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SignLive
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hello@signlive.co.uk

Frequently Asked Questions

When is SignLive open?

SignLive is open 24 hours a day, 365 days a year.


Who are SignLive’s interpreters?

All our interpreters are highly qualified, have at least five years’ interpreting experience, are NRCPD-registered and DBS/PVG licenced.


How long does it take to connect?

Connecting to a SignLive interpreter usually takes under 40 seconds, but sometimes there may be a delay or a queue; please be patient.


I’m using SignLive on my mobile phone. Does it use up my minutes or my data?

SignLive does not use up the minutes on your phone contract, but it does use data at 100MB an hour.


I’m having trouble connecting or using SignLive. What should I do?

If you experience any problems with SignLive, please contact us at: techsupport@signlive.co.uk


What should I do when I connect to SignLive?

The audio on SignLive is automatically set to mute on connection to preserve confidentiality. If you are using SignLive for VRI, please ask the interpreter to switch to the mute function and wait 10 seconds for the audio to connect. Please ensure that the interpreter can hear you.


How much does SignLive cost?

SignLive offers a range of monthly bundles to meet your needs. For AtW and Direct Payments options, contact SignLive Customer Services. Organisations should contact access@signlive.co.uk for the latest pricing information.


I have forgotten my password, what do I do?

If you have forgotten your password, go to https://my.signlive.com/passwords/new and put in your email address (the one you used for the account). You will receive a reset password. If you are still having issues after this, contact SignLive Customer Service or, for organisations, your account manager.


I have forgotten my login details, what should I do?

If you are an AtW customer, organisation, or Direct Payments customer, your login details are on the front of your welcome pack. If you are still having trouble, please ask the project leader (organisations) or get in touch with us.


Can I change my password?

Yes. To change your password, just log in to your account at: https://my.signlive.com Go to ‘My Profile’ and click edit. You can then change the password. 


Can our organisation have extra logins?

Yes. If your organisation needs more logins, please contact us with your request.


How do I contact SignLive Customer Service?

How to get in touch with us:

1. Go to the Community Directory on the SignLive web page/app. We are at the top of the list.

2. Go to www.signlive.co.uk and click on the LiveChat logo at the bottom of the screen.

3. Go to the SignLive Facebook page and send us a private message.

If you are unable to contact us by using the above methods, you can email hello@signlive.co.uk and one of us will get back to you. 


How can I see how many minutes I have used?

You can see how many minutes have been used from the SignLive admin area (https://my.signlive.com). Here you will find details of the number of minutes used, your remaining balance and calls made and received. You can also export a CSV file for online viewing and inclusion in reports.


I have run out of minutes, what do I do?

AtW/Direct Payments Customers: If you go over, and use more minutes than your allowance, we will take the extra minutes used off your next month’s allowance. We will never charge you any additional cost per minute. If you’d like to discuss, contact SignLive Customer Service.

Organisations: If you go over your allotted minutes, you don’t have to do anything. Additional minutes will be charged at your pre-agreed ‘pay as you go’ rate. If you are finding that you are regularly going over your contracted minutes, you can change your package with 30 days notice by contacting us at access@signlive.co.uk


How can I change my monthly package?

AtW and Direct Payments customer contact SignLive Customer Service.

Commercial customers email access@signlive.co.uk


I can hear but can’t see the interpreter/I can see but can’t hear the interpreter. What do I do?

Usually, a problem like this is caused by an issue with connectivity. First, check your internet connection. If you’re using SignLive on a phone or tablet, uninstall and reinstall the app. It is also worth checking your firewalls to see that SignLive is being allowed through. If you are still having issues, please contact SignLive Customer Service or techsupport@signlive.co.uk

No Sound?
No Video/Black Screen?

How do I use SignLive for face-to-face interactions?


Can I receive calls via VRS?

Yes, you can also receive calls via VRS. When you sign up to SignLive you are given a unique phone number. This number automatically re-routes incoming calls to a SignLive interpreter, who will then connect to you via SignLive. You will receive notification of incoming calls on your smart device or on the Google Chrome web-browser, even if you are not logged in to SignLive. If you cannot answer the call, the interpreter will take a message and email it to you.


Can I translate letters/emails by using SignLive?

Yes, you can. Click VRI on the green Button and ask the interpreter to help translate the document. They will give you an email address and you email the document to that address. They will then translate it for you. 


How do I call back SignLive users?


AtW Claim Form?

The claim form will be filled in by our accounts team and will be attached to your monthly invoice.

Employed – all you need to do is check the form and get part 3 signed by your line manager or supervisor. You then sign part 4 and put the form in the FREEPOST SIGNLIVE envelope to post it.

Self-Employed – all you need to do is check the form and sign part 4. Post it back to us using the FREEPOST SIGNLIVE envelope. We will sign part 3 and send it on to AtW.


‘FREEPOST SIGNLIVE’?

This means the envelope is free to post so you don’t have to pay for a stamp. You do not need to write the address on the envelope either as it will automatically be sent back to us. 


Direct Payments?

You can pay SignLive by using your card provided by your council. If the Council or another agency deals with your Direct Payments, we will send the invoice to them directly on your behalf. 


How does our organisation pay for SignLive’s monthly packages?

SignLive will invoice you at the end of each calendar month.

Get In Touch With Us?









Contact Details

Call Us 0330 822 0288

Email Us hello@signlive.co.uk

Edinburgh Office SignLive
One Lochrin Square
92 Fountainbridge
Edinburgh
EH3 9QA

London OfficeSignLive
37th Floor
One Canada Square
Canary Wharf, London
E14 5AA

Yorkshire OfficeSignLive
11 The Crescent
Selby, York
YO8 4PD