The ID you need to video call someone in prison: accepted photo ID, proof of address, the CitizenCard route, ID for other people on the call and rejections.
To video call someone in prison with Purple Visits, you need three things: a photo ID, a proof of address dated within the last 3 months, and your loved one’s prison number. You upload photos of your documents in the app, once. Verification usually takes less than one working day. Everyone aged 18 or over who joins a call needs their own ID check too.
This is the same kind of check you’d go through to visit a prison in person. It’s required by the Ministry of Justice (MoJ) for all secure video calling, not just Purple Visits, and it protects the person inside from unwanted contact.
Government-issued photo ID, in your name and in date. One of:
Don’t have any of these? A CitizenCard is a government-approved photo ID card. It’s the usual route for people who don’t have a passport or driving licence. There’s a fee, and it takes time to arrive, so apply as early as you can.
One document that shows your name and current address, dated within the last 3 months:
Tip: Online bills and statements are fine. Make sure the page you photograph shows your name, your address and the date. The date is the thing people most often miss.
Not sure if your document counts? Contact support before you upload it and we’ll tell you.
Every person in prison has a prison number. It looks like A1234BC – one letter, four numbers, two letters. You’ll need it to add them as a contact.
If you don’t know it, ask them on a phone call or in a letter, or check any official letter from the prison. It’s not the same as their cell or wing number. Read Adding a contact for more.
You do this once, in the app, when you create your account. It takes about 15 minutes.
Step-by-step photo tips are in Verifying your identity.
Important: Don’t change your name, address or other details in the app while your documents are being checked. It resets the check and you’ll wait longer.
Usually less than one working day. At busy times it can take up to 48 hours. You’ll get a notification in the app either way.
Up to 4 people can be on a video call. Everyone who joins has to be added to your account as an additional participant first.
Read Adding additional participants for the full rules, and Video calls with children if children will be joining.
Most rejections are about the photo, not the document. Here’s what we see most often.
| What went wrong | What to do |
|---|---|
| Blurred photo | Hold your phone still, tap the screen to focus on the document, then take the photo. |
| Glare or reflection | Move away from windows and overhead lights. Don’t use the flash. |
| Cropped edges | All four corners of the document must be visible. Move the phone back a little. |
| Expired document | Check the expiry date. Driving licences and residence permits must be in date. A passport that expired within the last 2 years may be accepted; older than that, it isn’t. |
| Name doesn’t match | The name on your ID, your proof of address and your account must all be the same. Check spelling and middle names. |
| Proof of address too old | It must be dated within the last 3 months. Download a fresh statement or bill. |
| Wrong document type | Check the lists above. Photograph the original document, not a photocopy. |
If your name has changed (for example, after marriage) and your documents don’t match, contact support before you upload. We’ll tell you what to send.
If you’ve been rejected and you’re not sure why, the notification in the app tells you the reason. If it’s still unclear, email [email protected] with your account email and we’ll look into it.
Before you start, have these ready:
Email [email protected], use the contact form or open live chat in the app. We usually reply within one working day, and live chat is usually answered within a few minutes during business hours.
Ready? Download the Purple Visits app to get started.