Call Captioning Support

Need help with your Sorenson phone call captioning service? Find answers here, including outages, user guides, and tech support for CaptionCall and Olelo.

Customer Support for Sorenson Captioned Call

Sorenson has been offering call captioning service for more than a decade and continuously improving our service, phones, and interface to give you the easiest and most enjoyable user experience. So if you’re having problems with your CaptionCall service or phone or your Olelo app, we want to help. Here, you can find user guides for your CaptionCall 78T, CaptionCall 67Tb, or CaptionCall 67T; review how-to videos of popular features of your captioning phone; check for CaptionCall service outages; browse our FAQs for tips on using Olelo and CaptionCall; and if none of those address your issue, contact our Customer Care team for assistance.

CaptionCall by Sorenson Red Carpet Service

When you request our CaptionCall service and phone, we offer to personally deliver and activate it for you. Our renowned Red Carpet Service includes:
  • Free delivery: We personally deliver a CaptionCall phone to your home. Or, if you prefer, we can ship it.
  • Free installation: We will connect your new phone and make sure it’s working correctly. If you’d rather do it yourself, we have a self-guided installation option.
  • Free personalized training: Our professional representatives are friendly, patient, and ready to show you how to make the most of your CaptionCall service and phone. You’ll get hands-on instruction (or virtual trainer support, if you prefer) and can ask any questions you need.
  • Free customer support: Can’t remember how to change phone settings? Having trouble getting messages? We’re here to help. Our customer support team is available via phone or email.
  • 100% satisfaction guarantee: If you’re not happy with your CaptionCall service and phone, we’re not happy. We’ll make every effort to give you a positive experience, and if you’re unsatisfied with CaptionCall for any reason, you can return the phone at no cost.

Outage Status

If your CaptionCall phone seems to be making calls normally and captioning is turned on, but you’re not seeing captions, it may be due to a service outage

Check CaptionCall’s outage status »

Support Topics 

What do you need help with? 

Frequently Asked Questions

If you can’t find the answer to your question here or in our Captioning service FAQ, our Customer Care team  would be happy to help.

No, Sorenson will never call you to ask for sensitive financial information. Do not provide your personal or financial information to anyone, unless you have initiated the contact or you have confirmed that you are dealing with a legitimate organization. 

If someone claiming to be with Sorenson or CaptionCall contacts you and asks for financial information, please immediately alert us by e-mailing [email protected]. We’ll immediately investigate to stop fraudulent activity. 

For more information about how you can protect yourself against fraudulent practices, consult the Bureau of Consumer Protection under the Federal Trade Commission at http://www.ftc.gov/bcp/index.shtml  or the Internet Crime Complaint Center, a partnership between the Federal Bureau of Investigation and the National White Collar Crime Center, at http://www.ic3.gov

A return shipping label is included with the printed User Guide that comes with your CaptionCall phone. If you need  

another shipping label, our customer care team is happy to help with that.  

In order to provide captioning through a federal government program, the FCC requires us to collect registration information from each customer to verify users. Without your consent to use this data, we cannot register you for captioned telephone service and must discontinue your captioning service. 

Yes, contact our customer support team for more information. 

Call us  1-877-557-2227 

Email us  [email protected] 

You may also download the Olelo by Sorenson mobile app on a mobile device and enjoy captioned calls on the go. 

Captioning is available in English and Spanish. 

Yes, you can use CaptionCall to call 911 using your telephone service, just as you would using any other home phone. As with any other call, it may take a moment for captioning to start. 

Important things to know: 

Some calls or captioning will not work if the power is out. See below. 


911 uses the address of your CaptionCall account, usually your home. IF YOU ARE NOT AT THIS ADDRESS, TELL 911 YOUR CURRENT LOCATION. 

To check the address CaptionCall has on file for your Emergency Calling Service, call 1-877-865-9228. 



If the power or your internet is out, your CaptionCall phone may not be fully functional. 


CaptionCall Landline Phone 

CaptionCall VOIP Phone 

Olelo by Sorenson Mobile 

Landline Phone (With Cord) 

Landline Phone (Cordless) 

Mobile Without Olelo 

No Power 

No audio call 

No audio call 

Audio call 

Audio call 

No audio call 

Audio call 


No captions 

No captions 





No Internet 

Audio call 

No audio call 

Audio call 

Audio call 

Audio call 

Audio call 


No captions 

No captions 

No captions 

unless your phone uses its own data 




TIA-4953 is a standard set by the Telecommunications Industry Association (TIA) that indicates how loud a phone is. CaptionCall is proud to be the first and only captioning telephone that meets the strict amplification standards for people with mild, moderate, or severe hearing loss. This means people with different levels of hearing loss will be able to hear and understand speech better on the CaptionCall phone than on any other captioning telephone and most amplified phones.

It’s an industry standard set by the Telecommunications Industry Association (TIA) indicating how a telephone interacts with hearing aids. It measures the magnetic noise that comes from a telephone handset; this noise can interfere with hearing aids. The CaptionCall phone meets the TIA-1083 standard for hearing aid compatibility and reduced interference. Hearing aid users will experience significantly reduced interference, static, or buzz when using a CaptionCall phone. 

It varies by update, but the phone will only update when it’s inactive. 

You can change your voicemail preferences under Settings by navigating to System settings, then Voice Messages. You can find detailed instructions in the user guide.

Your internet service is working.
If it is not, your phone will have a dial tone, but the captioning will not work.

The power cord is securely plugged into the phone and into an outlet.

A telephone cord is connected to the phone port and the phone jack in the wall.

The Ethernet cord (thicker than a phone cord) is connected to the LAN port and your modem.
This does not apply if you’re using wireless internet (WiFi).

Still need help? We’re ready! Call 1-877-557-2227 or email [email protected]

Customer Care

Have questions about your CaptionCall phone or Olelo App? Need help troubleshooting? We’re here to help.

Call us


Email us

[email protected]    [email protected]

Monday – Friday: 7 AM – 8 PM MT

Saturday – Sunday: 8 AM – 5 PM MT

Holidays: 8 AM – 5 PM MT

CaptionCall and Olelo by Sorenson is 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 Olelo app remains the property of Sorenson in order to provide ongoing support, service, and upgrades. Patent information:  www.Sorenson.com/Legal