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SecureVisit support
Answers for families using SecureVisit. Remember that facilities control access, approvals, and visit availability.
Common questions
I can’t sign in to my family account
Check that you’re using the email you registered with, and try the sign-in page again. If your account has a pending deletion request, signing in lets you cancel it during the grace period. See the account deletion page.
My connection request is still pending
Facility staff review each request, and how quickly they do so is up to the facility. SecureVisit can’t approve requests on a facility’s behalf. Make sure the resident details and ID photo you submitted are clear and complete.
My request was rejected
Facility staff decide whether to approve a connection. For questions about a specific decision, contact the facility directly.
I can’t send messages
Messaging is available only after the facility approves your connection, and is subject to the facility’s policies and moderation settings. Messages may be reviewed by facility staff.
I can’t schedule or join a video visit
Visits can be requested only during times the facility has made available, and each request must be approved by facility staff. Use a current browser or the mobile app, and allow camera and microphone access when asked. Staff can end a visit in progress.
I’m not seeing my facility
Not every facility participates in SecureVisit. If you don’t see yours, it may not be using the platform.
Facility-controlled access
SecureVisit provides the platform, and each facility decides who may connect with its residents, which communication is allowed, and when visits take place. SecureVisit support can help with how the app works, but can’t override a facility’s decision.