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.

ClearCaptions is a free captioning service for eligible users:

  1. For home, using the Clarity® Ensemble™ Phone
  2. For mobile use, on web browsers, smartphones and tablets

ClearCaptions on your phone call is similar to closed captions on your TV. You can hear AND read what's being said, taking the frustration out of using the phone. Instead of wondering what was said or asking people to repeat themselves, you can read the person's conversation during the call on your screen.
How does captioning work?
ClearCaptions uses advanced voice recognition software and a communications assistant to quickly provide captions of what callers say.

U.S. residents with hearing loss who have difficulty communicating on the phone.

Yes, but ClearCaptions strongly advises you to dial 911 directly using a landline phone (like Ensemble) or TTY rather than through the ClearCaptions web or wireless app. Dialing 911 from the standard telephone network remains the most reliable and fastest method of reaching emergency response personnel. The Internet does not function in the same way as the standard telephone network. 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.

ClearCaptions is free for qualified users (see above).

Yes. ClearCaptions is available for Android™ phones and tablets, and iPhone®, iPad®, and iPod® touch. You can download the free app from Google Play or the App Store. Once you’re registered and ClearCaptions is enabled, to see your captions and hear your call at the same time on your iPhone or Android, your phone must have both a voice and data plan, and support simultaneous voice and data transmission, or have a Wi-Fi connection.

ClearCaptions was designed to provide people who have hearing loss with access to the nation's phone system. Federal Communication Commission (FCC) rules allow ClearCaptions to offer this service to you for free. You can read more about this type of captioning service on the FCC's website.

You can use ClearCaptions on the web. You'll need an Internet connection and a computer near the phone to see your captions. If you don't have a PC, you can view your captions on an Internet-connected Android device, iPhone, iPad or iPod touch.
Note that many companies have firewall software installed that may conflict with the ClearCaptions website. For firewall information contact ClearCaptions Support at 866-868-8695 or support@clearcaptions.com.

Where ever you use ClearCaptions, you’ll need to register and enable the ClearCaptions service before you can begin using it.
If you use ClearCaptions on Ensemble, you'll need an Ensemble phone, a phone line and an Internet connection. Your service is enabled as soon as you register your Ensemble, PLUS you will automatically have access to ClearCaptions on the web. You can also use the service when you download the free ClearCaptions App for your wireless phone or tablet.
Once you’ve enabled ClearCaptions, all you need to use captions is a telephone, an Internet connection and a computer. If you don't have a computer, you can download the free ClearCaptions app for your device, and use an iPod touch, iPad, iPhone or Android. To see your captions and hear your call at the same time on your iPhone or Android, your phone must have both a voice and data plan, and support simultaneous voice and data transmission, or have a Wi-Fi connection.

No. You can use the phone you have. Once you’ve registered, simply sign into our web site or app, and start your call.
If your phone is near your computer, you'll want to display your captions on that computer's monitor. If you have a cordless phone you use at home, or a phone that's not near a computer, start your call from the ClearCaptions app on your Android device, iPad or iPod touch. To see your captions and hear your call at the same time on your iPhone or Android, your phone must have both a voice and data plan, and support simultaneous voice and data transmission, or have a Wi-Fi connection. For more information on how to download ClearCaptions for your iPad, iPod touch, iPhone or Android, please go to http://www.clearcaptions.com/.

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

Yes. ClearCaptions is a FCC-regulated caption provider with strict obligations for communications assistant confidentiality.

You will be prompted on your computer or cell phone, and asked whether you'd like to accept the call. When you accept the call, the phone at the number you entered in your ClearCaptions User Profile will ring. Answer it, and the captions will display on the device where you accepted that call.

No. Callers are simply prompted to enter your phone number (the phone number in your ClearCaptions account profile). Once they enter that number, and you accept their call, they will be connected to you and they will not know that the call is being captioned.

The user will be notified that you are temporarily unavailable and prompted to try again later.

Facebook Connect lets first-time ClearCaptions users establish a new ClearCaptions account using an existing Facebook account.

Go to http://www.clearcaptions.com/ then click the “Sign In” text link on the top menu strip. Then, just click the "Connect with Facebook" button above the sign-in box. If you’re currently signed in to your Facebook account on your computer, the pop-up window will recognize your account; just click the “Okay” button.
If you’re not actively signed in to you Facebook account, you can do that in the pop-up window by entering your Facebook username and password.

On the “Sign Up for ClearCaptions” form page that follows, you’ll see that some of your information is pre-populated based on your Facebook account settings.

No. ClearCaptions has no impact on these services.
I previously created a ClearCaptions account but now I want to sign in to it using Connect with Facebook.
You can only use Connect with Facebook for first-time ClearCaptions account setups. If you have a ClearCaptions account already, you will continue to use the account username and password you established when you signed up. You will not be able to log in to that ClearCaptions account using your Facebook login credentials.

Go to http://www.clearcaptions.com/ and sign in. Click the "Profile" icon located at the top of the page and enter any changes.
I forgot my ClearCaptions account password.
Go to http://www.clearcaptions.com/ then click the "Sign In" text link on the top menu strip. On the Sign In page, click the "Forgot password?" text link then follow the on-screen instructions to recover your password. (Note: Did you use "Connect with Facebook" when you first created your ClearCaptions account? Try using your Facebook username and password to access your ClearCaptions account.)

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!

Customer Care is open 8 a.m. to 9 p.m. ET Monday through Friday, 9 a.m. to 7 p.m. ET on Saturday and 9 a.m. to 5:30 p.m. ET on Sunday. For questions or support, please call 866-868-8695 or email information@clearcaptions.com.

Contact Customer Support at (866) 868-8695 or email us at support@clearcaptions.com

Clarity created the Ensemble to blend the best amplified phone with the convenience of having ClearCaptions built in. With Ensemble, you can caption inbound and outbound calls, and also use all the other Ensemble features.
ClearCaptions on your phone is similar to closed captions on your TV. You can hear AND read what's being said, taking the frustration out of using the phone. Instead of wondering what was said or asking people to repeat themselves, you can read the person's conversation during the call on Ensemble's slick 7" screen.

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.

Yes. ClearCaptions is a FCC-regulated caption provider with strict obligations for communications assistant confidentiality.

ClearCaptions provides Telecommunications Relay Services which are funded and regulated by the FCC. The FCC requires anyone who uses ClearCaptions to register and self-certify they are eligible to use the service.

You can download a copy. We need to update this to the latest Ensemble version

To use ClearCaptions on the web, you must be registered and signed into the service. Enter the number you wish to call into the "Phone Number to Dial" field and the number from which you are making the call into the "Your Phone Number" box. Click "Call." Your phone will ring momentarily and the number you are dialing will appear on your caller ID. Answer the phone and wait briefly while your party is connected. When your party is connected, captions will display on your computer screen.

You can do both. When you complete your call, choose either the "Print" or "Save" icons located on the right above the call window.

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.

Yes. If you are a Clarity® Ensemble™ user, you can turn captioning on for incoming calls the same way you do for outgoing calls.
If you’re using ClearCaptions on the web, you must be signed into your ClearCaptions account to accept incoming calls. You can view captions for incoming calls placed through the ClearCaptions Captioning Center. Tell your callers to:

  1. Dial the ClearCaptions Captioning Center at (855) 281-8700
  2. At the prompt, key in your phone number and press #

When they call you through the ClearCaptions Captioning Center, the ClearCaptions service will prompt you, and when you accept the call, the phone at the number you entered in your ClearCaptions User Profile will ring. When you answer it, captions for that call will display in the captioning window.

Yes. ClearCaptions is a FCC-regulated caption provider with strict obligations for communications assistant confidentiality.

Important. To use ClearCaptions on any mobile device, you must be registered, and signed into the service through your app. Follow the instructions for your device below:

iPad® and iPod® touch. Open the ClearCaptions app, and sign into the service using your email address and password. If this is the first time you’ve used the App, you will be directed to a registration/sign in page.

Once you’ve signed in, enter the number you wish to call (or choose a number from your address book) into the "Number You're Dialing" field and the number you are making the call from into the "Your Number" box. Click the "Call" button.

In a moment, your phone will ring. You will see the number you're dialing on your caller ID. Answer the phone and wait briefly while the phone rings and your party is connected. When your party is connected, your iPod/iPad will begin displaying the captions.
iPhone®. Launch the app, and sign into the service using your email address and password. If this is the first time you’ve used the App, you will be directed to a registration/sign in page, where you’ll be asked to register.

Once you’ve signed in, type the number you want to call (or choose it out of your address book) into the "number you're dialing" box. Type the phone number of the phone where you want to listen to your call into the "Your Number" box. Click the "Call" button. You will see a message that says "connecting to captioning system...waiting for available captioner..."
This is followed by confirmation that the call has started and the number of the ClearCaptions captioner captioning your call will appear on your screen.

Your phone will ring. You will see the number you're dialing on your caller ID. Answer the phone. Turn on your speaker if not using an earpiece. You will see a prompt that says "ClearCaptions View your Captions" "Close" "Launch". Choose "Launch" then hold briefly while the phone rings and your party is connected. When your party is connected, your iPhone will begin displaying the captions.
Note: To receive captions, your iPhone service provider must allow simultaneous text and voice transmission (currently offered by AT&T and T-Mobile), or you must have a Wi-Fi connection.
Android™. Launch the app and sign into the service using your email address and password. If this is the first time you’ve used the App, you will be directed to a registration/sign in page, where you’ll be asked to register.
Once you’ve signed in, type the phone number of the phone where you want to listen to your call into the "Your Number" box. Click the "Call" button. You will see a message that says "connecting to captioning system...waiting for available captioner..." followed by confirmation that the call has started and the Captioner #. Your phone will ring. You will see the number you're dialing on your caller ID. Answer the phone. Turn on your speaker if not using an earpiece. You will see a prompt that says "ClearCaptions View your Captions" "Close" "Launch". Choose "Launch" then hold briefly while the phone rings and your party is connected. When your party is connected, your Android will begin displaying the captions.

Yes. If you are a Clarity® Ensemble™ user, you can turn captioning on for incoming calls the same way you do for outgoing calls.
If you're using ClearCaptions on your cell phone, you must be signed into the ClearCaptions App. You can view captions to incoming calls placed through the ClearCaptions Captioning Center. Tell your callers to:

  1. Dial the ClearCaptions Captioning Center at (855) 281-8700
  2. At the prompt, key in your phone number and press #

When they call you through the ClearCaptions Captioning Center, the ClearCaptions service will prompt you on your wireless device. When prompted, you'll be taken to the ClearCaptions App where you can accept and then view the captions for that call once connected. Remember: once you accept the call, the ClearCaptions Captions Center will ring the phone number you have listed in your ClearCaptions User Profile.

The FCC requires that anyone who uses ClearCaptions be registered with the ClearCaptions service and self-certify that they are eligible to use the service.

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.

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.

Yes. ClearCaptions is a FCC-regulated caption provider with strict obligations for communications assistant confidentiality.

Customer Care Hours
1-866-868-8695

Monday
to Friday
8:00 am - 9:00 pm ET
Saturday 9:00 am - 7:00 pm ET
Sunday 9:00 am - 5:30 pm ET