Even though many mainstream technology brands offer accessibility features and support assistive technology software in their products, many technical support teams are not familiar with low vision accessibility settings or how using assistive technology can change how users interact with a product. I’ve experienced this firsthand when calling technology companies for product support, only to be connected with a specialist who has no idea why the font on my screen is large or why I’m frustrated over how something looks with screen magnification (being told “just turn it off” isn’t particularly helpful either).
While it would be fantastic if technical support staff were trained in troubleshooting assistive technology or accessibility settings, I have had a much better experience when using accessibility support phone numbers, which are designed for people with disabilities and the assistive technologies that they use every day. Here is an overview of accessibility support phone numbers, how they benefit users with low vision, and how I personally use accessibility support phone numbers in different contexts.
How are accessibility support phone numbers different?
Accessibility support phone numbers and accessibility support lines are dedicated support teams from businesses and major companies that can provide free technical support and instructions for people with disabilities. Agents are trained in assistive technology troubleshooting and can help users with solving the same problems as other people who call technical support may have, with the added bonus of being able to integrate assistive technology. These lines also often have shorter wait times and can be accessed through text and video chat as well, but may have different hours than the traditional technical support lines.
I’ve linked several examples of accessibility support lines from popular companies below, with a focus on technology companies and telecommunications services. I found all of these online on the “Accessibility” page for each company. All are free to use.
Related links
- Amazon Accessibility Support
- Apple Accessibility Support
- Microsoft Accessibility Support
- Google Accessibility Support
- AT&T Accessibility Support
- Verizon Accessibility Support
- T-Mobile Accessibility Support
Examples of assistive technologies that fall under accessibility support
When it comes to accessibility support phone numbers, many of the specialists are trained primarily in supporting assistive technology and accessibility settings for people with visual impairments, inclusive of blind and low vision access. Users contact accessibility support for the same reasons that anyone might contact technical support (e.g. device isn’t turning on, something isn’t working as expected), with the additional caveat that they use assistive technology in some capacity to access their device. Alternatively, they could contact accessibility support to learn how to enable accessibility settings on a specific device. This could include one or more of the following accessibility tools:
- Screen readers
- Screen magnification
- High contrast display
- Large displays/display scaling
- Keyboard access (no mouse)
- Dictation or voice controls
- Braille display
Admittedly, not all accessibility support staff will be familiar with every type of assistive technology, and I’ve had some experiences where I had to call back and talk to someone else who was more familiar with a particular device, or send an email and get a response later.
Related links
- A to Z of Assistive Technology For Low Vision
- A to Z of Assistive Technology for Reading Digital Text
- How To Make iPad Accessible for Low Vision
- Low Vision Accessibility Settings For Android Phones
- Low Vision Accessibility Settings For Windows 10 and 11
- Computer Mice and Mouse Alternatives For Low Vision
- Mainstream Technology and Low Vision: Keyboards
What to expect from an accessibility support phone call
Wondering what makes an accessibility support call different than mainstream technical support? Here are some examples of what to expect:
- Accessibility support lines can be accessed via phone call. Some lines also offer additional options such as texting, online instant messaging, and one-way video/two-way audio calls.
- Users are expected to share the current software version of their device and any third-party software they are using (e.g. JAWS or ZoomText)
- Many support lines offer an option for remote assistance, where users can share their screen so the support agent can see what is going on and adjust settings on their behalf. Screen sharing can be discontinued at any time.
- Accessibility support lines can help with troubleshooting, but cannot teach users how to access something or provide lessons, and they also cannot provide product recommendations
One of the most common questions I receive about accessibility support phone numbers is whether someone needs to have a sighted or non-disabled person nearby to help with troubleshooting, since this is something that is often asked when asking mainstream technical support lines. In my experience, accessibility support lines are trained to provide instructions and support that individuals can access on their own with no additional assistance.
Related links
- Mainstream Technology and Low Vision: Smartphones
- Mainstream Technology and Low Vision: Feature Phones/Landline Phones
- Mainstream Technology and Low Vision: Tablets
- Mainstream Technology and Low Vision: Covers and Cases
- Mainstream Technology and Low Vision: Computers
Using Be My Eyes to contact accessibility support
While I do use accessibility support phone numbers and initiate phone calls on my phone, the most frequent way I contact companies for accessibility support is through the Be My Eyes Specialized Help service, which provides one-way video and two-way audio for troubleshooting technology issues. They have a comprehensive service directory for technical support, though I typically contact Apple, Google, and Microsoft the most often. Each company has different hours of operation, so check the Be My Eyes app for the most up-to-date information.
Related links
Five ways I have used accessibility support phone numbers with low vision
As someone with low vision and fluctuating eyesight that requires me to enable different types of assistive technology and accessibility settings frequently, I use accessibility support phone numbers often when troubleshooting unexpected technology behaviors. Five ways I have personally used accessibility support phone numbers with low vision include:
- My Windows computer wouldn’t let me see active windows, and it was like programs would disappear as soon as I opened them. An accessibility support specialist helped fix display settings so that the programs would reappear again using Quick Assist, an official Windows remote assistance app.
- A friend was setting up their new iPad and Zoom was not behaving as expected. By allowing remote access with Apple’s accessibility support, my friend was able to view how their device was fixed in real time and access their iPad independently afterwards.
- I accidentally deleted my entire camera roll when trying to get something to work with TalkBack on my Android phone! Thankfully, Google’s accessibility support got it back for me.
- Another friend’s texting app was flickering and flashing whenever they turned on screen magnification. Talking to the accessibility support line documented this issue and it was solved within a day.
- I had trouble getting a first-party app to recognize a wireless refreshable braille display. In full transparency, this took two hours on the phone with accessibility support, but I was able to get it working after talking to two different support team members.
As a bonus, I have also used accessibility support phone numbers to figure out if something was related to an accessibility issue or not. For example, my iPad suffered from global irreversible software damage and I wasn’t sure if it was connected to an accessibility bug or not. Sadly, nothing could be done (RIP iPad) but this helped me verify that I needed to get a replacement iPad.
Related links
- How I Back Up Mobile Devices With Low Vision
- Customize Accessibility Settings For Specific Apps
- How To Customize Icons For Windows
More resources for accessibility support phone numbers
- If you are looking for general low vision resources or need answers to technology questions, another helpful free resource is the US-based APH Connect Center maintained by American Printinghouse for the Blind. More information can be found on Home – ConnectCenter (aphconnectcenter.org)
- Are you a college student? Disability Services or the Assistive Technology Office may have additional resources for troubleshooting assistive technology or accessibility issues. Learn more in Reporting Accessibility Issues: College O&M
Published August 27, 2019. Updated December 2024