ClearCaptions Help

Ensemble™ FAQs

I'm having trouble setting up my Ensemble, what should I do?

Start with the basics. Confirm that your Ensemble is connected to a power source and the phone line is connected to the landline phone jack in your home. Confirm that the wireless application protocol (WAP) is installed on your home wireless router.

Is the display on the phone working? If not, check the power cord again to ensure it is firmly connected to the phone and your wall outlet.

If all the connections are in place, you should see the "ClarityLogic™" button displayed on the menu. Simply lift your handset and press "ClarityLogic" to connect with a Clarity® customer service expert!

I'm having trouble registering for ClearCaptions. What should I do?

You may find it easier registering on the web. Please go to http://my.clearcaptions.com/ on your computer and click "Register your Ensemble." If you already have a ClearCaptions account, click "Sign in," and enter your email and password. ClearCaptions will prompt you to enter the telephone number you are using with your Ensemble. That's it!

What is Clarity Ensemble?

Clarity created the Ensemble to blend the best amplified phone with the convenience of having ClearCaptions built in. With Ensemble, you can caption inbound and outbound calls, and also use all the other Ensemble features.

ClearCaptions on your phone is similar to closed captions on your TV. You can hear AND read what's being said, taking the frustration out of using the phone. Instead of wondering what was said or asking people to repeat themselves, you can read the person's conversation during the call on Ensemble's slick 7" screen.

What happens to my captions once the call is over?

As soon as you disconnect your call, the captions disappear from the communications assistant station. In keeping with Federal Communication Commission (FCC) regulations governing Relay Services, no records of any call content are recorded or stored by caption communications assistants.

Is my conversation private with ClearCaptions?

Yes. ClearCaptions is a FCC-regulated caption provider with strict obligations for communications assistant confidentiality.

Can I receive calls using ClearCaptions on the Ensemble?

Yes. Simply press the "ClearCaptions" button before you pick up the handset to answer the phone. You will immediately connect to a ClearCaptions Captioning Agent. Captions will begin momentarily.

Why do I need to register my Ensemble?

ClearCaptions provides Telecommunications Relay Services which are funded and regulated by the FCC. The FCC requires anyone who uses ClearCaptions to register and self-certify they are eligible to use the service.

I lost my Ensemble User Guide. How do I get another one?

You can download a copy.

Mobile FAQs

How do I place a mobile call with ClearCaptions™?

Important. To use ClearCaptions on any mobile device, you must be registered, and signed into the service through your app. Follow the instructions for your device below:

iPad® and iPod® touch. Open the ClearCaptions app, and sign into the service using your email address and password. If this is the first time you’ve used the App, you will be directed to a registration/sign in page.

Once you’ve signed in, enter the number you wish to call (or choose a number from your address book) into the "Number You're Dialing" field and the number you are making the call from into the "Your Number" box. Click the "Call" button.

In a moment, your phone will ring. You will see the number you're dialing on your caller ID. Answer the phone and wait briefly while the phone rings and your party is connected. When your party is connected, your iPod/iPad will begin displaying the captions.

iPhone®. Launch the app, and sign into the service using your email address and password. If this is the first time you’ve used the App, you will be directed to a registration/sign in page, where you’ll be asked to register.

Once you’ve signed in, type the number you want to call (or choose it out of your address book) into the "number you're dialing" box. Type the phone number of the phone where you want to listen to your call into the "Your Number" box. Click the "Call" button. You will see a message that says "connecting to captioning system...waiting for available captioner..." This is followed by confirmation that the call has started and the number of the ClearCaptions captioner captioning your call will appear on your screen. Your phone will ring. You will see the number you're dialing on your caller ID. Answer the phone. Turn on your speaker if not using an earpiece. You will see a prompt that says "ClearCaptions View your Captions" "Close" "Launch". Choose "Launch" then hold briefly while the phone rings and your party is connected. When your party is connected, your iPhone will begin displaying the captions.

Note: To receive captions, your iPhone service provider must allow simultaneous text and voice transmission (currently offered by AT&T and T-Mobile), or you must have a Wi-Fi connection.

Android™. Launch the app and sign into the service using your email address and password. If this is the first time you’ve used the App, you will be directed to a registration/sign in page, where you’ll be asked to register.

Once you’ve signed in, type the phone number of the phone where you want to listen to your call into the "Your Number" box. Click the "Call" button. You will see a message that says "connecting to captioning system...waiting for available captioner..." followed by confirmation that the call has started and the Captioner #. Your phone will ring. You will see the number you're dialing on your caller ID. Answer the phone. Turn on your speaker if not using an earpiece. You will see a prompt that says "ClearCaptions View your Captions" "Close" "Launch". Choose "Launch" then hold briefly while the phone rings and your party is connected. When your party is connected, your Android will begin displaying the captions.

Can I receive calls using ClearCaptions?

Yes. If you are a Clarity® Ensemble™ user, you can turn captioning on for incoming calls the same way you do for outgoing calls.

If you're using ClearCaptions on your cell phone, you must be signed into the ClearCaptions App. You can view captions to incoming calls placed through the ClearCaptions Captioning Center. Tell your callers to:

1. Dial the ClearCaptions Captioning Center at (855) 281-8700
2. At the prompt, key in your phone number and press #

When they call you through the ClearCaptions Captioning Center, the ClearCaptions service will prompt you on your wireless device. When prompted, you'll be taken to the ClearCaptions App where you can accept and then view the captions for that call once connected. Remember: once you accept the call, the ClearCaptions Captions Center will ring the phone number you have listed in your ClearCaptions User Profile.

Why do I need to register?

The FCC requires that anyone who uses ClearCaptions be registered with the ClearCaptions service and self-certify that they are eligible to use the service.

General FAQs

What is ClearCaptions™?

ClearCaptions is a free captioning service for eligible users:

1. For home, using the Clarity® Ensemble™ Phone
2. For mobile use, on web browsers, smartphones and tablets

ClearCaptions on your phone call is similar to closed captions on your TV. You can hear AND read what's being said, taking the frustration out of using the phone. Instead of wondering what was said or asking people to repeat themselves, you can read the person's conversation during the call on your screen.

How does captioning work?

ClearCaptions uses advanced voice recognition software and a communications assistant to quickly provide captions of what callers say.

Who can use ClearCaptions?

U.S. residents with hearing loss who have difficulty communicating on the phone.

Can I place a 911 call through ClearCaptions?

Yes, but ClearCaptions strongly advises you to dial 911 directly using a landline phone (like Ensemble) or TTY rather than through the ClearCaptions web or wireless app. Dialing 911 from the standard telephone network remains the most reliable and fastest method of reaching emergency response personnel. The Internet does not function in the same way as the standard telephone network. With the standard telephone network, 911 centers have the ability to identify the location of a specific incoming phone number, whereas calls made using the Internet cannot identify specific locations to the PSAP.

How much does it cost?

ClearCaptions is free for qualified users (see above).

Are there other costs for ClearCaptions like monthly charges or per-call fees?

No.

Are there long distance charges to use ClearCaptions?

No.

Why is ClearCaptions free?

ClearCaptions was designed to provide people who have hearing loss with access to the nation's phone system. Federal Communication Commission (FCC) rules allow ClearCaptions to offer this service to you for free. You can read more about this type of captioning service on the FCC's website.

Can I use ClearCaptions on my cell phone?

Yes. ClearCaptions is available for Android™ phones and tablets, and iPhone®, iPad®, and iPod® touch. You can download the free app from Google Play or the App Store. Once you’re registered and ClearCaptions is enabled, to see your captions and hear your call at the same time on your iPhone or Android, your phone must have both a voice and data plan, and support simultaneous voice and data transmission, or have a Wi-Fi connection.

Can I use ClearCaptions on my work or other phone?

You can use ClearCaptions on the web. You'll need an Internet connection and a computer near the phone to see your captions. If you don't have a PC, you can view your captions on an Internet-connected Android device, iPhone, iPad or iPod touch.

Note that many companies have firewall software installed that may conflict with the ClearCaptions website. For firewall information contact ClearCaptions Support at 866-868-8695 or support@clearcaptions.com.

What do I need to use ClearCaptions?

Where ever you use ClearCaptions, you’ll need to register and enable the ClearCaptions service before you can begin using it.

If you use ClearCaptions on Ensemble, you'll need an Ensemble phone, a phone line and an Internet connection. Your service is enabled as soon as you register your Ensemble, PLUS you will automatically have access to ClearCaptions on the web. You can also use the service when you download the free ClearCaptions App for your wireless phone or tablet.

Once you’ve enabled ClearCaptions, all you need to use captions is a telephone, an Internet connection and a computer. If you don't have a computer, you can download the free ClearCaptions app for your device, and use an iPod touch, iPad, iPhone or Android. To see your captions and hear your call at the same time on your iPhone or Android, your phone must have both a voice and data plan, and support simultaneous voice and data transmission, or have a Wi-Fi connection.

Do I need a special phone to use ClearCaptions?

No. You can use the phone you have. Once you’ve registered, simply sign into our web site or app, and start your call.

If your phone is near your computer, you'll want to display your captions on that computer's monitor. If you have a cordless phone you use at home, or a phone that's not near a computer, start your call from the ClearCaptions app on your Android device, iPad or iPod touch. To see your captions and hear your call at the same time on your iPhone or Android, your phone must have both a voice and data plan, and support simultaneous voice and data transmission, or have a Wi-Fi connection. For more information on how to download ClearCaptions for your iPad, iPod touch, iPhone or Android, please go to http://my.clearcaptions.com/.

Why do I need to sign up?

The FCC requires that anyone who uses ClearCaptions be registered with the ClearCaptions service. ClearCaptions is part of a suite of Telecommunications Relay Services funded and regulated via the FCC. The FCC requires all Relay users to register and self-certify that they are eligible to use the service.

Is my conversation private with ClearCaptions?

Yes. ClearCaptions is a FCC-regulated caption provider with strict obligations for communications assistant confidentiality.

What happens when someone dials the ClearCaptions Captioning Center?

You will be prompted on your computer or cell phone, and asked whether you'd like to accept the call. When you accept the call, the phone at the number you entered in your ClearCaptions User Profile will ring. Answer it, and the captions will display on the device where you accepted that call.

Will people who call me through the ClearCaptions Captioning Center know that I am using ClearCaptions?

No. Callers are simply prompted to enter your phone number (the phone number in your ClearCaptions account profile). Once they enter that number, and you accept their call, they will be connected to you and they will not know that the call is being captioned.

What if I decline the call?

The user will be notified that you are temporarily unavailable and prompted to try again later.

What is "Facebook Connect"?

Facebook Connect lets first-time ClearCaptions users establish a new ClearCaptions account using an existing Facebook account.

Go to http://my.clearcaptions.com/ then click the “Sign In” text link on the top menu strip. Then, just click the "Connect with Facebook" button above the sign-in box. If you’re currently signed in to your Facebook account on your computer, the pop-up window will recognize your account; just click the “Okay” button. If you’re not actively signed in to you Facebook account, you can do that in the pop-up window by entering your Facebook username and password.

On the “Sign Up for ClearCaptions” form page that follows, you’ll see that some of your information is pre-populated based on your Facebook account settings.

Does ClearCaptions change any of the other services I have on my phone, like caller ID or call waiting?

No. ClearCaptions has no impact on these services.

I previously created a ClearCaptions account but now I want to sign in to it using Connect with Facebook.

You can only use Connect with Facebook for first-time ClearCaptions account setups. If you have a ClearCaptions account already, you will continue to use the account username and password you established when you signed up. You will not be able to log in to that ClearCaptions account using your Facebook login credentials.

How do I change my ClearCaptions password or other account information?

Go to http://my.clearcaptions.com/ and sign in. Click the "Profile" icon located at the top of the page and enter any changes.

I forgot my ClearCaptions account password.

Go to http://my.clearcaptions.com/ then click the "Sign In" text link on the top menu strip. On the Sign In page, click the "Forgot password?" text link then follow the on-screen instructions to recover your password. (Note: Did you use "Connect with Facebook" when you first created your ClearCaptions account? Try using your Facebook username and password to access your ClearCaptions account.)

Can the person I'm calling read or hear the captioning?

No. No communication occurs between ClearCaptions and the person you are calling. In fact, the other person won't even know you are using captioning unless YOU tell them!

How do I contact ClearCaptions?

Customer Support is available 9 a.m.to 9 p.m. ET Monday through Friday and 9 a.m. to 7 p.m. ET on Saturday and Sunday. Please call 866-868-8695 or email support@clearcaptions.com.