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iPad App

Frequently Asked Questions: App for iPad®

1. Is the Hamilton® CapTel® App compatible with all iPad versions?
The Hamilton CapTel App will work with iPad models running the latest publicly available version of iOS. You must have a telephone (i.e. landline, office, cell phone, smartphone) to talk and listen during your telephone conversation. For the captions to work on your iPad, you must be connected to a 3G/4G network or Wi-Fi.

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2. Is there a charge for the Hamilton CapTel App?
There is no charge for a Hamilton CapTel Account or for the Hamilton CapTel App.

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3. Where can I obtain the Hamilton CapTel App?
You can download the free Hamilton CapTel App at the Apple store on your iPad or computer. Search "Hamilton CapTel" or download directly at the Apple Store.

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4. Is there a live captioning assistant on the call while I place and receive my captioned telephone calls?
Yes, a live Captioning Assistant (CA) generates captions of what's said to you during your call through the use of advanced voice recognition software.

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5. I don’t have a Hamilton CapTel Account, do I need to register?
In order to use the service, you must register for a Hamilton CapTel Account. This one-time registration allows you to provide Hamilton with necessary information as well as certify that you have a hearing loss that necessitates the use of captioned telephone services.

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6. Why am I required to register my Date of Birth and the last four (4) digits of my Social Security number?
The FCC works to protect captioned telephone service from potential misuse by people who may not need captioning assistance. Your registration information confirms that you are at least 18 years of age, and are a U.S. citizen. All information provided is treated, by law, as confidential.

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7. What does Hamilton do with my information when I submit my registration?
All information gathered is secure and confidential in accordance with FCC requirements. Your information is not used for marketing or promotional purposes unless you have specifically opted-in to receive information from Hamilton CapTel.

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8. I already have a Hamilton CapTel user account. Can I use the same username/password for the Hamilton CapTel App?
Yes. Once you download the Hamilton CapTel App, simply enter your Hamilton CapTel username and password and log in. Place and receive calls with the app and start receiving captions immediately.

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9. Can I use my Hamilton CapTel account on my iPad and Smartphone?
Yes, you can use your Hamilton CapTel account on your iPad and Smartphone.

However, if you have a Hamilton CapTel Call Me # and both devices are set with "Receive Calls" ON, you will only be able to receive calls on one device, not both. Your calls will be routed to the last device used.

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10. How do I place a call with the Hamilton CapTel App?
Full details on how to place and receive calls using the Hamilton CapTel App can be viewed at Placing Calls.

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11. Can I add my extension to the "My Phone Number" box in the "Options" tab?
At this time, Hamilton CapTel does not allow extensions to be added to the phone number you're using with the service.

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12. Can I dial a number with an extension or access options on interactive voice recording menus?
You can enter the 10-digit number you would like to dial in the "Number to dial" field. When connected, you'll be able to listen while reading captions of the instructions and use your phone to enter numbers when prompted.

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13. Can I place calls using my existing iPad Contacts?
Yes, you can select numbers to dial from your iPad Contacts through the Hamilton CapTel App. Simply touch the "Contacts" tab within the app and you'll be able to see all of your contacts there. Select a name/number and your call will be placed!

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14. Can I place a call using Spanish with the Hamilton CapTel App?
Yes. Spanish captions are available on Hamilton CapTel from 7am to 11pm CT, 7 days a week. To enable Spanish captions, click on the "Espanol" button on the "Options" menu of the app.

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15. Can I receive a call with the Hamilton CapTel App?
Yes. Learn how to receive calls using the Hamilton CapTel App by visiting Receiving Calls.

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16. Is the Hamilton CapTel Call Me # available in U.S. Territories?
The only U.S. Territory that the Call Me # is available in is Puerto Rico. The Call Me # is not available in the following U.S. Territories: American Samoa, Guam, United States Minor Outlying Islands, U.S. Virgin Island, and Northern Mariana Islands.

If you are not able to obtain a Hamilton CapTel Call Me #, you can receive calls in a different manner. First, you must enter and save a phone number in the "Receive Calls" section in order to receive captions through Hamilton CapTel. The person calling you must first dial the Hamilton CapTel Call Center at 1-855-318-8818 and then enter your phone number, followed by the pound (#) sign.

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17. I have a Hamilton CapTel Call Me #, can I use it on my iPad?
Yes you can! To find out if you already have a Call Me # associated with your iPad, visit the "Options" tab. If you see a ten-digit number in the "Hamilton CapTel Call Me #" field, you've already registered for a number. If you don't see a ten-digit number here, simply log into your account at www.HamiltonCapTel.com/login and visit the "Receive Calls" page.

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18. I have a Hamilton CapTel Call Me # for my iPad. Why aren't my calls coming through?
You may need to reset your session with Hamilton CapTel. To reset your connection, simply turn "Receive Calls" OFF. After a few seconds, turn "Receive Calls" back ON. This should do the trick. If problems persist, please contact our Customer Service representatives!

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19. I have a Hamilton CapTel Call Me # on my iPad. If I use Hamilton CapTel on a PC/Mac, where will my calls be directed?
If you log into Hamilton CapTel on a PC/Mac, your captioned calls will be directed to your PC/Mac and to the number that is entered in the "I'm at this number" field. Once you log out of your PC/Mac, your iPad will start receiving captioned calls again.

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20. I do not have a Hamilton CapTel Call Me #. What happens if I have "Receive Calls" turned "OFF" and someone tries to call me through the Hamilton CapTel App?
The person will receive the following message: "The person you are calling is currently unavailable. Please call back at a later time. Thank you."

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21. If I obtain a Hamilton CapTel Call Me #, will people still be able to dial the toll-free number (855-318-8818) to reach me?
The Call Me # allows callers to reach you with a single phone number, allowing you to receive captions. It also makes it easier for them to store your phone number in their contacts or phone book. If they attempt to dial your number using the toll-free number, the caller will receive the following message: "The person you are calling is currently unavailable. Please call back at a later time. Thank you."

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22. I have a Hamilton CapTel Call Me #, but I'm not logged in on my iPad. What happens when someone tries to call my Call Me #?
The caller will hear a recording that states "The person you are calling is not accepting calls at this time. Please try your call at a later time."

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23. How does Caller ID work with the Hamilton CapTel App?
If you have a Hamilton CapTel Call Me #, the person you are calling will be able to view your Call Me # via Caller ID.

If you do not have a Hamilton CapTel Call Me #, the person you are calling will be able to view the telephone number you are using to talk on the phone (the number you entered in the "My Telephone Number" field on the "Options" tab).

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24. Can I customize the font or background settings on the Hamilton CapTel App during a captioned call?
At this time, it is not possible to change these features during a captioned call. It is recommended that you set your features prior to making and receiving calls.

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25. Can I review the conversation (scroll up or down) while still on the call?
Yes, the scroll feature works at anytime during the call process.

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26. Can I access the menu options during a call?
At this time, it is not possible to access the menu options during a call. It is recommended that you set your call preferences prior to making and receiving calls.

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27. Can I save and review the captions of a conversation after the call has been disconnected?
Yes. When the call ends, click on "Save Call" located on the upper right corner of the Outgoing Call page. This will automatically save the most recent conversation. To view saved conversations, click on the "Saved" icon from the menu and select the saved call you wish to review.

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28. How do I delete saved calls from the Hamilton CapTel App?
You can delete saved calls in the "Saved" menu. Click on "Edit" in the upper right corner and select the saved call(s) you wish to delete. Select "Delete" and then select "Done".

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29. Can deleted calls be recovered?
No. Once the calls are deleted, they cannot be recovered.

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30. Can I change my username or password within the Hamilton CapTel App?
No. You can change your username/password by accessing your profile at www.HamiltonCapTel.com/login.

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31. Can I place a 911 call with Hamilton CapTel?
Please refer to the 911 page for information on using Hamilton CapTel for emergency calls.

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32. I'm experiencing difficulty connecting to Hamilton CapTel service. How do I know if there's a service interruption occurring?
Please visit the Service Updates section under "Support" for information about current service interruptions Hamilton CapTel may be experiencing.

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