I love FaceTime. It’s my go-to app for calling overseas and far-away friends and family. So it really sucks when FaceTime’s not working and experiencing problems.
I need my FaceTime, so fixing it is a Number One priority in my house.
Contents
- 0.1 Using a Different iOS version?
- 0.2 Does FaceTime get stuck at connecting? Can‘t call a legacy iOS device using Facetime?
- 1 FaceTime is Awesome!
- 2 Number One: The Apple Rule of Thumb
- 3 Number Two: Target “ON”
- 4 Number Three: Sounds Off
- 5 Number Four: Use Same Apple ID
- 6 Number Five: FaceTime’s Not Working and Continuously “Connecting”
- 7 Number Six: Check the Time!
- 8 Number Seven: FaceTime’s Not Recognizing Phone Number
- 9 Number 8: Not Receiving Incoming Calls
- 10 That’s a Wrap
Using a Different iOS version?
- For iOS 12 or iOS 13/iPadOS, check this article out
- See this article for problems with iOS 11 FaceTime
- And if you’re still using iOS 9 and below, check out this article to fix your iOS 9 and below FaceTime problems
Does FaceTime get stuck at connecting? Can‘t call a legacy iOS device using Facetime? 
Folks updating to iOS 13.4 or for Macs with macOS Catalina 10.15.4 discovered that their devices could no longer connect to older iOS devices running iOS 9.3.6 and earlier or Mac’s running OS X El Capitan or earlier. Some of our readers tell us this issue is also present when trying to call folks using iOS 10 versions as well. And others found this problem when using a Mac with macOS Catalina 10.15.4 to older iOS versions and OS X versions.
With this issue, Facetime gets stuck at ‘connecting‘ for both inbound and outbound calls.
To fix these issues, update to iOS and iPadOS 13.4.1 or above. For Macs running macOS Catalina, update your macOS to the latest macOS version (Apple released a supplemental update for macOS Catalina 10.15.4.)
Apple says the issue is now fixed in these versions and higher.
FaceTime is Awesome!
Just in case you don’t know…FaceTime is Apple’s amazing video phone calling app. It’s like Skype, but at least for this gal, it’s a heck of a lot better!
FaceTime lets you call any iFolk (people with iDevices or Macs), and you get to talk to each other over the internet for free (the exception being the bill you pay for internet services–so not really and totally free.)
For those wanting more info on how to use and set-up FaceTime, check out Andrew’s article, Using FaceTime: How Easy It Is!
Now that the explanation is outta the way, here are some things to try when FaceTime’s not working like it’s supposed to.
So let’s get to it!
Number One: The Apple Rule of Thumb
Okay, the number one troubleshooting tip that pretty much every site and Apple suggests is to ensure that your operating system’s software is up-to-date. So for Mac users, that’s your Mac OS, and for iDevice users, that’s your iOS.
Just visit the app store and see if an update’s available. If so, go ahead and update your computer or iDevice. Just make sure you backup before performing ANY update.
Once updated, check that FaceTime is working. If FaceTime’s not working, then keep moving down our tip list.
Number Two: Target “ON”
The next tip may seem pretty obvious, but it happens, even to the best and brightest out there. So, when FaceTime’s not working check that your iDevice has FaceTime switched ON.
To verify is super duper easy. For iOS, just head to Settings>FaceTime and check that FaceTime is toggled on (green.)
If not, toggle it on and sign in with your Apple ID and password. Also, check that your phone number and Apple ID is listed underneath “You can be reached by FaceTime at.” If not, add your email addresses.
If you’re trying to use FaceTime over cellular, check that Use Cellular Data is on for FaceTime. Go to Settings > Cellular > Use Cellular Data For and turn on FaceTime.
If you don’t even see the FaceTime app, check that you’ve installed FaceTime by visiting the app store. In case FaceTime isn’t installed, install it.
If you haven’t installed FaceTime, and you don’t see the app check that both Camera and FaceTime aren’t restricted.
Go to Settings>General>Restrictions and toggle FaceTime and Camera ON.
For Mac OS
Open FaceTime and turn FaceTime on or enter your Apple ID and password. That’s it!
Number Three: Sounds Off
So you open FaceTime for a quick chat and don’t hear a thing. That’s not okay…and very problematic for communication with friends and family.
First, check that your iDevice or Mac isn’t set on mute.
For iOS, the easiest way to check this is via Control Center. Look for the bell icon, if it’s highlighted in a color that means mute is ON. Tap it again, so it goes gray. Text on the Control Center screen confirms Mute: Off.
If your iDevice has a side switch, toggle it and listen if you hear anything. If you do, the chances are that your iDevice’s side switch is set to mute. Changing this is easy via Settings>General>Use Side Switch To.
For Mac OS
For Macs, go to System Preferences>Sound and check that mute is not selected for both Output and Input. Another option is to utilize the keyboard shortcut F10, which toggles Mute on and off.
Number Four: Use Same Apple ID
To get the most of out FaceTime, check that all your FaceTime accounts are using the same Apple ID.
For iDevices, tap Settings>FaceTime and verify your Apple ID
For Mac OS
Click FaceTime and go to Preferences. Check your Apple ID.
If any of your devices don’t match, sign out and then sign on again using the same Apple ID for all your iDevices and computers.
Number Five: FaceTime’s Not Working and Continuously “Connecting”
If you are not able to connect to FaceTime or get the message “Connecting” without FaceTime ever opening, you should now try reactivating your account.
For iOS, go to Settings>FaceTime and toggle the switch OFF, wait a few moments, and then toggle it back ON. A message appears “waiting for activation.” Enter your Apple ID and passcode if needed.
If that doesn’t work, try resetting your WiFi network. Go to Settings>General>Reset and select Reset Network Settings. This action resets to factory defaults, so you’ll need to enter your WiFi credentials again.
For Mac OS
Open FaceTime and go to Preferences. Select Turn FaceTime Off. Wait a few moments and turn FaceTime back on.
If it’s still not working, go back to Preferences. Choose Settings and sign out of your Apple ID. Wait a few moments and then sign back in with your Apple ID.
If you still have no luck getting FaceTime working, change your Mac’s DNS settings to Google’s open DNS. Click System Preferences > Network > Select Network (Wi-Fi) > Advanced > the DNS tab > click the + button to add Google DNS, enter 8.8.8.8 and 8.8.4.4. Click OK then Apply.
Alternatively, change your DNS settings to OpenDNS. Follow instructions above and enter 208.67.222.222 and 208.67.220.220 in the DNS tab. Click OK then Apply.
Number Six: Check the Time!
This action is simple but weird. I too experienced this problem, and it took hours to figure out this one easy tip. Check that your Date&Time is “Set Automatically.”
FaceTime (and other Apple apps like iMessage and Messages) often fail to connect when our iDevices’ and computers’ date and time are in error or misaligned.
For iDevices, go to Settings>General>Date & Time. Verify that “Set Automatically” is selected. If not, toggle this ON.
For Mac OS
Go to System Preferences>Date&Time and check the box next to “Set date and time automatically.”
Number Seven: FaceTime’s Not Recognizing Phone Number
Our iOS 10 testers reported this issue. When opening FaceTime (and iMessage) your iPhone knows your email BUT NOT your phone number. There are a few tips that worked for our testers:
- Remove your SIM card, wait a few minutes, and replace
- Log out of all Apple services that require Apple ID and password
- Reboot by holding down the sleep/wake button and home button simultaneously
- Let go only after Apple logo appears
- Log back into FaceTime with Apple ID after reboot
- Log out of all Apple services that require Apple ID and password AND reset your network settings (you lose all WiFi passwords so make sure you know them or have them on-hand)
- To reset network go to Settings>General>Reset>Reset network settings
- Reboot by holding down the sleep/wake button and home button simultaneously
- Let go only after Apple logo appears
- Log back into your network
- Log back into FaceTime with Apple ID after reboot
- Try putting someone else’s SIM card in and see if FaceTime recognizes email and phone number
- If so, you need a new SIM card. Contact your carrier.
Number 8: Not Receiving Incoming Calls
If you missed calls on iDevices, check that “Push” is enabled in your mail settings. Go to Settings>Mail>Accounts and check that “Fetch New Data” is set to Push.
If friends or family tell you that they tried calling, but you didn’t receive the call, check that FaceTime is not blocking your contacts.
Go to Settings>FaceTime>Calls>Call Blocking & Identification. Here you find your list of blocked contact. If someone is on that list that you want to receive calls from, tap and slide left to choose “Unblock.”
That’s a Wrap
Hopefully, one of these tips worked for you, so FaceTime is back in your good graces. If not, one treasure that iOS 10 brings is the ability to delete most of Apple’s native apps.
And FaceTime is one of those deletable apps. So if FaceTime still isn’t up and working AND you don’t want to spend any more time troubleshooting then try this last resort.
Delete FaceTime app from your iDevice. And then reinstall FaceTime from the app store. This final tip just might be the right one for you.
If you decide that you had enough, one interesting iOS 10 tidbits is that after deleting FaceTime you can still start a FaceTime call using Siri or answer a FaceTime call you receive. Who’d guess that one?
For most of her professional life, Amanda Elizabeth (Liz for short) trained all sorts of folks on how to use media as a tool to tell their own unique stories. She knows a thing or two about teaching others and creating how-to guides!
Her clients include Edutopia, Scribe Video Center, Third Path Institute, Bracket, The Philadelphia Museum of Art, and the Big Picture Alliance.
Elizabeth received her Master of Fine Arts degree in media making from Temple University, where she also taught undergrads as an adjunct faculty member in their department of Film and Media Arts.
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FaceTime and Messenger on my iPad (version 10.3.3) have stopped functioning.
I’m told that it’s too old to handle FaceTime.
It did until 4 days ago!
Has anyone come across this problem?
I’ve chatted with Apple Support but they suggested I buy a new one.
I should add that our wifi is perfect (our desktop is working fine and so is our other iPad, version 13.3.1).
I would appreciate comments/views.
Hi JCB,
According to the App Store, the current version of FaceTime supports iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch. So you should be good to go.
There is a bug in iOS 13.4 that caused FT to not work when calling devices using older iOS versions like 9 & 10–the update to iOS and iPadOS 13.4.1 is suppose to fix this issue.
FaceTime on my mac stopped showing my face to other people. I can see them but they can’t see me. My software is up to date and the green light is on.
Recently when using my FaceTime it will not rotate properly my contacts are seeing me on the side. If I rotate my iPad then they are on the side or upside down. Really want to make calls over the holidays
An error occurred during activation.
this is the comment coming while im signing to facetime.
How can I fix this?
Hi Haseeb,
This usually means Apple Servers cannot connect to your device to activate FT. However, there could also be a problem with your Apple ID–unpaid bill, updated address or payment information, and so forth. So, if possible, check all your Apple ID information and make any changes if needed. Also, check your iTunes account and make sure it’s up-to-date with no outstanding debts.
Liz
Assalam-o-Alaikum
Bhai mai iPhone 7 use kr rha hon but is mai facetime nahi hai Bhai beta dai kase facetime kase aye gha please tell
Sohail,
I’m sorry but we don’t understand your comment. Please use google translate or something similar for English US translation. We tried but your language isn’t recognized.
We love to help our non-English speaking iFolks but need things translated to English first.
Cheers,
Liz
I have one contact in my contact list for whom the video camera is not high lighted on my iPhone 7. Therefore we can not facetime. However I can connect on facetime on my old iPhone 4. I transferred my data when I upgraded to the 7, I have confirmed the contact info. Note this is the only contact that I can not facetime on my &
I have an iPhone 7plus with iOS10.3.2. I can use Facetime Video feature but I do not have the option to make Facetime Audio only calls. I have checked every option in my phone but somehow there is no Audio option available. There is no Audio tab either in my Facetime. The video calls are working perfectly fine. Just that I dont have audio call option in my Facetime. Can someone please guide me what the issue is and how to fix it?
Thanks
Hi FT,
That’s not good! Since you’ve checked through your FaceTime Settings and it’s still not working, we recommend removing and then re-installing your FaceTime app. Press and hold the FaceTime icon until you see the “x”–then tap that x. A message appears letting you know that you can still receive FaceTime calls. Move ahead and delete the app. Once deleted, restart your iPhone by pressing the Power and Volume Down buttons together. Release when the Apple logo appears.
Next, open the App Store and type in FaceTime in the search tab. Tap the download cloud button and reinstall FaceTime. Once fully installed, perform another restart by pressing the Power button only and slide to power down. Then, manually power your device up.
Finally, open FaceTime, add your information and see if you now get the audio tab.
If not, let us know.
Best,
SK
So I just added a new contact to my phone & they’re also an iPhone user. I used FaceTime successfully last night & then when I went to FaceTime the new contact, it would say that they’re unavailable. I was told by the that all of their FaceTime functions are working as well… So what could be the problem?
Hey, I recently have teied to contact a friend on my IPod Touch 6th gen through Facetime but when I went to go on it I couldn’t find it. My first idea was to swipe left and search my ipod for it, and I found it but the “open” button was faded so when I tapped it, it directed me to the App Store and it still just had the faded open button. Any idea why this is, or how I can fix it? I also have an Ipod Touch 4th gen and it works fine on that, though 4th gen only goes to IOS 6.1.6.
Hi Zach,
It sounds like you are running iOS 10 on your iPod Touch 6th gen. First, update to the latest iOS via Settings > General > Software Update. If no update is needed, try a hard reset. Hold down both the Home and Power buttons until the Apple Logo appears. Once your iPod fully restarts, check if FaceTime app is there. If not, go to Settings > FaceTime and make sure FaceTime is toggled ON. Now, visit the App Store and see if you can open FaceTime through there.
Next, go to Settings > General > Restrictions and make sure that both FaceTime and Camera are on. If you have Restrictions turned on for your Camera, FaceTime doesn’t work.
And finally, ask Siri to open FaceTime, see if she finds the app.
If nothing works so far, connect your iPod to iTunes via your Mac or PC and see if you can locate the FaceTime with iTunes.
If you still can’t find the FaceTime app, backup your iPod using iTunes or iCloud, then restore your device. After you restore your device, set it up by selecting your region and language and then restore your data using that iTunes or iCloud backup.
Keep us posted,
SK
You need to downgrade your iOS to be non iOS10
I use my older iPad which is using iOS9.
Through a VPN Face Time is working.
Since apple introduced iOS 10, Face Time will not work through a VPN.
Face Time will work though on older versions of iOS.
Does anyone know why Apple have done this?
Hi thank you tried the 8.8.8.8 etc from the above comments and it worked. Thanks a bunch
My load will not receive or send on message or FaceTime. My iPhone is ok. All settings/account info is the same on both units. I have tried rebooting and everything else suggested by others. Can you help?
Hi there, mu number is disable for vedio calling on my friends iphones and enable for audio calling.
Please guide me how to get correct setting so that its shows both options on my friends iphones.
Kashif,
Hello and sorry that you are having trouble with FaceTime. This problem is normally associated with your friends’ iPhones rather than your iPhone. They may have camera restrictions set-up on their iPhones.
Alternatively, have your friends and you try the following:
1. Reset the iPhone from Settings>General>Reset All Settings
2. After restart, reconfigure your WiFi network (WiFi password settings are erased by reset)
3. Once connected to your WiFi go to Settings>Wi-Fi>Your network name. Tap on the blue “i” to open the technical options (IP, DNS, etc.) for your WiFi network
4. Choose DNS and enter the value “8.8.8.8,8.8.4.4” This is Google’s Open DNS
5. Restart your iPhone again and see if FaceTime works now
Keep us posted.
Be well,
Liz
” Choose DNS and enter the value “8.8.8.8 or 8.8.4.4” (without inverted commas)” – It worked fine for me!! Thanks a bunch, Elizabeth!
Please help, ever since i’ve updated my phone to iOS 10, whenever i call or receive a facetime call, it connects but does not show the other person as well as i cannot hear them it’s as if we aren’t even connecting yet it tells that we are connected. it’s just a black screen.
Hi Destiny,
Sorry to learn of your problems with FaceTime. Getting a black or blank screen on FaceTime happens to us all at some point.
I believe your current problem is because the camera is being used on another app while you are FaceTiming. Close all open apps by pressing home twice and swiping up to close. Then restart your iPhone by holding power and swipe off. Finally power back up. Now, try a FaceTime call and see if it works.
If that doesn’t solve your issues, try a hard restart (force restart):
On an iPhone 7 or iPhone 7 Plus: Press and hold both the Sleep/Wake and Volume Down buttons for at least ten seconds, until you see the Apple logo.
On an iPhone 6s and earlier, iPad, or iPod touch: Press and hold both the Sleep/Wake and Home buttons for at least ten seconds, until you see the Apple logo.
Regarding the sound issue, make sure your iPhone’s mics (bottom, rear front, and rear back) aren’t blocked or covered by a case. Also, make sure there isn’t dirt or debris in the mic. If so, Try blowing into the mic area, or very, very carefully using a toothbrush, a tip of a pin or needle, or a gum flosser to remove the dust. Just don’t go too deep, keep a very light touch.
FaceTime will not let me call with my number just my email it shows my number but it isn’t bold like my email
I cant call using facetime
How a install a FaceTime
If you have accidentally deleted the FaceTime app from your iPhone, You can re-install it by going to the App Store.
Facetime video can’t connect after installing ios10. However the audio still works. Tried everything…change settings, time zone, vpn, re-installing IOS. Sny suggestions on how to fix this issue.
Hi Kay,
Sorry to hear about your FaceTime problems with the camera. First, make sure your iPhone is fully charged and is not hot–your phone might need to cool down.
My next thought is to check the camera app itself and force a restart of that camera app. Tap the Home button twice quickly. You’ll see small previews of recently used apps. Find the Camera app and swipe up to close it.
If that doesn’t work, see if you are able to access the camera from your lock screen. Then try FaceTime again.
If you still aren’t successful, some readers report success with resetting twice to get their FaceTime camera back working.
Also try resetting your network settings if you have not tried that Settings>General>Reset>Reset Network Settings
If still stuck, try the following steps: (blue arrow in front of its name), this lands you into technical options (IP, DNS, etc.) for this network
1. Reset your iPhone from Settings>>General, iPhone restarts once you do this
2. Once back on, configure your Wi-Fi network (settings are erased by reset)
3. Once connected to your Wi-Fi go to Settings>>Wi-Fi>>
4. Choose DNS and enter the value “8.8.8.8 or 8.8.4.4” (without inverted commas)
5. That’s it. I would suggest disconnecting and reconnecting to your w-fi network for settings to take effect.
I hope one of these suggestions works for you!
FaceTime does not ring with incoming calls, searched forums to find suggestions that if you go into settings, general, turn off mute and put lock rotation on it will work, which it does , but the rotation is ‘not’….rather annoying! this problem has only became noticeable over the last few months. Any solution?