Frequently asked questions

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CaptionMate is available free to anyone with hearing loss who wants to use their own voice to talk on the phone, but needs the assistance of captions to understand the other party.
The CaptionMate app is 100% free to download and to use for any consumer with hearing loss. The cost of captioning each Internet Protocol Captioned Telephone call is paid for by a fund administered by the FCC.
CaptionMate works with almost any internet connected screen including mobile phones (both iOS and Droid), Tablets (both iOS and Droid), computers, and landline phones. The CaptionMate app is compatible with iOS version 12 and above and Android version 5.0 and above.
Yes, CaptionMate is the functional equivalent of a standard phone call and allows the user to both make and receive captioned phone calls.

Yes, CaptionMate offers total privacy and security. CaptionMate has eliminated the need for a CA (Captioning Assistant) or Transcriptionist giving you the freedom and true functional equivalency you deserve. Speak freely and openly to your friends and loved ones without that awkward third-party operator on the line. CaptionMate uses ASR (Automatic Speech Recognition) coupled with AI (Artificial Intelligence) to turn words into captions.

Although CaptionMate uses ASR to caption your speech, the ASR engine DOES NOT store or otherwise keep any record of your speech or transcription after the call is ended.

No, CaptionMate is a free app that is downloaded from the APP or Play stores and runs on your own smartphone or tablet. CaptionMate can also be used with an existing landline telephone and an internet connected computer. To learn how to make a call with your landline phone and computer click here:
CaptionMate works on both WiFi as well as the cellular/data service on your smartphone or tablet. You do not need WiFi but you will need a cellular/data plan if you aren’t on WiFi.
CaptionMate is regulated by the FCC and they require certain personal information (last four digits of your social security number, date of birth, mailing address) during registration to stop fraud and abuse.

Yes, CaptionMate is available more than 100 languages including English, French, Spanish, German and many more. You can set the appropriate language(s) in the “Settings” menu. For a step by step tutorial on how to change and use different languages on CaptionMate click here: Customizing the App For Your Needs

Your language for the call can also be changed during the call itself, by using the language dropdown at the top of the captioning page.

Yes, CaptionMate allows the user to customize the size of the font and the background color to your specific needs. For step by step instructions on how to change the font size and background colors click here: Customizing the App For Your Needs
If the person you are speaking to is in a noisy environment or is not being captured accurately, it's possible that they are speaking on "speaker" mode. Ask them to take themselves off of speaker and hold the phone to their face.
Yes, CaptionMate allows you to read both what you say as well as what the other person says so you see the entire conversation, not just one side of it. This is extremely important after the call has finished if you are viewing the saved transcription as without this feature you would only be able to read one side of the conversation.
What is Captionmate Simulcast? Simulcast = Simul(taneous) + (web)cast: CaptionMate allows you to view the captions on multiple devices at the same time and it allows you to share the captioning stream live in real time if you choose. See this link for more information: How to Simulcast
Yes, CaptionMate automatically saves the transcript of each call for you on the device that the call was initiated or received on, no where else. To learn to view your saved transcripts click here: View your saved transcripts
If your new Fitbit watch caused CaptionMate to stop working simply reboot/restart your Android phone and it should start working again.
  • Open the CaptionMate app
  • Click on "Settings" on the lower right-hand corner of the screen
  • Scroll down until you see the feature named "Spoof my number" (for older versions of the app or "Outgoing Caller ID" (for new versions of the app.
  • Make sure this is turned "on".  The toggle button all the way to the right with some "Blue" showing underneath it.

If you have call forwarding "on" and notice that when someone calls you the wrong caller ID information is showing up on the screen please take these steps to fix it.

  • Identify what name and/or number is showing up incorrect on your caller ID during an incoming call (i.e. Mary Smith)
  • Open the CaptionMate app
  • Click on "Contacts" on the lower left-hand corner of the screen
  • Locate the contact in question (find Mary Smith in the contact list) and click on this contact
  • On the upper right-hand corner of the screen there will be a small "gear/settings" icon, click it.
  • You will now have the option to "delete" this contact.  Please delete the contact.
  • Now go back to the CaptionMate contact list and choose "Add New contact " at the top of the page.
  • Proceed to enter the contact's name and phone number which you just deleted (make a new contact for Mary Smith) and press "save" in the upper right-hand corner of the screen.
  • Now the issue is fixed.


You can check our system outages here: Outages
There are several possibilities: 1) You might be trying to make an outgoing call with a phone that is not registered as an "authorized phone" in your profile, or 2) you may have your caller id feature blocked on your phone, or you might a forwarded number to a different IPCTS provider.
  1. You can have multiple mobile devices on the same CaptionMate account. However, you can only make calls from one of your "Authorized" phones, which can be found on your profile.
  2. Some users have Caller ID blocked on their mobile phones. Unfortunately, CaptionMate will not work with this feature enabled.
  3. If your cell phone number is already forwarded to a different provider (e.g., RogerVoice), CaptionMate will not be able to make calls. Please try un-forwarding your number.
We have two easy videos that will show you how to make a call; just click on the appropriate link below:
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