Sorenson Customer Support 

No, Sorenson will never call you to ask for sensitive financial information. Do not provide your personal or financial information to anyone unless you initiated the contact or you have confirmed that you are dealing with a legitimate organization.

If someone claiming to be Sorenson contacts you and asks for financial information, please immediately alert us by emailing VRScomments@sorenson.com. We’ll investigate to stop fraudulent activity. 

For more information about how you can protect yourself against fraudulent practices, consult the Federal Trade Commission’s Bureau of Consumer Protection  or the Internet Crime Complaint Center, a partnership between the Federal Bureau of Investigation and the National White Collar Crime Center.

A return shipping label is included with the printed user guide that comes with your CaptionCall phone. If you need  another shipping label, our customer care team is happy to help with that. 

To provide captioning through a federal government program, the FCC requires us to collect registration information from each customer to verify them. Without your consent to use this data, we cannot register you for captioned telephone service and must discontinue your captioning service.  

CaptionCall can provide call captioning in English and Spanish. 

No. The federal Telecommunications Relay Service (TRS) fund covers the cost of all your Sorenson Relay calls. If hearing individuals call you using your 10-digit local number, they may receive long distance charges from their phone company.

Yes, all Sorenson interpreters abide by FCC confidentiality rules in compliance with 47 C.F.R. § 64.604 and Section 705 of the Communications Act. You can review mandatory minimum standards at www.ecfr.gov. 

You may use a privacy screen on the videophone, but you must remain engaged in the call. If you use the privacy screen or walk away from the call, you must come back on screen within five minutes. If you do not resume the call within five minutes, FCC rules require the interpreter to end the call.

No. There are no minimum usage requirements for requesting or keeping a Sorenson videophone. 

When you call 911 through Sorenson Video Relay Service, we’ll move your call to the front of the line. When you tell the interpreter your emergency, they’ll ask your location — whether you’re at your home address on file or you’re away from home. Then they’ll relay information between you and emergency services and stay on the line until you get help. 

No, Sorenson will never call you to ask for sensitive financial information. Do not provide your personal or financial information to anyone unless you initiated the contact or you have confirmed that you are dealing with a legitimate organization. 

If someone claiming to be Sorenson contacts you and asks for financial information, please immediately alert us by e-mailing VRScomments@sorenson.com. We’ll investigate to stop fraudulent activity. 

For more information about how you can protect yourself against fraudulent practices, consult the Federal Trade Commission’s Bureau of Consumer Protection  or the Internet Crime Complaint Center , a partnership between the Federal Bureau of Investigation and the National White Collar Crime Center. 

 You can reach out to Customer Care for help in ASL using our ntouch app even if don’t you have a Sorenson account yet. Download ntouch for mobile or computer, then open the app and click the Support button on the login screen to connect to someone on our team who can help you.

The Department of Health and Human Services’ Office for Civil Rights (“OCR”) has issued guidance that specifically addresses whether a Telecommunications Relay Service (“TRS”) Provider, such as CaptionCall is required to enter into a business associate agreement with a health care provider or other HIPAA covered entity. OCR has concluded that “a business associate contract is not required” when a covered health care provider and a patient communicate through TRS. No business associate agreement is required because the TRS.

CaptionCall also is not a “business associate” when it accepts a certification for a new user. First, the certification generally will be transmitted to CaptionCall pursuant to the express, written consent of the patient, which likely eliminates the need for a business associate agreement. Even if that is not the case, CaptionCall is not receiving patient information or providing service “on behalf of” that provider, nor is it providing services—such as accounting, administrative, or legal work—to the covered provider. Instead, CaptionCall is receiving patient information in order to provide relay services to the patient. Thus, no business associate agreement is required solely because CaptionCall receives a certification from a covered provider.

Sorenson has the largest private interpreting workforce in the world, with roughly 6,000 interpreter employees. All of our interpreters pass a stringent skills assessment as well as background and drug tests.

Sorenson also offers an extensive interpreting training program to upskill our own interpreters as well as those who do not yet meet our exceptionally high standards.

Sorenson’s expert interpreters provide Video Relay Service, Video Remote Interpreting, and on-site interpreting. We can fulfill requests for a variety of specialized interpreting needs, including certified legal interpreting, certified medical and mental health interpreting, DeafBlind interpreting, and Certified Deaf Interpreters.

Sorenson began offering Video Relay Services  —ASL interpreted phone calls between deaf and hearing individuals — roughly 20 years ago, in 2003. We expanded our services to Video Remote Interpreting (VRI) about five years later and then added on-site community interpreting around 2015. 

Yes, contact our customer support team for more information.  

Call us at +1 (877) 557-2227 or email us at support@captioncall.com. 

You may also download the CaptionCall Mobile mobile app on a mobile device and enjoy captioned calls on the go.  

For CaptionCall Mobile support, email us at ccmobilesupport@sorenson.com. 

CaptionCall operates under the federal government's Internet Protocol Captioned Telephone Service (IP CTS) program, mandated by the Americans with Disabilities Act (ADA).

This program ensures equal access to telephone calls for people with hearing loss by reimbursing Sorenson for each minute of captioning service provided, funded by fees collected by the FCC from telecommunications companies.

Yes, you can use CaptionCall to call 911 using your telephone service, just as you would with your home phone. As with any other call, it may take a moment for captioning to start.  

Important things to know:  

Some calls or captioning will not work if the power is out. See below.  

911 uses the address of your CaptionCall account, usually your home. IF YOU ARE NOT AT THIS ADDRESS, TELL 911 YOUR CURRENT LOCATION.  

To check the address CaptionCall has on file for your Emergency Calling Service, call +1 (877) 865-9228.  

If your power or internet is out, your CaptionCall phone may not be fully functional. 

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.  

It’s an industry standard set by the Telecommunications Industry Association (TIA) indicating 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.

It varies by update, but the phone will only update when you’re not using it.

You can change your voicemail preferences under Settings by navigating to System settings, then Voice Messages. You can find detailed instructions in your CaptionCall user guide.

Sometimes the answer is simple.  Try confirming: 

• your internet service is working. If it is not, your phone will have a dial tone, but the captioning will not work. 
• the power cord is securely plugged into the phone and an outlet. 
• a telephone cord is connected to the phone port and the phone jack in the wall. 
• the Ethernet cord (thicker than a phone cord) is connected to the LAN port and your modem. This does not apply if you’re using wireless internet (WiFi). 

Still need help? Call CaptionCall Customer Care +1 (877) 557-2227 or email support@captioncall.com. 

Yes, contact our customer support team for more information.  

Call us at  +1 (877) 557-2227 or email us at support@captioncall.com. 

You may also download the CaptionCall Mobile mobile app on a mobile device and enjoy captioned calls on the go.  

For CaptionCall Mobile support, email us at ccmobilesupport@sorenson.com. 

Yes, you can use CaptionCall to call 911 using your telephone service, just as you would with your home phone. As with any other call, it may take a moment for captioning to start.  

Important things to know:  

Some calls or captioning will not work if the power is out. See below.  

911 uses the address of your CaptionCall account, usually your home. IF YOU ARE NOT AT THIS ADDRESS, TELL 911 YOUR CURRENT LOCATION.  

To check the address CaptionCall has on file for your Emergency Calling Service, call +1 (877) 865-9228.  

If your power or internet is out, your CaptionCall phone may not be fully functional. 

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.  

It’s an industry standard set by the Telecommunications Industry Association (TIA) indicating 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.

It varies by update, but the phone will only update when you’re not using it.

You can change your voicemail preferences under Settings by navigating to System settings, then Voice Messages. You can find detailed instructions in your CaptionCall user guide.

Sometimes the answer is simple.  Try confirming: 

• your internet service is working. If it is not, your phone will have a dial tone, but the captioning will not work. 
• the power cord is securely plugged into the phone and an outlet. 
• a telephone cord is connected to the phone port and the phone jack in the wall. 
• the Ethernet cord (thicker than a phone cord) is connected to the LAN port and your modem. This does not apply if you’re using wireless internet (WiFi). 

Still need help? Call CaptionCall Customer Care +1 (877) 557-2227 or email support@captioncall.com. 

Open the CaptionCall Mobile app and tap Sign In.  

Sign in with the email you used to create your account. 

If you haven’t set up a password yet, you can do so at the CaptionCall Mobile password reset page.

To reset your password, click here to visit the CaptionCall Mobile password reset page.  

You can use the same URL if you haven’t yet created a password for your account. 

Note: If you aren’t receiving the password reset email, please check your spam/junk folder. If you still cannot find the password reset email, check your email filter settings and try again.

If your phone does not automatically update the CaptionCall Mobile app, you can manually update CaptionCall Mobile to make sure you have all the latest features.   

1. Open the App Store on your device   
2. Tap on your account information in the top right corner   
3. Scroll down to Upcoming Updates   
4. Find the CaptionCall Mobile app and tap Update  

1. Open the Play Store on your device   
2. Tap on your account information in the top right corner   
3. Go to Manage Apps & Device and then Available Updates   
4. Scroll to find the CaptionCall Mobile app and tap Upgrade  

You have to set up Call Forwarding for CaptionCall Mobile to caption calls coming in to your usual phone number. Here’s how:   

1. Open the CaptionCall Mobile menu options by tapping on the menu icon   
2. Tap Call Forwarding   
3. Tap Enable   
4. Tap Got it!   
5. Call the pre-filled activation code 

Important Reminder: if you ever decide to uninstall CaptionCall Mobile, disable call forwarding first so incoming calls will resume ringing your native mobile dialer.   

This is one of the first things we recommend you do when you start using the app. To set up call forwarding:  

1. Open the CaptionCall Mobile menu options by tapping on the menu icon.  
2. Tap Call Forwarding.   
3. Tap Enable.   
4. Tap Got it!   
5. Call the pre-filled activation code.  

The app will open whenever you answer an incoming CaptionCall Mobile phone call, but you must unlock your phone to view the captions.   

If the incoming calls are going to your built-in phone app rather than the CaptionCall Mobile app, you need to set up Call Forwarding to CaptionCall Mobile.   

When you register for a CaptionCall mobile account, you get a unique CaptionCall Mobile phone number for captioned calls. However, you can continue using your usual phone number—for incoming and outgoing calls—by setting up Call Forwarding and My Caller ID.  

Using My Caller ID will display your usual phone number when you make outgoing calls, so your friends and family know it’s you calling.   

1. Open the CaptionCall Mobile menu options by tapping on the menu icon   
2. Tap My Caller ID   
3. Tap I agree   
4. Tap Add Feature!   
5. Tap Done

When you register for your CaptionCall Mobile account, we automatically assign a CaptionCall Mobile number with your specified area code, and we cannot change it to something specific.   

However, you can set up Call Forwarding and My Caller ID to keep using your regular phone number for all calls.   

You can change your CaptionCall Mobile voicemail from the voicemail menu.   

To record a personal voicemail greeting:   

1. Press and hold the 1 on the CaptionCall Mobile dialer (or dial *97)   
2. Press * to reach the voicemail menu   
3. Press 4 to record your personal mailbox greeting   

 To reset your voicemail greeting:   

1. Press and hold the 1 on the CaptionCall Mobile dialer (or dial *97)   
2. Press * to reach the voicemail menu   
3. Press 9 to select a default mailbox greeting   

When your Bluetooth device is connected to your phone, the CaptionCall Mobile app will automatically detect it.   

During a call, the Bluetooth icon should appear in the call menu when a Bluetooth device is connected to your phone. Just tap the icon to toggle between speakerphone, handset, or Bluetooth mode.   

Tip: If you don’t see the Bluetooth icon, check your phone settings to make sure Bluetooth is enabled and connected to your Bluetooth device.  

You can delete your call history in the History tab of the CaptionCall Mobile app. 

You can change the font size of your captions in the settings of the CaptionCall Mobile app.   

For iPhones:   

1. Open the menu options by tapping on the menu icon   
2. Tap Settings   
3. Use the slider to adjust the caption size     

For Android phones:   

1. Open the menu options by tapping on the menu icon   
2. Tap Settings   
3. Tap Accessibility   
4. Use the slider to adjust the caption size   

 You can also adjust the caption size during a call in the call menu .

By default, CaptionCall Mobile captions both sides of the conversation. But if you want to toggle off your captions for calls, you can do that in the settings.   

For iPhones:   

1. Open the menu options by tapping on the menu icon   
2. Tap Settings   
3. Toggle Show my captions off   

For Android phones:   

1. Open the menu options by tapping on the menu icon   
2. Tap Settings   
3. Tap Call   
4. Toggle Show my captions off   

All call transcripts save to your history by default. You can find the transcript of a previous conversation by going to the History tab in the CaptionCall Mobile app and tapping on the call you want to view.   

1. Go to the History tab of the CaptionCall Mobile app    
2. Tap on the call with the desired transcript   
3. Tap Share   
4. Choose how you want to export the transcript   

When you make a call, there will be a speaker icon in the call menu. Tap the speaker icon to switch to speakerphone mode.   

When speakerphone is ON, the speaker icon will be highlighted. 

 Tip: Your phone volume settings control the speakerphone volume. Use your device’s volume controls to adjust the volume if it is too loud or too soft.   

CaptionCall Mobile gives you the ability to make a second call while you’re already in one and then merge them into a three-way call. Here’s how to start a three-way call: 

1. While in a call, tap on the Settings icon in the call menu
2. Tap on the Phone+ icon [This will place the current call on hold]
3. Enter the number of the person you wish to call then tap the green Call icon to begin calling them
4. Once you are in a call with the third person, tap on the Settings icon in the call menu
5. Tap on the Conference icon to merge calls

When you make a call, there will be a speaker icon in the call menu. Tap the speaker icon to switch to speakerphone mode.   

When speakerphone is ON, the speaker icon will be highlighted. 

 Tip: Your phone volume settings control the speakerphone volume. Use your device’s volume controls to adjust the volume if it is too loud or too soft.   

Enhanced 911 (E911) is a system that automatically provides your location to 911 dispatchers in case of an emergency.     

Sorenson requires CaptionCall Mobile users to have registered information that complies with US 911 regulations. Please be sure your correct address is in your CaptionCall Mobile app:   

1. Open the menu options by tapping the menu icon   
2. Tap E911 Location   
3. Ensure your address is correct   

CaptionCall operates under the federal government's Internet Protocol Captioned Telephone Service (IP CTS) program, mandated by the Americans with Disabilities Act (ADA).

This program ensures equal access to telephone calls for people with hearing loss by reimbursing Sorenson for each minute of captioning service provided, funded by fees collected by the FCC from telecommunications companies.

No, Sorenson will never call you to ask for sensitive financial information. Do not provide your personal or financial information to anyone unless you initiated the contact or you have confirmed that you are dealing with a legitimate organization.

If someone claiming to be Sorenson contacts you and asks for financial information, please immediately alert us by emailing VRScomments@sorenson.com. We’ll investigate to stop fraudulent activity. 

For more information about how you can protect yourself against fraudulent practices, consult the Federal Trade Commission’s Bureau of Consumer Protection  or the Internet Crime Complaint Center, a partnership between the Federal Bureau of Investigation and the National White Collar Crime Center.

A return shipping label is included with the printed user guide that comes with your CaptionCall phone. If you need  another shipping label, our customer care team is happy to help with that. 

To provide captioning through a federal government program, the FCC requires us to collect registration information from each customer to verify them. Without your consent to use this data, we cannot register you for captioned telephone service and must discontinue your captioning service.  

CaptionCall can provide call captioning in English and Spanish. 

Yes, contact our customer support team for more information.  

Call us at  +1 (877) 557-2227 or email us at support@captioncall.com. 

You may also download the CaptionCall Mobile mobile app on a mobile device and enjoy captioned calls on the go.  

For CaptionCall Mobile support, email us at ccmobilesupport@sorenson.com. 

Yes, you can use CaptionCall to call 911 using your telephone service, just as you would with your home phone. As with any other call, it may take a moment for captioning to start.  

Important things to know:  

Some calls or captioning will not work if the power is out. See below.  

911 uses the address of your CaptionCall account, usually your home. IF YOU ARE NOT AT THIS ADDRESS, TELL 911 YOUR CURRENT LOCATION.  

To check the address CaptionCall has on file for your Emergency Calling Service, call +1 (877) 865-9228.  

If your power or internet is out, your CaptionCall phone may not be fully functional. 

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.  

It’s an industry standard set by the Telecommunications Industry Association (TIA) indicating 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.

It varies by update, but the phone will only update when you’re not using it.

You can change your voicemail preferences under Settings by navigating to System settings, then Voice Messages. You can find detailed instructions in your CaptionCall user guide.

Sometimes the answer is simple.  Try confirming: 

• your internet service is working. If it is not, your phone will have a dial tone, but the captioning will not work. 
• the power cord is securely plugged into the phone and an outlet. 
• a telephone cord is connected to the phone port and the phone jack in the wall. 
• the Ethernet cord (thicker than a phone cord) is connected to the LAN port and your modem. This does not apply if you’re using wireless internet (WiFi). 

Still need help? Call CaptionCall Customer Care  +1 (877) 557-2227 or email  support@captioncall.com. 

Open the CaptionCall Mobile app and tap Sign In.  

Sign in with the email you used to create your account. 

If you haven’t set up a password yet, you can do so at the CaptionCall Mobile password reset  page.

To reset your password, click here to visit the CaptionCall Mobile password reset page.  

You can use the same URL if you haven’t yet created a password for your account. 

Note: If you aren’t receiving the password reset email, please check your spam/junk folder. If you still cannot find the password reset email, check your email filter settings and try again.

If your phone does not automatically update the CaptionCall Mobile app, you can manually update CaptionCall Mobile to make sure you have all the latest features.   

1. Open the App Store on your device   
2. Tap on your account information in the top right corner   
3. Scroll down to Upcoming Updates   
4. Find the CaptionCall Mobile app and tap Update  

1. Open the Play Store on your device   
2. Tap on your account information in the top right corner   
3. Go to Manage Apps & Device and then Available Updates   
4. Scroll to find the CaptionCall Mobile app and tap Upgrade  

You have to set up Call Forwarding for CaptionCall Mobile to caption calls coming in to your usual phone number. Here’s how:   

1. Open the CaptionCall Mobile menu options by tapping on the menu icon   
2. Tap Call Forwarding   
3. Tap Enable   
4. Tap Got it!   
5. Call the pre-filled activation code 

Important Reminder: if you ever decide to uninstall CaptionCall Mobile, disable call forwarding first so incoming calls will resume ringing your native mobile dialer.   

This is one of the first things we recommend you do when you start using the app. To set up call forwarding:  

1. Open the CaptionCall Mobile menu options by tapping on the menu icon.  
2. Tap Call Forwarding.   
3. Tap Enable.   
4. Tap Got it!   
5. Call the pre-filled activation code.  

The app will open whenever you answer an incoming CaptionCall Mobile phone call, but you must unlock your phone to view the captions.   

If the incoming calls are going to your built-in phone app rather than the CaptionCall Mobile app, you need to set up Call Forwarding to CaptionCall Mobile.   

 When you register for a CaptionCall mobile account, you get a unique CaptionCall Mobile phone number for captioned calls. However, you can continue using your usual phone number—for incoming and outgoing calls—by setting up Call Forwarding and My Caller ID.  

Using My Caller ID will display your usual phone number when you make outgoing calls, so your friends and family know it’s you calling.   

1. Open the CaptionCall Mobile menu options by tapping on the menu icon   
2. Tap My Caller ID   
3. Tap I agree   
4. Tap Add Feature!   
5. Tap Done

When you register for your CaptionCall Mobile account, we automatically assign a CaptionCall Mobile number with your specified area code, and we cannot change it to something specific.   

However, you can set up Call Forwarding and My Caller ID to keep using your regular phone number for all calls.   

You can change your CaptionCall Mobile voicemail from the voicemail menu.   

To record a personal voicemail greeting:   

1. Press and hold the 1 on the CaptionCall Mobile dialer (or dial *97)   
2. Press * to reach the voicemail menu   
3. Press 4 to record your personal mailbox greeting   

 To reset your voicemail greeting:   

1. Press and hold the 1 on the CaptionCall Mobile dialer (or dial *97)   
2. Press * to reach the voicemail menu   
3. Press 9 to select a default mailbox greeting   

When your Bluetooth device is connected to your phone, the CaptionCall Mobile app will automatically detect it.   

During a call, the Bluetooth icon should appear in the call menu when a Bluetooth device is connected to your phone. Just tap the icon to toggle between speakerphone, handset, or Bluetooth mode.   

Tip: If you don’t see the Bluetooth icon, check your phone settings to make sure Bluetooth is enabled and connected to your Bluetooth device.  

You can delete your call history in the History tab of the CaptionCall Mobile app. 

You can change the font size of your captions in the settings of the CaptionCall Mobile app.   

For iPhones:   

1. Open the menu options by tapping on the menu icon   
2. Tap Settings   
3. Use the slider to adjust the caption size     

For Android phones:   

1. Open the menu options by tapping on the menu icon   
2. Tap Settings   
3. Tap Accessibility   
4. Use the slider to adjust the caption size   

 You can also adjust the caption size during a call in the call menu .

By default, CaptionCall Mobile captions both sides of the conversation. But if you want to toggle off your captions for calls, you can do that in the settings.   

For iPhones:   

1. Open the menu options by tapping on the menu icon   
2. Tap Settings   
3. Toggle Show my captions off   

For Android phones:   

1. Open the menu options by tapping on the menu icon   
2. Tap Settings   
3. Tap Call   
4. Toggle Show my captions off   

All call transcripts save to your history by default. You can find the transcript of a previous conversation by going to the History tab in the CaptionCall Mobile app and tapping on the call you want to view.   

1. Go to the History tab of the CaptionCall Mobile app    
2. Tap on the call with the desired transcript   
3. Tap Share   
4. Choose how you want to export the transcript   

When you make a call, there will be a speaker icon in the call menu. Tap the speaker icon to switch to speakerphone mode.   

When speakerphone is ON, the speaker icon will be highlighted. 

 Tip: Your phone volume settings control the speakerphone volume. Use your device’s volume controls to adjust the volume if it is too loud or too soft.   

CaptionCall Mobile gives you the ability to make a second call while you’re already in one and then merge them into a three-way call. Here’s how to start a three-way call: 

1. While in a call, tap on the Settings icon in the call menu
2. Tap on the Phone+ icon [This will place the current call on hold]
3. Enter the number of the person you wish to call then tap the green Call icon to begin calling them
4. Once you are in a call with the third person, tap on the Settings icon in the call menu
5. Tap on the Conference icon to merge calls

When you make a call, there will be a speaker icon in the call menu. Tap the speaker icon to switch to speakerphone mode.   

When speakerphone is ON, the speaker icon will be highlighted. 

 Tip: Your phone volume settings control the speakerphone volume. Use your device’s volume controls to adjust the volume if it is too loud or too soft.   

Enhanced 911 (E911) is a system that automatically provides your location to 911 dispatchers in case of an emergency.     

Sorenson requires CaptionCall Mobile users to have registered information that complies with US 911 regulations. Please be sure your correct address is in your CaptionCall Mobile app:   

1. Open the menu options by tapping the menu icon   
2. Tap E911 Location   
3. Ensure your address is correct