Securus Technologies is a prominent provider of technology solutions for public safety, including telecommunications services for correctional facilities and law enforcement agencies. However, like any technology, Securus isn’t immune to issues that can hinder its functionality. If you find yourself asking, “Why is Securus not working?“, you are not alone. This article explores the common reasons behind the service disruption, potential troubleshooting tips, and the best practices to ensure a seamless experience with Securus.
Common Reasons Behind Securus Malfunctions
When Securus users encounter issues, it’s essential to pinpoint the root cause of the problem. Below are some of the most common culprits behind Securus not working as expected:
1. Technical Glitches
Even the most robust platforms experience technical glitches from time to time. These glitches can result from various factors including software updates, server downtime, or glitches in the application. Such interruptions can lead to users being unable to place calls or access services.
Software Updates
Securus Technologies regularly updates their software to enhance functionality, patch security vulnerabilities, and improve user experience. However, sometimes these updates can cause temporary outages or bugs. If you experience issues immediately after an update, it might be a result of these enhancements.
Server Downtime
Periodic server maintenance is vital for optimal performance. However, it can lead to temporary unavailability of services. If Securus is experiencing high traffic or trying to resolve an unexpected server issue, you might face interruptions.
2. Network Connectivity Issues
A significant amount of problems with Securus can often be traced back to network connectivity issues. This includes both Wi-Fi and cellular data problems. Here are a few scenarios that might impact your ability to use Securus:
Weak Wi-Fi Signal
Using Securus over a weak Wi-Fi connection can lead to dropped calls, poor audio quality, or complete service interruption. Make sure you are within range of your Wi-Fi router and that it is not experiencing its own issues.
Cellular Data Limitations
When using mobile data, ensure you are in an area with good cell coverage. Poor cell service can create significant issues when attempting to connect with Securus services.
3. Account-Specific Problems
Sometimes Securus issues can stem from your individual account settings or status. Users should consider the following:
Account Suspension
If there are any issues related to payments or misconduct, your account may be suspended, leading to a loss of access. Ensure that your account is active and in good standing.
User Authentication Issues
Problems like forgotten passwords or user ID errors can also be a hindrance. Double-check your login credentials, and if necessary, follow the recovery processes provided by Securus.
Troubleshooting Steps for Securus Issues
If you are facing difficulties accessing Securus services, don’t panic. There are numerous troubleshooting steps you can follow to resolve the problems quickly.
1. Basic Connectivity Check
First and foremost, verify your internet connection. If you are using Wi-Fi, ensure the router is functioning correctly. You can perform the following checks:
- Restart your router and modem.
- Check for other devices connected to the Wi-Fi and attempt to use Securus.
If you are on mobile data, switch to a Wi-Fi connection if possible or try to reconnect to your cellular network.
2. Verify Account Status
Ensure your account is active. Check for any email notifications from Securus regarding your account status. If you suspect your account is suspended, reach out to Securus customer service for clarification and resolution.
3. Check for Software Updates
Ensure that your app is updated to the latest version. Go to your app store and check for any available updates. If an update is available, install it to see if it resolves the problem.
4. Clear Cache and Data (Mobile App Users)
For users who encounter issues on mobile devices, clearing the app cache and data can sometimes resolve unexpected behavior. Here’s how to do it for both Android and iOS:
- Android: Go to Settings > Apps > Securus > Storage > Clear Cache/Clear Data.
- iOS: Uninstall the Securus app and then reinstall it from the App Store.
5. Restart Your Device
Restarting your device can resolve temporary software issues impeding the Securus application. Simply turn off your device for a few minutes and then power it on again.
Best Practices for Using Securus
To avoid potential issues with the Securus platform, consider adopting the following best practices:
1. Regular Monitoring of Account
Regularly check your account status and payment methods used for Securus transactions. Keeping your account up to date ensures that you won’t encounter issues during critical times.
2. Keep Software Updated
Ensuring the Securus application and your device’s operating system are up to date can help maintain optimal performance and minimize the risk of software-related disruptions.
3. Check Scheduled Maintenance
Securus may periodically conduct server maintenance. Keeping abreast of any scheduled maintenance through their official website or customer service notifications can prepare you for potential service outages.
4. Utilize Customer Support
If issues persist despite troubleshooting, do not hesitate to reach out to Securus customer support. They can provide insights into specific problems related to your account or the service.
Conclusion
While it can be frustrating to encounter issues with Securus, understanding the common reasons behind these problems can make it easier to resolve them efficiently. From checking your connectivity to monitoring your account status and ensuring the app is updated, there are several proactive steps users can take.
By following best practices and staying informed, you can reduce the likelihood of disruptions and enhance your overall experience with Securus Technologies. Remember, if you’re unable to resolve the issue on your own, don’t hesitate to reach out to customer service for specialized assistance. Now you can feel confident navigating the potential challenges and utilizing Securus services to stay connected with your loved ones.
What is Securus, and how does it work?
Securus is a telecommunications service designed to provide secure communication solutions primarily for correctional facilities and their inmates. It offers services like phone calls, video visitation, and messaging to connect inmates with their friends and family members. The system is installed within prisons and jails, enabling them to monitor all communications while allowing those outside to maintain contact with their incarcerated loved ones.
The platform utilizes advanced technology to ensure that all interactions remain secure and monitored. Users typically create an account, add funds, and select the services they wish to use. This system aims to facilitate smoother communication while adhering to the regulations and security protocols mandated by correctional facilities.
Why can’t I connect to an inmate using Securus?
There could be multiple reasons why you are experiencing difficulties connecting to an inmate using Securus. One common issue is that the inmate may not have activated their account or may be in a facility that restricts certain types of communication. If the inmate is newly admitted, it may take some time for their communication privileges to be set up properly, leading to temporary connectivity issues.
Additionally, Securus may have technical glitches or maintenance downtimes that can affect the connection. Checking the Securus website or app for any alerts regarding system outages is advised. Ensuring that you have a stable internet connection or sufficient minutes on your account can also eliminate potential problems with reaching the inmate.
What should I do if my Securus account is locked?
If you find that your Securus account is locked, the first step is to check your email for any notifications from Securus regarding the lockout. It could be due to multiple failed login attempts or a payment issue that requires attention. Each account has specific security measures; therefore, following the guidelines in the email can usually help you regain access swiftly.
If you cannot resolve the issue through your email or find no alerts, contacting Securus customer service is your best option. They can assist you in unlocking your account and ensuring that your payment and personal information are secure. Be prepared to verify your identity and account details for a seamless resolution.
How can I add funds to my Securus account?
Adding funds to your Securus account is a straightforward process that can typically be completed through their website or mobile app. Users will need to log in to their account, navigate to the ‘Add Funds’ section, and select their preferred payment method. Options usually include credit cards, debit cards, or electronic transfers. Ensure you input the correct details to avoid any delays in processing the transaction.
Alternatively, some facilities may offer in-person funding options through kiosks located within the correctional institution. However, these transactions may have different fees associated with them, so it’s a good idea to compare the costs of online versus in-person deposits. Always keep track of your balance and any transaction fees to better manage your account.
Is there a limit on the amount I can spend on Securus services?
Yes, Securus does impose limits on the amount you can spend on their services, and these limits may vary based on the correctional facility where the inmate is located. Each facility has its regulations that govern the financial transactions for inmate communications. It’s advisable to check with the specific institution to understand the financial caps in place.
In addition to facility limits, Securus may have its internal policies regarding spending caps on accounts. These limits can change based on user behavior or account status, so if you find yourself unexpectedly limited, contacting customer support can clarify the issue and help you understand your options.
Why is there a high call rate for Securus services?
The pricing structure for Securus services is often criticized for being higher than typical phone services. These elevated rates can be attributed to several factors, including the comprehensive monitoring system required for correctional facilities. The need for enhanced security and compliance with regulations leads to higher operational costs, which are reflected in the prices charged to users.
Another reason for high call rates is the limited competition in the space of inmate communication services. Many correctional facilities have exclusive contracts with Securus, which reduces the options for inmates and their families. As a result, users often have no choice but to pay the associated costs if they wish to communicate with loved ones in custody.
Can I get support for technical issues with Securus?
Absolutely, Securus provides customer support for all technical issues users may face when using their services. If you experience problems like difficulty logging in, connection failures, or issues with video visitation, you can reach out through their dedicated customer service hotline or use the support section on their website. It’s advisable to have specific details about your problem ready to expedite the troubleshooting process.
Additionally, Securus typically offers a comprehensive FAQ section on their website that addresses common technical concerns. Many users find solutions there for routine issues without needing to contact support. However, if the FAQs do not resolve your problem, don’t hesitate to get in touch with a representative for further assistance.
What should I do if my calls keep dropping?
If you notice that your Securus calls frequently drop, it may be due to issues with your internet connection or the facility’s phone service. First, ensure that you have a stable internet connection if you’re using a mobile device or a computer for your calls. Weak connectivity can lead to interruptions, so testing your internet speed or switching to a stronger Wi-Fi signal is advisable.
If the problem persists, it could also be an issue on Securus’s end or the correctional facility’s telecom infrastructure. Restarting the app or your device can sometimes resolve minor glitches. However, if the dropping calls continue, contacting customer support can help you determine if there are known issues or scheduled maintenance that could be affecting service quality.