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 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 ClearCaptions work?

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

    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.

  • Who can use ClearCaptions?

    U.S. residents with hearing loss who have difficulty communicating 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 (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.

  • How much does it cost?

    ClearCaptions is free for qualified users (see above).

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

    No.

  • Are there long distance charges to use ClearCaptions?

    No.

  • Can I use ClearCaptions on my cell phone?

    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.

  • Why is ClearCaptions free?

    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.

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

    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.

  • What do I need to use ClearCaptions?

    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.

  • Do I need a special phone to use ClearCaptions?

    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 https://www.clearcaptions.com/.

  • 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 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.

  • Is my conversation private with ClearCaptions?

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

  • What happens when someone dials the ClearCaptions Captioning Center?

    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.

  • Will people who call me through the ClearCaptions Captioning Center know that I am using ClearCaptions?

    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.

  • What if I decline the call?

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

  • What is “Facebook Connect”?

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

    Go to https://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.

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

    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.

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

    Go to https://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 https://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.)

  • 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 contact ClearCaptions?

    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.

  • I’m having trouble setting up my Ensemble, what should I do?

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

  • What is Clarity Ensemble?

    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.

  • 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.

  • Is my conversation private with ClearCaptions?

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

  • Why do I need to register my Ensemble?

    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.

  • I lost my Ensemble User Guide. How do I get another one?

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

  • What is ClearCaptions Web?

    ClearCaptions Web is coming soon. We’re developing it for you to serve you when you want to make or receive captioned phone calls using your computer or laptop.

    Watch for more information about ClearCaptions Web release. You’ll love it!

    If you have any questions, please call us at 866-868-8695.

  • When will ClearCaptions Web be available for me to use?

    ClearCaptions Web is coming soon. We’re developing it for you to serve you when you want to make or receive captioned phone calls using your computer or laptop.

    Watch for more information about ClearCaptions Web release in 2019. You’ll love it!

    If you have any questions, please call us at 866-868-8695.

  • What is ClearCaptions Mobile?

    ClearCaptions Mobile is coming soon. We’re developing it for you to serve you when you want to make or receive captioned phone calls using your mobile device.

    Watch for more information about ClearCaptions Mobile release – you’ll love it!

    If you have any questions, please call us at 866-868-8695.

  • When will ClearCaptions Mobile be ready for me to use?

    ClearCaptions Mobile is coming soon. We’re putting the finishing touches on it now and expect to roll it out very soon. You’ll love the way it lets you enjoy captioned mobile calls, whether you’re at home or on the go.

    Watch for more information about ClearCaptions Mobile release – you’ll love it!

    If you have any questions, please call us at 866-868-8695.

  • 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.

  • 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.

  • Is my conversation private with ClearCaptions?

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