Support - FAQ

Support FAQ

ClearCaptions Frequently Asked Questions

Find answers to commonly asked questions about ClearCaptions products and phone captioning services with our easy to navigate FAQs.

  • What is ClearCaptions®?

    ClearCaptions is a no-cost to you captioning service for qualified users:

    • U.S. residents with professionally-certified hearing loss (making it difficult to use the phone) are qualified for ClearCaptions equipment, service and support at no cost to them.

    ClearCaptions works much like closed captions on your TV. You can hear AND read what’s being said, making it easy and frustration-free to use the phone.

  • How does ClearCaptions work?

    ClearCaptions uses advanced voice recognition software and a communications assistant to quickly provide captions of what your callers say.

     

    IP Captioned Telephone Service may use a live operator. The operator generates captions of what the other party on 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.

  • Who can use ClearCaptions?

    U.S. residents with professionally-certified hearing loss that makes it difficult to communicate on the phone.

     

    FEDERAL LAW PROHIBITS ANYONE BUT REGISTERED USERS WITH HEARING LOSS FROM USING INTERNET PROTOCOL (IP) CAPTIONED TELEPHONES WITH THE CAPTIONS TURNED ON.

  • Can I place a 911 call through ClearCaptions?

    Yes, but ClearCaptions strongly advises you to dial 911 directly using a landline phone or TTY (TeleTypewriter) rather than dialing through the ClearCaptions Mobile app. Dialing 911 from the standard Public Switched Telephone Network (PSTN) remains the most reliable and fastest method for reaching emergency response personnel. Internet or wireless networks do not function in the same way as PSTN. With the standard telephone network, 911 centers have the ability to identify the location of a specific incoming phone number, whereas calls made using the Internet cannot identify specific locations to the PSAP.

  • How much does it cost?

    ClearCaptions is free for all qualified users (see “What is ClearCaptions?” for details).

  • Are there other costs for ClearCaptions like monthly charges or per-call fees?

    No. ClearCaptions home phone, services and support are always available at no-cost to qualified users. ClearCaptions does not provide mobile devices or internet services.

  • Are there long distance charges to use ClearCaptions?

    No, however ClearCaptions’ service is only available for those that currently reside in the united states and its territories.

  • Can I use ClearCaptions on my mobile device?

    Yes. ClearCaptions Mobile is the free app available for iPhone® or iPad® users. You can download the free app from Apple’s App Store. For details on downloading, installing and using the ClearCaptions Mobile app, please see the FAQ content within the “MOBILE” tab on this webpage.

  • Why is ClearCaptions free?

    ClearCaptions is made available to qualified users at no cost thanks to provisions by the Federal Communication Commission (FCC) and Title IV of the Americans with Disabilities Act (ADA) of 1992.  You can read more about these programs and provisions on the FCC’s website at: https://www.fcc.gov/general/title-iv-ada.

  • Can I use ClearCaptions on my work or other phone?

    Yes, you can use our home phone or on an iPhone/iPad device using the ClearCaptions Mobile app (which you can use anywhere within the United States).

  • How do I contact ClearCaptions?

    ClearCaptions Customer Care specialists are available to help you from 8 a.m. to 10 p.m. ET Monday through Friday and 9 a.m. to 7 p.m. ET on Saturday and Sunday. For questions or support, please call 866-868-8695 or, if you prefer, you can send an email to information@clearcaptions.com.

  • Can the person I’m calling read or hear the captioning?

    No. No communication occurs between ClearCaptions and the person you are calling. In fact, the other person won’t even know you are using captioning unless YOU tell them!

  • How do I change my ClearCaptions password or other account information?

    Please call Customer Support at 866-868-8695.

  • Does ClearCaptions change any of the other services I have on my phone, like caller ID or call waiting?

    No. Your ClearCaptions service use will not affect these services since they are offered and enabled by your telephone service carrier.

  • Is my conversation private with ClearCaptions?

    Yes. ClearCaptions is an FCC-regulated caption provider with strict obligations for confidentiality. As soon as you disconnect your call, the captions disappear from the communications assistant station. In keeping with Federal Communication Commission (FCC) regulations governing Relay Services, no records of any call content are recorded or stored by caption communications assistants.

     

    Rest assured that your conversations are private and secure and none will be stored anywhere unless you choose to store captioned call information on your home caption phone or mobile phone; only you can decide to do so and you control how long you’ll keep the stored call.

  • Why do I need to sign up?

    The FCC requires that anyone who uses ClearCaptions be registered with the ClearCaptions service. ClearCaptions is part of a suite of Telecommunications Relay Services (TRS) funded and regulated via the FCC. The FCC requires all TRS users to register and self-certify that they are eligible to use this service.

  • Do I need a special phone to use ClearCaptions?

    To get ClearCaptions service at home you can select from our home phone, our mobile app or both. For more information about the ClearCaptions home phone, please visit clearcaptions.com/home-phone.

     

    ClearCaptions Mobile only supports iPhone® and iPad® devices currently (using iOS® version 12.0 or greater). For more information about the requirements, please visit clearcaptions.com/mobile-phone.

  • What do I need to use ClearCaptions?

    Whether at home, on a mobile device or both, you’ll need to create a ClearCaptions account and register for the free service before you can begin enjoying captioned calls.

     

    If you use the ClearCaptions-provided home captioning phone, you’ll need an active phone line (for PSTN connection) and an active internet connection. Your captioning service is enabled as soon as we create your free account and register your phone.

     

    Getting started is easy and we’ll help you through the process. Just call us at 866-246-7850.

  • What is ClearCaptions Mobile?

    ClearCaptions Mobile is the FREE app that lets you enjoy captioned phone calls on your iPhone® or iPad®. Everything you love about captioned calls at home is now available for you to take with you when you’re on the go. Stay connected and use your mobile device with confidence with the ClearCaptions Mobile app.

    For assistance installing and using the app, just call us now at 866-868-8695.

  • Will ClearCaptions Mobile work on my phone?

    For mobile phone devices, the ClearCaptions Mobile app is only for use on Apple iPhones® running iOS® version 12.0 or greater.

    As the app becomes optimized for additional models and for the Android platform, information will be added to the clearcaptions.com website. You can also call for more information by dialing 866-246-7850.

  • Will ClearCaptions Mobile work on my tablet device?

    Currently, the ClearCaptions Mobile app is for use on Apple iPad® devices only, running on iOS® version 12.0 or greater.

    As the app becomes optimized for additional models and for the Android platform, information will be added to the clearcaptions.com website. You can also call for more information by dialing 866-246-7850.

  • How do I get started with ClearCaptions Mobile?

    Call us now at 866-868-8695. Our customer support experts are ready to help you install and enable the app, activate your ClearCaptions account, and provide you with your personalized ClearCaptions Number. We’ll lead you through the entire process so you can make and receive captioned mobile calls with ease. Call us now: 866-868-8695.

  • How do I forward my mobile number to my ClearCaptions Number?

    While you can provide your ClearCaptions Number directly to friends and associates in order to receive captioning when they call your mobile phone, you can just as easily forward your existing mobile phone number to your ClearCaptions Number, ensuring you get captioning for ALL of your incoming calls.

    For customers who use AT&T or T-Mobile cellular service, you can forward your calls using these simple steps:

    • Go to your phone’s SETTINGS area.
    • Tap on “Phone.”
    • Tap on “Call Forwarding” then tap “Call Forwarding” slider switch to enable.
    • Tap on “Forward to” then enter your ClearCaptions Number (be sure to include the area code).

    For customers who use Verizon/Sprint/USCellular services, you can forward your calls using these simple steps:

    • On your phone, dial *72 followed by your ClearCaptions Number.
    • If you want to remove the call forwarding, dial *73.
  • Does the ClearCaptions Mobile app need to be open for me to receive a call?

    No. Even if your phone or tablet is in sleep mode or is locked, when you receive an incoming call (either from a caller who is dialing your ClearCaptions Number or from a caller who is dialing your mobile phone number that you have previously forwarded to your ClearCaptions Number), your device will indicate you have an incoming call. When you respond to the call, you’ll see the ClearCaptions Mobile app icon; tap it to receive the incoming call with captioning.

  • Can I use the ClearCaptions Mobile app anywhere in the world?

    Unfortunately, no. You can only make and receive captioning for your mobile calls within the continental United States.

  • How much data/bandwidth does ClearCaptions Mobile use on my phone?

    Your data/bandwidth usage is tied to how often you use your mobile device to make or receive captioned calls.

    The ClearCaptions Mobile app codex uses 84kbps in bandwidth. That equates to 640kb per minute of talk time. If you used captioned mobile calling (incoming/outgoing) for 245 minutes per month, that would equal 156Mb of data per month.

  • Why do I have a second phone number when I use ClearCaptions Mobile?

    The new number you have is your personalized ClearCaptions Voice phone number; it enables you to make and received captioned mobile calls at no charge to you.

    To easily and effectively enable mobile call captioning on you phone, you can:

    • Share your ClearCaptions Voice phone number with specific individuals from whom you’d like to receive captioned calls, or…
    • Forward your existing mobile phone number to your new ClearCaptions Voice number, ensuring all incoming calls you receive will be captioned.

    To learn more about forwarding your mobile phone number to your new ClearCaptions Voice number, see the FAQ entry, “How do I forward my mobile number to my ClearCaptions Voice number?”

    If ever you want help, just call our Customer Experience Team at 866-868-8695.

  • Will I be charged a monthly fee to use ClearCaptions Mobile?

    That’s the best news: the ClearCaptions Mobile app, which provides you call captioning when you make or receive mobile device calls, is completely FREE to you when you qualify for the service.

    Qualifications for free call captioning only requires you have a level of hearing loss that makes it difficult for you to use a phone, and you have a mobile carrier plan for your mobile device.

  • How long can I keep my ClearCaptions Number?

    You can keep your ClearCaptions Number to use for captioned mobile device calls as long as you remain a qualified user and have an active ClearCaptions account.

    As a federally-funded IP CTS (Internet Protocol Caption Transcription Service) provider, ClearCaptions is required to ensure all users who benefit from free call captioning and a free ClearCaptions Number are properly qualified.

    ClearCaptions does reserve the right to disable and reclaim any ClearCaptions Number in the case of fraud, waste, or abuse of the service, as directed and enforced by the U.S. Federal Communications Commission.

  • What happens if I don’t use my ClearCaptions Number?

    If up to two (2) months of time elapses with no use of a ClearCaptions Number, ClearCaptions reserves the right to disable, reclaim, and reassign a number for use by another qualified individual.

    Don’t worry–if you need to use your ClearCaptions Number after such a lapse, just call us at 866-868-8695 to have a new number assigned to you (though we likely will not be able to reactivate your previous ClearCaptions Number for you).

  • I’ve forgotten my ClearCaptions Number—what do I do?

    If you have the ClearCaptions Mobile app installed and active on your phone or tablet, you can easily retrieve you ClearCaptions Number:

    • Open the ClearCaptions Mobile app on your mobile device
    • Go to Contacts
    • Find your ClearCaptions Number displayed just below the Search bar

     

  • What if I don’t like my ClearCaptions Number?

    You can request a new ClearCaptions Number by calling our Customer Experience Team at 866-868-8695, or you make your request via email to support@clearcaptions.com.

  • How does mobile call captioning work?

    When you make or receive a mobile call that utilizes your ClearCaptions Number—giving you captioning for what the other person on the call says to you—a trained Caption Communications Assistant will be included to quickly and accurately provide the captions of what your caller says. The captions you see are presented to you in “near real-time” meaning there will be a slight delay of no more than a few seconds from when your caller speaks and when the captions for what they’ve said are displayed on your mobile device screen.

     

  • Are my mobile call captions stored on the Cloud?

    No, as soon as you disconnect your captioned mobile call, the captions you saw are immediately removed from the caption communication assistant’s station. In adhering to the strict regulations put forth by the FCC, no records of any captioned call content can be recorded or stored on any device or by any method (e.g. the Cloud) beyond your personal mobile device (phone or tablet). Your conversations are safe, private, and protected.

  • How do I add a Contact?

    Open the ClearCaptions Mobile app, then tap where you see “Contacts.” Tap the “+” sign in the top right-hand corner. Type in the new Contact’s First Name and Last Name, then enter the phone number for the contact. When finished, tap “Done” to save the new Contact.

  • How do I call a Contact?

    Open the ClearCaptions Mobile app and tap “Contacts.” From the list of your Contacts that are displayed, tap on the Contact you wish to call.

    Alternately, you can access you mobile phone’s Contacts screen and select a Contact to call from that view.

  • How do I delete captions from a previous call?

    Open the ClearCaptions Mobile app, then tap where you see “Call Log.” From the list of past calls, tap the letter “i” to the right-hand side of an entry you want to review. Now tap “View Captions” to review the captions from that call. If you wish to delete the saved captions, just tap “Delete.”

  • How do I view the captions from my previous calls?

    Open the ClearCaptions Mobile app, then tap where you see “Call Log.” From the list of past calls, tap the letter “i” to the right-hand side of an entry you want to review. Now tap “View Captions” to review the captions from that call.

  • The ClearCaptions Mobile app is not responding—what do I do?

    If the ClearCaptions Mobile app becomes unresponsive on your device, press and hold the power button on the phone for five seconds to initiate the power-off cycle. On the device screen, then, drag your finger on the Power switch to the “Off” position. After your device has turned off, press the power button again to restart the device.

  • I can’t make a call using the ClearCaptions Mobile app—what’s wrong with it?

    If the app seems unresponsive to complete your calls, check to be sure your device’s microphone, Contacts, and Notifications are enabled (you would have normally done this during the app install although it’s possible you might have changed one or more of these necessary settings since the time you completed the install).

    If you want assistance checking these settings, call the ClearCaptions Customer Experience Team at 866-868-8695. We’re always ready to help you.

  • Why don’t I have internet connection on my mobile device?

    If you’re unable to make calls with the ClearCaptions Mobile app due to lack of active internet connection, it’s possible that:

    • You are temporarily in a no-service zone, geographically
    • You have “airplane mode” activated on you phone (prevents call activity)
    • You have Wi-Fi only activated on your tablet but not cellular connectivity
    • You do not have an active cellular service at the moment

    If you would like assistance troubleshooting the problem from an active phone, call us at 866-868-8695.

  • How do I uninstall the ClearCaptions Mobile app?

    Press and hold the ClearCaptions Mobile icon on your phone or tablet; a small “X” will be displayed in the upper left-hand corner of the icon. Tap the “X” to confirm removal of the app.

  • Why do I have two voicemail mailboxes now?

    Usually you’ll have a voicemail mailbox provided by your cellular service provider. When you get your free ClearCaptions Number, you’ll also get a voicemail mailbox that captures messages that are left for you on that number. Only the messages that you received to your ClearCaptions Number will include captions along with the voice messages that are left for you.

  • Can I rearrange my Favorites?

    Yes. From your Favorites tab, touch and hold the “pancake stack” icon that appears on the right-hand side of each Favorite in your listing. While holding that selected Favorite, drag your finger to move the Favorite up or down your stack. Lift your finger to release the Favorite in the new position.

  • How many Contacts can I tag as Favorites?

    You can tag as few or as many of your Contacts as you like. Favorites help you access a filtered list of those Contacts that you’ll call the most; that’s why they’re your favorites. While you could effectively flag every Contact as a Favorite, the best use of Favorites is to help you develop that fast-access, filtered list.

  • How do I delete a Favorite?

    From the Favorites tab, tap on “Edit” then tap on the red minus sign that appears on a Favorite in your list. The Favorite will be deleted from your list but the Contact will still remain in your Contact list.

  • I have more questions…who do I contact?

    ClearCaptions’ Customer Experience Team is available to help you with any aspect of the ClearCaptions services. Just call us at 866-868-8695 or email support@clearcaptions.com.

  • Why do I need to register?

    The FCC requires that anyone who uses ClearCaptions be registered as a user of the ClearCaptions service and certify that they are have a level of hearing loss that makes it difficult to use the phone. Only registered users will be able to enjoy the benefit of captioned phone calls with uninterrupted service.

  • Can I receive mobile calls using ClearCaptions?

    Absolutely! Start by registering with ClearCaptions then install the ClearCaptions Mobile app on your phone or tablet device, then activate your ClearCaptions Number. With that, you’re ready to receive incoming mobile calls with captioning so you can easily read what your callers are saying, right on your device screen.

    For more detail about easily receiving incoming captioned calls, be sure to read our FAQ entry, “How do I forward my mobile number to my ClearCaptions Number?”

  • How do I place a mobile call using the ClearCaptions Mobile app?

    Tap the ClearCaptions Mobile app on your phone or tablet device. From the dialer screen in the app, dial the number you wish to call the tap Call. You can also make mobile calls using the Contacts tab, Favorites tab, and Call History tab.

  • How do I forward my mobile number to my ClearCaptions Number?

    While you can provide your ClearCaptions Number directly to friends and associates in order to receive captioning when they call your mobile phone, you can just as easily forward your existing mobile phone number to your ClearCaptions Number, ensuring you get captioning for ALL of your incoming calls.

    For customers who use AT&T or T-Mobile cellular service, you can forward your calls using these simple steps:

    • Go to your phone’s SETTINGS area.
    • Tap on “Phone.”
    • Tap on “Call Forwarding” then tap “Call Forwarding” slider switch to enable.
    • Tap on “Forward to” then enter your ClearCaptions Number (be sure to include the area code).

    For customers who use Verizon/Sprint/USCellular services, you can forward your calls using these simple steps:

    • On your phone, dial *72 followed by your ClearCaptions Number.
    • If you want to remove the call forwarding, dial *73.
  • Why do I have a second phone number when I use ClearCaptions Mobile?

    The new number you have is your personalized ClearCaptions Voice phone number; it enables you to make and received captioned mobile calls at no charge to you.

    To easily and effectively enable mobile call captioning on you phone, you can:

    • Share your ClearCaptions Voice phone number with specific individuals from whom you’d like to receive captioned calls, or…
    • Forward your existing mobile phone number to your new ClearCaptions Voice number, ensuring all incoming calls you receive will be captioned.

    To learn more about forwarding your mobile phone number to your new ClearCaptions Voice number, see the FAQ entry, “How do I forward my mobile number to my ClearCaptions Voice number?”

    If ever you want help, just call our Customer Experience Team at 866-868-8695.

  • How long can I keep my ClearCaptions Number?

    You can keep your ClearCaptions Number to use for captioned mobile device calls as long as you remain a qualified user and have an active ClearCaptions account.

    As a federally-funded IP CTS (Internet Protocol Caption Transcription Service) provider, ClearCaptions is required to ensure all users who benefit from free call captioning and a free ClearCaptions Number are properly qualified.

    ClearCaptions does reserve the right to disable and reclaim any ClearCaptions Number in the case of fraud, waste, or abuse of the service, as directed and enforced by the U.S. Federal Communications Commission.

  • What happens if I don’t use my ClearCaptions Number?

    If up to two (2) months of time elapses with no use of a ClearCaptions Number, ClearCaptions reserves the right to disable, reclaim, and reassign a number for use by another qualified individual.

    Don’t worry–if you need to use your ClearCaptions Number after such a lapse, just call us at 866-868-8695 to have a new number assigned to you (though we likely will not be able to reactivate your previous ClearCaptions Number for you).

  • I’ve forgotten my ClearCaptions Number—what do I do?

    If you have the ClearCaptions Mobile app installed and active on your phone or tablet, you can easily retrieve you ClearCaptions Number:

    • Open the ClearCaptions Mobile app on your mobile device
    • Go to Contacts
    • Find your ClearCaptions Number displayed just below the Search bar

     

  • What if I don’t like my ClearCaptions Number?

    You can request a new ClearCaptions Number by calling our Customer Experience Team at 866-868-8695, or you make your request via email to support@clearcaptions.com.

  • Why do I have two voicemail mailboxes now?

    Usually you’ll have a voicemail mailbox provided by your cellular service provider. When you get your free ClearCaptions Number, you’ll also get a voicemail mailbox that captures messages that are left for you on that number. Only the messages that you received to your ClearCaptions Number will include captions along with the voice messages that are left for you.

  • Is my conversation private with ClearCaptions?

    Yes. ClearCaptions is an FCC-regulated caption provider with strict obligations for confidentiality.

  • Sometimes captions seem to be delayed. Why is that?

    Once your call is connected, a captioner is assigned to your conversation. The captioner captions the first word he or she hears. Occasionally at the beginning of the call, it takes a moment for the captions to appear on your screen. This is normal.

  • What happens to my captions once the call is over?

    As soon as you disconnect your call, the captions disappear from the communications assistant station. In keeping with Federal Communication Commission (FCC) regulations governing Relay Services, no records of any call content are recorded or stored by caption communications assistants.

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.