REGISTRATION

Frequently Asked Questions

Registering my phone number to receive inmate phone calls

  1. Why do I have to register to receive calls? Texas Department of Criminal Justice has adopted a validation process that requires inmate friends & family members to register their phone numbers prior to the inmate being allowed to make calls. This action stems from TDCJ's commitment to providing public safety and protecting victims of crime.

  2. How do I register to receive calls from a Texas inmate? Please see our Registration Requirements page.

  3. How long will it take for me to get registered and be able to accept a call from an inmate? Provided conditions are met, you should be registered within 3 days of the time we receive your online registration or your automated registration. Please provide an email address with your registration so we can notify you when approved.

  4. How will you use my phone number and email address? The Texas Friends and Family Enrollment Center will only use your phone number for registration purposes, and only use your email address for notification regarding the status of your registration. It will not be used for marketing or any other purpose.

  5. How will I know when I'm enrolled? If you gave an email address when you registered, you will receive an email letting you know the status of your enrollment. Please be sure to check your spam folder.

  6. What if I need to register for more than one inmate? A separate registration is required for each inmate.

  7. How does the inmate know that I am registered and that he/she can call me? The inmate is able to check their list of approved numbers on the telephone system. You don’t have to do anything but wait for them to call.

  8. What if I move and/or my address changes? Please contact Securus' Customer Service at 1-800-844-6591 to update or correct your billing information.

  9. What if my phone number changes? If your phone number changes, please go to Contact Us, fill out the form and include your name, Email address, TDCJ # and old phone number. In the comments section supply your Driver’s license number and date of birth with a note requesting to remove your old number. After completion of the above register your new phone number at register here.

  10. Can I register more than one number? Yes.

  11. Can I register my cell phone? Yes, you can register a cell phone.

Billing and Service Questions

Please note: You must first successfully register to receive inmate calls before contacting Securus Customer Service, the billing agent for TDCJ. Please do not call Securus prior to confirming your registration as they will unfortunately not be able to help you.

  1. How can I pay for calls? There are two ways to pay for calls from an inmate housed in a TDCJ facility:

    • Friends and Family Prepaid AdvanceConnect account - The owner of the telephone number prepays for calls. After your telephone number is registered and validated, you will create an online account at https://securustech.online/#/enroll. Then you'll SIGN UP for your AdvanceConnect prepaid calling account, add funds and begin receiving calls.
    • Securus Debit Inmate Account - You can also deposit money into the Securus Debit account for the inmate. You do not need to be on the Inmate Visitor List to deposit funds in an inmate's account; however, funds placed in inmate accounts become the property of the inmate. Friends and family members will not be able to request refunds from these accounts. In addition to paying for telephone calls, this account can also be used for other Securus services.

  2. I am already approved to receive calls but having a billing issue - who do I contact? Securus Customer Service is the exclusive billing agent for TDCJ. SCBS can be contacted in several different ways:

  3. What if I move and /or my address changes? Please contact Securus Customer Service at 1-800-844-6591 to update or correct your billing information.

  4. I currently have a landline service which does not offer the option for collect calls. Do I still register if I am not paying for the calls? Yes, you must register in order to receive calls from the inmate, regardless of the payment method. To register please go to the Texas Friends and Family Registration page and follow the instructions.

  5. Why can't inmates make international calls if the called party is paying for the call? At this time the Texas Department of Criminal Justice Policy does not permit international calls. If that decision changes in the future it will be posted on the TDCJ's website.

  6. Once I'm registered how do I put money on my account? After your phone number is approved in the TDCJ Registration process, you will need to create a Securus online account by going to https://securustech.online/#/login before you can fund your Securus AdvanceConnect prepaid calling account. Select “Create an Account” and follow the instructions. You can also call 972-734-1111 or 800-844-6591.

  7. Can I get a refund on my prepaid account? If you have questions about your account, call 1-800-844-6591 or sign in to the Securus website at https://securustech.online/#/login

  8. What if I want to block my number from accepting calls? You can sign in at https://securustech.online/#/login and go to 'Manage Prepaid Account' to block and unblock calls. You can also call Securus Customer Service for assistance at 972-734-1111 or 1-800-844-6591.

  9. What should I do if there is fraudulent activity on my account? If you need to speak to Securus Customer Service personnel to report any fraudulent activity, they can be reached at 1-800-844-6591.

  10. How can inmates fund their Inmate Telephone Account? Inmates can purchase debit time at the commissary just like other goods, using money from their trust account.
    • All applicable taxes and fees for debit purchases will be deducted by TDCJ at the point of sale
    • To use funds from this account, inmates must choose the Telephone option
    • Inmates will hear their remaining balance prior to initiating any Telephone calls
    • Debit funds can be used to pay for phone calls and other Securus services (such as tablet movies, games and music).
    • Friends and family members can also contribute to their Debit account by clicking here.

  11. How do I avoid being disconnected once I receive a call from an inmate? To communicate by telephone with an inmate at a TDCJ facility, you need a touch-tone phone. There are additional security reasons that could cause a disconnection. To assure your call is not disconnected do not:
    • Attempt to make 3-way call
    • Transfer a call
    • Put the call on hold
    • Use the Call Waiting feature on your phone
    • Use a cordless phone
    • Use a speaker phone

  12. My phone has a block on it. Can you help me? There are multiple reasons why your phone may be blocked. Securus Customer Service personnel can assist you at 1-800-844-6591.

  13. What if I accept a call that was prematurely disconnected? Please call Securus Customer Service to report a premature disconnection at 1-800-844-6591.

  14. How do I report a problem regarding Securus to TDCJ? Service complaints should be forwarded in writing to:

    • Texas Department of Criminal Justice
      Information Technology Division
      Inmate Telephone System Contract Manager
      P.O. Box 4016
      Huntsville, TX 77342-4016
      E-mail:offenderphones@tdcj.texas.gov

      NOTE: The Texas Department of Criminal Justice can only address complaints regarding inmates in its custody.

  15. I have been asked to complete the manual form. Where do I find it? If you have been instructed to complete the Manual Form, please click here and follow the instructions included on the form. Notice! This form is only for applications where you have been instructed to use this method and it will result in longer approval times than the automated methods.

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