Help & Support

AIM

AIM International Error

If you receive an “AIM International Error” message, please follow the below instructions.

Instructions:  

If you ARE NOT currently in the United States

If you currently live outside of the United States, please note that the relay service is for U.S. residents.  International calls are prohibited on the IP-Relay service.

If you ARE currently in the United States

Android™ Devices

1. Go to “Settings.”

2. Click “Roaming.” If “Roaming” is not listed, click “Mobile networks.”

3. Click “Roaming Settings.”

4. Uncheck any “International Options.”

5. Click the “Back” icon.

iOS Devices

1. Go to “Settings.”

2. Click “General.”

3. Click “Cellular.”

4. Click “Roaming.”

5. If “International CDMA” is on, please switch to “Off.”

6. Click the “Home Button” to return to the main screen.

The settings on your phone should now be correct. If you are still receiving the error message, please contact Customer Care at 877-885-3172. We are always happy to help.

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AIM Technical Difficulties

If you receive the error message “Your i711.com/IP-Relay call request cannot be completed at this time due to technical difficulties.” it may be due to AIM handle issues. Please make sure your AIM handle is attached to your i711 and/or IP-Relay account by following the instructions below.

1.       Click “Login”

2.       Log in with your email address you used to register and password

3.       Click “My Account”

4.       Click “IM Handles”

5.       Add your AIM Handle

6.       Click “Save”

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How to use i711 with AIM

To use AIM to place a call on i711, follow the below instructions.

1.       Open AIM

2.       Log in with your AIM username and password

3.       Click “+Buddies”

4.       Under “AIM Username” enter “i711relay”

5.       Click “Save”

6.       “i711” will now appear on your buddy list

7.       Double click “i711” to open an AIM chat

8.       Type “Hello” and press the “Enter” key on your keyboard

9.       Type a number to call (i.e. 877 885 3172)

10.   You will receive a message that reads, “  *** The FCC requires that all text relay users be registered.***
 ***To continue using this service you must register. Would you like to register now? (Y/N)***

11.   Type “Y” and click “Send”

12.   You will be prompted to enter your email address

13.   Enter your email address and click “Send”

14.   You will be prompted to enter your password

15.   Enter your password and click “Send”

16.   You will receive a message that reads, “Thank you for updating your i711.com account and completing the registration process. Connecting to relay center... to disconnect, type HANGUP or SKSK.
Waiting for next available operator...

17.   Your account is now linked to your AIM and you can now receive incoming calls

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How to use IP-Relay with AIM

To use IP-Relay with AIM, follow the instructions below. If you have additional questions or need help, please call Customer Care at 877-885-3172.

1.       Open AIM

2.       Log in with your AIM username and password

3.       Click “+Buddies”

4.       Enter “MYIPRELAY” in the screen name bar

5.       Click “Save”

6.       “MYIPRELAY” will appear in your Buddy List

7.       Double Click “MYIPRELAY” to open a chat session

8.       Type “Hello” and press the “Enter” key on your keyboard

9.       A message will appear that reads, “Welcome to IP-Relay.  To place a relay call, type CALL followed by the 10 digit number you would like to call (Example: CALL 9165551234)  To register your personal My IP-Relay Number, Type ACTIVATE.  For customer service information, please type HELP.”

10.   Type “Activate” and press the “Enter” key on your keyboard

11.   A message will appear that reads, “Please enter your “MY IP-Relay Number” and click “send”

12.   Type your IP-Relay number and press the “Enter” key on your keyboard

13.   A message will appear that reads, ***To continue using this ervice, you must register.  Would you like to register now? (Y/N?***”

14.   Type Y and press the “Enter” key on your keyboard

15.   Enter your email address when prompted

16.   Enter your password when prompted

17.   A message will appear that reads, “Thank you for updating your IP-Relay.com account and completing the registration process.  You are now ready to make a call

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Request Product

Creating an Account


Creating an account is fast, easy and convenient. You can do it yourself online by going to http://www.ip-relay.com or http://www.i711.com and following the step-by-step directions or calling Customer Care today at 877-885-3172 and one of our helpful representatives will create an account for you. For your convenience, instructions are also available below.

1.       Click “Sign UP”

2.       Enter your name

3.       Enter your email address

4.       Enter the password you want to use (at least one letter and one number)

5.       Re-enter the password

6.       Click “Next”

7.       Enter your home address

8.       Enter your Date of birth (MM/DD/YYYY)

9.       Enter the last 4 digits of your Social Security Number (SSN)

10.   Check the ”Terms of Agreement” box

11.   You will be asked several questions to verify your identity

12.   Click ”Next”

13.   Select your state

14.   Select your area code

15.   Select your city

16.   Select a new Ten Digit Number

17.   If you want to receive inbound calls, add your AIM screen name

18.   Click ”Next”

19.   You will receive a confirmation email. Your registration WILL NOT be complete until you click the link included in the email

Frequently Asked Questions

Why do I need to provide my date of birth?

First, thank you for choosing IP-Relay! All IP Relay service providers are required by the FCC to verify customer information before issuing a ten-digit number. This information is used only to verify your identity. We do not share or save this information. If you have additional questions about FCC rules and regulations, you can call the FCC at 888-225-5322 or TTY at 888-835-5322. 

Why do I need to provide the last four digits of my SSN?

 All IP Relay service providers are required by the FCC to verify customer information before issuing a ten-digit number. Like your date of birth, the last four digits of your SSN are used during registration to verify your identity. We do not share or save this information. If you have additional questions regarding this information, you can call the FCC at 888-225-5322 or TTY at 888-835-5322.

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Download Wireless app on Blackberry

Over-the-Air Download.

From your home screen, launch your preferred Internet Browser, and choose “Go to” from the menu.  Then:

1.       Type in the following web address: http://www.ip-relay.com/Products.aspx#wireless or http://i711.com/Products.aspx#wireless

2.       Click “Get it at Blackberry App World” icon

3.       Read the information and click “I agree”

4.       The application will download and install automatically

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Downloading IP-Relay for Android™

Downloading the IP-Relay app on your Android device is easy. Just follow the below instructions. If you need additional help, please contact Customer Care at 877-885-3172.

1.       Go to http://www.ip-relay.com/Products.aspx#wireless

2.       Click “Android App on Google Play”

3.       Click “Install”

4.       Click “Accept and Download”

5.       Click the “back” button once

6.       Click “Open”

7.       Click “Accept”

8.       To link your device to your IP-Relay account, enter the number you wish to dial

9.       You’ll receive a message that reads, “Question: Thank you for Contacting IP-Relay.  The FCC requires you to have a 10-digit relay number in order to place calls.  Click ‘Yes’ to get one now.  Click ‘No’ to make an emergency call.” (This will only happen the FIRST time you make a call)

10.   Click “Yes”

11.   Click “Log in with an existing account”

12.   Enter your email address and password

13.   Click “Login”

14.   You will receive a message that reads, “Your mobile device has been linked to your account.  You can now start using IP-Relay!  Just close your browser and return to IP-Relay app.”

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Forgot Username

Forgot IP-Relay™ or i711 Password

Forgot your password? Please follow the instructions below to receive a new password.

1.       Click “Login”

2.       Click “Forgot password?”

3.       Enter your email address you used when you created your IP-Relay account.

4.       Click “REQUEST PASSWORD”

5.       You should receive an email with a temporary password in a few minutes.  If you haven’t received an email, please check your spam folder.

6.       If you do not receive an email, please call Customer care at 877-885-3172.  We are always happy to help!

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Other

Having Problems with IP-Relay?

If you are experiencing problems or have questions about IP-Relay that are not addressed in the Solutions section, please contact Customer Care at 877-885-3172 or email at help@ip-relay.com. You can also go to www.ip-relay.com/contact and complete the online form. Please make sure you have the following information ready so we can address your issue appropriately.

1.       What device are you using?

2.       Are you using any third-party websites or software clients to access AIM®, like Meebo™, Google Talk™, Trillian or iChat®?

3.       What error messages are you receiving?

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Firewall

Receiving an IP-Relay or i711 “Error Code 306” Message

If you receive a message that reads “Error code 306,” please call Customer Care at 877-885-3172. One of our representatives will be happy to help you.

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Update Account Info

Receiving Unwanted IP-Relay Missed Call Messages or Emails from Telemarketers

IP-Relay does not have the ability to block callers. If you are receiving unwanted missed call messages or emails from telemarketers, please follow the below instructions. If you need additional help, please contact Customer Care at 877-885-3172.

1.       Go to www.donotcall.gov. Follow the registration instructions

2.       Processing your request may take up to 30 days

3.       If you still receive unwanted messages or emails after 30 days, you can file a complaint by going to www.donotcall.gov and/or the Federal Trade Commission (FTC) at http://www.ftc.gov or by calling 877-FTC-HELP (877-382-4357)

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Log in Problem

Receiving “Unable to log on IP-Relay: Multiple accounts found” Message

You may have two or more accounts with the same email address and password. Please call Customer Care at 877-885-3172 and one of our representatives will be happy to help you.

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Legal paperwork

Suspected Abuse of IP-Relay Services/Harassing Relay Calls

We apologize if someone is abusing our service by placing harassing phone calls to you.

If you are receiving a relay call it is because someone is providing us with your number to dial. As an FCC regulated relay service, we are required to place the calls requested by our users (Deaf, hard of hearing, or speech-disabled individuals) to give equal access to the phone system.


 If you wish to block unwanted callers, your telephone company may be able to assist you in blocking our service from calling your phone. You will need to request your telephone company to block our access number (866-394-4493) and any additional numbers you see on your caller ID when receiving relay calls.

If you would like to request caller information from us, we may only provide the information upon receipt of a subpoena requesting call history information.  The information we could provide would include date, time and length of calls, but would not include any call content. . For more information or questions, please contact Customer Care at 877-885-3172. ^Back to top