How to delete and reinstall the InnoCaption app – InnoCaption Help Desk

If you are encountering issues with the InnoCaption app that have repeatedly occurred or are difficult to resolve, please consider deleting and reinstalling the app, as this often helps resolve issues.

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 click here for instructions on how to back up your call log and history, or refer to [Step 1] below. If you don't need to save any call logs, you can simply delete the app and reinstall it by going to [Step 2] below.

You will need to log back into the InnoCaption app after reinstalling. If you do not remember your password, you can reset it yourself or customer support can do it for you upon request. [Step 3] outlines the steps to take to change your password from the reset default you are given. If you do not reset your password, you can skip [Step 3]. If you need to reset your password, you can do that here.

To delete and reinstall on 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]: Back up your call history on iPhone

Open the InnoCaption app
Select Settings
Select Call History
Select Call History Back up
Tap Backup Now
You will see a confirmation message pop up on the screen: Backup is complete

[Step 2]: Delete and reinstall InnoCaption on iPhone

From your phone's home screen, open the Settings app
Scroll down and select General
Select iPhone Storage
Scroll down and select InnoCaption
Select Delete App
Turn your phone off and on again to reboot
From your phone's home screen, open the App Store
Tap on the Search icon at the bottom right corner
Tap the Search bar at the top of the page
Type "InnoCaption" and tap the Search button
You will see either an INSTALL button or a cloud icon with an arrow. Tap the button or icon to download the app
Open the InnoCaption app
Login with your cell phone number and password
Follow the prompts. Access to the microphone and location must be granted for the app to work properly
Once you see the Keypad, select Settings
Select InnoCaption Features
Select Reactivate App
Tap Reactivate Now
You will be taken back to your keypad, where you will see the confirmation message "Activated" at the bottom of the screen
Select Settings again
Select Call History
Select Call History Restore
Tap Restore Now
You will see a confirmation message pop up on the screen: Restore is complete
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)

You are not required to change your password from the temporary default one, but we recommend you do so for your own security.

To change your password

Navigate to www.innocaption.com
Click on the white LOGIN button at the top right corner OR click here to go straight to the portal
Enter your cell phone number and password, then click Login
Click on the blue Access Details button at the bottom
Click on the Edit button next to the password field
Follow the instructions to update your password
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 Android

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

Open the InnoCaption app
Select Settings
Select Call History
Select Call History Back up
Tap Backup Now
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).
Tap Save next to the file name
You will see a confirmation message pop up on the screen: Backup is complete

[Step 2]: Delete and reinstall InnoCaption on Android

From your phone's home screen, open the Settings app
Scroll down and select Apps
Scroll down and select InnoCaption
Select Uninstall
Tap OK
Turn your phone off and on again to reboot
From your phone's home screen, open the Play Store
Tap the Search bar at the top of the page
Type "InnoCaption" and tap the Search button
Tap the Install button to download the app
Tap the Open button to open the app
Login with your cell phone number and password
Follow the prompts. Access to the microphone and location must be granted for the app to work properly
Once you see the Keypad, select Settings
Select InnoCaption Features
Select Reactivate App
Tap Reactivate Now
You will be taken back to your keypad, where you will see the confirmation message "Activated" at the bottom of the screen
Select Settings again
Select Call History
Select Call History Restore
Tap Restore Now
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.
You will see a confirmation message pop up on the screen: Restore is complete
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