Frequently Asked Questions

About CaptionCall Icon

About CaptionCall

What is CaptionCall?

With CaptionCall’s captioning service, 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. 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 need captions to use the phone effectively, then CaptionCall is for you. CaptionCall’s service 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.

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. That said, if you are blind or illiterate, CaptionCall will not work for you.

Can I use CaptionCall on a mobile device?

Yes! CaptionCall has a mobile app iPhone, iPad and Android. It allows you to make and receive phone calls with captions on your Apple or Android device. Learn more on our CaptionCall Mobile page.

How CaptionCall Works Icon

How CaptionCall works

How does CaptionCall work?

CaptionCall uses the most advanced voice recognition technology, captioning agents, 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. CaptionCall 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?

CaptionCall 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 CaptionCall 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 Icon

Getting CaptionCall

How can I get CaptionCall?

There are two options for receiving CaptionCall:

  1. Click the “Order Now” button at the top right of any of our web pages and fill out the form. A customer service representative will contact you to schedule the installation.
  2. Your hearing care or health care provider can help you order CaptionCall service.

Find a hearing care provider or audiologist near you.

Does CaptionCall provide free installation?

Yes! Local CaptionCall trainers will deliver the phone and activate service. CaptionCall offers two free installation service options:  

  • Red Carpet Service installation with in-person installation and hands-on training or self-guided installation with virtual trainer support.

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 for providing the captioning service by the Interstate Telecommunications Relay Service Fund, which is administered by the Federal Communications Commission.

Who qualifies to get CaptionCall?

To be eligible to use CaptionCall, you must have hearing loss that necessitates the use of captioned telephone service. At the time of installation, you will be required to complete a self-certification and provide other mandatory registration information.

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; and 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 four 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.

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?

Yes, contact our customer support team for more information. You may also download the CaptionCall mobile app on a mobile device and enjoy captioned telephone calls on the go.

Technology and Features Icon

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 sufficient, you can disable captioning. However, 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

What are the requirements for the CaptionCall Mobile app?

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

  • Hearing loss that necessitates the use of captioned telephone service
  • An Apple or Android smartphone or tablet
  • WiFi or cellular data service

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

Yes, if you have a CaptionCall phone, you are eligible to use the CaptionCall Mobile app. Visit the app or play store to download CaptionCall Mobile and feel free to contact CaptionCall Customer Support at 1-877-557-2227 or email with any questions.

What mobile devices are compatible with CaptionCall?

An Apple iPhone or iPad or an Android phone with Android 7 operating system is required to use the CaptionCall Mobile app.

Is there any cost for the CaptionCall Mobile App?

No. The CaptionCall Mobile app is available at no cost.

What phone number do I use with CaptionCall Mobile?

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

How does CaptionCall Mobile work?

The CaptionCall Mobile app lets you make and receive captioned calls using your mobile device. Learn more about CaptionCall for mobile or checkout the user guide section for more details.

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

TRS-URD Information

In order to provide captioning through the federal government program, the FCC requires us to collect this registration information from each customer. In order to use the service, the customer must provide us with consent to share their data with the URD administrator, Rolka Loube. Without this consent, a user cannot be registered for captioned telephone service and will eventually lose service.

Why is CaptionCall asking for this information?

Because CaptionCall is funded by a federal government program that is overseen by the Federal Communications Commission (FCC), we are required to provide this information – and your consent – as part of the identity verification process for users of our phone captioning service. This is an FCC-required formality.

With whom are you sharing my information? 

The information requested on the Telecommunications Relay Service User Registration Database (TRS-URD) form is information we already have (which was collected at the time your phone was registered/installed) and will be shared with the TRS-URD Administrator and the FCC. 

If I don’t sign the request, can I still use my phone?

While you will still be able to use your CaptionCall telephone for now, there may come a time when the captioning service will be disabled if we do not have your required consent to submit the necessary information.

Do I need to accept the URD message on all of my phones or just one of them?

You will need to accept the URD message on all of your phones that display the message.

By when must I accept the message?

The FCC requires all Internet Protocol Captioned Telephone Service providers, including CaptionCall, to get customers’ consent. You should accept the URD message as soon as it is displayed on the telephone screen.

Will I have to accept the URD window again if I get a new phone?

No, the URD is tied to the account not the phone.

How do I get the URD message to show?

The message can be “prompted” three ways. By:

  1. Waking up the phone by touching the screen.
  2. Going off hook, then hang up – with Captions OFF by Default.
  3. Ending a phone call and pressing the HOME button.

Why is the Accept button not working?

For the button to work properly, you must scroll to the very bottom of the message before clicking Accept. 

I keep closing the new URD window, but it keeps popping up. How do I get it to stop showing?

The message will continue to display until you accept it.

What did I just sign? 

By signing the TRS-URD form, you agreed that the information collected from you when your phone was registered/installed will be shared with the TRS-URD Administrator and the FCC, the government entity that oversees our service. 

Does signing this with my signature apply to all future versions of this document without letting me see what I’m agreeing to? 

By signing the URD Consent, you agree to receive any future versions of the agreement electronically; however, if the URD Consent changes and we require your agreement to the new version, we will provide you the new version to sign electronically.

Can I have a family member – my son or daughter – read the URD and sign it for me?

Your family member can read it to you, but you should be the one to press the Accept button.