Sorenson Relay Support
Find your Sorenson Relay service answers and solutions, including outages, using our products behind firewalls, international travel requirements, and user guides for our ntouch products and videophones.
VRS Customer Support
Over the 20 years Sorenson has been offering VRS, we’ve continuously updated our service, incorporating your feedback to make our products reliable and easy to use. When issues or questions arise, you can count on our outstanding customer care team for answers and solutions. Help yourself to Sorenson resources here. With these, you can address the most common Sorenson VRS troubleshooting and support needs, and if you can’t find what your looking for, please reach out to customer care.
VRS Outages
Having trouble connecting? You can easily check for outages with the button below.
If you can’t make a VRS call because of a service interruption, we recommend using a mobile phone until your service is restored.
Support Topics
What do you need help with?
Manage Your Account
Keep your account up to date! Here you can make changes to your information, schedule an installation, change your password and more.
Frequently Asked Questions
If you can’t find the answer to your question here or in our VRS Solution FAQ, our customer care team would be happy to help.No. The Telecommunications Relay Service (TRS) fund—an FCC-managed account under the ADA—covers the cost of all your Sorenson Relay calls. If hearing individuals call you using your 10-digit local number, they may receive long distance charges from their phone company.
Yes, all Sorenson Relay interpreters are required to abide by the confidentiality rules outlined by the FCC in Section 705 of the Communications Act and outlined in TRS rules 47 C.F.R. § 64.604. You can review mandatory minimum standards at: https://www.ecfr.gov.
Yes. You can read the details on this HIPAA related memo.
You may still use a privacy screen on the videophone, but you must be engaged in the call at all times. If you decide to use the privacy screen or leave the call, you must resume the call by taking down the privacy screen or coming back on screen within five minutes. If you do not resume the call within five minutes, the FCC rules state that the interpreter must end the call.
No. There are no minimum Sorenson Relay usage requirements for requesting or keeping a Sorenson videophone.
When you call 911 through Sorenson Video Relay, we’ll move your call to the front of the line. When you tell the interpreter your emergency, they’ll ask your location—whether that’s your home address or if you’re away from home. Then they’ll relay information between you and emergency services and stay on the line with you until you get help.
No, Sorenson Communications 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 Sorenson Communications 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.
Customer Care
Questions about applying for our products, porting, moving, updating your address, and other topics? Let us know and we’ll jump right on it! Technical issues placing or receiving calls?
Let’s get them fixed!
Request Support
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Sorenson Video Relay Service® (SVRS®) is a service for the Deaf community paid for by the U.S. government’s Telecommunications Relay Service (TRS) fund.
