We apologize for any inconvenience this issue may have caused you. To address this issue, please first try restarting your phone and if the Keypad issue persists, try each of the following steps.
To reactivate the InnoCaption app on an iPhone
- Close all open apps, including the InnoCaption app
- Restart your device by powering it OFF and ON
- Open the InnoCaption app
- Tap Settings
- Scroll down to the bottom
- Tap Reactivate app
- You will see the confirmation message "App reactivated successfully" at the top of the screen
To reactivate the InnoCaption app on an Android
- Close all open apps, including the InnoCaption app
- Restart your device by powering it OFF and ON
- Open the InnoCaption app
- Tap Settings
- Tap InnoCaption Features
- Tap Reactivate App
- Tap Reactivate Now
- You will be taken back to your keypad
Try placing a test call to see if your issues have been resolved. If not, you may also be facing issues due to an unstable internet connection. To resolve this issue you can try restarting your Wi-Fi router using the steps below:
To refresh your router connection
- Unplug your router’s cord from the wall
- Plug the cord back in
- Wait 1-2 minutes until all the lights are back up
After refreshing your Wi-Fi router, try placing a test call to see if your issues have been resolved. If not, please switch your phone's internet connection from Wi-Fi to cellular data.
To switch your phone’s internet connection from Wi-Fi to Cellular on an iPhone
- From your phone’s home screen, tap the Settings app
- Tap Wi-Fi
- Tap Wi-Fi toggle OFF (it will turn gray)
- 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
- From your phone’s home screen, tap the Settings app
- Tap Connections
- Tap Wi-Fi toggle OFF (it will turn gray)
- Confirm your phone still has a cellular network connection by looking for the signal bars at the top right of the screen