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Emergency Calls
General Questions
NZ Relay App And Technology
Technical And Troubleshooting
Help And Support
Video Relay Service
TTY Users
Privacy Policies
Customer Satisfaction Survey
Emergency Calls
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Can I use the NZ Relay to make emergency calls?
General Questions
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What is the New Zealand Relay (NZ Relay) Service?
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Who can use this service?
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How much do NZ Relay calls cost?
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When is NZ Relay open?
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Who operates the NZ Relay service and where is it located?
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What is the role of the NZ Relay Assistant?
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Can I access NZ Relay marketing or educational material/information?
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What is a NZ Relay phone number?
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Are there any limitations to the number or duration of calls through NZ Relay?
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If I am overseas, can I still make relay calls using NZ Relay or the NZ Relay app?
NZ Relay App And Technology
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I don’t understand apps. Where can I get help?
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Why do I need to create an account with NZ Relay?
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I only have an old mobile phone. Will it work with the app?
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How do I download the NZ Relay app?
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Why is the NZ Relay app asking me to allow push notifications?
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Why is the NZ Relay app asking me to log in?
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Why have I been logged out from my NZ Relay app account?
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I have a NZ Relay account, why can't I log in?
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I have issues with my vision, and I am struggling to read the text in the app. What do you recommend?
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I want to call one of my contacts. How do I select a contact number from my phone's list?
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How do I receive a call on the NZ Relay app? I am using Captioned Relay.
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Why can't I see the name of the person calling me on the incoming call when I am using the NZ Relay app?
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Why can’t I see the captions on my phone or tablet when I’m using the app?
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I can't hear what the person on the call is saying when I also look at the captions on my device. What should I do?
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Can I get a copy of my call transcript after my Text or Captioned Relay session is over?
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I don't understand some parts of the captions that come through. What does SP/M/F? etc. mean?
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Do I need to be connected to the internet to make and receive Text Relay or Captioned Relay calls through the NZ Relay app?
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I usually use my mobile in landscape mode. Will the NZ Relay app work on this mode?
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I have a tablet/iPad. Will the NZ Relay app work on these devices?
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How do I know what version of the NZ Relay app I have installed on my device?
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Why is the NZ Relay app forcing me to download the new version?
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I use voice-to-text software to assist me with the apps in my phone. Does the NZ Relay app support this?
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I use assistive technologies (such as a tele braille device, external keyboard, pointer, wand or a mouse). Will my external device work with the app?
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I want to change the way that I receive calls through the NZ Relay app. How do I do this?
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I want to change my password for the NZ Relay app. How do I do this?
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What happens when I change my Call preference type from Text Relay to Captioned Relay or vice versa?
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I have just changed my preferred call type from Captioned Relay to Text Relay. Why is the person trying to call me hearing a message that says “The User is not registered or logged in".
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I am trying to call someone’s unique relay number and am receiving the following message “The User is not registered”.
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I am trying to call someone’s unique relay number and am receiving the following message “The User is not logged in”.
Technical And Troubleshooting
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My call won’t connect through the app. What can I do?
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Why can't my internet connection be detected?
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Why did my call disconnect?
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Why can't I create an account?
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Why can't I see my position in queue?
I received this error message: 'We are unable to get your position in queue.' What does this mean?
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I accepted an incoming relay call.
I received this error message: 'Sorry, this call could not be connected.' What does this mean?
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I have created an account. Why can't I log in?
I received this error message: 'You have not yet verified your account.'
What does this mean?
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I am trying to log into the NZ Relay app.
I received this error message: 'Sorry, there has been an error.'
What does this mean?
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I am trying to log into the NZ Relay app.
I received this error message: 'An unexpected error has occurred.'
What does this mean?
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I have just modified my account details through the website, why can't I see my updated details on the app?
Help And Support
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How do I get help if I have problems using NZ Relay?
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How can I make recommendations, suggestions or provide feedback to NZ Relay?
Video Relay Service
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What are the benefits of Video Interpreter phone calls in NZ Sign Language?
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What Video Relay services are available through NZ Relay?
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How do I book a video interpreting session?
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Can I access a Video Interpreter without a booking?
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If I reach an answering machine during a Video Relay Call, can I leave a message?
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How will I know what to do when I show up for a meeting or appointment using a Video Interpreter?
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When does video interpreting work best?
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How can a person best participate when receiving a video interpreting call?
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Can I record my video interpreting session with NZ Relay?
TTY Users
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How can I connect to NZ Relay using V18? (V18 is a communication code like Baudot and some TTY’s use V18 and not Baudot)
Privacy Policies
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Will the content of my relay calls be confidential?
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Where can I see NZ Relay Privacy policies related to NZ Relay calls?
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What are the NZ Relay Terms & Conditions of using NZ Relay?
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What is your NZ Relay Acceptable Use Policy?
Customer Satisfaction Survey
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What is this survey?
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Why am I getting this survey question?
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How long does it take?
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Does my opinion matter?
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Is what I say private?
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How often will I get these surveys?
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What do we do with the responses?
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What does my score mean?
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Do you share my feedback with others?
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Why only one question?
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I closed the pop up without answering, can I get it back?
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I don’t want to get these surveys; can I opt out of being asked?
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What if I give a low score?
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Can I change my score later?
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Will someone contact me after I submit my score?
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Can I leave a comment with my score?
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How can I give additional feedback?
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Is the survey only for negative feedback?
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Is there a reward for doing it?
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I’m confused - who can I talk to?
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I'm not getting a survey. Am I doing something wrong?
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Are all of NZ Relay services included in the survey?
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TTY to Voice
TTY Voice Carry-Over
TTY Hearing Carry-Over
Speech to Speech
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