InnoCaption is a VoIP (voice over internet protocol) service. This means that calls connect over the internet instead of the channel that regular phone calls use. That is because our app sends both audio and visual data (i.e. captions) in real time during calls. Because many people commonly use the terms 'internet' and 'Wi-fi' interchangeably, we would like to differentiate between the two in the context of using and troubleshooting InnoCaption.

InnoCaption requires an internet connection to work. Your device can connect to the internet either through Wi-fi or cellular data. Wi-fi is a local connection to the internet that is generated by a router. If you are connected to a Wi-fi network, you have to be within a certain physical proximity of the router for a strong connection. If you are not connected to Wi-fi, phones with a data plan will automatically connect to the internet using cellular data. This is a connection to the internet generated by your cell phone provider's data towers. Different types of cellular data include 5G, LTE, and 4G.

Because your phone is able to connect to the internet either through Wi-fi or cellular data, we recommend trying both connections when you experience a problem on the app. If you are connected to Wi-fi, first try restarting your router. If that doesn't fix the issue, then disconnect your phone from Wi-fi. That will automatically connect you to cellular data (as long as it's included on your phone plan). If you are having trouble over cellular data, then we recommend connecting to a Wi-fi network and trying again.