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 a stamp appears to have been used.

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 delivery result is unclear, 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 your account and add the person you are sponsoring using their exact legal name, correctional ID, facility, and state.
3. Transfer credits to them. Check the balance and transfer deliberately -- buying credits does not assign them to anyone on its own.
4. We add them as a Securus contact and send them a welcome message explaining how to use the service. We never store your Securus password on our servers and never bypass CAPTCHA or multi-factor prompts.
5. They reply with one clear request. We work out what they are asking for, check it against their balance, do the work, and send the result back to them. Credits are charged only after the work succeeds.

What they can ask for

• HELP asks for the welcome guide again — the whole manual, resent at the cost of the stamp that carries it.
• Looking something up costs 15 credits.
• Document drafting costs 30 credits. Changing a document they already have costs the same as a new one.
• Public social reading and screenshots cost 15 credits.
• Creating a picture, or changing one we already sent, costs 25 credits.
• Every price above already includes delivering the result to them. Sending it on to other people costs 15 credits for the first person and 5 for each additional, up to 5 emails and 5 texts.
• Saving contacts to their address book costs 5 credits, an account ledger costs 5, and a special request for a human to read costs 5.
• Inviting someone to join and fund them is free. A written confirmation that the invites went out costs 5 credits.
• They can say reply stamps on and we will include a paid reply stamp with every answer, so they can always write back. That adds 5 credits per answer; reply stamps off stops it.

Removing someone, and what happens to credits

Removing someone stops any new work for them and returns their unspent credits to your account, ready to assign again. Your payment, message and delivery records are kept rather than quietly deleted, so a billing question can always be answered.

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 25 Outside Access credits, and that price already includes delivering it.

• We pick the image service and model for you. Outside Access never receives or stores credentials for it.
• The generated file is checked, converted to a delivery-safe JPEG, tracked to the request, and labelled with its own reference — the letter A and a number, like A3, printed in the top-left corner of the picture.
• We pay the image service ourselves. Your credits are what you buy from us, and they are not affected by what it costs us.
• Changing a picture we already sent costs 25 credits too. Give us its label and say what to change — “edit A3, make the sky purple” — and there is no need to describe the whole picture again.

Privacy Policy · Terms of Service