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Video Visits at NCCI/Gardner: A First-Timer's Guide to Securus

Video visits at NCCI/Gardner are straightforward once you're set up—but there's one step that trips people up. You can't schedule anything until you're officially pre-approved and on your loved one's visiting list. Here's how to get through it the first time.

• 2 min read • mass.gov
Video Visits at NCCI/Gardner: A First-Timer's Guide to Securus

Video visitation is available, but you can't jump straight to scheduling. First, you need to complete the Massachusetts DOC pre-approval process and be listed on your loved one's pre-approved visiting list. Try to set up a visit in Securus before that's done? You'll hit a wall.

The pre-approved list is maintained by the institution, not Securus. Your loved one adds names to it, and it's not meant to change often - an inmate's visitor list can only be revised up to three times per year. If you're new to video visits (or were removed and need to be added back), plan ahead. Get the approval and list update handled before you try to schedule.

Once you're approved, you'll schedule through Securus. The DOC directs video visitors to create a Securus Video Visitation account online. When you register, use your legal name - the same one from your pre-approval - so your account matches what the institution has on file.

Think of it as two parts: the institution controls who's allowed to visit, and Securus is the tool for scheduling. Complete DOC pre-approval and get on the visiting list first. Then create your Securus account to book visits. If either piece is missing - approval incomplete, name not on the list, or your Securus account name doesn't match - you won't be able to schedule.

Video Visits at NCCI/Gardner: A First-Timer's Guide to Securus

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  • ✓ Test your device and connection ahead of time so you’re not troubleshooting at the start of your visit.
  • ✓ Have a valid government-issued photo ID ready at check-in (state driver’s license, passport, military ID, or an official state or federal photo ID card).
  • ✓ Make sure the name on your Securus account matches the name that was pre-approved and added to your loved one’s visiting list.

Can't schedule? Start with the most common cause: approval and list status. Check with the institution to confirm you've completed DOC pre-approval and that your name is currently on your loved one's visiting list. If the facility confirms everything looks good on their end but you're still stuck with account setup, login issues, or technical glitches, contact Securus directly - those problems are on their side.

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