Get ready for a prison video call: device requirements, internet, lighting, background, who can be in the room and what to expect on the day.
Proper preparation makes all the difference in having a smooth, uninterrupted video call with your loved one in prison, a secure hospital or a secure training centre. We’ve created this comprehensive guide to help you get everything ready, so you can focus entirely on your time together.
Before your call, make sure your setup meets these requirements:
You’ll need a minimum of 1 Mbps upload and 2 Mbps download speed for your call, though we recommend 5+ Mbps for the best quality. WiFi is strongly recommended over mobile data (4G/5G) because it provides a much more stable connection. You can test your speed at speedtest.net before your call.
WiFi is better because it offers a more stable connection with less fluctuation, there’s no risk of using up your mobile data allowance, it generally provides faster speeds and it’s less likely to drop during the call.
If you must use mobile data, make sure you have strong signal strength showing full bars. Check that you have sufficient data allowance for a 30-60 minute video call, position yourself near a window for better signal and be aware that calls may be less stable than on WiFi.
For iOS devices, you’ll need an iPhone 11 or newer or an iPad (5th generation or newer). We recommend having the latest iOS version and ensuring your Purple Visits app is updated to the latest version.
For Android devices, you’ll need Android 12 or newer on a device with sufficient RAM and processing power (mid-range phones from 2020 onwards work well). We recommend having the latest Android security patches and ensuring your Purple Visits app is updated to the latest version.
To check your device compatibility, open Settings then go to About Phone or About Device, verify your operating system version and update if needed before your call.
Charge your device to 100% before the call, but even better is to keep it plugged in throughout. Video calls drain battery quickly because your camera, screen and internet connection are all active at once. You don’t want your call interrupted by a dead battery, so keeping it plugged in gives you complete peace of mind.
Update the Purple Visits app to the latest version by checking for updates in the App Store (iOS) or Google Play (Android). Log in and verify your account works properly, then check that your upcoming call appears in your bookings section.
Place your device on a stable surface like a table, desk or shelf. Don’t hold your device for the entire call as it’s tiring and causes shaky video. Use a phone or tablet stand if you have one available or you can use books or a box as a makeshift stand.
Your camera should be at eye level or slightly above, not too high (which creates an unflattering angle) or too low (looking up your nose). Position the device so your face and upper body are clearly visible, leaving a little space above your head in the frame.
Sit approximately 50-70cm (20-30 inches) from the camera. You should be able to see your face and shoulders comfortably, not too close where only your face is visible or too far where it’s hard to see your features. Test your positioning using your device’s camera app beforehand to make sure everything looks right.
Good lighting is crucial for face recognition technology to work properly. Face the light source rather than having it behind you. Natural daylight from a window in front of or beside you works well. Even, diffused lighting is better than harsh direct light and you want to avoid strong shadows on your face.
There are several things you should avoid. Backlighting, where windows or lamps are behind you, creates a silhouette effect. Lighting that’s too dark means face recognition won’t work and your call will pause frequently. Too bright lighting washes out your video and makes it hard for your contact to see you clearly. Uneven lighting where one side of your face is in shadow and one side bright also causes problems.
Do a quick lighting test by opening your device’s camera app. Can you see your face clearly? Are there harsh shadows? Adjust your positioning or add or remove light sources until you look clear and natural.
Choose an appropriate background for your call. Plain is best, as solid-coloured walls work perfectly. Keep your space tidy and remove clutter from view. Choose a private location where others won’t walk through the frame and make sure there’s nothing sensitive visible like personal documents, calendars or anything you would prefer not to be seen.
Avoid busy, distracting backgrounds, other people in the frame (unless they’re approved participants), inappropriate posters or imagery, open windows showing neighbors or passersby and reflective surfaces like mirrors that might show things they shouldn’t.
Your background matters because it keeps focus on your conversation, respects privacy for both you and your contact, maintains an appropriate environment for the call and prevents accidental rule violations.
Find a quiet, private space where you won’t be interrupted. Tell others in your home about your call so they know not to disturb you. Minimize noise by turning off the TV, radio and notifications on other devices. Choose a location with privacy where you can close doors to ensure no one will overhear. Make sure you’re comfortable, as you’ll be in this spot for 30-60 minutes.
Consider these factors when choosing your location. Can others in your household hear your conversation? Will pets interrupt or make noise? Is there traffic noise from outside? Are there possible doorbell or delivery interruptions you need to plan for?
Built-in device speakers and microphones usually work fine, but we recommend headphones or earbuds for better audio quality. They reduce echo and feedback, ensure privacy if others are nearby and help you hear your contact more clearly.
Test your microphone by recording a voice memo and playing it back. You’ll want to speak at normal volume with no need to shout. Reduce background noise as much as possible and turn off fans, air conditioning or appliances if they’re noisy.
Dont forget you can also use the onscreen mute feature if the noise in the background is unavoidable.
Before your call time, make sure you have these things sorted: device fully charged or plugged in, Purple Visits app open and logged in, strong internet connection verified, quiet private space secured, good lighting confirmed, plain appropriate background set up, water or a drink nearby (for you, nincase you get thirsty), tissues handy if needed, all participants present if you’re including additional participants and all distractions removed with TV off and other devices silenced.
Dress appropriately and comfortably in clothes you’d wear for a family video chat. Avoid provocative or inappropriate clothing (think if you would be permitted to wear what you are wearing on a social visit at the establishment). Busy patterns or stripes can cause visual distortion. Don’t wear hoodies or hats that cast shadows on your face. Avoid anything with inappropriate graphics or text and don’t wear face coverings like scarves or masks as your face must be fully visible.
For hair considerations, make sure your hair doesn’t cover your face. Face recognition needs to see your full face clearly from forehead to chin. Tie back long hair if it tends to fall forward and ensure your face is fully visible.
Wearing glasses is no problem at all, just try to avoid a glare on them if facing a direct light source.
Before your call connects, you’ll be asked to take a security selfie. Only the main participant (account holder) needs to do this, not additional participants. This verifies it’s really you on the call. Learn more in our During Your Video Call guide.
For a successful selfie, you need good lighting where your face is clearly visible, your full face visible with no hair covering your face, to look directly at the camera, a neutral expression and you should remove sunglasses, hats or anything covering your face.
Purple Visits uses face recognition for security and safeguarding. It ensures only approved people are on the call, detects if someone not approved appears in frame and monitors that all participants have been approved throughout.
This means your call will pause if your face is partially covered by hair, hands or objects, if you move out of frame, if lighting is too dark or too bright, if someone unauthorised appears in frame.
Don’t worry though, this is normal. Calls resume automatically once issues are resolved. It’s designed to protect everyone involved and following this guide minimizes pausing. Read more in our During Your Video Call guide.
Be punctual and join the call up to 10 minutes early. Use this time to complete your security selfie and wait in the virtual waiting room for your contact. Remember that calls start at the scheduled time, not when you join.
Your call duration is typically 30 minutes at most establishments, though some offer 60 minutes. Check your establishment’s page for specifics. The time remaining is displayed during the call and calls end automatically when time expires.
You can discuss personal news and family updates, how you’re both doing, plans for the future and have supportive, positive conversations. Topics to avoid include specific details about the prison routine or security, other individuals in custody (unless your contact mentions them), anything that could get your contact in trouble and illegal activity.
Remember that calls are monitored for security and safeguarding, which is standard practice and protects everyone. Recording the call yourself is not allowed and screenshots are also not permitted, any attempts will see your call terminated and you could be banned from using the service in future.
Only pre-approved participants can join your calls. This includes you (the main account holder) and up to 3 additional participants you’ve added and verified, with a total maximum of 4 people on your end.
Everyone must be pre-approved through Purple Visits, have completed identity verification, be approved onto the spcific call by the establishment and follow all call guidelines. Learn more about Adding Additional Participants.
15 minutes before your call, run through these checks:
For technical setup, make sure your device is charged or plugged in, your app is updated and open, you’re logged in successfully, your WiFi connection is strong, your device is positioned on a stable surface and your camera is at eye level.
For your physical environment, confirm you have good lighting on your face, a plain appropriate background, a quiet private location, doors closed for privacy, TV and radio off and pets secured if needed.
For personal preparation, check you’re wearing appropriate clothing, your hair is away from your face, your face is clearly visible, all participants are present if applicable, you have water nearby and you have comfortable seating.
For mental preparation, make sure you’re relaxed and ready, have topics you want to discuss in mind, maintain a positive mindset and have time set aside with no rushing.
If you have technical issues before the call, run through this checklist again, restart the app, restart your device, test your internet speed, check our Technical Troubleshooting guide or contact support if needed at our Get Help page.
If you can’t complete your security selfie, improve the lighting, remove anything covering your face, look directly at the camera, ensure your full face is visible and try from a different location with better lighting if needed. Remember its only the main account holder that should be in the pre call security selfie, so double check that nobody or no pictures are in the background when you are taking the pre call security selfie.
If you’re running late, join as quickly as possible, though you may lose some of your allocated call time. If you’re more than 10 minutes late, consider cancelling to preserve your free call allocation. Learn more about Cancelling or Rescheduling.
Have conversation topics in mind, share good news and updates, ask how they’re doing, be present and engaged and stay positive throughout your call.
Video calls can be emotional and that’s completely normal. Have tissues ready if needed. It’s okay to show emotion. Focus on the gift of seeing each other and try to end on a positive note when possible.
Brief everyone beforehand on the guidelines. Take turns speaking so everyone can be heard. Ensure quieter participants get time to talk too and remind younger participants about appropriate behaviour.
Smile because it’s wonderful to see each other. Make eye contact by looking at the camera. Speak clearly and at a normal pace. Be patient if there are minor technical hiccups and remember that this time together is precious.
You’re ready for your call! Join 10 minutes early, complete your security selfie and enjoy your time together.
During your call, read our During Your Video Call guide, stay calm if the call pauses briefly and follow face recognition best practices.
If you need help, check out our Technical Troubleshooting guide, browse our Frequently Asked Questions, or Contact Support.
Remember that a little preparation goes a long way. Follow this guide and you’ll have a smooth, uninterrupted call where you can focus entirely on your loved one. We’re here to help make every call the best it can be.