Securus Mobile Customer Service

Securus Mobile Positive Reviews

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..Ambey11Version: 3.5

Aggravating and costlySo I’m hoping that this message has the developer fix or amend some of these issues. The first one is the online assistant that pops up every time you open the app however it’s not going to pop up until your typing and mid sentence it’s gonna pop up on you and sit for a second or two even though your tapping the x box to close it it’s going to wait and sometimes it waits to long and the system will tell you that your session has timed out and kick you out only to log back in and it to pop up again..and there’s no option for you to not get this thing to not do this. My second is that it boots you out all the time. So if I get everything typed up and have to take 2 seconds to go over what I’m about to send and the app thinks I’m taking to long it times me off and erases everything I was just gonna send having me have to log in type it out all over again while in the middle of that the assistant will do it’s pop up thing and as soon as it’s able for me to close it I have to quickly just send whatever I have typed up (finished or not) before it boots me out again. Which brings me to the last thing.. the cost is that I’m spending twice the amount of stamps on one message that in order for it not to kick me off and re type everything I have to use more stamps for one message because of this online assistant. And even if I’m texting and using the app actively it will just randomly kick me out and I have to log back in to everything again..it’s so frustrating. Please help. Thanks.Sweetnikki829Version: 3.10

Skeptic here proved wrongI 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..Tabs nicoleVersion: 2.1.1

SecurusI was surprised at all the negative reviews for this app but I guess I’ve been blessed because I’ve been using it to stay in contact with my son for four years now and I’ve only had two issues and they were resolved within 24 hrs. I use it to e-message him, video visit with him and send him money once a month. I don’t use it to call or text and it may take him a day or two to get my e-messages and the same when he messages me but since it’s been like that from the very beginning I never really thought much about it. Sometimes the sound quality is not up to par but I’m just thankful to be able to see his face and talk to him at all because I’m a old woman with no transportation and without this app I wouldn’t be able to visit him at all so I love it but I am sorry that so many others seem to have so much trouble with it..Pinky 1954Version: 4.0

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..Katheine alexandriaVersion: 2.4.2

Emessaging(EDIT: WHY CAN’T ISN’T MY REVIEW ACTUALLY POSTING? Yall are crooked!) Whether I use the app or the website, there seems to be issues with emessaging. On the app, the paragraph will vibrate and jump on my screen or even overlap. If I use my laptop, I get kicked off for inactivity even tho I select remain in session and pieces of my paragraph are erased. Also, I tried sending my message before it ended up happening again and it kicked me off and deleted my message. I’ve lost out on too many stamps because of this and neither the virtual assistant nor the phone number for help have an option for tech support of any kind with emessaging. On a good note tho my pictures do get thru and waiting times for messages back and forth are not bad; I’m able to purchase stamps and add money to my loved ones account easily, and phone calls are rarely any problem with the exception of maybe two occasions where the system thought it was a third party call. Not sure why tho, but everything was fine aside from the annoying voice recording that kept repeating itself about those kinds of calls..LittleravenbearVersion: 4.3.1

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..Amy m 413Version: 3.2

Gets the job done, but missing a key feature!Securus does what it promises. It makes sending messages to loved ones who are incarcerated straightforward and easy to navigate. The interface is pretty clean and the process is fairly simple. For staying connected with a loved one it does the job. That being said there is one huge flaw. For some reason this app does not send notifications when you receive a message. Even with all the settings turned on in the app itself, as well as on your phone there is no indication or notification that you have received a message. To me that is an issue because it makes the process of communication more difficult. It would be much better for both parties to get notified so the conversations can continue in a timely manner. It would help avoid any missed communications, especially when something needs to be addressed right away. Outside of that, this app is exactly what it says it is. Thank you for this service..Hoskins80Version: 4.8.5

Good in theory; needs a lot of improvementOk so I have been using this app for 3 days now to contact a loved one. I enjoy that I typically don’t have to wait long for responses and I like that I can message back and forth. My problems with this app: 1.) There is a character limit. I NEVER even come close to exceeding the word limit and what’s been happening over the past 3 days is my messages aren’t being sent. Mind you these messages are not harmful/threatening/graphic in any nature so I’m not sure why they aren’t being delivered. Not only is this extremely frustrating for me, it’s very frustrating for the inmates because my loved one only gets 10 messages a day. So if he messages me something and it doesn’t get delivered he’s pretty much wasting his messages and that is so unfair. And I don’t want him thinking something happened because he cant hear from me. There should be a feature where you and the inmate can see if messages have been delivered or not. 2.) Since making my account the app has “error technical difficulties” or “error try again later”. In the 3 days of having this app this has happened 4 times. I am receiving email notifications that I am receiving messages from him and I can’t even open them. It’s scary because I don’t know how long I will not be able to contact him and that is probably really hard on him too. PLEASE PLEASE PLEASE do something about this. Inmates rely on being able to have contact with the outside world and real life connections. There shouldn’t be issues like this and this needs to be resolved. Thank you..Juicy Couture Lover :)))))Version: 3.12.5

Issues with the appWhen 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..Lynell26Version: 2.3.3

AppreciateI 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.Mom In Bristol TNVersion: 2.4.2

Multiple stamps taken awayIt’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..RosannaB82Version: 3.11

Good appThe 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..Supreme Leader 1Version: 3.7

Can’t accept calls and they are saying the ticket can take 30-60 daysI 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.Wtf122223455678Version: 3.77

Good, but due to sensitive nature needs to be betterThis 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..FisherRoxMySoxVersion: 3.4

Fix appThe 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..Crazy Town TaraVersion: 3.8

Life changerFor 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!.Aeasy223344857Version: 1.1

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 5.1.2

Securus Mobile Negative Reviews

Great but now TrashedFirstly 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..MysticalGLeeVersion: 2.6

Good but now it’s horribleI 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..KatelynFlowerVersion: 2.8.2

Pricey and way to many issuesMore 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..RezjamarieVersion: 3.5

Country cowgirlWhen 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.Jetpack3Version: 2.1

I really hate this appYou 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!.LadeeTeaVersion: 3.12.5

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??.DoonbyVersion: 3.10

Texts and calls are a hassleNot the greatest app. I am able to text message with my loved one but for some reason, Securus texts on iPhone don’t have a notification found along with the pop up. I know Samsung and other phones get a little chime every time they receive texts, and iPhone doesn’t for some reason. I’ve tried everything and have been unsuccessful. I have to constantly watch my phone to see if I’ve received a text. Same goes for email. The only reason I know I got an email is because my gmail app chimes. Once again, no chime from Securus. I wish they’d fix this. And for some reason my loved one has been struggling with sending out texts. Securus isn’t pushing them out for hours. It just shows “pending” on his side which it’s never done before until Securus made their last update. Also, I have money on my account for calls, but whenever I receive a call, for some reason it tells me I don’t have enough money to accept the call… Even though I know 100% that I do… And on top of it, the fees for adding money to your account for calls, texts, or emails are insane. I also wish they’d fix the constant “technical difficulties” they’re always having. And another cool improvement would be to show a string of an email. If my inmates writes me, I should be able to reply and see his original email - If he replies, I would like to see a history of our emails in one thread so I can scroll within the same email and read what the previous email said without having to leave my email, go back to my inbox, re-read my loved one’s email, then go back and create a new email again. It’s such a hassle. I used CorrLinks before and had such an easier time with emails. I would 100% use CorrLinks email over Securus..Elysee1990Version: 3.12.5

Extremely Frustrated!I wanted to give you a negative star but then I thought no this company does at least deserve one star because I am at least able to use the e-msging as well as send photos to my loved one. The problem I’m running into is 1) Your bot system for chat is completely useless for asking any type of question pertaining to the video chat portion. Simply put. I am unable to access it. Oh, wait! It’s accessible. It’s just the county is not even there. But that’s in the app however if I go to the website something totally different. I put my loved one’s name or their ID # - then it comes up with Hardee County Correctional and Florida . No error, no anything else but that’s it. I’ve called the tech line number and it just rings, actually twice but the second time I couldn’t sit there and wait as long as I did the first time. People do have other things to do besides wait. I do know their videos work or allowed to have them because his friends tell him about their video calls. All these years we’ve been without and I finally thought about writing here. I’m letting his attorney know as well as contacting the Better Business Bureau. Plus something else - I have one of his friend’s name and ID # at the same location yet it will not allow me to write him an e-msg. Why is that? If I’m paying for it? I don’t understand it. I had to do snail mail which honestly wasn’t any better. It took 4 months for him to receive a letter. Just to cheer him up. C’mon! I need some help here. Do you think you can help me or do I need to contact his attorney or BBB and see if they can give me some assistance? So wouldn’t you be extremely frustrated as well?.Nickster423Version: 3.77

Why it’s one starThis 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..Theendingiscake101Version: 3.5.1

FrustratingI’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..HNiiVersion: 2.3.3

Sad I cannot communism with my loved oneGuys 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..KaleibaeleeVersion: 3.5.4

Was this a high school student project?For any aspiring young developers out there, a cautionary tale of user contact info and how it may impact form data validation. If you require a mobile number in the create-account form, you must, must, MUST add a verification process to make sure the user has entered their own mobile number and not someone else’s. If you don’t, one user will enter a number belonging to someone else, and when that number’s owner later tries to create a Securus user account, they won’t be able (“Number already exists in our system” makes account creation fail) — until they enter an unused number that isn’t theirs. So now you have *two* user accounts with wrong phone numbers. And that’s exactly the current state of this app, which is not surprising given the obvious lack of a Help button, contact form, or any channel through which would-be users can notify the dev team (if one even exists) that there is a major problem with their app. So until this gets fixed, Securus Mobile fails to inspire user confidence within seconds of installing the app. This is why for government projects it’s better to take bids from experienced developers than to bring in nonprofessionals..PrónayVersion: 4.7

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..Federal reviewVersion: 3.1

So disappointedI am at a loss of words. My daughter’s father is in prison and at first I was able to accept calls from him anytime he called. It’s been FIVE DAYS now that he has tried calling and I am unable to accept the call. It plays the automated message and I press one to accept the call and it just hangs up the phone. I’ve done EVERYTHING to try and resolve the issue. The basic things like restart my phone. Add the phone number to my contacts. I’ve called my phone company. Made sure I didn’t accidentally block the number. Doubled check call forwarding wasn’t enabled. Turned off do not disturb. I’ve call Securus customer service multiple times and spent a total of HOURS on hold just for them to tell me they’ve put in a ticket and there’s nothing else they can do. Today was his first Father’s Day and I’m sure all he wanted to hear was his daughter’s voice. He’s called me all day and I’ve just had to helplessly watch it ring and ring while trying to accept his call with no success. I understand technical difficulties happen every so often but I am truly disgusted by the lack of human decency with the Securus customer service team I’ve encountered while trying to get this problem resolved..K1k1_millerVersion: 4.1

A way to connect with incarcerated loved oneSecurus app has it connecting issues if you’re not in a stable place when your talking to your loved one. They are expensive for phone calls and video connect calls are just as much as a visit. They make money all the way around just so you can talk or see your love one. I have had some issues with money coming off my account for just being on the app. Don’t have a problem with a video call or anything because you will not receive any kind of refund even if you contact them in a timely fashion. You have to fill out forms just to never hear anything back so just don’t require any refund. The application is a good as any other service offering video calls. The only thing good about the app is the fact you can contact your loved one. Just make sure you schedule your phone calls when you can be still and take the phone it’s no good if your on the move. If you don’t have a solid WiFi connection then your pretty much screwed. I don’t believe a human customer service department even exist. So your good as long as you don’t have to contact them for anything..Problems forget itVersion: 4.8.5

Criminal TheftHorrible service. Your money simply disappears if you’re able to navigate the purposely convoluted system. The price gouging is CRIMINAL. If your loved ones in a facility utilizing this service, you need to assume your loved ones not being treated humanely or they’d get a better system if they were truly doing what they’re mandated too- rehabilitate. The goal was to rise above the barbarity of the Middle Ages and third world countries and those run by terrorist organizations. You are being victimized by price gouging and discriminatory system that excludes those without internet services, or those not familiar or trained to use newer technology, in other words if you’re elderly you’re being discriminated against. Please contact an ombudsman with Disability and Aging, NOT the facility ombudsman as that will only cause more abuse which not hearing or knowing the status, health and wellbeing of a loved one, is abuse. Start writing your representatives and Congress. Screenshot all contact and film everything from the moment you pull up the app until you logout. America is better than this and we are not a third world uneducated, unsophisticated society but a Christian nation that has progressed and does respect humanity..Robin WylieVersion: 4.1

HorribleI 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..Forever addictingVersion: 3.2.2

Does not work, confusing and complicatedEvery 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..Fumito01Version: 3.8

UmmmI’m glad I can talk to my child’s father and so can she (our daughter is only one…) but this app has so many times where our messages don’t go through. Also where he is, they won’t allow a 7pm video chat so he can see his child but I stay up all night as a full time FIRST SHIFT working “single” mother and there’s never ever any options for earlier. Like I get hes incarcerated but I’m not and seeing the ads act like it’s simple to schedule when I’ve been waiting months and was able to have one video visit ONLY is absolutely Ridiculous. I stay up all night everyday in hopes to get a time in which he’s allowed to get out and join TO SEE OUR CHILD and it’s always 7pm times. There’s always problems with sending messages and reviving them. I got not one message from my child’s father in a week. so no I’m not gonna praise this app until I can find a time other than 7pm. I’m scheduling video visits I cannot even get and it’s really aggravating me. You’re stoping a CHILD from knowing her FATHER.XxdimondxVersion: 4.4.5

Telephone servicesWhenever 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..JITT$$Version: 3.11

Worst company to deal withYou 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..SkwedlesseVersion: 3.8

Trash but the only Garbage Can To UseFirst let me start by saying “GREAT IDEA” terrible Execution…we on yes most of our lives ones shouldn’t be there In the first place ,however since they are ,we will support THEM not theyre actions..Nice that we can text , doing away with the dreaded phonecalls of trying to find something to talk about and not sound insensitive by asking wyd or letting them hear life in the background going on while they are down and out,but why make something that’s a dam tease for both sides,I understand no audible notifications ,bcuz everybody in jail will just be ringing allday and night,but the visual notifications dont work either,can’t add or buy stamps ,pic don’t send ,messages are hours in between,you get 75 stamps daily ,they get 10 smh,y let me send 75 daily messages but they can’t only reply 10 ,wata tease ,stop treating them like that bcuz they messed up in life …there has to be another way bczu this app isn’t it.BrodyTre6Version: 4.0

Visit did not go throughI 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..Mrseliasx5Version: 2.3.3

Very ineffectiveI’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..Daniland52Version: 3.5.5

STEALINGThese 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 ..JessylopezVersion: 2.6

Needs improvementIt 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..Mica060285Version: 2.5

This App needs to be fixedWell, 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..Dark_sky_098Version: 3.12.5

They price gauge and collect data anyway..Aventiv’s privacy policy is far more invasive than most people would expect for a prison communication app. It doesn’t just cover basic operations, payments, fraud prevention, or legitimate legal investigations. It also appears to allow broad data collection and use for analytics, behavioral profiling, business development, and long-term retention. That means your calls, messages, device data, and usage patterns may be monitored, stored, analyzed, and potentially shared far beyond what many families would reasonably assume is necessary just to stay in contact with a loved one. That is an enormous power imbalance in an already coercive system. Apple should be far more critical about hosting apps that normalize this level of surveillance under the excuse of “consent,” especially when users often have no meaningful alternative..AWicketWolfVersion: 4.8

App needs to be betterAt 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..A mad black motherVersion: 2.4.2

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..Lenaroseyy07Version: 3.12.5

Bug/poor networkI 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..Mikko_rolo_siouxVersion: 3.5.5

Garbage AppThis is by far the worst app I have ever used. Constant network errors, messages not showing up, no notifications for new messages, messages out of date order, messages get mixed up when you go read one and then go back to your inbox, try to send messages and it will say you have no stamps when you have over 100. This app just updated a week ago, A WEEK AGO, and still the same horrible app. What did y’all actually update?! It already costs a ton of money for stamps and to call. Speaking of calling, the amount of dropped calls is insane. My loved one was given a number to call and you can’t even speak to an actual person. This is the only option in my state so y’all have a monopoly on this type of communication and it’s mediocre service. Do better, y’all make too much money off of us family and friends for this app to be THIS BAD!!!.AshleynotoriousVersion: 3.85.2

The most incompetent companyThere is nothing but problems with this app/company. Half the time the video connect doesn’t work. They won’t refund you for their system errors. It app is extremely slow and crashes all the time. It is impossible to get someone on the phone and when you do they can not assist with anything. The customer service reps have zero knowledge on anything to do with the app or the video calling. I am unable to add money to my advance connect because their system glitched and all the dense girl on the phone would say is that I have to wait 24 hours and try again. Like most people/systems within the prison world, they purposely do things to make families lives harder. They care about making money and that’s it. I know nothing will come of this because they know what they do is wrong and continue to do it. Gross people all around..SadoPotato22Version: 4.7

EjenkinThis 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..TrixR4 kids12Version: 3.15

GarbageThis 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.Maddman03Version: 3.12.5

Apps not workingEver 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..Daisy77bruceVersion: 4.6

BugsPlease fix your bugs the app keeps crashing on me.Cgirl86Version: 3.85.2

Please fix the notification sounds!The is no sound for notifications Please fix the notifications and sound!.SpliceUserNVersion: 3.76

It sucks!!!App is always down!!! They don’t care either..Jessieexoxo69Version: 3.10.5

The worstIt’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..88=91Version: 3.7

AppTerrible. Hard to set up. Confusing no prices explaining what you get. No phone contact support. Hard to get to someone..LauraLL25Version: 3.6

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