💬 Sorenson Support: How to Get Help

👋 Welcome

We’re here to help you.

Sorenson Support helps you with:

• Your account
• Your device or app
• Your calls
• General questions

You can get help in ASL or English.

🧭 What We Can Help With

You can contact support for:

• 🔐 Password reset
• 📱 Device or app not working
• 📞 Calls not connecting
• 🏠 Moving or updating your address
• 🔢 Finding your Sorenson number
• 🆕 Setting up a new account
• ❓ General questions

🤟 Get Help in ASL

You can talk to support in ASL.

If you do NOT have a videophone:

1. Download the ntouch app
2. Open the app
3. Tap Support
4. Connect with Customer Care in ASL

👉 This is the fastest way to get help in ASL without a device.

☎️ Contact Customer Care

Phone / Videophone:
📞 [phone]

You can contact Customer Care for all support needs.

🕒 Support Hours

📞 Phone Support

• Monday – Friday: 9:00 AM – 8:00 PM (ET)
• Saturday – Sunday: Closed

📹 Videophone Support

• Monday – Friday: 9:00 AM – 10:00 PM (ET)
• Saturday: 10:00 AM – 6:30 PM (ET)
• Sunday: Closed

⚡ Before You Contact Support

Try these quick steps first:

1. Check your internet connection
2. Restart your device or app
3. Try your call again

👉 Many issues are fixed with a quick restart.

📡 Check System Status

If your service is not working:

• Check Sorenson system status
• See if there is an outage

👉 This helps you know if the issue is system-wide.

🧾 Be Ready (Helps Us Help You Faster)

When you contact support, try to have:

• Your name
• Your Sorenson number (if you have one)
• What problem you see
• When the problem started
• Your device (videophone, mobile, computer)

👉 Simple details = faster help

🚨 Emergency Calls (911)

• 911 calls are priority
• The interpreter will confirm your location
• This helps send emergency services quickly

👉 Always be ready to share your location

🧩 Common Help Topics

You may also need help with:

• Account setup
• Password reset
• Device troubleshooting
• Call connection issues

👉 Look for these topics in the Help Center for step-by-step guides.

🆘 Need Help Now?

✔️ If you already have Sorenson

1. Restart your device
2. Check system status
3. Call Customer Care

✔️ If you are new (no device yet)

1. Download ntouch
2. Tap Support
3. Connect in ASL

💡 Accessibility First

Sorenson support is built for ASL-first users.

We aim to:

• Use clear and simple language
• Show steps in order
• Make support easy to follow
• Provide ASL access quickly

📞 Contact Summary

Customer Care:
📞 [phone]

ASL Support:
👉 Use ntouch app → Support