Frequently Asked Questions

GENERAL QUESTIONS

What is my username?
How long will my battery last if I am logged into the event?
I received "Device Unable to Continue" message, what should I do?
Do I have to be connected to the internet for the entire event?
Where can I use the service?
Who can I contact if my handheld stops working?
If my handheld malfunctions can I shut it off and restart it?
How do I change the font size?
How do I test to see if the service works?
How do I order captioning service?

EVENT CENTER QUESTIONS

Is the service provided free of charge?
Does the service cost if I use my personal phone?
Do we have to sign up for the service before the game? Or can I just go to the area to pick up a device?
Which events are covered by the event center? All games? Away games? Other events?
What part of the event is shown on the screen? Everything that happens or just PA announcements?
How do I get the event ID for the event?
If the game goes into overtime do the captions continue?
If weather calls the game, will the rescheduled game have captions?
Will I be able to contact someone for help from this handheld?


GENERAL ANSWERS

What is my username?

You may select any username you would like to use.

How long will my battery last if I am logged into the event?

The battery life on the device can range between 3 to 6 hours depending on the device and the amount of text displayed. Phone talk time is a good indication of battery life.

I received "Device Unable to Continue" message, what should I do?

This message may happen during the course of your event; this is normal and does not typically interfere with the delivery of captions.

Do I have to be connected to the internet for the entire event?

Yes, in order to view the captions you will have to stay connected to the internet through the entire event.

Where can I use the service?

Anywhere you have a phone that has active access to the internet via your wireless plan.

Who can I contact if my handheld stops working?

Please see Troubleshooting for troubleshooting the device.

If my handheld malfunctions can I shut it off and restart it?

Yes, please try powering the device off and restarting the phone's browser; if that does not work try removing the battery from your device.

How do I change the font size?

You can change the font size two ways:

1. Click on the Font Size button on the toolbar at the bottom of the screen.
2. Each click will cycle to the next font size from a selected set of font sizes.

Or:

1. Click on the Settings button on the toolbar at the bottom of the screen.
2. Click on the dropdown labled Font Size
3. Select the new font size and click Done
4. Click on the Save Changes button on the toolbar at the bottom of the screen.

The new font size will be used on the next text update.

How do I test to see if the service works?

To do a test, login to a live demo by entering your name and 999999998 for the EventID on the login screen.

How do I order captioning service?

If you would like to order an event or would like to inquire about our online ordering features, please contact our sales and outreach team at order@vitac.com

EVENT CENTER ANSWERS

Is the service provided free of charge?

is provided to the viewers free of charge through the event centers.

Does the service cost if I use my personal phone?

No, the service is provided free of charge even on your personal phone. However, data charges may apply.

Do we have to sign up for the service before the game? Or can I just go to the area to pick up a device?

Most event centers provide devices at Guest services. Please contact the event center prior to your event for more information. You also may use your own device.

Which events are covered by the event center? All games? Away games? Other events?

All home games, as well as any other events the event center schedules, will have captions provided to the customers. Please check with the event center or stadium for a list of events they will be providing captions for.

What part of the event is shown on the screen? Just what happens or just PA announcements?

Typically what is displayed is what is said over the Public Address (PA) system.

How do I get the event ID for the event?

The event ID will be provided by the event center and is typically the same for every event at that event center.

If the game goes into overtime do the captions continue?

Yes the captions will continue until the end of the event.

If weather calls the game, will the rescheduled game have captions?

Yes, as long as the stadium sets up the service for the rescheduled game, there will be captions provided.

Will I be able to contact someone for help from this handheld?

You will have to contact the guest services of the stadium or event center for help with the device.

For more information: www.captionedtext.com and www.vitac.com

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