Outside Access support

Include in a support request

• The sponsor account email address.
• A short description of what happened and when.
• The request or delivery reference, if one is shown.
• Whether any Securus stamp appears to have been charged.

Do not send secrets

Never send a password, one-time code, PIN, full payment-card number, API key, or private signing key. Outside Access support does not need those values to investigate a problem.

Delivery safety

If a Securus delivery result is uncertain, report it once and do not ask for an immediate retry. The service preserves uncertain sends for review to avoid duplicate messages or duplicate stamp use.

Family sponsor setup

1. Buy a one-time credit pack and activate the sponsor account.
2. Open the sponsor account and add the resident using their exact legal name, correctional ID, facility, and state.
3. Assign credits to that resident. Review the balance and transfer rather than assuming a purchase has already been allocated.
4. The signed browser bridge adds the Securus contact and sends the resident a welcome message. It never stores the Securus password on the Outside Access server and never bypasses CAPTCHA or MFA.
5. The resident replies with one clear request. Supported requests are classified, checked against the assigned balance, completed, charged after successful processing, and returned through Securus.

Resident commands

• HELP asks for the welcome guide again.
• Research requests cost 15 credits plus Securus delivery stamps.
• Document drafting costs 15 credits plus Securus delivery stamps.
• Public social reading costs 5 credits, or 10 with public images, plus Securus delivery stamps.
• Each Securus stamp costs 5 credits. A text uses one stamp and each attached image uses another.

Resident removal and credit safety

Archiving a resident stops new processing and returns their unspent assigned credits to the sponsor's unassigned balance. Financial, message, and delivery audit records are retained instead of being silently deleted.

Creating an image

Send one clear request describing the subject, style, colors, layout, and any exact words you want in the picture. A new image costs 20 Outside Access credits, plus the normal Securus delivery charge shown before work begins.

• AI Hub chooses the eligible image provider and model; Outside Access never receives or stores provider credentials.
• The generated file is checked, converted to a delivery-safe JPEG, tracked to the request, and attached with an IMG reference.
• Provider cost is paid and audited by ASL. Your Outside Access credits are a separate product entitlement.
• Editing an existing image requires inbound media to pass ownership, safety and isolation checks and the service to explicitly enable that capability.

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