Complete step-by-step guide to downloading the app, registering your account and making your first video call with your loved one in custody.
Welcome to Purple Visits. We understand how important it is to stay connected with your loved ones and we’ve designed our service to make video calls with people in custody as simple and straightforward as possible.
Purple Visits lets you have face-to-face video conversations with your family member or friend from the comfort of your home. Most establishments offer 2 free video calls per month and the entire setup process typically takes a few days (mainly due to ID verification).
Purple Visits is a secure prison video calling service that allows families and friends to have video calls with people in custody across the UK. Creating a Purple Visits account, completing ID verification, adding a prison contact and booking a video call can all be done through the Purple Visits mobile app available for iPhone and Android devices.
Before you get started, it’s helpful to have a few things ready. You’ll need valid government-issued photo ID like a passport, driving licence or CitizenCard. You’ll also need proof of address from the last 3 months - a utility bill or bank statement works perfectly. The full list is in What ID do I need?
Make sure you know your contact’s prison number (sometimes called their prisoner number or NOMIS number) and which facility they’re in. Oh and have an email address handy that you check regularly, as we’ll send you important notifications about your calls there.
If you don’t have photo ID right now, don’t worry - you can apply for a CitizenCard online at www.citizencard.com, which typically arrives within 2 weeks.
Purple Visits is a free mobile app available for both iPhone and Android. Head to the iOS App Store if you’re on iPhone or Google Play Store if you’re on Android.
The app itself is completely free to download. At prisons in England and Wales the Ministry of Justice funds up to 60 minutes a month of free video calls, subject to availability, and families are never charged; at La Moye (Jersey) and Isle of Man families pay per call instead, with the price shown in the app.
This takes: About 2-3 minutes
Once you’ve got the app installed, you’ll create your Purple Visits account. This is straightforward, but there’s one really important thing to remember: enter your personal details exactly as they appear on your photo ID. Even small differences like missing middle names or slight spelling variations can delay your verification and nobody wants that.
You’ll provide your full legal name, date of birth, address, email address, phone number and create a secure password. Right after you finish, you’ll get a verification email - just click the link or enter the code to confirm your email address.
If you want more detailed step-by-step guidance, we’ve got a full guide on creating your account.
This takes: About 5 minutes
Identity verification is a security requirement that protects everyone using the service. It ensures that only authorised family and friends can connect with people in custody, which is really important for everyone’s safety.
You’ll upload photos of your photo ID (passport, driving licence or CitizenCard) and your proof of address document. Make sure the photos are clear and all the text is readable - it’ll save you time later.
Most verifications are completed within 24 hours, though it can take up to 48 hours. You’ll get an email as soon as your identity has been verified. One quick tip: don’t update your account details while verification is in progress, as this will restart the whole process.
Not sure which documents count? See What ID do I need? Need help getting your documents photographed properly? Check out our detailed guide on verifying your identity.
This takes: About 10 minutes to upload documents, then up to 48 hours for review
A “contact” is the person in custody you want to have video calls with. You can add multiple contacts if you have loved ones in different facilities, which is really helpful for families.
You’ll need your contact’s full name, their prison or hospital number and the name of the establishment they’re in. This information helps ensure you’re connected with the right person.
For more detailed guidance on this step, take a look at our full guide on adding a contact.
This takes: About 5 minutes
Once your identity is verified, you’re ready to request your first video call! This is the exciting part.
There are two ways calls can be initiated, depending on the establishment’s policy. Either you can request a call by choosing an available time slot and sending a request or your contact can request a call and invite you. Which method is available depends on the facility - you can check your contact’s establishment page to see how their facility operates.
Most establishments give up to 60 free minutes a month (this is Ministry of Justice policy), subject to availability, and calls are typically 30 minutes long, though some facilities offer 60-minute calls. You’ll need to book with advance notice - usually 2-5 days depending on the facility - so plan ahead. Available time slots vary by establishment and you’ll see them all in the app.
For everything you need to know about booking calls, check out our full guide on requesting a video call.
From creating your account to having your first video call typically takes a few days. Here’s how it breaks down:
Account creation and email verification are both instant. Identity verification usually takes up to 48 hours (though it’s often completed within 24 hours). Adding your contact instant and then booking your call depends on available slots and how far in advance you need to book for that establishment.
What if my contact’s prison isn’t listed? Check our complete list of establishments that use Purple Visits. If their facility isn’t there, contact the prison directly to ask about video call availability and whether they use Purple Visits.
Can I add multiple contacts? Absolutely! You can have video calls with multiple people in custody, even if they’re in different establishments. Just add each person as a separate contact in the app.
Do I need to pay for calls? Not at prisons in England and Wales: the MoJ funds up to 60 minutes a month per contact (usually two 30-minute calls, or one 60-minute call at some), subject to availability, and some prisons offer extra calls at their discretion. Families with someone at La Moye (Jersey) or Isle of Man pay per call, with no monthly limit; Rampton Hospital calls are funded by the NHS.
Can I use Purple Visits on a tablet or computer? Purple Visits is designed as a mobile app for smartphones. While you might be able to install it on some tablets, we recommend using a smartphone for the best experience. The app isn’t currently available for desktop computers.
Here’s your quick action plan:
First, download the app from the iOS App Store or Google Play Store. Then create your account (takes about 5 minutes), verify your identity by uploading your ID documents and add your contact with their prison number and establishment.
Have questions? Check our Frequently Asked Questions or contact our support team - we’re here to help make this as smooth as possible for you.
Want to get ahead and prepare for your first call? Take a look at our guide on preparing for your video call.