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 and Android Next Gen (New v4.0)
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 Run diagnostics
If you are an Android Next Gen (New v4.0) 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]: Back up your call history on an iPhone
Open the InnoCaption app
Tap Settings
Tap Transcripts
Tap Auto backup toggle ON (it will turn GREEN)
[Step 2]: Delete and reinstall InnoCaption on an iPhone
From your phone's home screen, open the Settings app
Tap General
Tap iPhone Storage
Tap InnoCaption
Tap Delete App
Restart your phone by turning it off and on
From your phone's home screen, open the App Store
Tap 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
Tap Log in
Log in with your cell phone number and password
Follow the prompts. Access to the location and permission for notifications must be granted for the app to work properly
You will see a popup that says, “Restore from backup file?” Tap Restore
You will see the confirmation message "Restore from backup complete" at the top of the screen
Tap Settings
Scroll down and tap Run diagnostics
Note: As your InnoCaption number will remain the same after this process, you will not need to register for InnoCaption again
[Step 3]: Reset your password (optional)
Navigate to www.innocaption.com
Click on the white LOGIN button at the top right corner
Click on Forgot password? link
Enter your cell phone number and click Continue
Choose where to send your authentication code and click Send
Enter your 6-digit authentication code and date of birth and click Submit
Enter your new password
Re-enter your new password
Click Set Password
Click Done
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 Next Gen (New v4.0)
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 Android Next Gen (New 4.0)
Open the InnoCaption app
Tap Settings
Tap Transcripts
Tap Auto backup toggle ON
Select the Google account you would like your call history backup to be saved on
Check the Auto backup toggle is GREEN
[Step 2]: Delete and reinstall InnoCaption on Android Next Gen (New 4.0)
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
Tap Log in
Log in with your cell phone number and password
Follow the prompts. Access to the location and permission for record audio, make and manage phone calls, and notifications must be granted for the app to work properly
You will see a popup that says, “Enable cloud backups?” Tap Enable
Select the Google account you would like your call history backup to be saved on
You will see a popup that says, “Restore from backup?” Tap Restore
You will see the confirmation message "Restore from backup complete" at the top of the screen
Tap Settings
Scroll down and tap Run diagnostics
Note: As your InnoCaption number will remain the same after this process, you will not need to register for InnoCaption again
[Step 3]: Reset your password (optional)
Navigate to www.innocaption.com
Click on the white LOGIN button at the top right corner
Click on Forgot password? link
Enter your cell phone number and click Continue
Choose where to send your authentication code and click Send
Enter your 6-digit authentication code and date of birth and click Submit
Enter your new password
Re-enter your new password
Click Set Password
Click Done
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.