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FAQs

Frequently Asked Questions

Do you have questions about CaptionCall Mobile? We’re here to help!

If you can’t find the answer you are looking for in the FAQs below, don’t hesitate to reach out to [email protected] for additional assistance.

Yes. Only people with hearing loss who need captioning to use the phone are permitted to use CaptionCall Mobile. This isn’t just our policy, it’s the law. CaptionCall Mobile is supported by the Federal TRS/IP CTS fund, and only Deaf and hard-of-hearing users may register for CaptionCall Mobile.

Internet Protocol Captioned Telephone Service (IP CTS) is a form of telecommunications relay service (TRS) that permits an individual who can speak, but who has difficulty hearing, to use a phone to simultaneously listen to the other party and read captions of what the other party is saying.

CaptionCall Mobile is available at no cost to use for qualified users with hearing loss. We are able to offer CaptionCall Mobile at no cost to our users because we are part of the FCC IP CTS program, whose mandate is to ensure functionally equivalent phone service for the deaf and hard-of-hearing. The IP CTS fund compensates us for the services we offer, allowing us to provide the service at no cost.
As part of the requirements of the IP CTS program, we need to validate our users are actual people and not fictional or fraudulent signups. This is the only reason we ask for your registration information, and it is never sold, shared, or used for third-party marketing or any other purpose.

If your phone does not make automatic updates to the CaptionCall Mobile app, you can manually update CaptionCall Mobile to make sure you have all the latest features.

For iPhones and iPads

  • Open the App Store on your device
  • Tap on your account information in the top-right corner
  • Scroll down to “Upcoming Updates”
  • Find the CaptionCall Mobile app and press “Update”

For Android Phones

  • Open the Play Store on your device
  • Tap on your account information in the top-right corner
  • Go to “Manage Apps & Device” and then “Available Updates”
  • Scroll to find the CaptionCall Mobile app and tap “Upgrade”

To make it easy for the people you’re calling to know it’s you, CaptionCall Mobile allows you to use your current mobile phone number as your Caller ID! To enable or disable caller ID, click on the menu in the CaptionCall Mobile app, and select My Caller ID.

  1. To change the phone number associated with your CaptionCall Mobile account due to a number change or error in registration, contact us at [email protected] and we’ll be happy to help! We are unable to change your CaptionCall Mobile number to something specific, such as your personal phone number, because you own that number already. However, to improve your CaptionCall Mobile experience and make it more personalized, we can help you turn on Caller ID and Call Forwarding features. This will allow you to answer calls made to your personal number through CaptionCall Mobile for captioned calling, as well as show your number to others when you’re making a phone call.

CaptionCall Mobile is not yet compatible with Apple Watch. However, look out for product updates, as this might change!

At this time, the CaptionCall Mobile App does not work on Jitterbug phones.

Contact us at [email protected] and we can help you block a number!

Moving the CaptionCall Mobile app on your phone’s home screen is easy. Simply press on the icon, and hold until you feel it vibrate. You’ll then be able to drag the icon to wherever you would like it on your screen!

You can change the font size of your captions in the settings of the CaptionCall Mobile app. 

  1. Open the menu options by tapping on the menu icon
  2. Tap Settings
  3. Use the slider to adjust the caption size 

For Android phones:  

  1. Open the menu options by tapping on the menu icon 
  2. Tap Settings 
  3. Tap Accessibility
  4. Use the slider to adjust the caption size
 You can also adjust the caption size during a call in the call menu .


This could be due to a setting that stops the transcription for your side of the call, so only the person you are speaking to will be captioned. Go to the Settings tab in the menu located at the top-left corner of the CaptionCall Mobile app. Once there, you will see the option to show your captions.

 
  1. We highly recommend using CaptionCall Mobile with speakerphone on. This allows you to easily read the closed captioning on your call while hearing the call out loud simultaneously.

Making outgoing international calls is not supported on the CaptionCall Mobile app, but international calls can be received and transcribed.

As CaptionCall Mobile is primarily a call captioning app for the deaf and hard of hearing, texting is not yet supported on the CaptionCall Mobile app.

 
You can delete call transcripts in the Call History tab by tapping on the trash icon in the top-right corner and choosing which transcripts you would like to delete. To delete all of your call transcripts, hit the Select All button before you click the trash icon. Another way to delete transcripts is by pressing, holding, and sliding the call you’d like to delete to the left while in the Call History tab. Be advised that once transcripts have been deleted, they cannot be recovered.
*911 Calling Advisory: Calling 911 from a landline remains the most reliable method of reaching emergency response personnel. CaptionCall Mobile requires our users to have registered information that complies with United States 911 regulations. To ensure your correct address is entered into your CaptionCall Mobile app, go to the menu and select 911 Location. You can then verify your address, so that in case of an emergency, help will know where to go.
Please also see our Emergency Calling page for more information.

If something isn’t working quite right, here are a few general tips that might help you solve the problem:

  • Try closing and re-opening the CaptionCall Mobile app
  • Try restarting your phone
  • Check to ensure your mobile data is functioning correctly, or you are properly connected to Wi-Fi
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CaptionCall and CaptionCall Mobile are available in the United States only. FEDERAL LAW PROHIBITS ANYONE BUT REGISTERED USERS WITH HEARING LOSS FROM USING INTERNET PROTOCOL (IP) CAPTIONED TELEPHONES WITH THE CAPTIONS TURNED ON. IP captioned telephone service may use a live operator. The operator generates captions of what the other party to the call says. These captions are then sent to your phone. There is a cost for each minute of captions generated, paid from a federally administered fund. No costs are passed along to individuals who qualify for the service. The CaptionCall phone and CaptionCall Mobile app remain the property of Sorenson in order to provide ongoing support, service, and upgrades. Patent information: sorenson.com/legal.
FCC rules permit you to port your telephone number to the VRS provider of your choice. If you request a new number, Sorenson will provide you with one for the geographic area where you live or work. To ensure proper routing of 911 calls, it is important that you provide, and update in the event it changes, the physical address (i.e., the Registered Location) from which you are placing the call. You can update your Registered Location in your device settings or by calling (866) 756-6729. To learn how to update on your device visit https://sorenson.com/vrs/vrs/manage-account/. Emergency calls made via internet-based TRS may not function the same as traditional E911 service. For example, you may not be able to dial 911 if there is an internet-service failure or if you lose electrical power, and your 911 call may not be routed correctly if you have not updated your Registered Location. Hearing point-to-point video users will not be able to place emergency calls. For more information on the process of obtaining ten-digit numbers and the limitations and risks associated with using Sorenson’s VRS to place a 911 call, please visit Sorenson’s website: sorenson.com/legal. For information on toll-free numbering, please visit https://sorenson.com/vrs/toll-free-numbers/.

Sorenson VRS is only available if you are eligible for VRS and have registered in the FCC’s User Registration Database. The cost of VRS is paid by a federally administered fund. Accordingly, use of Sorenson VRS calling for video conferencing is subject to compliance with FCC regulations and Sorenson’s VRS EULA. Under federal law, you may use VRS only if you have a speech or hearing disability and need VRS in order to communicate. Also, call participants must be in a different location than the other individuals on the call.

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