Call Captioning Support
Do you need help with your Sorenson phone call captioning service? Find answers here, including outages, user guides, and tech support for CaptionCall and CaptionCall Mobile.
Customer Support for Sorenson Captioned Calls
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 CaptionCall Mobile 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 CaptionCall Mobile 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:- No-cost delivery: We personally deliver a CaptionCall phone to your home. Or, if you prefer, we can ship it.
- No-cost 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.
- No-cost 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.
- No-cost 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
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 emailing [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.
To provide captioning through a federal government program, the FCC requires us to collect registration information from each customer to verify them. 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 at 1 (877) 557-2227 or email us at [email protected].
You may also download the CaptionCall Mobile mobile app on a mobile device and enjoy captioned calls on the go.
For CaptionCall Mobile support, emails us at [email protected].
Captioning is available in English and Spanish.
Yes, you can use CaptionCall to call 911 using your telephone service, just as you would with your 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 your power or internet is out, your CaptionCall phone may not be fully functional.
| CaptionCall Landline Phone | CaptionCall VOIP Phone | CaptionCall Mobile | Landline Phone (With Cord) | Landline Phone (Cordless) | Mobile Without CaptionCall Mobile |
No Power | No audio call | No audio call | Audio call | Audio call | No audio call | Audio call |
| No captions | No captions | 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 CaptionCall user guide.
You might try confirming:
- 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].
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
- 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 tap 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
You have to set up Call Forwarding for CaptionCall Mobile to caption calls coming in to your usual phone number. Here’s how:
- Open the CaptionCall Mobile menu options by tapping on the menu icon
- Tap Call Forwarding
- Tap Enable
- Tap Got it!
- 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:
- Open the CaptionCall Mobile menu options by tapping on the menu icon.
- Tap Call Forwarding.
- Tap Enable.
- Tap Got it!
- 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.
- 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.
- Open the CaptionCall Mobile menu options by tapping on the menu icon
- Tap My Caller ID
- Tap I agree
- Tap Add Feature!
- 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:
- Press and hold the 1 on the CaptionCall Mobile dialer (or dial *97)
- Press * to reach the voicemail menu
- Press 4 to record your personal mailbox greeting
To reset your voicemail greeting:
- Press and hold the 1 on the CaptionCall Mobile dialer (or dial *97)
- Press * to reach the voicemail menu
- 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:
- Open the menu options by tapping on the menu icon
- Tap Settings
- Use the slider to adjust the caption size
For Android phones:
- Open the menu options by tapping on the menu icon
- Tap Settings
- Tap Accessibility
- 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:
- Open the menu options by tapping on the menu icon
- Tap Settings
- Toggle Show my captions off
For Android phones:
- Open the menu options by tapping on the menu icon
- Tap Settings
- Tap Call
- 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.
- Go to the History tab of the CaptionCall Mobile app
- Tap on the call with the desired transcript
- Tap Share
- 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.
- While in a call, tap on the Settings icon in the call menu
- Tap on the Phone+ icon [This will place the current call on hold]
- Enter the number of the person you wish to call then tap the green Call icon to begin calling them
- Once you are in a call with the 3rd person, tap on the Settings icon in the call menu
- 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:
- Open the menu options by tapping the menu icon
- Tap E911 Location
- Ensure your address is correct
Customer Care
Have questions about your CaptionCall phone or CaptionCall Mobile app? Need help troubleshooting? We’re here to help.
Call us
Email us
CaptionCall: [email protected] CaptionCall Mobile: [email protected]
Monday – Friday: 7 AM – 8 PM MT
Saturday – Sunday: 8 AM – 5 PM MT
Holidays: 8 AM – 5 PM MT