Did you know that you can have a video call with someone in prison? Every prisoner is allowed at least one secure social video call per month.

To have a video call with a prisoner in England and Wales, you need to use a smartphone or tablet device installed with one of these apps:

• Prison Video for public sector prisons 
• Purple Visits for private sector prisons 

Details of which prisons use each service are listed below. Both apps are available to download from the Apple App Store, Google Play Store, or equivalent app stores outside the UK.

Refer to the Prison Video user guide for step-by-step instructions on how to use Prison Video. Information about Purple Visits is on the Purple Visits website.

Both video calling providers work to HMPPS' security standards and to protect your information.

Video calling is just one way that you can stay in touch with people in prison, as well as face-to-face visits, phone calls, Prison Voicemail, and Email a Prisoner.

How can I book a secure social video call?

For some prisons, you can request calls in the app. In other prisons, the prisoner must request the call and staff will book it. You will be notified when your video call has been booked.

Please note that who is allowed a video call with a prisoner is decided by the prison, not by Prison Video or Purple Visits.

What can I expect to happen on a secure social video call?

You will receive a reminder notification before the scheduled call starts. You should open the app on time or just before. The call will start when all parties are connected, and it will finish at the scheduled time.

The AI (artificial intelligence) system will check the identities of everyone on the call to make sure they have been approved by the prison to take part.

The call will be paused automatically if the system cannot recognise the participants or if it detects inappropriate clothing, potential nudity, and any attempts to take screenshots or to record the call.

The call will usually resume once the issue has been resolved, for example when an unidentified participant has left.

Do I have to pay for secure social video calls?

No. Social video calls are currently free.

How many secure social video calls can a prisoner have?

Prisoners are allowed one 60-minute call or two 30-minute calls per month, depending on the prison. Governors may allow additional calls for wellbeing reasons and in exceptional circumstances.

Can anyone else join me on a secure social video call with a prisoner?

Yes. Any additional participants should be named when a video call is requested. To be permitted to join a call, additional participants must be registered in your account, approved by the prison, and then added to the confirmed participants list for the call.

Can children join a secure social video call?

Yes, children can join a social video call, subject to the registration and approval process described above. You will need to add their details and a clear photo of each child’s face, looking straight at the camera. No other ID is required for children unless requested by the prison.

What are the rules for secure social video calls?

You will need to follow the usual prison rules on clothing and behaviour.

• Do not take screenshots or photos of the call
• Do not record the call in any way
• Only approved contacts are allowed on the call
• The account holder must always be present during the call
• All video calls are recorded for security and public safety purposes. Staff may watch or listen to them.

What should I do if the video call quality is bad?

• Make sure you have the latest version of the app installed before your call start time. Update the app if prompted.
• Make sure you have good light so the system can recognise faces. Turn to face the light instead of having your back to it.
• Avoid sitting in front of photos of people as they may disrupt the AI system.
• Stay in one place where your mobile signal or internet connection is strongest.
• Do not have video calls in moving vehicles or out in public.
• Find out if Wi-Fi or mobile data works better for you and use the more stable connection. A 30-minute call should use less than 100MB of data.
• Use headphones to help improve sound quality.

What should I do if the video call pauses?

• Try to stay still as too much movement can make the call pause.
• If the call pauses after a participant looks away from the camera, turn to face the camera again and the call should un-pause
• Look square on at the camera and stay still for a moment. This will help the system recognise you.
• Try passing the phone or tablet to each person instead of trying to squeeze everyone onto the screen.
• Turn on lights and make sure everyone's face is well-lit.
• Remove any photos of people from the background.
• Make sure everyone on the call is appropriately dressed.

Can I have a video call if do not have a mobile phone?

Yes, you can use an iPad or other tablet device. You cannot use a PC or laptop.

Which prisons use Prison Video?

Most prisons in England and Wales use Prison Video as they are public sector prisons.

Which prisons use Purple Visits?

The prisons that use Purple Visits are:

• Altcourse
• Ashfield
• Bronzefield
• Doncaster
• Dovegate
• Five Wells
• Fosse Way
• Forest Bank
• Millsike
• Northumberland
• Oakwood
• Parc
• Peterborough
• Rye Hill
• Thameside

Page last reviewed: 7 November 2025