//cspell: ignore startbootstrap Huntercombe appstore playstore Prison Video
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Stay connected with secure video calls.

Ground-breaking video calls across England and Wales from the award-winning social venture behind Prison Voicemail.

"It's the first time I have heard my children read. Being able to be here for them via video calls has made such a difference for my wife, kids, and myself."

★★★★★

MC - HMP Huntercombe

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How to get started
Appstore search for prison video

1. Install the app

Search for "Prison Video" in the App Store or Google Play store, or click the link on this page.

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2. Add your details

Follow the in-app instructions and upload your details and required photos for you and any others wishing to take part in your calls.

Prison Video call scheduler

3. Follow the appropriate booking process

Some prisons will let you request calls through the app and others will require the person in prison to request a call first.

FAQs
Additional participants
Can I add additional participants to a video call after it has been scheduled?

No, additional participants cannot be added to a video call after it has already been scheduled. Only the approved participants on the call list are allowed to be present during the video call. The presence of any other unapproved individuals may disrupt your video call.

Can children take part in video calls?

Yes, all children under the age of 18 can join a call if they are registered as extra participants in your Prison Video account and approved by prison staff on the call list. This means you will need to add details of the children who wish to take part in the video calls, and a clear photo of each child’s face. No ID is required for children unless requested by the prison.

Can pets take part in video calls?

Of course! All furry (and/or non-furry) friends are welcome to appear alongside you during video calls. They do not need to be registered as additional participants, or have their own account.

Call booking and upcoming calls
Can you book, change or amend my video call appointment for me?

No, video calls are managed by the prison, and we cannot book, change or amend a video call or video call details. You can reject a scheduled video call via the app.

Does the account holder have to be present during a call?

Yes, the account holder must be present during a call and all participants need to be in the same location.

How do I book video calls?

The process for booking video calls is dependent on the establishment, some prisons require you to contact them directly, some require the prisoner to book on your behalf, and others accept bookings made via the app.

How do I cancel my video call appointment?

You can cancel a video call appointment by clicking on the call details on the Schedule page of your app.

I am overseas, what is the time of my video call?

UK Prisons operate in their local time (GMT/BST). The time of your video call appointment will be shown within the app in your local time zone.

The prisoner has moved establishments, will my call still go ahead?

In most cases, video call appointments are not transferred to the new establishment.

The prisoner has told me I have a call but it is not shown on my schedule, what do I do?

All of your scheduled video calls will be shown within the app when they have been approved by the prison, and you will be notified when new video calls are added to your schedule. The prisoner may have applied for a video call but it will not show on your schedule until it has been approved by the prison.

Where can I find my call details?

Call details can be found via the Schedule on your app.

Why do my video call appointment requests keep getting rejected?

The booking of video calls is entirely down to the individual prisons, we cannot be sure as to what the reason for these rejections is.

General
Can I take my video call when I am not at home?

It is not advisable to take video calls when you are in a public space. The presence of strangers and individuals who are not approved on the video call list can cause disruption to your call. Additionally, taking calls in public or in moving vehicles can make your internet connection unreliable which will disrupt your call.

Do video calls effect the number of Face-to-Face visits we are allowed?

No, video calls are separate to in person visits.

How many calls does the prisoner have?

The number of calls the prisoner is allowed each month is dependent on the prison.

I don’t have a mobile phone; can I still use this service?

Yes. The service will work on most modern tablets running Android or iOS. When registering for the service please put in your landline phone number when it asks for your mobile number. Our service does not support registrations on PC or laptop.

What happens if I lose connection during a video call?

We at Prison Video are not able to help with the reconnection of an ongoing video call as the service is operated by prison staff.

My account and registration
Can I change my face photo/selfie after it has been approved?

No, but don’t worry, face photos are only used for in call identity verification and will not be seen by the prisoner before, during, or after a video call.

How can I delete my account?

You can delete your account via your Prison Video App, click on ‘More’ > ‘Settings’ > ‘Delete Account’. Alternatively, you can reach out to us on support@prisonvideo.com

How do I change my personal details? E.g., mobile number, address, name

Please reach out to us at support@prisonvideo.com so that we can support you in updating your personal details. Please include your mobile number (old and new if applicable), name on registration, prisoner name and prisoner location when doing so.

How long does it take for my face photo and/or ID to be approved?

In most cases, face photos and/or ID will be approved within 2 working days. You will be notified via the app when a face photo/ID is either approved or rejected.

I don’t have photo ID, what should I do?

Photo ID is required for registration, and we cannot accept any form of ID that is not an accepted form of ID. Accepted forms of ID include driver’s license, passport, national identity card, residence permit, and Citizen Card PASS card.

My face photo keeps getting rejected, what should I do?

Please make sure your head is straight and your face is looking directly at the camera. Use the on-screen guides to help you. If you are still having difficulties, please contact our support team by calling us on (+44)1666333760 (does not receive texts) or emailing us at support@prisonvideo.com.

Why are the prisoner’s details still pending?

Prisoner details are processed by the individual prisons, how long this may take is entirely dependent on the establishment and outside of our control. You will be notified via the app when a prisoner’s details are either approved or rejected.

Contact Us

Phone: +44(0)1666 333760

Email: support@prisonvideo.com

Address: 1-2, The Old Church, St. Matthews Road, Norwich NR1 1SP

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