Account
Delete your SecureVisit account
Family account holders can start account deletion themselves, in the mobile app or on the web portal.
This page applies to family accounts. Facility staff and resident accounts are managed by the facility.
How to request deletion
- Sign in to your family account on the web portal, or open the SecureVisit mobile app.
- Go to your account page (on the web: Account; in the app: the Account tab).
- Choose the delete option and confirm. In the app you’ll be asked to re-enter your password.
Can’t sign in? Contact support at [Support email: to be confirmed].
What happens next
- 30-day grace period. Your account stays usable, and you can cancel by signing in and choosing “Keep my account.”
- After 30 days the account is erased automatically, as described below.
What is removed or anonymized
- Uploaded government ID photos are deleted.
- Your sign-in is disabled, and your name, email address, and phone number are replaced with placeholders.
- Push notification tokens and resident lookup data tied to your account are deleted.
- Your approved contacts are blocked.
What a facility may retain
Because SecureVisit is used by correctional facilities, some records are kept even after your account is erased:
- Messages and video visit records remain as facility records. Your name is shown as “Deleted user.”
- Audit log entries, including a record of the erasure itself.
- Financial ledger entries, if payments are enabled.
- Resident-side details typed into connection requests, such as the resident’s name and booking number.
How long a facility keeps these records is set by that facility and by law. [Retention periods to be confirmed by owner and legal review]
Account balance
If payments are enabled for your facility and you have a positive balance when the account is erased, the balance is forfeited, and you’re warned before you submit the request. [Balance forfeiture rule awaiting owner and legal confirmation]
Related: Privacy policy (draft) · Support