How do I fix a CaptionCall phone that is not working?
Answer
Check the telephone cord to the wall jack, confirm home internet is working for captions, then sign into the CaptionCall app with the account email—or use Forgot Password if the old email is gone and contact CaptionCall Customer Care to update the account.
Before you start: stop right away if…
- Account email changes often require official Customer Care, not only an in-app edit.
Follow these steps
Check the phone cord and dial tone
Confirm the telephone cord runs from the phone’s line port to the wall jack. Lift the handset and listen for dial tone.
You should see: Dial tone is present, or you find a loose/wrong cord to fix.
Confirm internet for captions
Test Wi-Fi or the network the CaptionCall device uses. Captions can fail even when dial tone works if internet is down.
You should see: Internet loads normally and captions can attempt to connect.
Sign in or reset CaptionCall app access
Open the CaptionCall app, tap Sign In, and try Forgot Password with the email originally tied to the account if possible.
You should see: You regain app access, or an account error remains that Care must fix.
Update the account with Customer Care
If the old email is gone and sign-in fails, contact CaptionCall Customer Care to update the account email and restore service on the new phone setup.
You should see: Care updates the account and captions work again.
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Extra tips
What to look for: No dial tone, captions missing while voice works, or CaptionCall app account errors after an email change
Before you change anything: Note whether dial tone exists without captions. Have the original CaptionCall account email if you still know it. Confirm Wi-Fi or Ethernet internet is online. Contact CaptionCall only through official support channels.