Prison Video Guide
A guide to Prison Video for prisoners’ families and significant others.
Download
Get started with secure video calls
You will need:
- a mobile phone or tablet;
- an account with Prison Video or Purple Visits app (You can check which app you need on gov.uk's prison pages);
- names and dates of birth for anyone who wants to be on the call;
- a valid passport, driver’s license or another government-issued photographic ID for anyone on the call over 18;
- prisoner's name and prisoner number, their date of birth and the prison name.
Do you have any questions or need advice about setting up secure video calls? Contact our Secure Video Calls Coordinator.
How secure video calls are booked
Before you book:
- check your details are registered and approved on the app
- check your contact's (person in prison) details are registered and approved
- confirm whether call booking is prison-led or family-led (you can find this information on gov.uk's prison pages)
Prisons book secure video calls in one of two ways:
Prison-led booking
You must complete the steps above before you can book your call. Once you and your contact's details are registered and approved, the person in prison must book the call.
The prisoner will likely need to complete an application (paper or electronic) and should be able to speak to their wing staff for clarification. You will receive a notification when a call has been confirmed.
It is important to note that secure video calls are not confirmed until the prison approves. 'Pending' requests are not confirmed and will not take place until approved. Both Prison Video and Purple Visits tell you whether the call is 'approved' or 'pending approval'.
Family-led booking
You must complete the steps above before you can book your call. Once you and your contact's details are registered and approved, you can request your video call through the app. You will find this in the 'Schedule' tab on Prison Video and the 'Request Video Call' tab on Purple Visits. You will receive a notification when a call has been confirmed.
It is important to note that secure video calls are not confirmed until the prison approves. 'Pending' requests are not confirmed and will not take place until approved. Both Prison Video and Purple Visits tell you whether the call is 'approved' or 'pending approval'.
Frequently asked questions
Are you struggling with secure video calls? Here are some frequently asked questions about using the service.
Who do I speak to if I have problems logging into my app?
Both Prison Video and Purple Visits have dedicated customer service teams. Their contact details are on their website: