side of Securus nothing ever works as it should and it is a constant money grab between Securus and the facility the inmate is housed in. Both are trying to generate as much income as possible. It’s despicable really profiting off people in such a manner.

Terrible quality / sound. It’s a nice idea, especially for those that can’t get over to visit onsite. BUT, with tax costing about 9.00 for 20 minutes the quality is terrible. I can barely hear what is being said (majority of what’s said I can’t make out) and with the delay in video I can’t even attempt to read lips PLUS this morning it cut off early. If I’m paying for 20 minutes I’d like the full time. Frustrating. This isn’t the first time I’ve used it for video chat purposes and it hasn’t gotten better. Messaging costs money but so far that seems to work like it’s meant to.

Great app. I never write reviews but seen this app only had 2.3 stars. This app has helped stay in touch with family member for so much cheaper then accepting the collect calls. We write back and forth with emessaging and had video visitation which was not the best, but it worked I think I just had poor signal. We got to see each other like FaceTiming and speak for 20 min. It’s a free app so totally worth keeping.

This is the worst online video scheduling system. The moment the day opens everything is gone. It gives you no time to even input the appointment details and to actually look for a time because it gives an error that all appointments are gone. 15 seconds after the day opened?!? This has been two weeks in a row now. Ever day I have lost countless amount of sleep staying up trying to get an appointment. My account is approved and I should be able to schedule SOMETHING within 15 seconds or less of schedules opening! It’s completely ridiculous. Securus biometrics also messed up my boyfriends voice recognition and he can’t call me either!!!!! This whole company is a mess! WORST EXPERIENCE EVER

Excellent software! Perfectly transparent pricing too. I often feel like families are punished when trying to stay in touch with loved ones. Other services are really expensive and cumbersome. Securus 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.

Somewhat frustrating…. This App is new to us. My only complaint I have so far seeing that it’s only been a couple of days since the transition, is that the app doesn’t stay open like Jpay does. Once, u get out of the app even though u don’t logoff you always have to re- enter ur pass word. I just want to get my notifications without having to wait for my email notification and stay signed in. Can this be fixed?! Also, my stamps for my husband didn’t transfer over, mine didn’t nor did his….

Emails not working. Every since my husband transfer to a different prison I haven’t been able to get an email from him and he’s not getting my emails until the next morning so no matter how many we write each other’s we’re not getting them the day he sends it always the next day. I need to hear from my husband so to I have health issues and he needs to know how I’m doing and what happens at my Drs appt. My phone is updated to the new version and still nothing. Can you please help me on this as I need to hear from my husband This has been happening for 3 weeks now Thank you Mrs Billups

Inmate video visits. I do so much enjoy this time to have video visits with my son in prison but sometimes we do not get to make connections and I loose my money ! So you do need to improve that ! You owe me 5 video visits from this year 2020 , I wish you could make it right and refund me these I paid for and didn’t get a video visit ! I’ve called and tried to get credit but I never got credited ! This video visits is a great way to see your loved ones in prison ! Thank you and Jesus bless you and keep you safe and protected

It will do, I guess. Well for the circumstance that we’re in, I gotta say this app 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.

Disappointing to say the least. It’s actually infuriating that money is being taken from other places to pay this developer probably a large amount of money for the app and service to be absolute garbage. The video calls have the worst connection and quality. The audio sounds static, constantly cuts in and out, I have to yell so the other person can hear me. The quality of the video on my end looks like we’re still in 2001, sometimes it’s really zoomed in and I can just see their forehead. I’m leaving this review in hopes somebody will care since the detention facility doesn’t. A “sparkly” new app doesn’t mean anything if the service is going to be forgotten. Our incarcerated family and friends deserve better.