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 Mobile?

    ClearCaptions Mobile is the FREE app that lets you enjoy captioned phone calls on your iPhone. 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 phone with confidence with the ClearCaptions Mobile app.

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

  • How does mobile call captioning work?

    When you make or receive a mobile call that utilizes your ClearCaptions Voice 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 phone screen.

     

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

    That’s the best news: the ClearCaptions Mobile app, which provides you call caption when you make or receive mobile 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 phone.

  • How do I get started with the ClearCaptions Mobile app?

    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 Voice 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.

  • Why do I need to register?

    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.

  • Will ClearCaptions Mobile work on my phone?

    Currently, the ClearCaptions Mobile app is for use on Apple iPhones only, models 5S and greater. Proper use of the app requires an iPhone model with at least a 64-bit processor.

    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 help installing or using the ClearCaptions Mobile app?

    If ever you need help locating the ClearCaptions Mobile app, installing it onto your iPhone, or understanding how to use it for the best captioned calls every time, just reach out to us. Call us at 866-868-8695 any time. Our team is always ready to help you. We can help you over the phone or can arrange to have one of our trained specialists visit you in person, always at NO COST to you.

    If you want help with the ClearCaptions Mobile app or have any questions about our captioning service, just call us. Again, our number is 866-868-8695.

  • How much data/bandwidth does the ClearCaptions Mobile app use?

    Your data/bandwidth usage is tied to how often you use your mobile phone 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.

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

    Tap the ClearCaptions Mobile app on you phone. 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.

  • Does the ClearCaptions Mobile app need to be open for me to receive a call?

    No. Even if your phone is in sleep mode or is locked, when you receive an incoming call (either from a caller who is dialing your ClearCaptions Voice number or from a caller who is dialing your mobile phone number that you have previously forwarded to your ClearCaptions Voice number), your phone 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.

  • 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.

  • 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 phone. Your conversations are safe, private, and protected.

  • 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.”

  • 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 do I forward my mobile number to my ClearCaptions Voice number?

    While you can provide your ClearCaptions Voice 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 Voice 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 Voice phone 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 you phone, dial *72 followed by your ClearCaptions Voice phone number.
    • If you want to remove the call forwarding, dial *73.
  • What happens if I don’t use my ClearCaptions Voice number?

    If up to two (2) months of time elapses with no use of a ClearCaptions Voice 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 Voice number after such a lapse, just call us at 866-868-8695 to have a new number assigned to you (we likely will not be able to reactivate your previous ClearCaptions Voice number for you).

  • 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 Voice phone 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 Voice number will include captions along with the voice messages that are left for you.

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

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

  • 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 phone’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.

  • 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 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.

  • 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 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.

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

    The ClearCaptions Mobile app is only available for use in the United States; it will not provide call captioning if you are outside of the U.S. If you have an active ClearCaptions account that you use with the ClearCaptions Mobile app while in the United States, you will receive captioned calls. If you leave the U.S., the captioning will not be functional. Upon your return to the U.S., and if your ClearCaptions account is still active, you will again be able to receive captioned mobile calls.

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

    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 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 app from my iPhone?

    Press and hold the ClearCaptions app icon until an “X” appears on the upper left corner of the icon. Press the X and then confirm deletion.

  • 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.

  • What is ClearCaptions Voice?

    ClearCaptions Voice is your personalized call captioning phone number. With it, you can make and receive calls that will have your caller’s words captioned for you to view and read along during the conversation.

     

    Your ClearCaptions Voice number is associated with your ClearCaptions call captioning account and it’s yours at absolutely no cost to you when you qualify for our service.

     

    If you want to know more about ClearCaptions Voice and how you can get your free, personalized Voice phone number, just call us at 866-868-8695.

  • 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.

  • What if I don’t like my ClearCaptions Voice number?

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

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

    While you can provide your ClearCaptions Voice 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 Voice 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 Voice phone 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 you phone, dial *72 followed by your ClearCaptions Voice phone number.
    • If you want to remove the call forwarding, dial *73.
  • How long can I keep my ClearCaptions Voice number?

    You can keep your ClearCaptions Voice number to use for captioned mobile 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 Voice number are properly qualified.

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

  • I’ve forgotten my ClearCaptions Voice number—what do I do?

    If you have the ClearCaptions Mobile app installed and active on you phone, you can easily retrieve you ClearCaptions Voice number:

    • Open the ClearCaptions Mobile app on your phone
    • Go to Contacts
    • Find your ClearCaptions Voice number displayed just below the Search bar

     

  • 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.