Missing Video Captions: ADA Requirements
TL;DR
Video captions display spoken words as text, making videos accessible to deaf and hard-of-hearing users. All videos with audio must have captions under WCAG 2.1 Level AA.
What This Violation Means
Video captions (also called closed captions or subtitles) are synchronized text displayed on videos showing spoken dialogue, sound effects, speaker identification, and other audio information. They're essential for the 48 million Americans who are deaf or hard of hearing, people in noisy environments, non-native speakers, and anyone who prefers reading along with audio. Unlike subtitles (which typically only show dialogue), captions include all relevant audio information.
Why Demand Letters Cite This Violation
- Videos have become increasingly common on business websites for marketing, product demos, and testimonials
- Captions are objectively present or absent - there's no gray area
- Clearly prevents deaf users from accessing content
- WCAG 2.1 Level AA explicitly requires captions (Success Criterion 1.2.2)
- Easy to demonstrate in legal proceedings (show judge a video without captions)
- Affects approximately 15% of American adults who report some trouble hearing
Real-World Example from Actual Demand Letters
A typical demand letter states: "The website contains multiple video files without closed captions or transcripts, preventing deaf and hard-of-hearing users from accessing the information presented in the videos. Specifically, the product demonstration video on the homepage and customer testimonial videos on the About page lack captions, violating WCAG Success Criterion 1.2.2 (Captions - Prerecorded). This exclusion prevents a significant portion of potential customers from understanding the company's products and services."
What the Law Says
- Captions are provided for all prerecorded audio content in synchronized media (videos)
- Exception: when the media is clearly labeled as a media alternative for text and is itself an alternative
Caption requirements:
- Must be synchronized with audio
- Must be equivalent (capture all dialogue and relevant sound effects)
- Must identify speakers when not clear from context
- Must include "[music]", "[applause]", and other relevant non-speech sounds
Note: Live captions (for live video streams) are required at Level AAA but not Level AA.
Code Examples: Incorrect vs. Correct
❌ Incorrect Implementation
YouTube video embedded without captions enabled
Self-hosted marketing video with no caption file
Product demo video with captions in English only (when serving Spanish-speaking customers)
Testimonial video with auto-generated captions that were never reviewed for accuracy✓ Correct Implementation
YouTube video with accurate, manually-reviewed closed captions
Self-hosted video with WebVTT (.vtt) caption file properly implemented
Video player with captions in multiple languages
Transcript provided below video as text alternativeHow to Fix This Violation
DIY Approach
- Use YouTube's auto-caption feature in YouTube Studio
- IMPORTANT: Auto-captions are often inaccurate - you must manually review and correct them
- Edit timing if captions appear too early or late
- Add speaker identification and sound effects
2. For self-hosted videos:
- Create a transcript of the audio (use Rev.com, Otter.ai, or Descript)
- Convert transcript to WebVTT (.vtt) caption file with timestamps
- Add caption file using HTML5
Professional Remediation
We handle complete caption creation and implementation: - Professional transcription of all audio content - Timing captions to match speech patterns (not just automatic timestamps) - Adding speaker identification when multiple people are speaking - Including relevant sound effects and music descriptions - Formatting for optimal readability - Creating caption files in multiple formats (.vtt, .srt) - Implementing captions in your video player with proper controls - Quality assurance testing across browsers and devices - For multiple languages, coordinating translation and timing We've captioned hundreds of hours of video content for enterprise clients.
Cost to Fix
DIY Approach
$1-3 per minute of video for transcription services (Rev.com, Otter.ai) + your time for implementation and review (budget 2x the video length for review time)
Professional Fix
$150-$300 per video including professional transcription, timing, formatting, implementation, and verification (based on 2-5 minute videos) - typically added to Basic Fixes ($750-$1,200) or Standard Remediation ($2,500-$5,000) packages
Full Remediation
Video captioning added to remediation packages based on number and length of videos - total package ranges from $750-$12,000 depending on scope
Our Experience Fixing This Violation
Video accessibility is an area where quality matters significantly. We've captioned product demonstration videos, CEO messages, customer testimonials, training videos, and webinar recordings for enterprise clients. The challenge isn't just transcribing the words - it's timing captions for natural reading, identifying speakers when multiple people are talking, and capturing sound effects that provide context. For one attorney's website, we captioned 15 client testimonial videos, ensuring speaker names were identified and legal terminology was spelled correctly. For an e-commerce client, we implemented a caption workflow that integrates with their content management system, allowing marketing teams to upload videos with captions easily. Auto-generated captions are a starting point, but they typically have 10-30% error rates that must be corrected manually.
Related Accessibility Violations
Legal Disclaimer
This guide provides technical information about website accessibility violations based on our experience remediating WCAG issues. It is not legal advice and should not be relied upon as such. If you have received an ADA demand letter or are facing legal action, consult with an attorney who specializes in ADA defense. Laws regarding digital accessibility vary by jurisdiction and are subject to change. While we provide accurate technical guidance, we make no guarantees about legal compliance or outcomes.
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Written by Houston Web Compliance
Our team has over 10 years of hands-on experience fixing website accessibility violations for enterprise e-commerce sites, complex web applications, attorney websites, and businesses nationwide. We've remediated WCAG violations on platforms including React, WordPress, Drupal, HubSpot, and custom applications.
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