If you can't make a FaceTime call on your iPhone, iPad or iPod touch

You need a mobile data or Wi-Fi connection to use FaceTime on your iPhone, iPad or iPod touch. Over Wi-Fi, FaceTime requires a broadband connection.

You might have issues using FaceTime for one of these reasons:

  • FaceTime and FaceTime audio calling might not be available for all countries, regions or operators. 
  • FaceTime isn't available or might not appear on devices purchased in Saudi Arabia, Pakistan, and United Arab Emirates, including Dubai.However, with iOS 11.3 or later, FaceTime is available on iPhone, iPad and iPod touch in Saudi Arabia. And with iOS 12.4 or later, FaceTime is available on iPhone, iPad and iPod touch in Pakistan. Update your device to get FaceTime in Saudi Arabia and Pakistan. 
  • Call forwarding isn't available with FaceTime.
  • You try to switch from a FaceTime call to a phone call or a FaceTime audio call. To do this, end the current call and then make a new call.
  • Make sure there isn't a FaceTime outage.

If you can't make or receive FaceTime calls

If none of the above reasons apply to you and you still can't make or receive FaceTime calls, follow these steps:

  1. Make sure that your device has a Wi-Fi connection to the Internet or a mobile data connection.
    Learn more if you're using router, firewall or security software that restricts Internet access. 
  2. If you're trying to use FaceTime over mobile data, make sure that Use Mobile Data is on for FaceTime. Go to Settings and tap Cellular or tap Mobile Data, then turn on FaceTime. If you're using an iPad, you might see Settings > Cellular Data.
  3. Go to Settings > FaceTime and make sure that FaceTime is on. 
    • If you see 'Waiting for Activation', turn FaceTime off and then on again. Learn what to do if you can't activate FaceTime.
    • If you don't see the FaceTime setting, make sure that Camera and FaceTime aren't off in Settings > Screen Time > Content & Privacy Restrictions > Allowed Apps.
    • Make sure that you have the correct phone number or email address listed. 
  4. Go to Settings > General > Date & Time and turn on Set Automatically.
  5. Restart your device.
  6. Update your device to the latest version of iOS.

If you have connection or sound quality issues with FaceTime

If your mobile data connection or Wi-Fi network are running slow, or other users are streaming audio or video on the same Wi-Fi network, you might have these issues:

  • Connection alerts or unable to connect
  • Choppy video calls
  • Black screen
  • Dropped calls

Make sure that both you and the person that you're calling are using a fast Wi-Fi or mobile data connection. If you’re using Wi-Fi, FaceTime requires a broadband connection.

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