Manage Securus

How to cancel securus and reclaim your prepaid balance in the philippines

Why securus cancellation matters for filipino users

Securus is a communications platform that lets you fund calls, video visits, and messages to incarcerated family members and friends. If you live in the Philippines, you likely use AdvanceConnect (prepaid calling credits), Video Connect, or eMessaging services. The problem is not that Securus is unreliable-it is that cancellation feels deliberately vague, and refund timelines stretch across time zones.

At Stopee, we have helped thousands of users navigate confusing cancellation processes like this one. You deserve to know exactly how to close your account, claim any remaining balance, and avoid surprise charges from recurring billing features like AutoPay or TextPay. This guide walks you through every step.

What securus actually charges you for

Securus operates on a prepaid model, not a traditional monthly subscription. You load money into your AdvanceConnect account through Western Union, MoneyGram, credit card, debit card, or bank transfer. That balance funds calls at per-minute rates, video visits, or text messages. You do not pay a subscription fee just to have the account open.

The real charges come from three sources: the call or video time you use, recurring billing programs (AutoPay or TextPay), and any service fees Securus applies to transactions. If you enable AutoPay, Securus will automatically charge your registered payment method each month unless you cancel the recurring option before the billing cycle closes.

Why filipino users face extra cancellation friction

Securus is U.S.-based. Customer support operates from the United States, and the international line is +1 972-734-1111. If you call from the Philippines during your daytime, you hit their night. Worse, Securus does not publish clear cancellation policies for international users, and many Filipinos report silence after they request account closure. Stopee exists to change this-to give you transparent, step-by-step guidance so you do not have to guess.

Refunds are a second problem. If your last deposit came through Western Union or mail, Securus sends your refund by U.S. Postal Service check. That check must arrive at a Philippine address, and takes 2 to 3 weeks after closure. You need screenshots and proof from day one to make that claim stick.

Your rights as a consumer in the philippines

Consumer act of the philippines and what it means for securus cancellations

The Consumer Act of the Philippines (Republic Act No. 7394) protects you against unfair or deceptive business practices. This law covers refunds, cancellations, and billing disputes. Under the Act, if Securus fails to honor a valid cancellation request or withholds a refund you are entitled to, you can escalate to the Department of Trade and Industry (DTI).

Key protections for you: the law prohibits automatic billing without your explicit, informed consent; it requires clear disclosure of refund terms before you pay; and it empowers you to cancel contracts without penalty if the terms were not properly disclosed. If Securus charges you after you cancel, or denies a refund you clearly earned, the DTI Consumer Assistance Center will hear your complaint at no cost.

What happens if securus refuses to refund or cancels poorly

If you close your account and Securus does not process your refund within 30 days, or claims they have no record of your closure request, file a formal complaint with the DTI at dti.gov.ph or visit your nearest DTI office. Bring screenshots of your account, email records, call logs, and proof of your cancellation request. The DTI takes prepaid account disputes seriously, especially when international operators blur responsibility.

Stopee advises you to document everything in writing. A screenshot of your account balance today, your cancellation request email tomorrow, and your refund confirmation the day after build an unshakeable record. If Securus later claims they never saw your request, you have proof.

How to cancel your securus account step by step

Before you cancel: critical account checks

Many people cancel and then regret it because they lost proof they needed for a refund fight. Log into your Securus account right now and take screenshots of the following:

• Your account name and inmate number (if applicable)
• Your current AdvanceConnect balance in PHP or the currency displayed
• Your registered payment method (the card or account you last used to fund the prepaid balance)
• The date of your last deposit
• Whether AutoPay or TextPay is active (yes or no)
• Your mailing address as it appears in your profile settings

Pro tip: If your address in the Securus account is outdated or incorrect, update it now before you cancel. Securus sends refund checks to the address on file, and a wrong address in the Philippines means your check arrives nowhere.

Warning: Do not cancel your account until you have these screenshots saved to your phone and emailed to yourself. You cannot retrieve them after closure.

Cancellation method 1: self-service through your online account

If you funded your account using a credit card, debit card, or bank transfer tied to your registered login, the fastest path is online account closure.

1. Visit the Securus login page at securustech.net (or the app if you use mobile)
2. Sign in with your username and password
3. Look for "My Account" or "Account Settings" in the menu
4. Select "Manage Prepaid Account" or "AdvanceConnect Settings"
5. Choose "Close Account" or "Request Account Closure"
6. Follow the on-screen instructions and confirm your closure request
   • Securus will show you your current balance and ask how you want to handle any remaining funds
   • Select "Refund to original payment method" if available
   • If that option is not available, note the check mailing address that appears on screen
7. Take a screenshot of your closure confirmation and the reference number
8. Email this confirmation to your own inbox as a backup

If the system generates a confirmation page, save the entire page as a PDF. This becomes your receipt if Securus later claims they have no record of your request.

Cancellation method 2: email request to securus support

If you cannot reach the online closure tool, or if you funded your account through Western Union or MoneyGram, contact Securus by email. This method creates a written trail.

1. Open your email and compose a new message to support@securustech.net
2. In the subject line, write: "Account Closure Request - [Your Account Name]"
3. In the email body, include:
   • Your full name
   • Your Securus account username
   • Your inmate number (if applicable)
   • Your current account balance (from your screenshot)
   • A clear statement: "I request immediate cancellation of my Securus account and a full refund of any remaining balance to [original payment method or check mailed to my address below]"
   • Your current mailing address in the Philippines
   • The date and method of your last deposit (example: "Western Union on 15 October 2024")
4. Send the email and wait for a reply within 2 to 3 business days
5. If you do not hear back after 5 days, send a follow-up email with "FOLLOW-UP:" in the subject line
6. Save all email correspondence to a folder titled "Securus Cancellation"

Pro tip: Send this email during Philippine business hours (Monday to Friday, 8 AM to 5 PM Manila time) so your request lands during Securus's U.S. morning shift. Email sent at midnight Philippine time waits until the next day.

Cancellation method 3: phone request via international line

If you prefer to speak with someone, call the Securus Customer Service line at +1 972-734-1111. This is open 24/7, but be aware of the 12-hour time difference between Manila and Dallas.

1. Call +1 972-734-1111 from your phone (expect international charges unless you have a calling plan)
2. When the automated system answers, select the language and follow prompts to reach a representative
3. Tell the representative: "I want to close my Securus account and request a refund of my remaining balance"
4. Have your account details ready (username, inmate number, current balance)
5. Ask the representative to confirm your request will be processed and ask for a reference or confirmation number
6. Write down the representative's name, the date, the time you called, and the confirmation number
7. After the call, send an email to support@securustech.net confirming the phone call details and your closure request so you have written proof

Warning: Phone-only cancellations create no automatic record. Securus has no obligation to honor a verbal request unless you follow up with email. Always send written confirmation after a phone call.

Cancellation method 4: disable AutoPay or TextPay first (critical step)

Before you request full account closure, turn off recurring billing. If you do not do this, Securus may charge you again at the next billing cycle, even if your closure request is in progress.

1. Log into your account at securustech.net
2. Go to "My Account" or "Settings"
3. Find "AutoPay Settings" or "TextPay Settings"
4. Toggle the setting to "Off" or "Disable"
5. If you see an option to "Confirm Cancellation," click it
6. Take a screenshot showing the off status
7. Wait at least 24 hours to confirm no charge appears on your payment method
8. Then request full account closure using method 1, 2, or 3 above

This two-step approach (disable recurring, then close account) prevents accidental recharges while your closure request is pending.

Understanding securus refund timelines and payment methods

How long refunds actually take

Refund speed depends entirely on your original deposit method. Stopee has collected reports from dozens of Filipino users, and the data is clear:

The longest refunds come from Western Union or MoneyGram because Securus must issue a check and rely on international mail. If you deposited via Western Union and never received a refund after 25 days, escalate to the DTI and provide your Western Union receipt.

Refund claims if securus says they cannot refund

Securus sometimes claims that refunds are "non-refundable" if you have not used the service. This is not automatically true under Philippine law. The Consumer Act of the Philippines requires refunds for unused prepaid services if the terms were not clearly disclosed before payment.

If Securus denies your refund claim, respond to them in writing with this statement: "Under the Consumer Act of the Philippines (RA 7394), I am entitled to a refund of my unused prepaid balance. I request a full refund within 14 days." Send this by email to support@securustech.net and cc yourself.

If Securus still refuses after 14 days, file a complaint with the DTI at dti.gov.ph or your regional DTI office. Bring your screenshots, cancellation email, and proof of payment.

What to do after your securus account closes

Monitor your payment method for unexpected charges

It is heartbreaking when you cancel, think you are done, and then see another charge appear three weeks later. This happens because AutoPay was still active, or because your closure request did not reach the right department.

For 60 days after cancellation, check your bank account and credit card statements every few days. If you spot a charge from Securus:

1. Contact your bank immediately and report it as unauthorized
2. Provide your bank with your cancellation confirmation number and the date you cancelled
3. Ask your bank to reverse the charge (this is called a "chargeback" or "dispute")
4. Email Securus at support@securustech.net with the subject "Unauthorized Charge After Account Closure" and include your cancellation confirmation
5. Save copies of all correspondence

Pro tip: Set a phone reminder for 30 days after cancellation to review your statements one more time. Catching unauthorized charges early makes reversals faster.

Expect your refund on this timeline

Create a simple tracker on your phone or in a notebook:

• Date of cancellation request: [write it]
• Amount owed: [write it]
• Original deposit method: [write it]
• Expected refund date: [add 10 days for card, 14 days for bank, 21 days for check]
• Action date: [if no refund by expected date, contact Securus or DTI]

If the refund does not appear by the expected date, send a follow-up email to support@securustech.net with your cancellation reference number and ask for a status update.

Common cancellation mistakes and how to avoid them

Mistakes that cost you time and money

Cancellation frustration often comes not from Securus being malicious, but from users skipping one crucial step. You deserve better than that, which is why Stopee is here.

Mistake 1: You cancel without documenting your balance first. Take screenshots of your account balance, your last deposit date, and your payment method before you cancel. Securus can see this data too, but only while your account exists. After closure, you have no proof of what you owned.

Mistake 2: You close your account before disabling AutoPay. If recurring billing is still active, Securus will charge you at the next cycle. Disable AutoPay and TextPay first, then close the account 24 hours later.

Mistake 3: You assume verbal cancellation counts as proof. If you call Securus and ask them to close your account, they may tell you it is done-but without a written confirmation, they can later claim they have no record. Always follow up a phone call with an email.

Mistake 4: Your address in the account is wrong. If your last deposit was via Western Union and Securus owes you a check, that check goes to the address on file. A wrong address means your refund is lost. Fix your address before closing.

Mistake 5: You cancel during a weekend or holiday. Securus is U.S.-based and does not process requests on U.S. holidays or weekends. Send cancellation emails on a Tuesday to Wednesday if possible, and call during U.S. business hours.

Mistake 6: You do not follow up after 14 days. Silence does not mean approval. After two weeks with no refund or confirmation, send a follow-up email. Many cancellation requests get stuck in queues because no one remembers to chase them.

Your post-cancellation checklist

Use this checklist to track your cancellation from start to finish:

Contact information for securus and consumer escalation

How to reach securus directly

Securus has multiple contact channels. Choose the one that matches your cancellation method:

Email support: support@securustech.net (responds within 2 to 3 business days)

Phone support: +1 972-734-1111 (international line; 24/7 but account to Philippine time difference)

Physical mailing address (if sending written request): Securus Technologies, Correctional Billing Services, P.O. Box 32018, Dallas, TX 75222, USA. This address handles billing disputes and refund claims specifically.

General correspondence address: Securus Technologies, Contact Center, P.O. Box 32000, Dallas, TX 75222, USA.

Escalation: how to file a complaint if securus refuses

If Securus ignores your cancellation request or denies a refund you are entitled to, escalate to the Department of Trade and Industry (DTI) Philippines. The DTI is your consumer protection agency, and they take telecommunications and billing disputes seriously.

DTI Consumer Assistance Center: Visit dti.gov.ph or call 1-388 (landline toll-free) or +63 2 8361-2676 (mobile-friendly)

What to bring when you file:

• Screenshots of your Securus account (balance, payment method, cancellation date)
• Copy of your cancellation request email or phone confirmation details
• Proof of payment (bank statement or Western Union receipt)
• Copies of all email correspondence with Securus
• Your identification (Philippine ID, passport, or driver's license)

The DTI will contact Securus on your behalf and demand a response within 10 days. If Securus does not comply, the DTI can issue a cease-and-desist order or fine. This process is free.

Summary: your path forward

Cancelling Securus should not feel like an obstacle course. You have already funded calls to people you love, and now you just want clarity and your money back. Stopee believes you deserve both, and we have built this guide to make sure you get them.

Here is what you now know:

You have four ways to cancel: online account closure (fastest), email (most documented), phone (immediate but needs follow-up), and mail (slowest but creates a paper trail). Disable AutoPay first. Screenshot your balance before closing. Follow up after 14 days if you hear nothing. If Securus refuses to refund you, the Consumer Act of the Philippines and the DTI are your leverage.

Refunds take 5 to 21 days depending on your deposit method. Card refunds are quickest. Western Union checks take longest because they travel by international mail. Monitor your bank account for 60 days after cancellation to catch stray charges.

Most importantly, document everything. Securus operates in another time zone, but you operate in the Philippines. The DTI is here, the Consumer Act protects you, and your screenshots are evidence.

Stopee has helped thousands of consumers cancel services just like this one. We exist to turn confusion into clarity, frustration into action, and waiting into results. If you follow the steps in this guide, your Securus cancellation will close without drama, your refund will appear, and you will move forward with confidence. You deserve that.