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

You need a cellular or Wi-Fi connection to use FaceTime on your iPhone or iPad. Otherwise, you might have issues for one of these reasons.

Check whether a FaceTime feature is available

• FaceTime and FaceTime audio calling might not be available for all countries, regions, or carriers.

• 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 make a new call.

• Make sure that there isn't a FaceTime outage.

Update your FaceTime settings after you set up a new device

If you experience issues with receiving a FaceTime call after set up, update your device with the following steps:

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

2. In the Settings app, tap Cellular. Make sure that your phone line turned on. If you use multiple SIMs, make sure that 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 that you want to use with FaceTime.

If you have issues with Messages after you set up a new device, you can also update your Messages settings.

Use a fast connection to avoid sound quality issues with FaceTime

If your cellular connection or Wi-Fi network runs slowly, or other people stream 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 call use a fast Wi-Fi or cellular connection. If you use 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 that your device has a Wi-Fi connection to the internet or a cellular-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 cellular, make sure that Use Cellular 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 > Apps > 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 & Features.

   • 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 or iPadOS.