CaptionCall Mobile Support

Open the CaptionCall Mobile app and tap Sign In. 

Sign in with the email you used to create your account.

If you haven’t set up a password yet, you can do so at the CaptionCall Mobile password reset page.

To reset your password, click here to visit the CaptionCall Mobile password reset page. 

You can use the same URL if you haven’t yet created a password for your account.

Note: If you aren’t receiving the password reset email, please check your spam/junk folder. If you still cannot find the password reset email, check your email filter settings and try again.

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

For iPhones and iPads  

1. Open the App Store on your device  
2. Tap on your account information in the top right corner  
3. Scroll down to Upcoming Updates  
4. Find the CaptionCall Mobile app and tap Update 

For Android Phones  

1. Open the Play Store on your device  
2. Tap on your account information in the top right corner  
3. Go to Manage Apps & Device and then Available Updates  
4. Scroll to find the CaptionCall Mobile app and tap Upgrade  

You have to set up Call Forwarding for CaptionCall Mobile to caption calls coming in to your usual phone number. Here’s how:  

1. Open the CaptionCall Mobile menu options by tapping on the menu icon  
2. Tap Call Forwarding  
3. Tap Enable  
4. Tap Got it!  
5. Call the pre-filled activation code

Important Reminder: if you ever decide to uninstall CaptionCall Mobile, disable call forwarding first so incoming calls will resume ringing your native mobile dialer.  

This is one of the first things we recommend you do when you start using the app. To set up call forwarding: 

1. Open the CaptionCall Mobile menu options by tapping on the menu icon. 
2. Tap Call Forwarding.  
3. Tap Enable.  
4. Tap Got it!  
5. Call the pre-filled activation code. 

The app will open whenever you answer an incoming CaptionCall Mobile phone call, but you must unlock your phone to view the captions.  

If the incoming calls are going to your built-in phone app rather than the CaptionCall Mobile app, you need to set up Call Forwarding to CaptionCall Mobile.  

When you register for a CaptionCall mobile account, you get a unique CaptionCall Mobile phone number for captioned calls. However, you can continue using your usual phone number—for incoming and outgoing calls—by setting up Call Forwarding and My Caller ID.  

1. Using My Caller ID will display your usual phone number when you make outgoing calls, so your friends and family know it’s you calling.  
2. Open the CaptionCall Mobile menu options by tapping on the menu icon  
3. Tap My Caller ID  
4. Tap I agree  
5. Tap Add Feature!  
6. Tap Done  

When you register for your CaptionCall Mobile account, we automatically assign a CaptionCall Mobile number with your specified area code, and we cannot change it to something specific.  

However, you can set up Call Forwarding and My Caller ID to keep using your regular phone number for all calls.  

You can change your CaptionCall Mobile voicemail from the voicemail menu.  

To record a personal voicemail greeting:  

1. Press and hold the 1 on the CaptionCall Mobile dialer (or dial *97)  
2. Press * to reach the voicemail menu  
3. Press 4 to record your personal mailbox greeting  

To reset your voicemail greeting:  

1. Press and hold the 1 on the CaptionCall Mobile dialer (or dial *97)  
2. Press * to reach the voicemail menu  
3. Press 9 to select a default mailbox greeting  

When your Bluetooth device is connected to your phone, the CaptionCall Mobile app will automatically detect it.  

During a call, the Bluetooth icon should appear in the call menu when a Bluetooth device is connected to your phone. Just tap the icon to toggle between speakerphone, handset, or Bluetooth mode.  

Tip: If you don’t see the Bluetooth icon, check your phone settings to make sure Bluetooth is enabled and connected to your Bluetooth device. 

You can delete your call history in the History tab of the CaptionCall Mobile app.

Tap Edit at the top right of the screen.

Select the calls you wish to delete or tap Select All at the top right.

Once you have the calls selected, tap Delete at the bottom of the screen. The calls will then be deleted from your call history.

To cancel the operation, tap Cancel at the top left of the screen.

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

For iPhones:  

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   

By default, CaptionCall Mobile captions both sides of the conversation. But if you want to toggle off your captions for calls, you can do that in the settings.  

For iPhones:  

1. Open the menu options by tapping on the menu icon  
2. Tap Settings  
3. Toggle Show my captions off  

For Android phones:  

1. Open the menu options by tapping on the menu icon  
2. Tap Settings  
3. Tap Call  
4. Toggle Show my captions off  

All call transcripts save to your history by default. You can find the transcript of a previous conversation by going to the History tab in the CaptionCall Mobile app and tapping on the call you want to view.  

1. Go to the History tab of the CaptionCall Mobile app   
2. Tap on the call with the desired transcript  
3. Tap Share  
4. Choose how you want to export the transcript  

When you make a call, there will be a microphone icon in the call menu. Tap the microphone icon to mute or unmute yourself. 

When you are MUTED, the microphone icon will be highlighted.

When you are UNMUTED, the microphone icon will be grey like this

Tip: If the other party can’t hear you, check your microphone permissions to ensure CaptionCall Mobile is allowed to use your microphone.  

When you make a call, there will be a speaker icon in the call menu. Tap the speaker icon to switch to speakerphone mode.  

When the speakerphone is ON, the speaker icon will be highlighted.

Tip: Your phone volume settings control the speakerphone volume. Use your device’s volume controls to adjust the volume if it is too loud or too soft.  

1. While in a call, tap on the Settings icon in the call menu
   
2. Tap on the Phone+ icon [This will place the current call on hold]
   
3. Enter the number of the person you wish to call then tap the green Call icon to begin calling them
   
4. Once you are in a call with the 3rd person, tap on the Settings icon in the call menu
   
5. Tap on the Conference icon to merge calls
   

Enhanced 911 (E911) is a system that automatically provides your location to 911 dispatchers in case of an emergency.    

Sorenson requires CaptionCall Mobile users to have register information that complies with US 911 regulations. Please be sure your correct address is in your CaptionCall Mobile app:  

1. Open the menu options by tapping the menu icon  
2. Tap E911 Location  
3. Ensure your address is correct