Frequently Asked Questions

Q: Why am I getting this email? 

A: Our records indicate that someone with this email address downloaded the CaptionCall Mobile app and registered to use the captioned telephone service. If this is an error, please contact customer service at 1-877-557-2227 and we will close the mobile account. 


Q: I never downloaded/don’t remember ever getting the app.
Why am I getting this email?

A: Our records indicate that someone with this email address downloaded the Captioncall Mobile app. If there has been an error, please contact customer service at 1-877-557-2227 and we will close the mobile account.


Q: What is my CaptionCall-assigned phone number?

A: The CaptionCall-assigned phone number is a phone number provided to users which is needed to be able to use the app. You can find this phone number any time in the settings menu. Users can easily forward calls from their personal number to this new number to have their phone calls captioned if they need them. See tutorial HERE.


Q: I haven’t used the CaptionCall Mobile app in a long time – it’s been more than 45 days.  Why am I getting this notification now?

A: We are notifying anyone who has gone 45 days or more without logging into the CaptionCall Mobile app that their settings for the mobile app will be changed. We have just begun reaching out to all mobile customers to notify them of this process. While you may not have used CaptionCall Mobile in more than 45 days, we still want to let you know. If you want to start using CaptionCall Mobile again, you will have to re-register in the app or call Customer Support at 1-877-557-2227. 


Q: My account has been deactivated; will I be able to use CaptionCall Mobile App in the future?

A: Yes – if you have hearing loss and need captions to use the phone effectively, you will be able to use the Mobile app in the future. To do so, please either download or update your app in the app store, then log into your account (see next question). You will just receive a new phone number associated with your CaptionCall Mobile App.


Q: How Do I log in to my account?

A: To log in to CaptionCall Mobile, 1) open the CaptionCall Mobile app, 2) enter your Username and Password 3) click “SIGN IN” button. If you’ve forgotten your username or password, contact customer support at 1-877-557-2227.


Q: Can I get the phone number back after it has been deactivated?

A: Not likely. We understand you may have given out the phone number in the past, and you may do that with the new phone number given upon logging back in and re-registering. You may also forward your calls from your regular cell phone number to the newly assigned number to make receiving captioned calls easier. See tutorial HERE.


Q: Why can’t I use my personal mobile phone number? 

A: Each CaptionCall Mobile account must have an associated VoIP phone number to work correctly.


Q: Is there a cost associated with CaptionCall Mobile?

A: No. CaptionCall Mobile is available at no cost to people with hearing loss who need captions to use the phone effectively.


Q: Will this affect my personal phone number? Will this affect my CaptionCall telephone and service for the landline phone?

A: No, this only affects the CaptionCall-assigned phone number given upon registration for the Mobile app.


Q: Will this affect my mobile service in general and are there any charges/do I have to pay for anything?

A: No, this is only regarding the CaptionCall-assigned phone number that was assigned upon registration for the CaptionCall Mobile app. There is no effect on your mobile service provider and there is no cost to this change or for the CaptionCall Mobile app.


Q: Is there an easier way to have calls captioned with the CaptionCall Mobile app, rather than having to give out the new CaptionCall-assigned phone number to everyone?

A: Yes, you can forward all your calls from your cell phone to the new, CaptionCall-assigned phone number in the app. That way you don’t miss a single call being captioned. The best part is, you can adjust the captioning settings to default on or off, so that you utilize captions only on calls where it is needed. See tutorial HERE.


Q: What if I have a new phone and I don’t have the CaptionCall Mobile app on my phone anymore?

A: If you would like to download CaptionCall Mobile on your new device, you may download it directly from either the Apple Store or the Google Play Store and then log in to your account.