Help & Support

  • Click on the ‘HearClear Call’ button displayed on the home screen.
  • You will see a list of People.
  • Tap on the person you want to call. This opens their profile.
  • At the top of the profile screen you have options to select a video call (top right) or an audio call (top left). An audio call does not display the video.
  • Check that you have created a profile, with your name, email address and phone number. Once that’s done, you should be good to go!
  • Tap the ‘People’ button and use the plus symbol at the top.
  • In the ‘search’ box, insert the mobile number or email address of your friend/contact.
NOTE: Your friend/contact must have HearClear installed on their phone to allow you to find them.
  • Go to your phone’s ‘settings’ page and scroll to the HearClear app. Check that the Microphone is enabled. You should tap on the button so the icon is green.
  • If you cannot hear the person you are speaking with, ask them to do the same.

Still not working?
  • Check the volume setting on your iPhone or iPad isn’t on low or off.
  • Check also that you haven’t muted your phone so that it is on ‘silent mode’. To check this, flick the small button on the top left of your iphone, or the volume button on your iPad. An icon will appear at the top of your screen to tell you whether the silent mode is ‘on’ or ‘off’.
  • Also check the person you are speaking with isn’t on ‘silent mode’. You can check with them by using the ‘Chat’ function on the HearClear home screen.

Still having a problem?
  • Check your signal strength. This is indicated by the four ‘bars’ at the top of your screen. The more bars that are filled, the stronger the signal.
  • The strength of the signal can affect the sound you hear. If you have a weak or no signal try moving to a location where the signal is stronger. If you are at home, you should be able to improve the strength of your signal by moving nearer to the WiFi box.
Go to your phone’s ‘settings’ page and scroll to the HearClear app. Check that the Camera is enabled. You should Tap on the button so the icon is green.
  • If you cannot see the person you are speaking with, ask them to do the same.

  • Still having a problem?
    • Check your signal strength. This is indicated by the four ‘bars’ at the top of your screen. The more bars that are filled, the stronger the signal.
    • The strength of the signal can affect the quality of the video you receive. If you have a weak or no signal try moving to a location where the signal is stronger. If you are at home, you should be able to improve the strength of your signal by moving nearer to the WiFi box.
    • Go to your phone’s ‘settings’ page and scroll to the HearClear app. Check that the Microphone is enabled. You should Tap on the button so that the icon is green.
    • Check that the person you are speaking with also has the microphone enabled.
    Still having a problem?
    • Check your signal strength. This is indicated by the four ‘bars’ at the top of your screen. The more bars that are filled, the stronger the signal.
    • The strength of the signal can affect the subtitles. If you have a weak or no signal try moving to a location where the signal is stronger. If you are at home, you should be able to improve the strength of your signal by moving nearer to the WiFi box.
    This is likely to be because you have not enabled ‘notifications’ to be received. You were asked about notifications when you first registered with HearClear but may have checked the ‘no notifications’ box.
    • Go to your phone’s ‘settings’ page and scroll to the HearClear app. Click on ‘notifications’ and then ‘allow notifications.  You should Tap on the button so that you can see that the icon is green.
    • Notifications allow HearClear to notify you that you have a HearClear call, even if you are using another App on your phone.
    HearClear calls are made between two devices using the app. You will need to be identifiable to your contacts so that they know who is calling them and so that they can add you as a contact on their device

    Currently you will not be able to do this, but in an upcoming version we will add this feature and make it as easy to do as possible!

    Please contact us using this contact form
    We’re here to help. Please tell us what the issue is and we will get back to you as quickly as possible.  Email us at customer.services@desifa.com
    • Check that your friend has downloaded HearClear
    • Then check that they have registered to use it by adding their name, email address and phone number into their profile page
    • Once that is done, you’ll find them. Easy!
    • Just go to the People page, push the ‘plus’ button (top right corner) and type in their email address or phone number and press ‘done’
    • You only need to put in their details once, and their name will be stored for you to find next time
    • You’re right. It can’t do that just now but we’re currently adding that feature.
    • For the moment, just add your contacts by going to ‘People’ and using the ‘plus’ button at the top right. Then push ‘done’.
    • You only need to put in the details once and the name and contact will be stored for you to find the next time
    • Did your friend create more than one HearClear account?
    • They might have created an account with one email address or phone number then later, created another with a different email address or phone number
    • Only the one that they have open on their phone or iPad at that moment will be active
    • Ask them what other email address or phone number they might have used and try that
    • That should fix things for now, but we’re working on making it a bit easier for you. Watch out for a major update coming soon!
    • Did you create more than one HearClear account?
    • You might have created an account with one email address or phone number and then later, created another with a different email address or phone number
    • Only the one that you have open on your phone or iPad will be active
    • Try giving them your other email address or phone number and asking them to enter those details
    • That should fix things for now, but we’re working on making it a bit easier for you. Watch out for a major update coming soon!