What is Sorenson VRS?
Sorenson Video Relay Service (VRS) allows Deaf, hard-of-hearing, and speech-disabled individuals who use American Sign Language (ASL) to communicate with hearing people over the standard telephone network — in real time, through a qualified ASL interpreter.
During a VRS call, you connect via video to a Sorenson Communications Interpreter (SCI). The interpreter voices what you sign to the hearing party, and signs what the hearing party says back to you. The call is fully confidential and the interpreter does not retain any information from the conversation.
Sorenson VRS is provided at no cost to eligible users under the FCC's Telecommunications Relay Services (TRS) program, funded by the TRS Fund. Sorenson is the largest provider of VRS in the United States.
Under the Americans with Disabilities Act (ADA) and FCC rules, VRS users have the right to telephone service that is functionally equivalent to that available to hearing users — including the ability to call any telephone number in the United States, 24 hours a day, 7 days a week.
Eligibility & registration
VRS is available to any individual in the United States who is Deaf, hard-of-hearing, or speech-disabled and uses ASL as their primary mode of communication over video relay calls. There is no income requirement or formal hearing test needed — you self-certify your eligibility during registration.
What you need to register
- A valid email address
- A U.S. residential or wireless address
- A compatible device with a camera, microphone, and broadband internet connection
How to register
- Visit sorenson.com or download the Sorenson app on your device.
- Tap or click Sign Up and complete the registration form with your name, address, and email.
- Create a password and accept the Terms of Service.
- You will be assigned a 10-digit phone number (your VRS number) that hearing callers can use to reach you directly.
- Register your 911 location — this is required by the FCC. Enter your home address so that emergency dispatchers can locate you if you dial 911 via VRS.
- Download and sign in to the Sorenson app on your preferred devices to begin using the service.
You must register a physical address for 911 service before placing your first call. If you move, update your 911 address immediately in your account settings at sorenson.com or within the app under Settings > 911 Address. Failure to keep this updated may result in emergency services being sent to the wrong location.
How a VRS call works
A Sorenson VRS call connects three parties: you (the VRS user), a Sorenson Communications Interpreter (SCI), and the hearing party you are calling. Here is how the process works from start to finish:
- You sign in ASL — the interpreter voices your message to the hearing caller in real time.
- The hearing caller speaks — the interpreter signs what they say back to you via video.
- The interpreter is neutral — SCIs do not interject, advise, or share information outside the call. All conversations are strictly confidential.
- Call control stays with you — you dial the number, manage hold, and end the call. The interpreter follows your lead.
Interpreter availability
Sorenson maintains a large staff of qualified ASL interpreters available 24 hours a day, 7 days a week, including holidays. In most cases, an interpreter connects within seconds of initiating a call. During rare high-demand periods, a brief wait queue may appear on screen.
Supported devices & apps
You can access Sorenson VRS from a variety of devices. All options require a front-facing camera, a microphone, and a broadband internet or cellular data connection.
Minimum technical requirements
| Internet speed (recommended) | 5 Mbps download / 2 Mbps upload or higher |
| Internet speed (minimum) | 1.5 Mbps download / 1.5 Mbps upload |
| Camera | 720p HD or higher recommended |
| Mobile OS | iOS 15+ or Android 10+ |
| Desktop OS | Windows 10+ or macOS 11 (Big Sur)+ |
| Browser (web) | Chrome 90+, Firefox 88+, Edge 90+ (if using web access) |
Setting up your service
Setting up on a smartphone or tablet
- Download the Sorenson app from the App Store or Google Play.
- Open the app and tap Sign In. Enter your registered email and password.
- When prompted, allow the app access to your camera, microphone, and contacts.
- Confirm your 911 address is current — the app will prompt you to verify this on first login and after any address change.
- Make a test call by tapping the dial pad icon and calling the Sorenson test number shown in the app's help section. An interpreter will connect and confirm your video and audio are working.
Setting up a Sorenson videophone (Vida+ or Lumina)
- Unbox the device and connect it to power using the included AC adapter.
- Connect to your internet router via Ethernet cable (recommended) or use the on-screen Wi-Fi setup to connect wirelessly.
- The device will power on and display a setup wizard. Follow the on-screen steps to select your language and connect to the internet.
- Sign in with your Sorenson account credentials. Your account, contacts, and VRS number will sync automatically.
- Position the device so the camera is at eye level and your signing space is fully visible on screen. Adequate lighting in front of you (not behind) significantly improves interpreter visibility.
- Confirm your 911 address in Settings > My Account > 911 Address.
For the best interpreter experience, ensure your face and hands are well lit from the front. Avoid sitting with a bright window or light source behind you, as this creates a silhouette and makes it difficult for the interpreter to read your signs accurately.
Making and receiving calls
Placing an outgoing call
- Open the Sorenson app or pick up your videophone.
- Tap the dial pad icon and enter the 10-digit number you wish to call, then tap Call.
- A Sorenson interpreter will appear on screen within seconds. Sign the number or name of the party you are calling if needed to confirm.
- The interpreter will dial the hearing party and announce: "Hello, this is [interpreter name] with Sorenson VRS. I have a video relay call for [your name or the party requested]."
- Once the hearing party answers, the call begins. Sign normally — the interpreter will voice your message and sign the response back to you.
- When finished, sign or indicate to end the call. The interpreter will say goodbye to the hearing party on your behalf and disconnect.
Receiving an incoming call
When a hearing person calls your 10-digit VRS number, Sorenson automatically connects an interpreter before routing the call to your app or videophone. Your device will ring like a standard phone call. Answer by tapping Accept (app) or picking up (videophone). The interpreter will already be on the line and will sign what the hearing caller is saying.
Your 10-digit Sorenson VRS number works just like a regular phone number. Share it with friends, family, doctors, employers, and anyone else who may need to reach you. Hearing callers do not need any special equipment — they just dial your number as usual.
Dialing 911 via VRS
You can reach emergency services by dialing 911 through the Sorenson app or videophone. An interpreter will connect immediately and relay your emergency to the dispatcher. Because 911 calls via VRS are routed based on your registered address, it is critical that your 911 address is always up to date. Update it any time you move or are staying somewhere temporarily.
If VRS service is unavailable or you cannot connect an interpreter, use an alternative means to contact 911, such as texting 911 (where available in your area), TTY, or asking a nearby person for help. Do not wait for VRS if you cannot connect immediately in an emergency.
Managing contacts
Your contacts sync across all devices signed in to your Sorenson account. You can add, edit, and organize contacts from within the app or at sorenson.com. Each contact entry can include a name, phone number, and video address if the contact is also a VRS user.
Call features & settings
In-call controls
| Mute video | Temporarily stops your camera feed without ending the call |
| Mute audio | Silences your microphone — useful to block background noise |
| Hold | Places the hearing party on hold; the interpreter remains on the line |
| Interpreter request | Request a new interpreter mid-call if needed, without disconnecting the hearing party |
| Keypad (DTMF) | Send touch-tone inputs for automated phone menus (press 1 for billing, etc.) |
| Speaker/flip camera | Switch between front and rear camera or toggle speaker mode on mobile |
Video calling between Sorenson users (point-to-point)
If both parties are Sorenson users, you can make a direct video call without an interpreter — this is called a point-to-point (P2P) call. In the app, tap a contact who has a Sorenson video address and select Video Call. P2P calls are free and do not use VRS relay minutes.
Preferred interpreter
Sorenson allows you to designate preferred interpreters — interpreters you have worked with before and trust for specific call types (medical, legal, personal). Add preferred interpreters in Settings > Interpreter Preferences. While Sorenson will attempt to connect a preferred interpreter when available, this cannot be guaranteed for every call.
Language and accessibility settings
- ASL / PSE mode: Indicate your preferred signing style (ASL or Pidgin Signed English) in your profile settings so interpreters can adapt.
- Text chat during a call: Use in-app text chat to communicate with the interpreter if you need to clarify something without signing.
- Font size & display: Adjust interpreter video size and interface text in Settings > Display.
Call history
A record of your recent calls — including date, time, duration, and number dialed — is available in the app under Call History. Call content is not recorded or stored. History can be cleared from Settings > Privacy > Clear Call History.
Privacy & confidentiality
All VRS calls made through Sorenson are strictly confidential. By law, VRS interpreters are bound by the same confidentiality standards as all telecommunications relay service operators. This means:
- Interpreters do not disclose the content of any call to any third party.
- Call content is not recorded, logged, or reviewed by Sorenson for any purpose.
- Interpreters follow a professional code of ethics and may decline to interpret content that violates applicable law or Sorenson's terms of service.
- Your account information (name, address, VRS number) is protected under Sorenson's Privacy Policy and applicable FCC regulations.
Sorenson is required by FCC rules to protect your Customer Proprietary Network Information (CPNI). You may receive periodic notices about your CPNI rights. You can opt out of certain marketing uses of your CPNI by contacting Sorenson support or updating your preferences at sorenson.com.
Equipment care
If you use a Sorenson Vida+ or Lumina videophone, follow these guidelines to keep your device in good working order.
Cleaning
- Wipe the screen and body with a soft, dry microfiber cloth. Do not use paper towels or abrasive materials.
- For fingerprints on the camera lens, use a lens-safe cloth. A dirty lens degrades video quality significantly.
- Avoid spraying any liquid directly onto the device. Lightly dampen a cloth if needed and wipe gently.
- Do not use alcohol, ammonia-based cleaners, or household sprays on any part of the device.
Placement and ventilation
- Keep the device in a well-ventilated area. Do not block the vents on the rear or underside of the unit.
- Avoid placing the device in direct sunlight or near heat sources such as radiators or fireplaces.
- Keep all cables organized and free from strain at the connection points.
- Do not stack objects on top of the device.
Software updates
Sorenson videophones automatically download and install firmware updates when connected to the internet. Updates typically run overnight. Do not unplug the device during an active update — an update in progress is indicated by an on-screen progress bar or status message. Keeping the device updated ensures you receive the latest call quality improvements and security patches.
Sorenson videophones are loaned equipment and remain the property of Sorenson Communications. Do not attempt to open, repair, or modify the device. Use only the power adapter provided. Unauthorized modifications may void your service and trigger a replacement fee.
Troubleshooting
Select an issue below to expand the resolution steps.
Getting support
If your issue is not resolved by the steps in this article, Sorenson offers dedicated support for VRS users through accessible channels.
| Video support (ASL) | Available 24/7 via the Sorenson app — tap Help > Contact Support to connect with a support agent in ASL |
| In-app text chat | Available Mon–Fri, 7 AM–10 PM MT |
| support@sorenson.com | |
| Website | sorenson.com/support |
| Device return or exchange | Contact support to arrange return shipping — prepaid labels are provided |
| Account changes | Number transfers, address corrections, and account closures must be handled by support |
If you believe your rights as a VRS user have been violated or you have experienced consistent service failures, you may file a complaint with the FCC at fcc.gov/consumers/guides/filing-informal-complaint. Sorenson takes FCC complaints seriously and will respond promptly.
Was this article helpful?
Comments
0 comments
Please sign in to leave a comment.