Customer Care

Whenever you have questions about our products or need help with your VRS account, just contact us. We're here for you.

Monday - Friday:
9 a.m. – 10 p.m. (Eastern Time)
4 a.m. – 8 p.m. (Pacific Time)
Saturday:
10 a.m. – 7 p.m. (Eastern Time)
7 a.m. – 4 p.m. (Pacific Time)
Sunday:
Closed

Customer Care:
877-885-3172
VRS Numbers:
English VRS — 877-467-4877
Spanish VRS — 877-767-4875
24 hours, 7 days a week, 365 days a year

How-To Videos

Learn about Purple’s products. Meet the Purple team. Get the inside information on our community efforts. It’s all here. Enjoy!

Frequently Asked Questions - Help & Support

How do I create an account?

Go to www.purplevrs.com and click on the Sign Up button in the box on the lower right corner of the screen. Enter the information requested then click the Submit button. In the form page that follows, complete the remaining information then click the Submit button. A Purple team member will receive your request and will contact you right away. If you need an account immediately, please contact Customer Care at 877-885-3172.

How do I update my address?

You may go to www.purplevrs.com, and enter your Username and Password in the fields in the bar on the top right of the screen then click GO. On the left side under User Profile, you will see Name and E911 Address. Click that and then you can update your address and click save.

You can also update by using your device. Go to Settings and you will see Name and E911 Address. You can update your address there then click Save.

How do I update my TRS-URD information?

You may go to www.purplevrs.com, and enter your Username and Password in the fields in the bar on the top right of the screen then click GO. On the left side under User Profile you will see Name and E911 Address. Click that, then you can update your information. When finished, click Save.

I forgot my password. How can I reset it?

When you enter your username on any device except SmartVP, you can click “Forgot password” where it automatically sends an email to provide you instructions for resetting your password. If you are not able to receive an email or you are using a SmartVP only, please contact Customer Care at 877-885-3172 to have your password reset.

How may I provide feedback on Purple’s interpreters?

We would love to hear your feedback on our interpreters. Please go to our website, www.purplevrs.com/help. Under Request Type, select the “Other” topic then type in your feedback comments. Please remember to include the interpreter’s four-number ID. Thank you!

How may I provide feedback on Purple’s products?

We would love to hear your feedback on our products. Please go to our website, www.purplevrs.com/help. Under Request Type, select the “Other” topic then type in your feedback comments. Please remember to specify which product(s) you are providing feedback for. Thank you!

How may I provide feedback on Purple’s customer service?

We would love to hear your feedback on our customer service. Please go to our website, www.purplevrs.com/help. Under Request Type, select the “Other” topic then type in your feedback comments. Thank you!

Where do I download P3 for my computer?

You can download P3 for your computer by going to www.purplevrs.com/p3 and then clicking either the Mac® or PC download button.

Where do I download P3 Mobile for my mobile device?

You can download P3 Mobile for your mobile phone by going to www.purplevrs.com/p3mobile. You may download the app from App Store or Play Store depending on which device you have.

From the App Store:

Tap “App Store”
Tap “Updates”
Scroll to “P3 Mobile”
Tap “Update”
After the app has been downloaded and installed, tap “Open”

From the Play Store:

Open “Play Store” app
Search for “P3 Mobile”
Tap on the “P3 Mobile for Android” app
Tap “Install”
Tap “Accept”
After app has been downloaded and installed, tap “Open”

I want a SmartVP, how do I get one?

You can go to www.purplevrs.com/smartvp and click on the Request Now button. Fill out the form and we’ll be in contact with you soon. If you’re having any trouble with the form, please contact Customer Care at 877-885-3172 and a representative will be more than happy to assist you.

How do I use Purple VRS when traveling outside of the United States?

You can make Purple VRS calls wherever you are, even when you’re traveling out of the country. All you need to do is pre-register with Purple and you’re good to go. Read more FAQs about travel…

I am leaving the country for a vacation and need to make VRS calls. How do I pre-register?

Once you log in to your Purple account, you can input your travel information online or you can call our Customer Care team at 877-885-3172 and they will assist you.

I'm going to be gone longer than one year. Why can't I use Purple VRS longer?

The FCC allows U.S. citizens traveling abroad a maximum period of one year during which they can make VRS calls.

Why do I have to share my personal travel information with you? I don't feel comfortable doing that.

The FCC requires Purple to collect this information so we can verify where you are when making a call from outside the U.S. If you have any questions or comments regarding FCC regulations, you can contact them by going to www.fcc.gov/cgb or calling 888-225-5322.

Can I add, delete or change travel plans?

Yes! Login to your Purple account, and click on “International Travel” to add or update your travel information. Please note: if you have already entered travel information and your plans change, you may need to delete your old travel plans and enter your new travel plans.

What if my plans change and my trip is shortened? If I'm still registered as being out of the country, but I'm in the U.S., will I be able to make a call?

Yes! If you make travel plans and they are canceled or your trip is shortened, and you are in the U.S., you can ALWAYS make calls.

What if I'm traveling to several different regions in the one-year period?

That's okay! You can book multiple regions with Purple and make calls from those regions. Just don't forget to register all of your travel plans!

I know which country I'm going to, but I'm not sure which region it is located in.

No problem, please click here to look up the country you are traveling to and to see which region to select when pre-registering your travel.

Once I begin my travels outside the United States, am I able to make and receive VRS calls within the country I'm in, or am I only able to make and receive United States VRS calls?

The FCC allows VRS calls ONLY to and from the United States. For example, if you are traveling in Paris and would like to make a VRS call to a friend in Paris, the FCC WILL NOT ALLOW THIS TYPE OF CALL. The FCC allows VRS calls ONLY to and from the United States, and only if the user is registered for international travel. For questions or technical support, please contact Purple Customer Care at 877-885-3172.

How do I move or copy my address book/contact list from another VRS provider?

Do you want your address book moved or copied from another provider, such as Convo, GlobalVRS, Sorenson or ZVRS?

As of October 24, 2017, the FCC has mandated that all providers make users’ contact lists (address book) available to users upon request.

If you have your contact list from another provider (xCard file), we will help you put it in your address book.

You can also make your address book available to other providers upon request.

To do this, contact us by any of the methods here or by clicking on "Live Chat" on the top of this page.

We’re here to help!