Securus Mobile App Reviews

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.

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.

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.

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.

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.

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.

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.

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 .

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.

Ridiculous. I don’t know how a system could have so much business all the money coming in but yet the service is horrible. The app is down constantly on top of that they do updates throughout the day so at any time their system can be down and we cannot receive any phone calls or add any money to our account. The inmates are getting an error on their end. Its ridiculous that we depend on this service but yet it does not work properly. Customer service isn’t even available because when you call it says error and hangs up. Oh, and their video service is even worse. It cuts out breaks up and has a huge delay and they never want to reimburse you. I have put in serval request for reimbursement and apparently they just get ignored. They should have a lawsuit by now. Smh

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.

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.

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.

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.

Junk and rude company. The app constantly crashes. You can read a text exit the app (not close it) come back to it like 15min later and write a reply to the text and bam logs you out and your reply is gone it was never saved or sent. Makes you so mad when it does that. Then the app doesn’t tell you funding the debit account is only so your loved one can buy songs and movies with their tablet. It can’t be used for commissary. There’s no warning about that only on their direct website then when you call you get some rude employee who hates their job and tells you that money can’t be refunded. You have to sign up for each individual service like why? I signed up with the company all service should be included should not have to sign up another 6 time!!! Complete waste of time and worthless company to do business with.

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.

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.

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.

Bug fixes??. I downloaded the app and tried to create an account. When I went to log in, with a password I literally just created and an email I had just entered, it said it wasn’t valid or didn’t match. Now I know my email was right because I received an email from the app verifying my account. No problem, I’ll just answer the security questions… well apparently I couldn’t remember what I had just written maybe 2 minutes prior because for some reason they didn’t match. Are you seeing a pattern here?? But, no problem, right? I mean I could have temporarily lost all cognitive function and can’t remember what I had written just a few minutes prior, right? Let me reset the password. That should fix it….. have you noticed the previous pattern? I will have to say, I got the email very quickly when I chose to reset my password. Now, it wouldn’t let me copy and paste. So, I typed in the new password I was given. It didn’t work, I tried again. This time taking time to verify it 3 or 4 times over. Didn’t match. Now, I don’t know a lot about these apps (mainly due to the fact that I cannot access an account I had created just moments before), but I would imagine they make money on just about anything you can make money on. Messaging, calls, photos etc. Maybe they could invest that money into a half decent IT department??

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

This App needs to be fixed. Well, not long ago I started using Securus to talk to my loved ones, since Jpay and Securos were linked. I never had any problems buying stamps in Jpay, but now that Securos is connected to Jpay I have to buy them through Securus and this application gives me problems buying the stamps. I have tried with all kinds of cards and it says “Currently we are experiencing technical difficulties processing your request. Please try later.” and I don’t understand what is happening. They have to fix this application, it is useless to have them linked since now this is useless if Securos and Jpay had not been connected I would not be going through this, and I would continue using Jpay if it were not for that. Even I am not the only one who complains about Securos for the same problem. They have to do their part a little.

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.

Prison calls. For months and months call drops or get cut off. Our L’s buy minutes and so does the family an in between drop calls or disconnections? We only get 10 to 15 second to talk and they have to continue to call back. They should at least give them Sundays to free or every other day. They can talk for free because I know I’m not everyone can get on the phone at one time on Sunday I guess or Credit $50 for this past month and the same thing is happening this month. Securus Continue working on it and that Was h they’re fixing it and it’s fixed and it’s not. Just posted a few days ago that all was good and it’s just worse. I gave it one star because at least we could talk 10 minutes and three hours with so many drop calls. But seriously thumbs down.

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.

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’

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.

Getting pretty irritated. You know what’s bad? When you constantly already have to pay a $3 fee anytime you send any amount of money yet you still can’t access the app that you’re kinda paying to use! All day I’ve tried to login to no avail. Today until around 2:00 pm it kept saying “can’t access your data. Please check your network settings and try again.” It’s NOT my settings as nothing has changed! Now when I try to login as of 7:57 pm it says “Unable to retrieve user information.” You guys need to seriously fix this as it’s quite unfair to keep charging us fees for this and fees for that yet we still can’t talk to our loved ones even after depositing money and stamps to their accounts. Come on now people , how many of the app developers want to shell out money for something useless that is unusable??!! Please either fix this or stop charging so many useless and ridiculous fees for a service that remains useless! People are getting pretty frustrated as I see by the reviews that this has already been reported numerous times over the past several months!

Will Take ur money 💀. She had pretty much attitude throughout the whole call. Anyways when setting this up, I’ve put a bit of money in there. Scheduled a session for video chat but it kept telling me like there’s an error or technical difficulties, or my account was getting rejected. I’ve called securus before and they told me to just give it time. A few weeks on and I decided to just dispute it because I could not use any of the services and I’m paying out of pocket just to have my husband call me. A few days later I tried to reschedule a video call. Still doesn’t work, fine. Jen from securus told me I have a charge back? Meaning I took my money back, so I would have to pay for what I didn’t use and also pay for how much I need for a session. I’m not about to pay all that Got me FXKd up. Yall took my money and didn’t provide, so I took it back 😂 all I gotta say is fxk that and do betta securus.

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.

multiple stamps taken away. It’s a very nice system so we can communicate with our loved ones. I appreciate the technology but there are a lot of bugs. It times out and sometimes you have to rewrite the whole thing again. Then if you go to drafts to try and salvage what you wrote it sends it duplicate times and you get multiple stamps taken away even though you only sent one message. This has happened to me and my loved one twice so far. It tells you can report the issue but you do not get the stamps back. Also on the weekends it always tells you there are technically difficulties and your messages do not go through. Again it is a great way to communicate with your loved one. It’s their lifeline to the outside world. It just has a lot of bugs but that does come with technology.

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.

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

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.

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.

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.

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.

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.

Horrible app money hungry. This app is the worst app these people are taking advantage of family with loved ones in jail and can only use this app to communicate with people first they put my account in the negative and blocked me from receiving calls and messages and stopped me from scheduling visit after saying i was disputing charges which i never did i then paid over 345 to get the account back current and active was able to talk to my loved one just for a day later to find it was blocked again and now closed out “by the owner” so why is my account closed after paying to get everything active they are robbing people right in there face and are getting away with it because they know that this is the only way we can keep in-touch with our family in jail like this is horrible I will be reporting them to the Better Business Bureau

Telephone services. Whenever i add in money to my account even if its a valid debit card number WITH enough money in it, and i know everything is correct because i have double checked, and literally reinstalled the app many times, etc. it literally always has issues and always says it cant process my request to just pay for collect calls. I wait hours to just try again and try so many times in a row, and spend so much time just putting all this information in just for it to say “We’re sorry, we can’t process this request” which is really frustrating. I’m not sure if securus is buggy, i’ve even used the securus number to try put in money. ive been using it for the past 3 months, it only works every now and then properly. But I dont understand how it cant even let me put money in, let alone the fact how pricy it is. Me and my boyfriend’s mother have spent hundreds of dollars on the calls and it does not seem to even work properly. Is securus just really buggy or is there an extra step or something.

I really hate this app. You will check the version history and see bug fixes and feel hopeful or discouraged...so many bug fixes and yet nothing is truly fixed. This app crashes more than a lot. You will have to save your letter in a note and copy and paste (a luxury not afforded to our loved ones) to maintain any semblance of your sanity. You will find yourself typing up a letter in the app only for it to disappear, glitch, or save it in a draft to come back and find a previously sent letter in its place if a draft still exists at all. I really can't believe we are charged to use this disgrace to technology. The monopoly on services to the incarcerated and their loved ones is truly deplorable. There is no way Securus really stands a chance in other populations. I sincerely hope that the state my loved ones in, consider a new vendor once this contract is up. In a high stress situation, nobody deserves this quality of a product. Perhaps if the executive suite members were on the other side they'd pay to have quality engineers or stop sparing on expenses that would allow the engineers they have to produce quality work. This isn't it! Paper and ink are more advanced. If this state allowed letters in from the mail, I would stop utilizing this service 100%. I'm ready to tell my loved one we can communicate via phone, but the servicer of that medium is no better!

Ejenkin. This app is horrible!!!! I can not get it to work and when I do. It goes straight to a screen that says I can not video chat. It will not let me get out of it. I have tried everything. I even tried using my husband’s login name and it says the something on my phone. But not his. You have to put in 10 different email addresses to get it to work. Says they have all ready been taken. It’s driving me crazy. That that video test page will not go away. I have tried to delete the app and redownload it. It still does the something. This is the hardest app I have ever tried to use. I even asked the officer who took his clothes about it. She said she has never seen that before. Than we could not put money on his books using mine, that stupid screen showed up on theKiosk machine. Thank goodness my husband was with us so we used his ID. I would rate this a 0 if I could.

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

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.

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.

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!

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.

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.

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.

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Bad. Honestly terrible you’d think with how much we pay the quality of the app would be better it drops out at least every couple of days whether it’s both ends or just on or us , it glitches constantly… the only upside is the customer service representatives are all absolutely LOVELY like the nicest people you will deal with and super understanding , the app just needs to be better

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.

Too expensive & no notifications. Please add a notifications. Email notifications aren’t enough. Please also make stamps more affordable. I’m in Australia and it’s costly me minimum $0.33 to send one message. I want to love this app but it just needs a few little improvements.

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

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Garbage. This app dose not work I set up a account went to sign in says wrong password or email so I changed the password and it tells me the same thing garbage app fix it please

Bugs. Please fix your bugs the app keeps crashing on me

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!

It sucks!!!. App is always down!!! They don’t care either.

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.

Apps not working. Ever since their new update on the app, I haven’t been able to sign in to my account. They need to fix the issues immediately because inmates are not going to be able to communicate with their loved ones especially over the holidays. Which is cruel itself for doing that update when things were just fine with the old update.

Please fix the notification sounds!. The is no sound for notifications Please fix the notifications and sound!

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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Prison calls. For months and months call drops or get cut off. Our L’s buy minutes and so does the family an in between drop calls or disconnections? We only get 10 to 15 second to talk and they have to continue to call back. They should at least give them Sundays to free or every other day. They can talk for free because I know I’m not everyone can get on the phone at one time on Sunday I guess or Credit $50 for this past month and the same thing is happening this month. Securus Continue working on it and that Was h they’re fixing it and it’s fixed and it’s not. Just posted a few days ago that all was good and it’s just worse. I gave it one star because at least we could talk 10 minutes and three hours with so many drop calls. But seriously thumbs down.

Garbage app you must have. Unfortunately the justice system in most states only gives you one option to communicate with inmates, and it is this one. The other option is sending USPS letters and waiting weeks to communicate with your loved one. This app is a privacy nightmare, is constantly buggy, and forces you to pay insane sums of money for the “privilege” of communicating with incarcerated individuals. Only because this is the communication method of last resort does anybody use it. Hopefully someday this company, and the people that allowed this tk be the only communication method from the correctional institutions that use it exclusively will be sued for lost privacy, money spent, and time wasted. May got have mercy on your souls

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.

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!!!

Ridiculous. I don’t know how a system could have so much business all the money coming in but yet the service is horrible. The app is down constantly on top of that they do updates throughout the day so at any time their system can be down and we cannot receive any phone calls or add any money to our account. The inmates are getting an error on their end. Its ridiculous that we depend on this service but yet it does not work properly. Customer service isn’t even available because when you call it says error and hangs up. Oh, and their video service is even worse. It cuts out breaks up and has a huge delay and they never want to reimburse you. I have put in serval request for reimbursement and apparently they just get ignored. They should have a lawsuit by now. Smh

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.

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?

Advance Connect. I love being able to video chat with my loved one but I’m trying to add funds to the advance connect and I just won’t let me because every time I try to add card info it just says “network error”. Even online on my laptop I go to add a credit card but it doesn’t allow me to chose the type of card. Also when I call it doesn’t give an option to enter a card, only Moneygram, western union, or send a check. Also it’s impossible to talk to a live agent. Please fix this it’s very frustrating.

So terrible. The pop up is awful. Even after update. Just to remind everyone, Securus does not care about you in any way shape or form. This terrible UI has a pop-up after 10 seconds and it cuts off whatever you are doing. There is no way to stop the pop-up other than close it out. Also, it alters your audio and acts as if it’s using either your microphone or speakers. Last, they changed the currency format, so you used to buy texts, but they made them more expensive and divisible by 11, a prime number, so no matter what it’s nearly impossible to use all “connects”, giving the change to them. Just another way to profit without providing service. Truly reprehensible and awful.

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.

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!!!!

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

This app is a true disaster…. I’ve been trying to message my brother for years now through this app. Unexpected errors, slow system, outdated app structure and don’t get me started on costumer service. This all is truly frustrating and as given me an awful experience. As the holidays approaches it is important that now more that ever that families would want to reach out to their incarcerated loved ones. For most the only option to do so is through this horrible app. Shame on you guys. Shame on all of you for restricting people from getting in contact with their family. Mothers, brothers, sisters, uncles, aunts, friends… disconnected from each other through one app that is in desperate need for update! If I could give 0 stars I would.

Fix your bugs. This app is nice and all, I love that I am able to talk to my loved one but the bugs need to be fixed. Theres no reason that I just payed for some time and now it wont let me into the app because of “Network Issues” knowing that im already connected to wifi. Thats ridiculous, this app is quick to take some money but not quick to fix its bugs. How am I supposed to talk to my loved one if im not able to put money on they books? Pls fix the issue. I would hate to have to not use this app because they fail to fix minor problems that I know can be easily resolved.

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......

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

Can’t accept calls and they are saying the ticket can take 30-60 days. I have a loved one currently incarcerated and has been trying to call me for days . The calls comes through I answer press 1 when it tells me yet it doesn’t recognize that pressed 1 to accept the call and these people gave me the run around 3 times to come back and tell me that this happens from time to time and sometimes it’ll correct itself other times they can try to fix the problem. They told me that the ticket will take 30-60 days to resolve and yet it may not resolve . So I guess I’m not supposed to be able to communicate with my loved one . They’re no help and it’s ridiculous that I could have to wait 30-60 days and they still may not be able to correct the issue

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

Text Connect is a scam. When you purchase messages like 1000 or 2000 you expect to get that amount right? WRONG! Securus will intentionally rob you of the money and messages. When you send one message to your loved one then Securus will actually count that as ten messages and take ten out of your balance instead of one. This company is only seeking to rob your wallet and make a profit off trying to see or talk to your loved one. Video visits either don’t go through or you are robbed time and don’t even get the full twenty minutes. Be aware when you put money into seeing your loved one. Securus will rob you blind and then make up every excuse possible to put the blame on you. BE CAREFUL.

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!

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.

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

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

Lots of problems. Securus is great when it works and terrible when it does not. I understand technology has many difficulties and requires resolution. But customer service for Securus is the worst I have ever encountered. When something is wrong you can not speak to a human over the phone. It is nearly impossible. I have several issues within the app that I am kindly trying to problem-solve but you can get in touch with a live person. It's frustrating because as consumers of this product, we spend a lot of money with this company without any support. Consumers beware when spending your money with Securus.

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 !!!

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.

App needs an update. I’ve had this app for about a year and everything worked fine. However, when I try to call my loved one or they try to call me. I can’t get though when they answer or I don’t get the call when they call me. Called customer service said to make sure blocked calling is not set up and to save the number when they call so I can get calls. Nothing works, and when you select help through the app it doesn’t help so I had to search for the website and by the grace of god called and got in contact. The representative didn’t know about the features her own company have available for users. They need to do better ASAP!

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.

Always Glitching. I am thankful for a way to be able to contact my inmate through this App. There are problems which make it very difficult though. My messages will get deleted before I have a chance to send them. When I try to move the cursor to a different place to add or correct something, the screen jumps all over the place. I have reported everything with no success of these things being fixed. The App isn’t working right now for who knows what reason. There is no other App I know of to use to contact inmates. At least u have something

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.

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’

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!

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

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!

Impressive but not in a good way. I think it’s quite a shocker how they treat their app users. I was trying to schedule a video visit with my brother for the past 5 months and every time I called support they always had an attitude and kept telling me they couldn’t help me with that because Securus apparently doesn’t help with those type of issues which ended up being a lie because I called a couple days ago and a very nice lady picked up and finally actually helped me resolve my problem that the others said they couldn’t. It was just a tiny issue that could’ve been resolved a long time ago if the staff actually did their jobs. Other than that it’s a good app to send messages.

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.

Low contrast—hard for older people to read!. This app is inferior to the older Jpay app in every way. Pictures in the lowest resolution; pictures that you cannot enlarge or download to your phone; much more expensive “stamps” because of add-on charges; etc. But the worst issue (and easiest to fix) is the horrible low contrast screen. Light gray screen background either slightly darker gray letters in small font = very difficult reading for older people. I can barely read messages and may be forced to stop using the app. I have no problems with any other app because they use contrasting fonts. My eye doctor asked me to stop using the Securus app because it is straining and damaging my eyes.

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.

Buggy app, even worse company. Securus is a scam company. They take your money and if you cancel or close your account, any remaining balance won’t be refunded, they steal it from you. The app has “network errors” multiple times. The personnel are very lazy when it comes to doing their job. I’ve been waiting for over 2 weeks for a phone list to be updated so my loved one and I can talk. Put money on the advanced connect account and can’t even use it. Money they would steal if I decided to close the account. The people who run this are as much as criminals as the people that are actually incarcerated. This is why privatized prisons should be illegal.

No notifications. If I could give zero stars, I would. It is 2024. This is by far the worst thrown together app I’ve used. No notifications come through for new emails. Turned everything on, but nothing. No way to delete contacts, told to call to do it. Then customer service (IF you can even speak to an actual person after jumping through hoops) can’t even remove them. Need to add the ability to delete sent emessages from the sent box. I have to go online to the website to do this. We pay entirely too much money to this company to have such garbage service and a non working app with less than bare bones features. These things should be accessible and available by default. What exactly does this company do with the billions that they make off of us?

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

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!!!

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.

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!!

DO NOT SEND THEM ANY MONEY!!!. Make sure you verify that the equipment at the facility is working before you purchase a video visit. My husband was unable to connect because the equipment at the facility was broken. Over a month after I requested a refund, Securus issued a credit to my account. Which I can no longer use because he was moved. We are now using ICSolutions, which has been wonderful. My second scheduled visit was never refunded. I had cancelled it because I knew the equipment was broken. They said since I cancelled it less that 24 hours in advance no refund. I guess I should have logged on for 20 minutes to stare at a blank screen. My third visit half worked. I could see him but he couldn’t see me. No refund or credit for that either. My suggestion, verify that the facility has working equipment. Don’t get your hopes up and don’t waste your money until you are sure. And if you have someone in Polk County, WI, don’t bother. None of their equipment works and they have no intentions of fixing it. They are changing providers, likely because Securus is awful.

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?!!?

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.

Frustrated. I have done everything I can from restarting the app logging out logging back in creating a whole new account, etc. and yet I am still unable to send e-messages or video grams or pictures to my husband who misses his children because it keeps telling me I need to purchase stamps when my husband is incarcerated in a state where all of that is free now it’s very frustrating because I haven’t been able to send him any pictures of his children in almost a year. It keeps requiring me to make a payment to purchase stamps, even though it’s free but when I say screw it and try to purchase stamps, it won’t let me do that either. This is beyond frustrating and exhausting at this point.

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

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.