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What to do as a quick fix when you can't make a call

  • Updated

If you are experiencing issues making outbound calls, we recommend that you restart your device, then reactivate the InnoCaption app. If the issue still persists, please try deleting and reinstalling the app.

 

To reactivate the InnoCaption app on an iPhone

  1. Close all open apps, including the InnoCaption app
  2. Restart your device by powering it OFF and ON
  3. Open the InnoCaption app
  4. Tap Settings
  5. Scroll down to the bottom
  6. Tap Reactivate app
  7. You will see the confirmation message "App reactivated successfully" at the top of the screen

To reactivate the InnoCaption app on an Android

  1. Close all open apps, including the InnoCaption app
  2. Restart your device by powering it OFF and ON
  3. Open the InnoCaption app
  4. Tap Settings
  5. Tap InnoCaption Features
  6. Tap Reactivate App
  7. Tap Reactivate Now
  8. You will be taken back to your keypad

 

If you are an Android user: Before deleting the app, we strongly recommend backing up your call log and history. If you do not back up your call logs before deleting the app, all of your call transcripts will be deleted permanently. 

*Please note that these instructions do not apply for iPhone users because your call log is backed up automatically.

 

To delete and reinstall on an iPhone

Due to our privacy policies, your call transcripts are not saved remotely on InnoCaption servers and cannot be accessed or retrieved by our staff. Only you can access, save, and restore your call logs since they are only stored on your device.

[Step 1]: Delete and reinstall InnoCaption on an iPhone

  1.  From your phone's home screen, open the Settings app
  2. Tap General
  3. Tap iPhone Storage
  4. Tap InnoCaption
  5. Tap Delete App
  6. Restart your phone by turning it off and on
  7. From your phone's home screen, open the App Store
  8. Tap the Search icon at the bottom right corner
  9. Tap the Search bar at the top of the page
  10. Type "InnoCaption" and tap the Search button
  11. You will see either an INSTALL button or a cloud icon with an arrow. Tap the button or icon to download the app
  12. Open the InnoCaption app
  13. Tap Log in
  14. Log in with your cell phone number and password
  15. Follow the prompts. Access to the location and permission for notifications must be granted for the app to work properly
  16. You will see a popup that says, “Restore from backup file?” Tap Restore
  17. You will see the confirmation message "Restore from backup complete" at the top of the screen
  18. Tap Settings
  19. Scroll down and tap Reactivate app
  20. You will see the confirmation message "App reactivated successfully" at the top of the screen
    Note: As your InnoCaption number will remain the same after this process, you will not need to register for InnoCaption again

[Step 2]: Change your password (optional)

  1. Navigate to www.innocaption.com
  2. Click on the white LOGIN button at the top right corner OR click here to go straight to the portal
  3. Enter your cell phone number and password, then click Login
  4. Click on the blue Manage button at the bottom
  5. Click on the Edit button Edit.PNG next to the password field
  6. Follow the instructions to update your password
  7. Click Submit

Once you have followed the steps above to change your password, try logging into the InnoCaption app with your new password to make sure the process was successful.

 

To delete and reinstall on an Android

Due to our privacy policies, your call transcripts are not saved remotely on InnoCaption servers and cannot be accessed or retrieved by our staff. Only you can access, save, and restore your call logs since they are only stored on your device.

[Step 1]: Back up your call history on an Android

  1. Open the InnoCaption app
  2. Select Settings
  3. Select Call History
  4. Select Call History Back up
  5. Tap Backup Now
  6. At the bottom of the screen, you will see the name of the file innocaption_backup. If you have backed up your calls before, there will be a number at the end of the file name, example:  innocaption_backup(2). 
  7. Tap Save next to the file name
  8. You will see a confirmation message pop up on the screen: Backup is complete

[Step 2]: Delete and reinstall InnoCaption on an Android

  1. From your phone's home screen, open the Settings app
  2. Scroll down and select Apps
  3. Scroll down and select InnoCaption
  4. Select Uninstall
  5. Tap OK
  6. Turn your phone off and on again to reboot
  7. From your phone's home screen, open the Play Store
  8. Tap the Search bar at the top of the page
  9. Type "InnoCaption" and tap the Search button
  10. Tap the Install button to download the app
  11. Tap the Open button to open the app
  12. Log in with your cell phone number and password
  13. Follow the prompts. Access to the microphone and location must be granted for the app to work properly
  14. Once you see the Keypad, select Settings
  15. Select InnoCaption Features
  16. Select Reactivate App
  17. Tap Reactivate Now
  18. You will be taken back to your keypad
  19. Select Settings again
  20. Select Call History
  21. Select Call History Restore
  22. Tap Restore Now
  23. Select the most recently saved file named innocaption_backup. If you have backed up your call logs on multiple occasions, you will see the files have numbers at the end of the name, example: innocaption_backup(2). The file with the highest number at the end will be the most recent one. It will not have a date listed next to the file name if you're doing the call log restore immediately after backup or the same day. It will have the time listed that you backed up your calls today. However, if you do call log restore later or after 24 hours, you can see the actual date you did the back up.
  24. You will see a confirmation message pop up on the screen: Restore is complete
  25. Tap Back. Please make sure your InnoCaption number is displayed at the top of the screen, under your name
    Note: As your InnoCaption number will remain the same after this process, you will not need to register for InnoCaption again

[Step 3]: Change your password (optional)

  1. Navigate to www.innocaption.com
  2. Click on the white LOGIN button at the top right corner OR click here to go straight to the portal
  3. Enter your cell phone number and password, then click Login
  4. Click on the blue Manage button at the bottom
  5. Click on the Edit button Edit.PNG next to the password field
  6. Follow the instructions to update your password
  7. Click Submit

Once you have followed the steps above to change your password, try logging into the InnoCaption app with your new password to make sure the process was successful.

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