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How to fix issues with not receiving inbound calls

  • Updated

If you are experiencing issues receiving inbound calls while still being able to make outgoing calls, we recommend that you restart your device, then reactivate the InnoCaption app and finally reset your router if you are connected to a Wi-Fi network. If the issue still persists, please try turning off your Wi-Fi connection and switching to a cellular data network (LTE or 5G) as this often eliminates connectivity issues that may result from router settings, firewall protections or other internet settings.

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

To refresh your router connection

  1. Unplug your router’s cord from the wall
  2. Plug the cord back in
  3. Wait 1-2 minutes until all the lights are back up

To switch your phone’s internet connection from Wi-Fi to Cellular on an iPhone

  1. From your phone’s home screen, tap the Settings app
  2. Tap Wi-Fi
  3. Tap Wi-Fi toggle OFF (it will turn gray)
  4. Confirm your phone still has a cellular network connection by looking for the signal bars at the top right of the screen 

To switch your phone’s internet connection from Wi-Fi to Cellular on an Android

  1. From your phone’s home screen, tap the Settings app
  2. Tap Connections
  3. Tap Wi-Fi toggle OFF (it will turn gray)
  4. Confirm your phone still has a cellular network connection by looking for the signal bars at the top right of the screen 

How to turn off WiFi on iPhone

 

How to turn off WiFi on Android

 

If the issues persist after following all of the above steps, please contact support@innocaption for assistance and additional troubleshooting.  

 

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