With Securus, you can communicate with your loved one in prison through a video session from anywhere with internet access either using your computer, tablet or also Securus mobile app. Before starting video visitation, you may need to set up the schedule first to book the date and time where you’ll start a video session with an incarcerated individual.
But sometimes, you receive a notification, informing you that your video visitation schedule is rejected or your video session is cancelled. If this is your first time setting up a video session schedule, you may be confused why it happens. No worries! You can identify why your video visitation is rejected through our post below!
Reasons Why Your Video Visitation Is Rejected
Of course, there are several reasons that trigger your video session being rejected. To start video visitation, you may need to fill out your personal information and also submit a photo or your government issued ID, a photo of yourself, your state, as well as providing the information in which facility your loved one is incarcerated.
The reasons why your video visitation is rejected may be caused when you do not provide the information clearly and do not submit the invalid photo or ID. Aside from that, there are also some reasons to trigger that your video session is rejected.
Here are possible reasons why your video visitation is rejected:
1) Invalid photo
If you upload invalid picture, it will cause your video visitation to be denied. The photos you upload may contain filters or effects, too blurry, your photo not uploaded and many more.
2) Invalid ID
Aside from photos, you will also need to upload your ID. Well, if you upload invalid ID, it surely triggers your video visitation. The ID you upload may be denied if your ID is expired, your ID is not uploaded, non-government issued ID, your ID is not legible/ blurry and many more.
3) Policy violation
The policy violation will occur if your age is under 18 years old.
4) Security concern
It happens if you may not provide the valid information such as your ID does not match and your photo does not match and many others.
Behavioural talks about an inmate’s lockdown. It will happen because of inmate behavioural issues or account usage violations. If your video session is rejected or cancelled because of behavioural reasons, you may be charged for the session and a brief explanation will be required.
In addition to behavioural’s issues, your video visitation can also be rejected because of non-behavioural issues. It means your video session will be rejected for reasons outside the control of the inmate or the home user.
Non-behavioural issues include a terminal was not available, the terminal was inoperable or also an incarcerated individual was not produced in a timely manner. If your video session is rejected because of non-behavioural reasons, you will receive a credit for the session and also a brief explanation will be required.
Okay, those are several reasons why your video visitation is rejected.
However, if you cannot attend the visit that you scheduled, you definitely can reschedule your video visitation for a later date and time. It’s important to note, the postponements or cancellations should be performed 48 hours in advance of the original visit to receive a credit towards a future visit.
How to Get Approved for a Video Visitation?
Before starting to schedule your video visitation, it would be better for you to identify what you should and shouldn’t do to take a video visitation with Securus. Of course, there are several things you should meet to start taking a video session.
The first thing you need to do is to create a Securus account by providing your valid email address. Make sure to provide a webcam and a stable internet access.
When enrolling for review and approval to access Video session, you will be prompted to take a clear photograph of a valid photo ID card, state ID card, driver’s license or passport. Well, the photograph here should show all of the following information:
- Type of identification
- Valid photo ID card
- Driver’s license
- State ID card
- Contain your picture on the ID
- First and Last Name
- Date of Birth
When filling out your personal information, make sure to use your legal name.
Within 24 hours of submitting your information, your video visitation account will be reviewed for approval. After your account has been reviewed, you will receive an email that advises you whether your account is approved or disapproved.
If your account is disapproved, you will get notification via email containing the reason why your account has been disapproved. In some cases, the disapproval occurs because of a submission error, where you don’t provide a clear photograph that contains the required information.
After a corrected clear photograph is taken, you need to resubmit for review and approval. If your account is approved, you will get notification via email and you can then begin scheduling a video visitation.
How to Schedule a Video Visit with Securus?
After your video visitation account is approved, you can log into your Securus account to start scheduling a video visit. After logging in, you can then choose the ‘Schedule A Visit’ option and follow on-screen instructions to schedule your on-site or off-site remote visit. Well, this feature will allow you to schedule a time specifically when your loved one in prison is available to visit.
When Is the Right Time to Schedule Video Visitation?
There are on-site lobby video visitation and off-site video visitation. Of course, each site will have a different time to start video visitation. Let’s see below when a video visitation can take place!
1) On-Site Lobby Video Visitation
On-site lobby, a video visitation can take place from Monday through Sunday, with following hours:
- 9:00 AM–11:20 AM
- 12:20 PM – 4:20 PM
- 5:20 PM – 10:45 PM
2) Off-Site Lobby Video Visitation
Off-site lobby, a video visitation can take place from Monday through Sunday, with following hours:
3) 9:00 AM–11:20 AM
4) 12:20 PM – 4:20 PM
5) 5:20 PM – 10:45 PM