Securus Technologies offers crucial communication services for inmates and their families, allowing them to stay connected through phone calls, messaging, and video chats. However, like any technology, users may encounter problems that can disrupt these connections. If you find yourself asking, “Why is Securus not working?” or “What steps can I take to resolve these issues?”, you’re not alone. This article will delve deep into common issues faced by users, troubleshooting steps you can take, and alternative communication methods during downtimes.
Understanding Securus Technologies
Before diving into troubleshooting, it’s essential to understand what Securus Technologies offers. Securus is a leading provider of inmate communication services in the United States. Their platform enables secure communication options, including:
- Phone Calls
- Video Visitation
- Messaging Services
- Monitoring Services for facilities
These services create vital connections, but they can occasionally face hiccups in connectivity or functionality.
Common Reasons Why Securus Might Not Work
There are several reasons why Securus might not work, ranging from server issues to user errors. Below are the most common ones:
Server Outages
One of the primary issues affecting Securus is server outages. These occur when the Securus servers are down for maintenance or experience technical difficulties. You can usually check for server issues on Securus’ official website or through online forums.
Internet Connectivity
Another significant factor is internet connectivity. Ensure you have a stable internet connection, as a disrupted connection can prevent calls or messages from going through. This applies to both users on the outside and the inmates.
App or Software Glitches
Sometimes, the Securus app or software might not function correctly due to glitches. Users should always keep their app updated to minimize these issues. If you’re using a web interface, make sure that your browser is compatible and updated to the latest version.
Account Issues
Users sometimes face account-related issues. This includes forgotten passwords, discrepancies in payment, or restrictions on the account which can lead to a temporary suspension of services. Always verify that your account is in good standing.
Device Compatibility
Not all devices are compatible with Securus applications. If you’re experiencing issues while using a mobile device, check to see if your device meets the necessary requirements. This includes checking storage capacity, operating system version, and whether the device’s specifications align with the app’s needs.
Basic Troubleshooting Steps
When faced with Securus not working, here are some troubleshooting steps you can take:
Check Server Status
Start by checking the server status. Visit the Securus Technologies website or their social media pages for any announcements regarding outages. You can also consult user forums or communities to see if other users are experiencing the same issues.
Inspect Internet Connection
Ensure you have an adequate internet connection. You can conduct a quick speed test to determine if your connection is stable. If you’re on Wi-Fi, restarting your router can sometimes resolve connectivity problems.
Clear Cache and Cookies
For those using a web browser, clearing your cache and cookies can resolve many issues. Accumulated data can sometimes cause problems when accessing the Securus platform.
App Update
Make sure that your app is the latest version available. Check your device’s app store for updates. Sometimes, newer versions fix bugs that may cause your app not to function properly.
Reinstall the Application
If all else fails, uninstalling and reinstalling the application can help. This can clear out any leftover data that may be causing the issues.
Contact Customer Support
If you’ve gone through these steps without resolution, contacting Securus customer support is a smart move. Their team can offer guidance tailored to your specific issue or account. Provide as much information as possible to expedite assistance.
Alternative Communication Methods
If the Securus service is down and you cannot connect, consider these alternative methods for staying in touch:
Postal Mail
Though slower than electronic methods, sending letters through the postal service is a traditional yet effective way to communicate with an inmate. Make sure to check the facility’s guidelines regarding mail.
Phone Calls Through Other Services
If you have access to another inmate call service provider that the institution allows, consider using it temporarily. Always ensure that this alternative is compliant with the facility’s rules.
The Importance of Staying Informed
Regular Updates from Securus
Securus Technologies often releases updates regarding their services through their official website and social media channels. Subscribing to these updates can keep you informed about maintenance schedules or other potential disruptions.
Community Support
Often, other users are experiencing the same issues. Engaging with local communities or forums can provide additional insights and shared experiences, which may offer solutions to ongoing problems that you encounter.
Maximizing Your Securus Experience
If you have a functional Securus account, consider these tips to enhance your user experience:
Set Up Automatic Payments
Set up an automatic payment plan to ensure a hassle-free experience. This way, you won’t need to worry about account suspensions due to unpaid balances.
Use Video Visitation Wisely
Maximize your video visitation experiences by ensuring you’re in a quiet environment with good lighting and minimal distractions. Test your video and audio settings before your scheduled visit to ensure a smooth connection.
Conclusion
Experiencing issues with Securus can be frustrating, especially when trying to maintain that critical connection with a loved one. By understanding the common problems and employing effective troubleshooting techniques, you can often resolve the issues quickly. Staying informed and adaptable with alternative communication methods will ensure that your lines of connection remain open, even during downtime. Always keep in mind the importance of customer support and community resources to help navigate these technological hiccups successfully.
What should I do if I can’t log into my Securus account?
If you’re having trouble logging into your Securus account, first ensure that you’re using the correct username and password. Double-check for any typos, and be mindful of case sensitivity. If you’ve forgotten your password, use the “Forgot Password” link on the login page to initiate a password reset. You’ll receive an email with instructions to create a new password.
If you continue to encounter issues after resetting your password, try clearing your browser’s cache and cookies. Sometimes, stored data can interfere with the login process. Additionally, make sure you’re using an updated version of your browser or try a different one altogether. If the problem persists, contact Securus customer support for further assistance.
Why am I not receiving alerts or notifications from Securus?
If you’re not receiving alerts or notifications from Securus, first check the notification settings within your account. Make sure that your preferences are set correctly to receive the types of alerts you want, such as account activity or messages. Confirm that your email address and phone number on file are correct and up-to-date to ensure timely delivery of notifications.
Additionally, check your spam or junk folder in your email account, as sometimes legitimate notifications may be filtered incorrectly. If you’re using a phone for text notifications, confirm that your device is configured to accept messages from Securus. If you are still experiencing issues, reach out to Securus customer service to investigate any possible technical problems.
What can I do if the Securus mobile app is crashing?
If the Securus mobile app is crashing on your device, the first step is to ensure that you are using the latest version of the app. Check your device’s app store for any available updates. Updating the app can resolve bugs and improve overall performance. If you’re already using the latest version, try uninstalling the app and then reinstalling it to see if that resolves the crashing issue.
Another troubleshooting step is to restart your device. Sometimes, background processes can interfere with app functionality. Ensure your device has sufficient storage space, as an overloaded device can cause apps to crash. If the problem continues, consider checking Securus’ support page for any ongoing issues or updates about the app.
How do I troubleshoot video visitation issues on Securus?
If you’re experiencing issues with video visitation on Securus, start by checking your internet connection. A weak or unstable connection can lead to interruptions during sessions. Ensure you’re on a reliable Wi-Fi network or that you have a strong mobile data connection. Closing other applications that use bandwidth may also help improve video quality.
Next, ensure that your device meets the technical requirements for video visitation. Check that you have the necessary updates installed for both your operating system and the Securus app. If you’ve tried these steps and still encounter problems, consult the Securus help center or contact customer support for assistance in resolving the issue.
What should I do if my funds aren’t showing in my Securus account?
If your funds are not showing in your Securus account, first verify that the transaction was completed successfully. Check your payment method or bank statement to confirm that the funds were deducted. Sometimes, processing delays can occur, so it may take a little time for the funds to appear in your account.
If it’s been a substantial amount of time and your funds still aren’t showing, you may need to contact Securus customer support for further assistance. Be prepared to provide transaction details, such as the date, amount, and payment method used. They can help you trace the transaction and ensure that the funds are deposited into your account.
How can I resolve problems with Securus’ call features?
If you’re having problems with the call features on Securus, start by checking your phone’s volume and settings. Make sure that the call is not muted and that the volume is turned up. Additionally, check if you have strong network coverage, as weak signals can disrupt call quality or prevent connections altogether.
If the phone settings are correct and the issue persists, try terminating and reinitiating the call. Sometimes, simply disconnecting and reconnecting can solve the problem. If you continue to face difficulties, visit the Securus website for any updates regarding service outages, or reach out to customer support for more detailed troubleshooting steps.
What should I do if I see an error message on Securus?
When you encounter an error message on Securus, take note of the exact message displayed. Many error codes point to specific issues, and understanding what the code means can help guide your troubleshooting process. A quick search of the error code on Securus’ support page may provide you with immediate clarity on how to resolve the issue.
If you cannot find information about the error message, consider closing and reopening the application or refreshing the website. If the problem persists, it may be a temporary server issue, so returning later could resolve it. For persistent errors, reach out to Securus customer support, providing them with the detailed error message so they can assist you effectively.