How to Switch from ViaPath to Securus and Request a ViaPath Refund (for CDCR families)

CDCR is switching communication services from ViaPath to Securus. For families, this means you'll likely need to set up an account with a different provider as your loved one's facility makes the change.

Create your Securus account before your loved one's facility transitions. You can receive free telephone calls without an online account, but you'll need one once videocalls and electronic messaging become available.

Don't wait until you're trying to use a new feature. Set up your Securus account ahead of time, and you'll be ready to go the moment services turn on at your loved one's facility.

Head to the Securus website or download the Securus mobile app and follow the registration prompts. Once you're set up, save your login info somewhere safe so you can sign in quickly when your loved one's facility transitions.

• ✓ An email address you can access (for sign-in and account messages)
• ✓ Your phone number (if the sign-up flow asks to confirm it)
• ✓ Basic information you use to identify your loved one in the system (for example, name and facility)
• ✓ A payment method if you plan to add funds for paid services when they become available
• ✓ Your username/password stored securely so you do not get locked out later

Have an unused ViaPath balance? Submit your refund request through ViaPath's help website (the ConnectNetwork help page). This routes your request to the right support channel for ViaPath accounts.

• ✓ The email/username on your ViaPath (ConnectNetwork) account
• ✓ Any recent ViaPath transaction details you have (amounts and dates)
• ✓ The name of the person you were funding (and any identifying details shown in your ViaPath account)
• ✓ A note of what you believe your unused balance is
• ✓ Screenshots or confirmation emails (helpful if support asks you to document the balance)

Securus will handle telephone calls, videocalls, and electronic messages for CDCR facilities starting in September. On the messaging side, you'll be able to send messages and photos, plus extras like eCards and video clips to share everyday updates once electronic messaging goes live at your loved one's facility.

Quick Checklist

• ✓ Create your Securus account now (before your loved one’s facility transitions)
• ✓ Save your Securus login information somewhere secure
• ✓ If you have unused ViaPath funds, request a refund through ViaPath’s ConnectNetwork help website
• ✓ If you are waiting on video or e-messaging, remember those will require your Securus online account

For official updates on the ViaPath-to-Securus switch, check CDCR's transition information. For refunds, use ViaPath's ConnectNetwork help website. For account setup, use Securus' official sign-up options (website or mobile app) and create your account before your loved one's facility transitions.