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Common questions

About CaptionCall How it Works Getting CaptionCall Tech and Features CaptionCall Mobile

About CaptionCall

What is CaptionCall?

CaptionCall is a lot like getting captions on TV. With the CaptionCall phone, you can hear and read what the other person is saying. The CaptionCall phone displays big, easy-to-read text that automatically scrolls during your conversation Plus, you can amplify the sound to better hear your caller’s voice with superb audio quality. It dials, rings, and works just like a regular phone.

How do I know if I need CaptionCall?

If you have a hearing impairment that makes it difficult for you to use the phone, and if captions would allow you to use the phone more effectively, then CaptionCall is for you. The CaptionCall phone is intended for people experiencing hearing loss, regardless of the cause. This might include illness, injury, loud working conditions, military service, or simply getting older. You yourself may not realize you are experiencing hearing loss. If you find yourself asking people to repeat themselves, or if people complain you don’t hear them on the phone or keep the radio or TV too loud, you may have hearing loss. A professional hearing test can confirm the frequencies that are difficult for you to hear and recommend options that might help you manage a hearing loss.

How is CaptionCall different from a regular phone?

The CaptionCall phone dials numbers and receives calls just like a standard landline telephone.
The difference is its large display screen, which provides near-instant captions so you can read what’s being said.

My eyesight is poor. Will I be able to read the captions?

To ensure maximum readability, the CaptionCall phone uses an easy-to-read font, available in different sizes and displayed on a large, high-resolution screen.

Can I use CaptionCall on a mobile device?

Yes! CaptionCall has a mobile app for iPad. It allows you to make and receive phone calls with captions on your iPad. Learn more on our CaptionCall for iPad page. To learn more about our iPad solution, visit https://captioncall/captioncall-ipad .

How CaptionCall works

How does CaptionCall work?

CaptionCall works a lot like closed-caption television. It uses the most advanced voice recognition technology and a fast transcription service to display written captions of what a caller is saying on a large, easy-to-read screen.

Will the CaptionCall phone work with my hearing aid?

Yes! The CaptionCall phone is hearing-aid compatible and works with most hearing aids. In fact, the CaptionCall phone complies with the Telecommunications Industry Association standard TIA-1083 for hearing aid compatibility and reduced interference.

Can I keep the same phone number?

Yes. The CaptionCall phone works with your current home phone number.

Can I still use the other phones in my home?

Yes. CaptionCall does not affect the use or operation of other standard phones in your home.

Can I use my CaptionCall phone for long-distance calls?

Yes. Your phone service provider’s standard long-distance charges will apply.

Will I have to change my phone service provider or plan to use CaptionCall?

The CaptionCall phone has no impact on your current phone service provider. You can keep your current provider and plan.

Does using CaptionCall impact my phone services?

No. CaptionCall works seamlessly with the services you’ve selected from your provider, including call waiting, call forwarding, voice mail, and caller ID.

Can I use the CaptionCall phone to call 911 in case of an emergency?

Yes, you can use the CaptionCall phone to call 911 using your telephone service, just as you would using any other home phone. Remember, as with any other call, it may take a moment for captioning to start. Read more information about 911 calls here.

Can I turn off captions during a phone call?

Yes. Captions can be turned off during a call using the in-call menu options.

Getting CaptionCall

How can I get CaptionCall?

There are two options for receiving CaptionCall:

1. Order a CaptionCall phone today for only $75 by clicking here or calling 1-877-865-9228. You can get a rebate for your cost at any time by providing us a professional certification of hearing loss. Download a rebate request here.

2. Receive CaptionCall at no cost by visiting a hearing care professional first. There is no up-front cost when you submit a signed professional certification with your request for a phone. Download a certification form here.

Does CaptionCall provide free installation?

Yes! Local CaptionCall representatives will deliver the phone. Our Red Carpet Service includes free installation and hands-on training.

Will using CaptionCall increase my monthly phone service bill?

No. CaptionCall works automatically with your phone service provider, with no increase to your monthly bill. The captioning service for qualified users is paid for by the federal government through the Americans with Disabilities Act.

How can the CaptionCall service be free?

Thanks to the Americans with Disabilities Act (ADA) and the Federal Communications Commission (FCC), funds are set aside to help people with hearing loss effectively use the telephone. CaptionCall is an FCC-authorized captioned telephone service provider and is compensated fromby the the Interstate Telecommunications Relay Service fund, which is administered by the Federal Communications Commission, FCC for providing the captioning service.

Who qualifies to get CaptionCall?

To be eligible and use CaptionCall, you must have:

  • Hearing loss that necessitates the use of captioned telephone service
  • High-speed internet connection
  • A self-certification that you have a hearing loss that requires the use of captions to use the telephone as well as mandatory registration information must also be provided before you can use the CaptionCall service.

What information is required before I can use CaptionCall?

Federal requirements require that each individual who qualifies for the program provide the following certification and registration information:

  • A self-certification that you have a hearing loss that necessitates use of captioned telephone service; that you understand captions on the captioned telephone service are provided by a Communications Assistant who listens to the other party on the line to provide the text on the captioned phone; that you understand that the captioning service is funded through a federal program; that you will not permit, to the best of your ability, persons who have not been registered to use CaptionCall to make captioned telephone calls.
  • Registration information includes your full name, address, telephone number as well as the last 4 digits of your Social Security Number and date of birth.

The certification and registration information are collected when the CaptionCall phone is installed. The CaptionCall captioning service cannot be used without providing both the self-certification and registration information.

How can I get my hearing loss certified for a no-cost CaptionCall phone?

It’s easier than you might think. Whether you prefer to get reimbursed for your payment, or provide a certification of hearing loss before installation, a professional certification of hearing loss enables you to get CaptionCall at no cost. Visit your regular doctor, or go to a nearby hearing care professional and ask for a hearing evaluation. If hearing loss is making it difficult for you to use the phone, and if, in their professional opinion, you would benefit from captions during your telephone calls would allow you to use the phone more effectively, they can complete the certification form you need to request a no-cost phone or get reimbursed for your $75 purchase. You can submit the form to us, or have your hearing care professional send it. Learn more

What happens after my Certification Form is submitted?

Once a form is received by CaptionCall, we will contact you within a couple business days to set up an appointment for the phone installation or arrange your reimbursement. If you have questions about the status of your certification, contact Customer Support at 1-877-557-2227 or support@captioncall.com

Where is CaptionCall available?

The CaptionCall service is available throughout the United States. It is for qualified individuals and supported through the federal government’s Interstate Telecommunications Relay Service fund, which is administered by the Federal Communications Commission.

I have a CaptionCall phone, can I get a second phone?

You can purchase additional phones for $75 each. CaptionCall will provide free delivery and installation for all phones. Additional phones are not eligible for reimbursement.


Technology and Features

Can I control the volume on my CaptionCall phone?

Yes, you can control the volume of your CaptionCall handset. The CaptionCall phone allows you to use amplifications as well as captions of what your callers say. If amplification is not adequate, captions provide the support you need to use the phone effectively. Depending on the model, volume is adjusted by turning the dial on the front of the phone or using the keys under the handset. The volume will default to a lower setting after each call. Use the override volume setting to permanently adjust the handset volume. See the user guide for your phone.

Can I amplify certain frequencies on my phone?

Yes, you can customize the CaptionCall phone to boost those frequencies where you have the greatest hearing loss. To do this, leave the handset in the cradle, touch Settings on the screen, then touch Amplification to choose your preferences. See the user guide for your phone.

How do I add contacts to my CaptionCall phone?

Names and phone numbers can be added by selecting Contacts on the screen. See the user guide for more details.

Can I review a conversation after I hang up?

Yes. The captions of your most recent call will stay on the screen, so you can review call content immediately after each call. You can also use the Saved Conversations feature to save the captions for review at a later time. See the user guide for more details.

What captioning languages are available?

Captioning is available in English and Spanish.

What is TIA-4953 Certification?

TIA-4953 is a standard set by the Telecommunications Industry Association (TIA) that indicates how loud a phone is. CaptionCall is proud to be the first and only captioning telephone that meets the strict amplification standards for people with mild, moderate, or severe hearing loss. This means people with different levels of hearing loss will be able to hear and understand speech better on the CaptionCall phone than on any other captioning telephone and most amplified phones.

What is TIA-1083 Certification?

This industry standard set by the Telecommunications Industry Association (TIA) indicates how a telephone interacts with hearing aids. It measures the magnetic noise that comes from a telephone handset; this noise can interfere with hearing aids. The CaptionCall phone meets the TIA-1083 standard for hearing aid compatibility and reduced interference. Hearing aid users will experience significantly reduced interference, static, or buzz when using a CaptionCall phone.

CaptionCall Mobile

CaptionCall for iPad - What are the requirements for the CaptionCall Mobile app?

To be eligible and use the captioning on any CaptionCall product or service, you must have:

  • Hearing loss that necessitates the use of captioned telephone service
  • An Apple iPad 2 or later
  • WiFi or cellular data service

I already have a CaptionCall phone. Can I get CaptionCall Mobile?

Yes, if you have a CaptionCall phone and a compatible iPad, you are eligible to use the CaptionCall Mobile app. Contact CaptionCall Customer Support at 1-877-557-2227 or email support@captioncall.com.

What mobile devices are compatible with CaptionCall?

An Apple iPad2 or later is required to use the CaptionCall Mobile app. CaptionCall will not work on Android or other devices.

Is there any cost for the CaptionCall Mobile App?

No, the CaptionCall Mobile app for iPad is available at no cost.

What phone number do I use with CaptionCall Mobile for iPad?

You will receive a new phone number with the activation of the CaptionCall Mobile app.

How does CaptionCall Mobile for iPad work?

The CaptionCall Mobile app lets you make and receive captioned calls using your mobile device. Learn more about CaptionCall for iPad.

Can you adjust the font size for captions on the mobile app?

Yes, the font size is adjustable in the Settings menu.

How do you save calls using the mobile app?

After each call you will have the option to save the conversation. Select Yes to save the conversation for later review.

Who do I contact if CaptionCall is not working on my iPad?

Our customer support team is happy to help! Call 1-877-557-2227 or email support@captioncall.com.