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General FAQs

1. Who is eligible for InnoCaption service? [+]
    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.
2. Which mobile phones does InnoCaption work on? [+]
    Smartphones with an Android(OS 5.1 ‘Lollipop’ or higher version) or an iPhone(iOS 10.0 or higher version) except Windows or Blackberry phones. Generally, 3G, 4G or latest network smartphones are recommendable.
3. Can I receive a call thru the InnoCaption App? [+]
    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.
4. Will my new InnoCaption number be able to receive text messages? [+]
    No. Your texting capabilities will still be through your mobile number provided to you by your mobile carrier.
5. Is my conversation kept confidential? [+]
    YES. InnoCaption is a FCC regulated captioning provider with strict obligations for confidentiality with all of our customers.
6. What kind of listening devices would I be able to use? [+]
    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.
7. Will captions be available in languages other than English? [+]
    Unfortunately, captions are only available in English at this time.
8. Can I change my InnoCaption number after being assigned it? [+]
    No, once you have a caption phone number unfortunately we are unable to change it.
9. What if I get a new mobile phone or I change my original mobile phone number? [+]
    Please email us at and we will help you.
10. What if my personal information is changed? (Ex. Address, Original mobile phone number, email, and etc.) [+]
    You can change your information at ‘MY ACCOUNT‘ menu in our web site or email us your new information at and we will help you.
11. What if I want to cancel my InnoCaption service? [+]
    You can unsubscribe it at Unsubscription page. Or you may email us at and we will assist you with the cancellation.
12. What is the difference between having my Wi-Fi turned on and having my phone connected to a Wi-Fi source? [+]
    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.
13. Can I use InnoCaption for in-person transcription or CART? [+]
    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.
14. What makes InnoCaption so different from other providers? [+]
    We are the only IP-CTS provider to –
      • Use Communication Assistants (CAs) that are live stenographers instead of voice recognition technologies (i.e. dragon talk)
      • Provide seamless inbound calling
      • Provide initial connectivity capabilities that are on par with that of a hearing user
      • Deliver Captioned Voice Mail
      • Support 911 calls by providing a system for operators to access the users’location through their XY coordinates
15. My InnoCaption app does not seem to be operating properly. [+]
    A standard operating practice with today’s technology includes “rebooting” or “re-syncing”. If you are having complications with your InnoCaption app, we recommend you :
      (1) open the app;
      (2) go into Settings;
      (3) scroll down and click “Retry Activation”.
  If that does not resolve your issue, please contact customer care at
16. I’m on Wi-Fi, but have weak or dropped calls. How can I fix this? [+]
    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.
17. During registration, I entered the wrong information. How can I change it? [+]
    If you entered your mobile number and your password correctly, you will be able to log back in. Otherwise, please email us at and we will be more than happy to help you
18. How does InnoCaption work? [+]
    The InnoCaption App handles two things at the same time, voice (audio of the other person) and captions of the other person’s voice. In a regular phone call, all that is needed is a voice channel on your phone. In an InnoCaption call, the voice channel is used to carry your voice to the person on the other end; however, when the other person talks to you, their voice goes two places: it goes to your phone (audio), just like any phone call and to our Communication Assistant (CA), who is a live stenographer. The CA captions what is being said.