Cancellation Securus: Easy Method

What is Securus

Service overview and what people actually use it for

Securus is a communications platform used mainly for contact with incarcerated family members and friends. The core services are phone funding through AdvanceConnect, video visitation through Video Connect, and messaging features such as eMessaging. In plain terms, you usually do not pay for a typical entertainment subscription here. You pay to keep calling credits active, fund communication, or maintain access to scheduled communication tools.

If you are in the Philippines, the process can feel more frustrating than it should be because support is based around U.S. operations and the international support line is +1 972-734-1111, with 24/7 support listed by Securus. Filipino users have reported two recurring pain points: hard-to-reach support because of time zone gaps, and unclear cancellation confirmation after they try to close an account.

Main paid features and how the business model works

The paid parts that matter most are prepaid calling balances, recurring billing tools such as AutoPay and TextPay, and some video-related services. Securus states that AutoPay and TextPay are recurring billing options, and if you do not cancel before the next billing cycle, extra monthly charges may continue and those charges will not be refunded "if you fail to cancel before the next billing cycle" (securustech.net).

There is no minimum commitment period clearly stated in the available terms data, and no free trial terms were found. That means the real risk is not an early termination fee. The real risk is forgetting about recurring billing, leaving money in a prepaid account, or assuming a refund will be automatic when it usually is not.

Availability in the Philippines and practical limitations

Securus is accessible internationally, but it is not localized for the Philippines in the way local subscription services usually are. The available support details show U.S.-based and international contact channels, live chat, and email support at [email protected]. Public pricing for the Philippines is not clearly published, so Filipino users often end up funding an account before they fully understand the fees or refund path.

Here is the truth: if you are in the Philippines, Securus is usable, but the cancellation journey is less friendly than what you may expect from local apps that support GCash, Maya, or easy one-tap cancellation. You should treat every top-up, recurring payment, and scheduled session like something that needs screenshots and written proof from day one.

How to cancel Securus without getting charged again

Checks to do before you cancel

Many users get upset not because cancellation is impossible, but because they cancel too fast and lose records they need later for refunds or disputes. Before doing anything, log in and take screenshots of your account name, current balance, last funding method, and any recurring billing setting such as AutoPay or TextPay. This matters because refund handling depends on the last payment method used for AdvanceConnect.

Also check your mailing address inside My Settings before account closure. Securus says that if the last purchase was made through Western Union, MoneyGram, or payments by mail, the refund is sent by check through U.S. Postal Service mail in 2 to 3 weeks, and the address in your settings needs to be correct before closure (securustechnologies.com). If you are in the Philippines, a wrong address can turn a slow refund into a dead end.

Exact web path for closing an AdvanceConnect prepaid account

For an AdvanceConnect prepaid calling account, the official click path is specific. Sign in to your online account, go to AdvanceConnect, select Manage Prepaid Account, then click Close Account and follow the on-screen instructions (securustechnologies.com). This is the clearest self-service cancellation route that Securus publicly documents.

If your balance is unused, the refund path depends on the last purchase method. Card-funded balances are refunded to the last credit or debit card used, with issuance in 2 to 3 business days, though the card statement may take up to one billing cycle to show it. If the account was funded by Western Union, MoneyGram, check, or money order, the refund is mailed and can take 2 to 3 weeks according to the help page, while another source tied to AdvanceConnect refund handling mentions up to 4 weeks for processing in some cases (fcc.report).

How account deletion works in the mobile app

Securus also documents account deletion through its mobile app. On iOS, open the app, go to Settings, choose Delete Account, and complete the on-screen prompts. On Android, the path is also Settings, then Delete Account, then the final confirmation steps (myokaloosa.gov).

Take note of one major limitation. Securus says Video Connect and eMessaging accounts cannot be closed online through the standard web account closure route for phone accounts, but deleting the account in the mobile app will cancel any remaining VideoConnect subscriptions and scheduled sessions (myokaloosa.gov). If you still have an upcoming visit scheduled, do not tap Delete Account until you are sure you want that session cancelled too.

Phone, chat, email, and mail options if self-service fails

If the online path does not work, you can contact Securus through phone, chat, or email. The listed support numbers are 1-800-844-6591 for U.S. toll-free access and +1 972-734-1111 for international callers, with support available 24/7, 365 days a year. Live chat is available through the Securus website, and the support email listed in the research is [email protected].

For written proof, email and chat transcripts are usually more useful than a voice call alone. If you need a mailed cancellation record, you can also send a letter to the billing address. Some users now use digital registered-letter tools such as Postclic because they create time-stamped proof of sending, receipt, and opening without the delay of traditional international mail. That said, mail should be treated as a backup option here, not your only channel.

What to watch for during cancellation

No specific dark pattern was identified in the research, which is good news. The bigger problem is confusion between account closure, prepaid balance refunds, and cancellation of recurring billing. Those are related, but not always identical. You can close an account, ask for a refund, and still need to verify that no recurring charge remains active on the funding side.

Heads up: if you use AutoPay or TextPay, timing matters. Securus says you must cancel before the next billing cycle to avoid another monthly charge, and those extra charges will not be refunded if you miss the cutoff (securustech.net). If your statement closes on the 28th, do not wait until the 28th.

Once you cancel, here is what changes on your account

Access, sessions, and prepaid balances

What happens next depends on the product you are cancelling. For AdvanceConnect, closing the prepaid account starts the refund process for any eligible unused balance. For app-based account deletion, Securus says any remaining VideoConnect subscriptions and scheduled sessions are cancelled as part of deletion (myokaloosa.gov).

This means cancellation is not just about stopping future billing. It can also remove access to scheduled communications you already set up. If you have a planned session for the next day, account deletion can wipe that out immediately, so save any booking details before you proceed.

Auto-renewal if you do nothing

If you leave AutoPay or TextPay active, recurring billing can continue into the next cycle. The company states that users must cancel before the next billing cycle to avoid additional monthly billing charges, and missed-cycle charges will not be refunded (securustech.net). That is the clearest recurring billing rule available in the source material.

In practice, many complaints online are not about a technical failure to cancel. They are about users believing the cancellation was done, then seeing another charge later. That is why you should always keep proof of the exact date and time you cancelled, especially if you are in the Philippines and contacting an international support team.

Your data after closure

Securus states that upon account closure, all data associated with the account is deleted, and users should back up important information before closing the account (myokaloosa.gov). That is a strong deletion policy, so do not assume you can recover chat history, account details, or other records later.

Before you close anything, save screenshots of your transaction history, current balance, support case numbers, and scheduled sessions. If you later need a refund, a DTI complaint, or a chargeback request through your bank, these records become your best evidence.

Securus refund rules, real timelines, and what usually works

General refund policy in plain language

Securus-related terms available in the research say refund requests for paid services are handled case by case, and users should contact support within 30 days of purchase if dissatisfied (securus.co). The same terms also say refunds may be denied in certain cases, including misuse of services or terms violations. So yes, refunds are possible, but they are not guaranteed just because you asked.

For AdvanceConnect specifically, there is a more concrete rule for unused balances. The account holder has 180 days from the last call received on the AdvanceConnect account to request a refund of any unused balance, according to the FCC-related filing in the research (fcc.report). That 180-day window is one of the most useful hard deadlines in this entire process.

Refund method by payment channel

If the last funding method was a credit or debit card, the unused balance refund goes back to the last card used and is issued within 2 to 3 business days, although the statement may show it only after one billing cycle (securustechnologies.com). If you used a prepaid Visa or MasterCard, keep the physical card until the refund is finished, because the refund is tied to that card (fcc.report).

If the last payment was through Western Union, MoneyGram, check, money order, or mail payment, the refund is sent by check. One source says 2 to 3 weeks by U.S. Postal Service after account closure, while another says processing could take up to 4 weeks (securustechnologies.com, fcc.report). For a user in the Philippines, that means mailed refunds are the slowest and riskiest route.

How to ask for a refund step by step

Use a written channel if possible. Start with live chat or email and include your account name, phone number linked to the account, date of last payment, amount paid, funding method, and reason for refund. If the issue is an incorrect charge, state clearly that you are reporting a billing error and attach screenshots of the charge and any cancellation confirmation.

If support says the case is under review, ask for a ticket number the same day. If you funded through card and your request concerns an unauthorized or continued charge after cancellation, monitor your statement closely for one billing cycle. If the company does not resolve it, you can escalate through your card issuer, GCash, Maya, or bank under dispute rules used in the Philippines.

Your rights in the Philippines and when to use chargeback

Philippine law does not provide a universal cooling-off period for every online subscription, but certain selling methods such as door-to-door or direct sales can trigger a 7-working-day cooling-off period under local consumer guidance summarized by Respicio. For ordinary online subscription activity, the better route is usually proof-based complaint handling under the Consumer Act of the Philippines or a payment dispute if the charge was unauthorized (respicio.ph).

If a charge appears after you cancelled, you can dispute it with your bank, credit card issuer, GCash, or Maya. Under BSP-linked dispute practice, cardholders often have up to 60 days from the statement date to file a transaction dispute. Save screenshots of your cancellation confirmation, support chat, and statement line item before escalating. DTI handles consumer complaints under RA 7394, while payment disputes go through the payment provider.

Subscription terms that matter before you close the account

Auto-renewal, commitment, and free trial status

The available terms data says AutoPay and TextPay are recurring billing services. If you do not cancel before the next billing cycle, more monthly charges may apply and those charges will not be refunded (securustech.net). This is the main recurring billing clause you need to watch if you want to avoid a surprise charge.

No minimum commitment period was found in the available terms data, and no free trial terms were found either. That is actually good news for cancellation because there is no documented early termination fee in the materials reviewed. The concern is recurring billing timing, not lock-in.

Data deletion, legal framework, and disputes

Securus account deletion guidance says all data associated with the account is deleted after closure, so backup should happen before you confirm deletion (myokaloosa.gov). If you have records tied to scheduled visits, messages, or payment history, save them locally before you act.

The available terms material also says disputes should first be raised directly with Securus for informal resolution, and unresolved disputes may go to binding arbitration under the laws of the user’s jurisdiction (securus.co). For Filipino users, that does not cancel your ability to complain to DTI about a consumer issue or to dispute an unauthorized card or e-wallet charge through your payment provider.

Securus plans and pricing: what is publicly known

Published plan data

Prices are approximate, converted from USD at the rate 1 USD ≈ 1.0 PHP. Check official Securus sources for exact local prices.

What this pricing section really tells you

Public pricing for Securus communication services is surprisingly limited. The verified data only exposes one annual line at $0.00 (₱0)*, which is not enough to map the real cost of phone, video, or messaging services in the Philippines. The company has also said that fees for third-party transactions on calling accounts were reduced by more than 50% at one point, but that announcement does not give a full current price list (securustechnologies.com).

So if you feel you signed up without seeing a clean price menu, you are not imagining it. The real-world cost often appears only when you fund a calling account, schedule a service, or activate recurring billing. That is exactly why screenshots of every payment screen matter.

Billing notes and hidden-cost risk

The cheapest published plan in the verified data is also the most expensive one, simply because only one plan line is available. That makes plan comparison impossible from public records alone. The bigger issue is not base plan price. It is transaction fees, prepaid funding behavior, and recurring AutoPay or TextPay charges if left active.

If your account uses recurring billing, cancellation timing is more important than annual versus monthly savings. There is no solid public evidence of a free trial converting into paid billing, but there is clear evidence that recurring monthly charges can continue unless cancelled before the next cycle (securustech.net).

Your rights in the Philippines when Securus cancellation goes wrong

The laws and agencies that matter

For Filipino users, the main consumer protection framework is the Consumer Act of the Philippines, Republic Act No. 7394, with complaints generally handled by the Department of Trade and Industry or DTI. This matters if you were charged after cancelling, denied a reasonable refund for an unused eligible balance, or misled during the purchase flow.

The local guidance summarized in the research says there is no universal cooling-off rule for all online subscriptions in the Philippines. A 7-working-day cooling-off period is more clearly tied to direct or door-to-door sales situations, not every app or website purchase (respicio.ph). So for Securus, your strongest case usually depends on proof of cancellation, billing records, and whether the charge was unauthorized or unfair.

How these rights apply to a Securus account

If you used Securus online and then found a continued charge after cancellation, RA 7394 and DTI complaint channels are more relevant than waiting for a generic withdrawal right to save you. If you have an unused AdvanceConnect balance, the 180-day refund request window after the last call is a concrete deadline you should rely on (fcc.report).

If your issue is with card billing, the payment dispute route can be faster than a general complaint. Banks, credit card issuers, GCash, and Maya can investigate unauthorized or continued charges. In many cases, you should file both a merchant complaint and a payment dispute if the billing clearly continued after documented cancellation.

How to file a complaint and what evidence to attach

Start with Securus and give them one clean written request through chat or email. Include your full name, account identifier, amount charged, date charged, date cancelled, and screenshots. If there is no fair response, prepare the same packet for DTI and for your payment provider if money is involved.

Your evidence should include the cancellation confirmation, chat or email transcript, screenshot of My Settings showing your address, and the bank or e-wallet record of the charge. For card disputes in the Philippines, act fast and aim to file within 60 days from the statement date when possible. The earlier you act, the stronger your case usually is.

Useful authority contacts

For consumer complaints, contact DTI through its official consumer channels and online complaint systems. For card or e-wallet billing disputes, contact your issuing bank or wallet app support and ask specifically for a transaction dispute or chargeback request under unauthorized or continued billing grounds.

• Philippine refund rights overview

What customers say about cancellation and refunds

Overall verdict from available reviews

The available review sample is clearly negative: 0 positive and 5 negative reviews out of 5 unique reviews. Based on that sample, cancellation is generally difficult, especially when the issue involves a charge after cancellation, an unclear refund decision, or confusion about the service used. Local research also adds two Philippines-relevant issues: support can be hard to reach because of time zone differences, and some users report delayed refund or closure confirmation.

To stay balanced, the positive side is that Securus does publish specific closure steps for AdvanceConnect and app account deletion, which is better than having no documented path at all. The problem is what happens after the request, especially if money is still in the account or another billing cycle is near.

Recurring themes in user feedback

Sources summary

Individual user comments worth noting

• "I canceled. Once I canceled, they charged me for another month with 0 used minutes." (TrustPilot)
• "This company is the worst. I did not authorize a transaction... They owe me $50.00 [approx. ₱50]." (TrustPilot)
• "It took several attempts to get a refund... They withheld $19.99 [approx. ₱19.99] from the refund as a setup fee." (TrustPilot)
• "I am still out $50 [approx. ₱50]... They also tried to charge my account again the next month without my permission." (TrustPilot)
• "We were told we would still have to pay $15 [approx. ₱15] to get a refund." (TrustPilot)

Documents to gather before and after you cancel

What to save before you submit the request

Before cancelling, collect proof that shows the state of your account on that day. Save screenshots of your current balance, recurring billing settings, last payment screen, and any scheduled VideoConnect session. If you are closing through the app, also save anything you may need later because the account deletion guidance says associated data is deleted after closure (myokaloosa.gov).

• Screenshot of account dashboard

• Screenshot of balance and funding method

• Screenshot of AutoPay or TextPay status

• Screenshot of My Settings address

What you need for a refund or billing dispute

For refunds, the most useful items are the transaction date, amount, funding method, and the last four digits of the card if a card was used. If the issue is a billing error, add the exact statement line and the date you first reported it to support. The billing-error guidance in the research specifically says to contact customer service immediately and have all transaction details ready (justanswer.com).

• Transaction ID or reference number

• Date and amount charged

• Cancellation confirmation screenshot

• Chat or email ticket number

What to keep after cancellation

After cancellation, save every confirmation page, every email, and any refund notice. If the refund should go to a card, monitor at least one billing cycle because Securus says the refund may be issued in 2 to 3 business days but take up to one cycle to appear on the card statement (securustechnologies.com).

If the refund is by mailed check, keep a screenshot of the address in My Settings and the date you closed the account. For a Philippines-based user, this is especially important because postal delays can be much longer than domestic U.S. delivery.

Common mistakes that lead to extra charges or lost refunds

Closing the wrong thing

A common mistake is assuming that closing the phone account automatically handles every other service. The official help page says Video Connect and eMessaging accounts cannot be closed online through the standard phone-account closure path, while app account deletion has separate effects on VideoConnect subscriptions and scheduled sessions (securustechnologies.com, myokaloosa.gov). If you only close AdvanceConnect, you may still need to review the rest of the account setup.

Solution: write down exactly what you are trying to stop. Is it prepaid calling, recurring AutoPay, a scheduled video session, or the entire online account? Those are not always the same action inside Securus.

Waiting until the billing date

Another mistake is cancelling on the same day the next charge is expected. The recurring billing rule says you must cancel before the next billing cycle, and missed-cycle charges will not be refunded (securustech.net). Several negative reviews also describe being charged for another month after they believed they had cancelled.

Solution: cancel several days early, then keep a screenshot showing the date and time. If your card closes statements monthly, set a reminder at least 7 days before the expected charge.

Expecting an automatic refund of every payment

Some users assume that cancelling means a full refund of anything unused. That is not how the published policy reads. Paid-service refunds may be assessed case by case within 30 days, while unused AdvanceConnect balances follow a specific refund path tied to the last funding method and the 180-day request window after the last call (securus.co, fcc.report).

Solution: ask clearly for either an unused balance refund or a billing-error refund. Use the right wording and include the exact amount. A vague message like "please refund my account" can slow things down.

Forgetting the address for check refunds

This one catches people off guard. If the last payment was through Western Union, MoneyGram, check, or mail, the refund may be mailed by check. Securus explicitly says to ensure your address is correct in My Settings before closing the account (securustechnologies.com).

Solution: update the address first, take a screenshot, then close the account. If you skip that step and the mailed refund goes to an old address, fixing it later is much harder.

Leaving without proof

The harshest real-world lesson from user complaints is that verbal assurances are weak evidence. Reviews mention repeated contact, denied refunds, and extra charges after a supposed cancellation. Without screenshots, chat logs, or emails, it becomes your word against theirs.

Solution: always leave with three things on the same day: a screenshot of the final confirmation page, a support ticket number, and a screenshot of your bank or wallet statement once the next cycle passes.

A side by side look at your cancellation options

Comparison table

Key takeaway

The web route is the clearest for AdvanceConnect because Securus publicly documents the exact click path. The app route is useful if you want full account deletion and understand that scheduled VideoConnect sessions will be cancelled. Email or chat is slower, but it gives you better written evidence if a refund or dispute becomes necessary.

No cancellation fee or early termination fee was found in the available terms materials. That is good. The real choice is about proof, speed, and which specific Securus service you are trying to stop.

After cancelling, do these checks so the charge does not come back

Immediate steps in the first 24 hours

Right after cancellation, check whether you received a confirmation screen, email, or support ticket. If you did not get one, log back in and verify whether the account still shows an active balance, recurring setup, or scheduled service. Take fresh screenshots on the same day.

Also create a calendar reminder for the next expected billing date and another reminder one full billing cycle later. Since card refunds can take up to one billing cycle to appear after issuance, this second reminder matters just as much as the first (securustechnologies.com).

Statement monitoring and chargeback route in the Philippines

Watch your credit card, debit card, GCash, or Maya history for at least 30 to 60 days after cancellation. If a new unauthorized or continued charge appears, contact the merchant and your payment provider immediately. In the Philippines, cardholders often have up to 60 days from the statement date to raise a dispute under banking dispute practice.

When filing the dispute, attach your cancellation screenshot, support case number, and the exact statement entry. For consumer-side complaints about unfair handling, DTI is the agency to approach under RA 7394. For payment reversal, your bank, card issuer, GCash, or Maya is usually the faster operational route.

Alternatives if you are moving away from Securus

If you are simply looking for other security-related services after leaving Securus, the research lists HomeSecure Security PH at ₱10,496.50 to ₱58,600, Lockifi at ₱5,000 to ₱20,000, and Yale at ₱8,000 to ₱25,000. These are hardware-oriented home security alternatives, so they are not direct substitutes for inmate communication services, but they are the alternatives available in the provided data.

That mismatch is worth saying clearly. If your goal is inmate communication, these are not one-for-one replacements. If your goal is to leave the broader Securus ecosystem and reassess paid security-related services, they at least give you a local price reference.

Useful links

• Official Securus help for closing a phone account
• Official Securus account deletion steps
• Securus AutoPay and TextPay information
• Philippines consumer refund rights overview

Postal cancellation address and when to use it

Mailing address for written cancellation

If you want to send a physical written request, use this cancellation mailing address:

• Securus Correctional Billing Services, PO Box 650757, Dallas, Texas 75265-0757

Mail is useful if you want a formal paper trail, especially for a refund request tied to a prepaid balance. For users in the Philippines, though, mail is slower than chat or email, and it should usually support your case rather than replace faster digital contact.

What to include in the letter

Your letter should include your full name, account phone number or account ID, current address, date of cancellation request, funding method, and whether you are asking for account closure, a refund of unused AdvanceConnect balance, or both. If you are sending it after an online cancellation, say that clearly and include the date of the original attempt.

Just a reminder: if your refund may be sent by check, make sure the address in My Settings was correct before closure. That single step can save weeks of back and forth later.