Frequently Asked Questions
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Getting Started
Q
Where can I download the SignAble App from?
A
- If you have an Android device, you can download the SignAble App from Google Play Store.
- If you have an Apple device such as an iPhone, an iPad, or a Mac, you can download the SignAble App from Apple’s App Store.
- If you do not want to download anything, you can access SignAble services using our Web browser application.
Q
How do I sign up?
A
- Download the SignAble app by visiting Google’s Play Store or Apple’s App Store and then install it on your mobile device. For the Web client click on the URL: https://demo.signable.live/#/login.
- Open the mobile or web app and click on Register appearing in the lower half of the screen that appears after the SignAble logo.
- Fill in the form with the required information and request an OTP.
- Enter the OTP received on your mobile device or at your email address and land on the home screen of the app.
Q
What platforms and devices are supported?
A
- Any mobile device running Google’s Android or Apple’s iOS mobile operating system is supported, as are laptop and desktop computers running the Windows or MacOS operating systems. Please check whether your mobile device or computer meets the minimum technical requirements for using the Signable App.
Q
Do I need a WIFI connection to use the app?
A
- No, you don’t need a WiFi connection, but a faster network is always better for running real time video based applications. You can also use the SignAble App with your mobile phone’s cellular network with a valid data plan.
- SignAble’s subscription services are separate from your phone operator’s data plan. You need both, paid separately.
Q
Do I need to have an email address?
A
- No, an individual customer does not need to have an email address, but if you have one please enter it while registering your account.
- Yes, corporate users will need to enter an official email address at the time of registering. An OTP will be sent to the official business email address to validate that you are indeed a legitimate employee of the corporate client.
Q
How long does it take to establish an account?
A
- You can sign up in less than 15 minutes and activate your account immediately.
Q
Can I invite my family and friends to join?
A
- Yes, but each person will need to have his or her own individual plan to use the app.
Q
We are a small business – do we sign up for an individual account or a corporate account?
A
- Depends on your company’s needs. Business plans are costlier but come with additional benefits like priority treatment and usage analysis. The minutes under the corporate plan can be shared among employees.
Using the SignAble App
Q
Do I have to be at least 18 years old?
A
- Yes.
- If you are a minor under 18 years old, you need the consent of a parent or legal guardian for you to be able to use SignAble’s app and paid services.
Q
Whom can I call using the SignAble app?
A
- You can call anyone with a valid phone number. However, video calls can be made only to registered SignAble App users with active subscriptions.
Q
How do I call someone using the app?
A
- On the SignAble app’s home screen click on the “Call A Person” button. Search for someone in your contacts or enter their phone number to make a call. To make a call to a group select a saved group from contacts or click on the “Start a Conference” button on the app’s home screen.
Q
How do I make group calls?
A
- Create a new group/circle by adding users from your saved contacts on your mobile phone. Once a group is saved in your contacts you can search for the group and select it as you would any user.
Q
How do I add someone to an ongoing call?
A
- Click on the icon showing a human torso with a plus sign inside a white circle that appears on the top right hand side of the video canvas.
Q
How do I get an interpreter to translate?
A
- Click on the “Get Interpreter” button on the app’s home screen. Select the language of the interpreter and you will be connected with an interpreter within a few seconds.
Q
Can I select an interpreter of my choice?
A
- No. To allocate our interpreters efficiently and protect their privacy we do not give users the ability to demand a particular interpreter.
Q
Can I request that the interpreter be changed?
A
- Yes, if the interpreter is not able to help because they lack the required subject knowledge or language abilities to be effective in translating then you may ask for a replacement. You may tell the interpreter that you would like someone else to translate. Depending on the situation the interpreter or a QA manager may decide to add another interpreter to the call.
Managing Your Account
Q
How do I edit my profile data?
A
- Click on the “Profile” – person icon – on the blue menu bar at the bottom of your screen. Your profile information will show on the screen. Click on the pen icon on the top right-hand side of the screen to edit/modify the information.
Q
How do I check my account balance?
A
- Click on the “View Account Balance” button on the home screen of the app.
- If your account balance is negative, you will not be able to make any calls using the app. Please top up or renew your subscription at the earliest.
Q
What to do if my plan has expired?
A
- Renew your subscription, upgrade to a higher-level plan or top-up your wallet.
Q
How do I top-up or renew my plan?
A
- Click on the “View Account Balance” button on the home screen of the app.
- Click on a plan or the top-up link.
- Make payment and check your account balance to see if the additional minutes are added.
Q
When I upgrade or change my plan what happens to my balance?
A
- The remaining minutes will be added to the new plan minutes.
Q
Can I get a refund for unused minutes?
A
- If you have unused minutes at the end of the validity period of your plan they will expire and you will lose them unless you top up or renew to extend the validity.
Q
Can I get the charges reversed for failed calls?
A
- In rare cases only. Talk to our Customer Service Agent about your concern.
Q
Can I share my plan with my friend?
A
- No. Each person must have their own plan.
Handling Technical Issues
Q
How do I register a complaint or reach customer support?
A
- Call Customer Support from the app and request them to open a service request (SR). If it is determined that your complaint is regarding a genuine technical or support issue, then a ticket will be opened by the Customer Support Agent. You will be given a reference number to follow up on the ticket and can track it through closure.
Q
What do I do if my calls are not connecting?
A
- Check your network connection and your phone memory. Also, check app settings and allow the necessary permissions. If the problem is not resolved call/write to Customer Support and open a Service Request (SR).
Q
Why is my video connection of poor quality?
A
- Check your network connection for poor bandwidth connectivity. Move to a different part of the building you are in and see if the quality of the connection improves.
Q
What do I do if the video freezes during the call?
A
- Wait for a few seconds to see if the problem resolves itself. Disconnect and try calling again.
Q
What if I cannot see or hear the other person?
A
- Please ask them to check their network connection and verify that they have the latest version of the SignAble App. They can download the latest version of the app from Google Play or Apple Store.
Q
Can I access SignAble Interpreters from within WhatsApp?
A
- No, they are two different applications.
Q
Why isn’t my camera or microphone working?
A
- Check your device settings or browser settings to see if the app has all the required permissions.
Q
Can I record the call and save it on my phone?
A
- Yes, if you have enough available storage.
- You should inform the other participants that you are recording the call.
- In the next release you may be able to save your files on the cloud instead of on the local device.
Q
How do I follow up on a Service Request/Ticket?
A
- Call Customer Support and give them the SR/Ticket number and ask for an update.
Q
My mobile device is not supported, what do I do?
A
- Some functions or display elements in the app may not work on some devices. Open a ticket/SR and see if the SignAble team can help. Else, change your device.
- The app will not work on unsupported devices – change your device.
