iOS: Troubleshooting FaceTime
iPad (3rd generation), iPad (4th generation), iPad 2, iPad mini, iPhone 4, iPhone 4S, iPhone 5 (GSM, CDMA), iPod touch (4th generation), iPod touch (5th generation)
With FaceTime, you can participate in video 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.
For information on using FaceTime, see this article.
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, or iPod touch (4th generation) or later, with the latest available version of iOS.
- Apple ID
- SMS messaging plan* (iPhone only)
Note: FaceTime may not be available on devices purchased or used in certain countries, including Saudi Arabia and the United Arab Emirates.
- 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.
* SMS messaging is required to activate FaceTime for use with your phone number. Depending on your carrier, you may be charged for this SMS.
FaceTime registration validates your Apple ID or phone number for use with FaceTime. If you are unable to activate FaceTime, follow this article.
You can make a FaceTime call from Contacts or by tapping the FaceTime icon while on a voice call. On iPad 2 or later and iPod touch (4th generation) or later, you can make calls using the FaceTime app.
If you encounter issues making or receiving FaceTime calls, try the following:
- 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.
- If you don't see the FaceTime setting, ensure that Camera and FaceTime are not disabled in Settings > General > Restrictions.
- Verify that the date and time are set correctly:
- Tap Settings > General > Date & Time.
- Toggle Set Automatically on.
- Verify that both parties are connected to a Wi-Fi network or a cellular data connection and have an active Internet connection.
- FaceTime uses push notifications to send and receive invitations. Verify push functionality using Mail or other applications that use this feature.
- Restart the device.
Missing FaceTime app
If you are unable to use FaceTime or locate the FaceTime app on your iPad 2 or later or iPod touch (4th generation) or later, try the following:
- If FaceTime is not available in Settings: Note that FaceTime may not be available on devices purchased or used in certain countries, including Saudi Arabia and the United Arab Emirates.
- In Settings > General > Restrictions, verify FaceTime and Camera are On. Disabling Camera also disables FaceTime.
- Update to the latest version of iOS.
- Restore your device:
- Back up your device to iCloud or iTunes.
- Tap Settings > General > Reset > Erase All Content and Settings.
Note: This will erase all user data from your device.
- 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.
- If you still cannot locate the FaceTime app, try turning it on at Settings > FaceTime.
Find information on troubleshooting FaceTime for Mac.
Learn more about using and troubleshooting FaceTime by selecting a topic below:
Wi-Fi network issues
- If you encounter issues using a Wi-Fi network, use standard Wi-Fi network troubleshooting to resolve interference and other issues.
- If you are using router, firewall, or security software that restricts Internet access, verify that the ports documented in Using FaceTime behind a Firewall are open.
- FaceTime requires a broadband connection. Performance may vary according to network throughput and usage.
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 over Cellular
- Find out if your device supports FaceTime over cellular.
- Find out if your carrier supports FaceTime over cellular.
- To enable FaceTime over Cellular: Tap Settings > FaceTime and scroll to the bottom, then turn Use Cellular Data on.
- If you enable changes to your account, you may need to restart your device for the account change to be picked up.