Securus Technologies Customer Service: Understanding Terms and Conditions

Navigating the landscape of correctional communication services can often feel complex, especially when it comes to understanding the terms and conditions associated with these services. Securus Technologies is a leading provider in this industry, offering a range of products and services designed for correctional facilities, inmates, and their families. For anyone utilizing Securus services, understanding their terms is crucial, and knowing how to access Securus Technologies Customer Service is equally important for a smooth and informed experience. This article aims to provide a comprehensive overview of Securus Technologies’ terms and conditions, with a focus on how customer service can assist you in understanding and managing your interactions with their platform.

Decoding Securus Technologies’ Terms and Conditions

Securus Technologies provides a wide array of services, each with its own set of terms and conditions in addition to the overarching general terms. These services include inmate calling solutions like AdvanceConnect, Direct Bill, and Inmate Debit, as well as video visitation services, messaging, and tablet programs. The original document, a comprehensive legal text, outlines the rules and regulations for using these services, ensuring both Securus and its users are aware of their rights and responsibilities.

General Terms and Conditions: The Foundation

The General Terms and Conditions serve as the foundational agreement for all interactions with Securus. Key aspects covered include:

User Agreement and Authority: By using Securus’s website or services, you agree to these terms and confirm you have the authority to use the payment methods provided. The services are intended for adult use.
Changes to Terms: Securus reserves the right to modify terms and service offerings, with changes posted on their website becoming effective immediately.
Account Registration and Security: Users are responsible for providing accurate information and maintaining account security, including passwords. Securus is not liable for unauthorized account access resulting from user negligence.
Intellectual Property Rights: All content and services provided by Securus are protected by intellectual property laws and cannot be used for commercial purposes without permission.
Third-Party Interactions: Securus is not responsible for third-party products, services, or website content linked through their platform.
Product and Service Accuracy: While Securus strives for accuracy, they do not guarantee that all website content is error-free and reserve the right to correct inaccuracies.
Website Security: Users are prohibited from violating website security, and violations may lead to legal action.
Disclaimer of Warranties: Securus services are provided “as is” without warranties regarding uninterrupted service, accuracy, or suitability for specific purposes.
Limitation of Liability: Securus’s liability is limited, and they are not responsible for various types of damages arising from service use or inability to use the service.
Indemnification: Users agree to indemnify Securus against losses arising from their use of services or violation of terms.
Termination/Suspension: Securus can terminate or suspend accounts for breaches of terms, legal requests, or other reasons, without liability.
Miscellaneous Legal Terms: Governing law, jurisdiction, and other standard legal clauses are included.
Privacy Policy: A detailed section on data collection, usage, and protection practices.

Privacy Policy: Protecting Your Information

The Privacy Policy is a critical component of the terms, detailing how Securus collects, uses, and protects user information. Key points include:

Information Collection: Securus collects personal information when users create accounts or use services, including name, contact details, and payment information.
Use of Information: Information is used to process transactions, manage accounts, improve customer service, and send service-related communications.
Data Protection: Security measures are in place to protect personal information, including SSL encryption for sensitive data.
Cookies: Securus uses cookies for limited purposes, such as remembering user preferences during website sessions.
Information Disclosure: Personal information is not sold or traded but may be shared with trusted third parties assisting Securus in operations or as required by law.
Third-Party Links: Securus is not responsible for the privacy practices of linked third-party websites.
Law Enforcement Cooperation: Securus will cooperate with law enforcement agencies when legally required.
Securus Video Visitation (SVV) Privacy: Specific policies for SVV acknowledge that sessions may be accessed and reviewed by law enforcement and correctional personnel. Users have no expectation of privacy when using SVV.

Product-Specific Terms and Conditions

Beyond the general and privacy terms, Securus provides specific terms for each of its main services. These are essential for understanding the nuances of each service:

1. AdvanceConnect™ T&Cs

Prepaid Calling: AdvanceConnect is a prepaid account for friends and family to receive collect calls from inmates.
Account Funding: Accounts must be funded in advance and can be managed online or via phone. Various payment methods are available, each potentially with fees.
Account Management: Users can add multiple phone numbers, manage funds, and request refunds (within specified timeframes).
Balance Responsibility: Account holders are responsible for all charges and negative balances.

2. Direct Bill T&Cs

Postpaid Billing: Direct Bill is a postpaid account where users are billed monthly for collect calls.
Credit Check: A credit check is required to open a Direct Bill account.
Credit Limits and Payments: Monthly credit limits apply, and timely payments are required to avoid service disruption.
Account Management: Similar to AdvanceConnect, accounts can be managed online or by phone, with various payment options.

3. Traditional Collect T&Cs

Billed to Local Phone Bill: Charges for collect calls are billed directly to the recipient’s local phone bill.
Automatic Account Creation: Accounts are automatically created when a collect call is accepted.
Spending Limits: Traditional Collect accounts have spending limits and may be temporarily blocked if limits are exceeded.
Limited Management: Account management is more restricted compared to AdvanceConnect or Direct Bill.

4. Inmate Debit T&Cs

Inmate-Owned Prepaid: Inmate Debit accounts are owned by inmates and funded by either the inmate or their friends and family.
Funding Options: Friends and family can deposit funds through various methods, similar to AdvanceConnect.
No Family Access to Account Details: Friends and family who deposit funds do not have access to account activity or refund rights, as the funds become the inmate’s property.

5. Text Alert and Notification Service

Account Notifications via SMS: Securus offers text alerts for account balances, payment confirmations, and invoice reminders.
Opt-in Service: Users must opt-in to receive these notifications, and message and data rates may apply.
Management and Cancellation: Users can manage notifications online or by replying “STOP” to unsubscribe.
No Fees from Securus (Currently): Securus currently does not charge for this service, but mobile carrier fees may apply.

6. Secure Video Visitation Service

Web-Based Visitation: SVV allows remote video visits via computer, tablet, or smartphone.
Pre-Scheduled and Pre-Paid: Visits must be scheduled and paid for in advance, and are generally non-refundable.
Technical Requirements: Users must meet system requirements, including internet speed and hardware.
Credits for System Issues: Credits may be issued in cases of system errors or facility cancellations, but not for user-side technical or behavioral issues.

7. SMS and Mobile Terms and Conditions

Specific to Mobile Services: These terms are supplementary and specific to the SMS Alert and Notification Service.
Service Details: Outlines the types of text notifications, service availability, and user responsibilities.
Cancellation and General Provisions: Details on how to cancel the service and limitations of liability.

8. SecureView Tablet Terms and Conditions

Tablet Subscription Service: Terms for inmates using SecureView tablets.
Cancellation Policy: Users are responsible for canceling subscriptions upon inmate release to avoid further charges.
Facility Discretion: Tablet distribution is at the facility’s discretion.
Damage Policy: Damage to tablets may result in program ineligibility.

Accessing Securus Technologies Customer Service

Understanding these detailed terms and conditions can be overwhelming. That’s where Securus Technologies customer service becomes invaluable. Securus provides multiple avenues for customer support to assist with inquiries, issues, and account management:

Phone Support: The primary customer service number is 1-800-844-6591. This line is available 24 hours a day, 7 days a week, offering automated systems and live agent assistance. For Video Visitation specific support, the number is 1-877-578-3658.
Email Support: For less urgent inquiries, you can email customer service at [email protected].
Website Resources: The Securus website, www.securustech.net, is a central hub for account management, information, and potentially FAQs or help sections (though not explicitly detailed in the original document, websites usually have support sections).

Tips for Effective Customer Service Interaction

To ensure a smooth and efficient experience when contacting Securus Technologies customer service:

Have Account Information Ready: Before calling, have your account details, phone number, and any relevant information at hand to expedite the support process.
Clearly State Your Issue: Be concise and clear about the problem or question you have.
Note Down Details: Keep a record of your interactions, including dates, times, and any reference numbers provided.
Check the Website First: For common questions, the Securus website might have answers in FAQs or help documentation, potentially saving you time.
Be Patient and Polite: Customer service representatives are there to help. Maintaining a respectful and patient demeanor will contribute to a more positive interaction.

Conclusion

Securus Technologies provides essential communication services within the correctional industry, and understanding their terms and conditions is key to effectively using these services. While the legal documentation is comprehensive, Securus Technologies customer service is readily available to provide assistance, clarify terms, and resolve any issues that may arise. By being informed about both the terms and the customer service options, users can navigate their interactions with Securus with confidence and ease. For any questions or assistance, reaching out to Securus Technologies customer service is always the recommended first step.