If you can’t make or receive a FaceTime call on your iPhone or iPad

You need a mobile or Wi-Fi connection to use FaceTime on your iPhone or iPad. Otherwise, you may be experiencing issues due to one of these reasons.

Check whether a FaceTime feature is available

• FaceTime and FaceTime audio calling may not be available for all countries, regions or network providers.

• Call forwarding isn’t available with FaceTime.

• A FaceTime call can’t be switched into a phone call or a FaceTime audio call. To do this, end the current call and then start a new call.

• Make sure there isn’t a FaceTime outage.

Update your FaceTime settings after you’ve set up a new device

If you experience issues with receiving a FaceTime call after finishing the setup process, update your device using the following steps:

1. Update your device to the latest version of iOS or iPadOS if needed.

2. In the Settings app, tap Mobile Data. Make sure your phone line is turned on. If you use multiple SIMs, make sure the phone number you want to use is selected and turned on.

3. In the Settings app, tap FaceTime. Turn FaceTime off and then back on.

4. Tap the phone number you want to use with FaceTime.

If you experience issues with Messages after you’ve set up a new device

Use a fast connection to avoid sound quality issues with FaceTime

If your mobile connection or Wi-Fi network runs slowly, or other users are streaming audio or video on the same Wi-Fi network, you may experience these issues:

• Connection alerts or unable to connect

• Choppy video calls

• Black screen

• Dropped calls

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

If you still need help

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 your device has a Wi-Fi connection to the internet or a mobile data connection.

   • Find out more if you’re using router, firewall or security software that restricts internet access.

2. If you’re trying to use FaceTime over Mobile, make sure Use Mobile Data (or Use Cellular Data) is turned on for FaceTime. Go to Settings and tap Mobile Data (or Cellular), then turn on FaceTime. If you’re using an iPad, you may see Settings > Mobile Data.

3. Go to Settings > FaceTime and make sure FaceTime is turned on.

   • If you see “Waiting for Activation”, turn FaceTime off and then on again. Find out what to do if you can’t activate FaceTime.

   • If you can’t see the FaceTime setting, make sure Camera and FaceTime aren’t turned off in Settings > Screen Time > Content & Privacy Restrictions > Allowed Apps.

   • Make sure 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 or iPadOS.