Please choose from the following FAQ’s
FEDERAL LAW PROHIBITS ANYONE BUT REGISTERED USERS WITH HEARING LOSS FROM USING INTERNET PROTOCOL (IP) CAPTIONED TELEPHONES WITH THE CAPTIONS TURNED ON. InnoCaption is a certified IP captioned telephone service provider. InnoCaption uses a live stenographer to generate captions. The stenographer generates captions of what the other party to the call says. These captions are then sent to your phone. There is a cost for each minute of captions generated, paid from a federally administered fund.
If your assigned InnoCaption number is getting a lot of wrong number calls, please let us know by emailing us at firstname.lastname@example.org – our team will help you solve this issue!
Yes. If you do not already have one, set a password on your voicemail box. Then, disable the “Call Waiting Function” on your mobile device. After you use the InnoCaption App to call your mobile number, you will be asked for the password you entered for your voicemail. You will be able to get your voicemail captioned by one of our Communication Assistants after you input your password.
If you are having issued making and/or receiving calls, and you work in a secure building, sometimes the port used by InnoCaption is blocked. If you are having that problem, please contact us so our engineering team can work with your IT department to solve the issue!
To delete a message from your InnoCaption Voicemail press 7. If you wish to save the message, press 9.
If, in the middle of a conversation your captions stop, you are most likely experiencing connectivity issues. Your Wi-Fi connection may be experiencing some issues, or perhaps you entered an area that is not covered by 4G/LTE. If the issue persists, please contact us at email@example.com.
InnoCaption takes up 4MBs for 1~1.5 hours of captioned calls. InnoCaption uses a very small amount of data.
To make an international call, Dial 011 | the Country Code | then the Telephone Number – please note, “+” country codes do not work at this time.
If you want to block your Caller ID – your InnoCaption number will not show up when making an outgoing call – dial *67 followed by the Telephone Number you wish to call.
Anyone who is deaf or hard of hearing who wants to use their own voice to talk, but needs assistance of the service in understanding the other party.
Android Smartphone/Tablets with OS 4.4 and higher
iPhone/iPad with iOS 11 and higher
Yes. InnoCaption provides functional equivalence, so that you can make and receive a call whenever and wherever as a mobile phone was intended, mobile, and effortless.
No. Your texting capabilities will still be through your mobile number provided to you by your mobile carrier.
YES. InnoCaption is a FCC regulated captioning provider with strict obligations for confidentiality with all of our customers.
If you have a Cochlear Implant (CI), you may directly connect a audio cable to your CI and to your phone. If you have hearing aids, using a hearing loop, BT (Bluetooth) Gateway, or a Silhouette device will allow you to experience your phone call without any ambient or outside noises.
Unfortunately, captions are only available in English at this time.
In limited circumstances, where an assigned number presents an issue to a user, we are able to change the assigned number.
Please email us at firstname.lastname@example.org and we will be able to assist you in transferring your InnoCaption account to the new number.
You can change your information using the ‘Login‘ menu in our website or email us your new information at email@example.com we will help you
You can cancel your service by emailing us at firstname.lastname@example.org.
Having Wi-Fi on means that your phone is enabled to connect to a Wi-Fi source. To actually be connected to a specific Wi-Fi network, you will need to go into your phone’s settings and connect to a Wi-Fi.
InnoCaption only provides IP-CTS. By law, InnoCaption is not and cannot be a substitute for CART or in-person transcription. FCC does differentiate between the IP CTS and CART (live-event captioning). CART provides a complete translation of all spoken words and environmental sounds for the benefit of an individual consumer or larger group in a variety of settings, including classrooms, courtrooms, religious services, conferences and so forth. CART is a fee-based service. It is stipulated in our conditional certification with FCC that InnoCaption cannot be used as a substitute for CART or for in-person transcription because those services are not covered under the TRS fund.
Sometimes when we are connected to multiple Wi-Fi sources, our phones will have weak signals. We suggest disconnecting from all current Wi-Fi sources and reconnecting to the Wi-Fi you wish to use.
These connection issues often occur when your WiFi router has buffering issues, which can lead to delays over time. Power off your Wi-Fi router for 1-2 minutes and then turn it back on. This will clear the buffering and refresh the connection. Alternatively, turn off your mobile device’s Wi-Fi connection and make/receive calls on a 4G/LTE network, which may have better connection stability.
Yes, you can set up “Call Forwarding” through your network carrier so that all inbound calls to your number are picked up by the InnoCaption app. This means you don’t have to give out your new InnoCaption number to your contacts, as they can continue to call you on your existing cell number. Since the call forwarding instructions differ depending on which network carrier and mobile device you are using, please refer to our manual. If you need assistance, you can contact our support team at email@example.com.
ASR stands for “Automated Speech Recognition” and is an alternative feature you can select for captioning. When using our ASR feature, your call will not be captioned by a live stenographer, but instead by AI speech recognition software. InnoCaption allows you to set up either captioning mode as your default setting.
If you have a question you are not able to find in our FAQ's – please contact our support team at firstname.lastname@example.org. We will assist you with your question and where necessary, add that information to our FAQs.