Wireless CapTel Frequently Asked Questions

Sprint Wireless CapTel

In short, what is Wireless CapTel by Sprint?

Wireless CapTel by Sprint is an app available on Android-powered devices which allows an individual to speak & listen to their callers while at the same time read everything the other person says on their wireless device’s screen.  The app is a FREE download available in the Android Market. 

Specially trained agents use an enhanced voice recognition technology to caption your calls. All calls are kept secure and confidential. Captions are provided 24 hours a day, 7 days a week in English, and from 7am to 11pm Central Time, 7 days a week in Spanish.

Is it easy to receive captioned calls through the Wireless CapTel by Sprint app?

Yes. You can easily receive captioned calls using the Wireless CapTel by Sprint app.  After downloading the app, you will need to register to use the service.  You must have a hearing loss to use the service.  After registering, you’ll get a CapTel phone number to use.  Simply give your CapTel app number to your family, friends, etc. When they call, your phone will ring and captions will be displayed during the call.  

The Wireless CapTel app must be running on your mobile device to receive the call.  If the app is not running, then your call will be go to voicemail.  Any messages left for you will be captioned.  You can retrieve your voicemail up to 30 days after the message is left.

Will WCS work with mobile devices which have data-only plans?

Yes.  Our app only needs internet to work. You can easily make and receive captioned calls using the Wireless CapTel by Sprint app over 3G, 4G or WiFi.  After downloading the app, you will need to register to use the service.  You must have a hearing loss to use the service.  After registering, you’ll get a CapTel phone number to use.

Will WCS work with mobile devices that have no cell phone service?

Yes.  Our app only needs internet to work, so if your device has WiFi and can connect to a WiFi hotspot, Wireless CapTel by Sprint should work.  You can easily make and receive captioned calls using the Wireless CapTel by Sprint app.  After downloading the app, you will need to register to use the service.  You must have a hearing loss to use the service.  After registering, you’ll get a CapTel phone number to use.

Will WCS work with mobile devices which have voice-only plans?

No. Our app requires the internet to work. You can easily receive captioned calls using the Wireless CapTel by Sprint app with a WiFi connection to your mobile device.  After downloading the app, you will need to register to use the service.  You must have a hearing loss to use the service.  After registering, you’ll get a CapTel phone number to use.

Can I make an international call with WCS?

No. The Wireless CapTel by Sprint service is for use within the United States and US Territories only.  Calls to Canada, Mexico, or other non-US locations are not available at this time.

When someone calls the designated Wireless CapTel by Sprint number does the person first speak to a relay operator and then give the relay operator my cellphone number to call me?

No.  The CapTel service is completely transparent.  When someone calls your registered Wireless CapTel number, and you have the app running on your mobile device, your device will ring and you will speak directly to your caller with captions.  Unlike traditional relay services, there will be no need for your caller to interact with anyone else other than you when you are using Wireless CapTel.

Can I download the Wireless CapTel by Sprint app onto a non-Sprint Android device?

Yes. You can – this app is available for devices that have Android 2.2 or higher and operate in the United States.  Our app is available on all US providers, not just Sprint mobile devices.  In addition, our app works on non-wireless provider devices, such as tablets.  You do not need to have a voice services and data access, which may cost you more.  With the Wireless CapTel by Sprint app, you only need internet access on your device.

Are hands-free devices required to use Wireless CapTel by Sprint?

Recommended. You can use hands-free devices like headsets and Bluetooth devices with Wireless CapTel.  It’s highly recommended you have a hands free device so you can read the screen and hear your caller at the same time on your mobile device.

Does Wireless CapTel by Sprint have a speakerphone?

No. At this time, Wireless CapTel by Sprint does not allow use of the speakerphone.

Will Wireless CapTel work ONLY in areas with 4G service?

No. Wireless CapTel is designed to work on 3G, 4G and WiFi service.  4G service on your device can help improve the quality of your audio, but is not necessary.

How do I retrieve my WCS voicemail messages?

When your caller leaves a voicemail message, it will be captioned for you and available in the Wireless CapTel by Sprint app.  Simply open the app, select the voicemail tab, and playback your message while you have an internet connection to your mobile device.

Will my "phone number" be the same as the device phone number?


No. After downloading the Wireless CapTel by Sprint app for the first time, you must register to use the service.  You will be given a new CapTel phone number and all calls to that number will be captioned.  You must have your callers use this number to get captions of your calls.  When making a call, you must use the Wireless Captel by Sprint app to get captions of the calls you initiate.

What tips, tricks and suggestions do you recommend to extend the battery life of my device with WCS running?

The Wireless Captel by Sprint app in testing only uses about 4% of the battery above normal use.  It would be unusual to see Wireless Captel use more than that on your mobile device and drain your battery much faster.  We have a few tips to suggest:

  • The biggest drain on any cell phone is the screen.  The more often you have the screen on, the faster it drains the battery.  Having the screen timeout set to a lower time would help conserve battery.
  • Make sure you are not running more apps in the background of your device – those will use up more power.
  • Download a task manager app like JuiceDefender to manage your battery life – there are free versions of battery saving apps that you can try out that should help identify what further steps you can take to conserve battery life.
  • If you are not using them, turn off WiFi, Bluetooth, and/or 4G.  You will get better quality service through WiFi or 4G if you are in coverage, but they also use up the battery somewhat quicker.  

What hands-free devices are recommended*?

  • The Motorola H730 works well for people who have in-ear hearing aids because those Bluetooth models are over the ear.  You can also try the Plantronics Explorer 395.
  • Behind the ear hearing aids require specialty devices that may be more expensive and use a feature in some hearing aids – the “t-coil” - which is an optional accessory built into hearing aids.
  • Customers can purchase a device like the HATIS Freedom or Noiz-free Beetle Bluetooth that rests on their ear next to their hearing aid, OR 
  • Purchase a wearable neckloop device like the Clearsounds Quattro Bluetooth Neckloop, which they wear around their neck (under or over their clothing)

*The above recommendations are not Sprint endorsements.  They are simply a guide to what may work for you.  Sprint recognizes that with hearing loss, your hearing difficulties are unique and personal.  You may want to try out a number of devices before settling on one to ensure you are comfortable that it is right for you. 

How can I reach customer support for Wireless CapTel by Sprint?

For app issues or questions, you can send an email to WCShelp@sprint.com or call 855-871-8429.