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iOS: Troubleshooting FaceTime

Symptoms

With FaceTime, you can participate in video calls and audio calls with another FaceTime user over a Wi-Fi network connection or a cellular data connection. This article outlines the system requirements for FaceTime and provides basic troubleshooting steps to resolve FaceTime activation and usage issues.

Resolution

Verify system requirements

If you encounter an issue making or receiving a FaceTime call, verify that you have the following:

  • iPhone 4 or later, iPad 2 or later, iPad mini, or iPod touch (4th generation) or later, with the latest available version of iOS.
    • Apple ID
    • SMS messaging plan (iPhone only when using your telephone number with FaceTime)
  • An active Wi-Fi connection or cellular data connection. Additional account features may be required to use FaceTime over Cellular. Contact your carrier for more details.

FaceTime over cellular data is not available with iPhone 4 or iPad 2.

FaceTime audio calling is not available with iPod touch (4th generation).

Activate FaceTime

You need SMS messaging to activate your iPhone telephone number with FaceTime. Depending on your carrier, you may be charged for this SMS.

You will need an active cellular data or Wi-Fi connection to activate FaceTime with your telephone number or Apple ID.

FaceTime registration validates your Apple ID or phone number for use with FaceTime. If you are unable to activate FaceTime, follow these steps.

Resolve issues with FaceTime calls

If you encounter issues making or receiving FaceTime calls, follow these steps:

  1. Ensure that your iPhone, iPad, or iPod touch is up to date.
  2. Verify that FaceTime is enabled in Settings > FaceTime.
    • If the issue persists or if you see the message "Waiting for Activation", try toggling FaceTime off and then on again. See the Activating FaceTime section of this article for more information.
    • If you don't see the FaceTime setting, ensure that Camera and FaceTime are not disabled in Settings > General > Restrictions.
  3. Verify that the date and time are set correctly:
    • Tap Settings > General > Date & Time and turn on Set Automatically.
  4. Verify that both parties are connected to a Wi-Fi network or a cellular data connection and have an active Internet connection.
  5. FaceTime uses push notifications to send and receive invitations. Verify push functionality using Mail or other applications that use this feature.
  6. Verify that you have the correct phone number or email address.
  7. Restart your device.
  8. If using FaceTime over a Wi-Fi network, proceed to the "Wi-Fi network issues" section in this article.

Find a missing FaceTime app

If you are unable to use FaceTime or locate the FaceTime app, follow these steps:

Note: FaceTime may not be available, or may become unavailable, on devices purchased or used in certain countries, including Saudi Arabia and the United Arab Emirates. Check your device's region of purchase for more information.

  1. In Settings > General > Restrictions, verify FaceTime and Camera are On. Disabling Camera also disables FaceTime.
  2. Update to the latest version of iOS.
  3. Restore your device:
    1. Back up your device to iCloud or iTunes.
    2. Tap Settings > General > Reset > Erase All Content and Settings.
      Note: This will erase all user data from your device.
    3. When complete, configure your device by selecting your region and language and then restore your data using the iCloud or iTunes backup.
      Note: When setting up and restoring a backup from iTunes, ensure that your computer's language, country, and date and time are set correctly.
    4. If you still cannot locate the FaceTime app, verify that Settings > FaceTime is present. If Settings > FaceTime is present, try using the Spotlight Search to locate the FaceTime app.

More information about using FaceTime and resolving issues

Learn how to use FaceTime.

Find information on resolving issues with FaceTime for Mac.

Wi-Fi network issues

FaceTime and voice calls

  • When you switch from a voice call to a FaceTime call, the voice call ends. You cannot switch from a FaceTime call to a voice call.
  • FaceTime does not support call forwarding. If you forward your phone number to another phone, iPhone will continue to receive FaceTime calls.

FaceTime and audio calls

  • When you switch from an audio FaceTime call to a video FaceTime call, the audio FaceTime call ends. You cannot switch from a FaceTime video call to a FaceTime audio call.
  • FaceTime does not support call forwarding. If you forward your phone number to another phone, iPhone will continue to receive FaceTime calls.
  • FaceTime audio calling may not available with devices purchased or used in China.

FaceTime over Cellular

Last Modified: Mar 18, 2014
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  • Last Modified: Mar 18, 2014
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