FaceTime not working? Here’s how to fix it.
Beep, beep, beep, beep—you know that sound. It’s a FaceTime call, one of the easiest ways to stay in touch with family members, friends, and colleagues from a distance. But as convenient as FaceTime can be, the video calling feature doesn’t always work like it should. In fact, sometimes it doesn’t work at all.
Fortunately, our Asurion Experts come across issues like this every day, from iPhone apps that drain your battery to those that crash your phone. But when tech breaks, we fix it. Is your FaceTime not working properly? Check out our tips for fixing the app on your iPhone, iPad, or other Apple device, so you can always talk to people face-to-face—no matter where they are.
The basics: How FaceTime works
FaceTime only works when you have a Wi-Fi, cellular data, or broadband Internet connection, and if you’re using a device that supports the app. Those include iOS devices, iPadOS devices, and Macs running OS X Lion 10.7 or later. Models older than the iPhone 4, fourth generation iPod touch, and iPad 2 won’t be able to use FaceTime.
As long as you have a compatible device, it’s easy to make and receive FaceTime video and audio calls. Just be sure you sign in to your Apple ID and/or add your phone number (iPhones do this automatically). Then, follow the steps below to start a chat:
FaceTime on iPhone, iPad, and iPod touch
Open Settings > FaceTime > Use your Apple ID for FaceTime.
Sign in with your Apple ID.
Return to the Home screen, then open FaceTime.
Tap the plus button and type someone’s phone number, email address, or name if the person is listed as one of your Contacts.
Tap the number, address, or name again, then tap Audio or Video to make a call.
FaceTime on Mac
Make sure your Mac has a built-in or connected microphone and camera.
Open FaceTime, then type someone’s phone number, email address, or name if the person is listed in your Contacts.
Click the Audio or Video button to make a call.
FaceTime on the web
Know someone with an Android phone, tablet, or Windowsô PC? FaceTime Links lets you invite anyone to chat over FaceTime, no matter the make or model of their device. Just send them a meeting link, and the call will open in their web browser so they can join. The feature becomes available with the Apple iOS 15 software update.
Why is FaceTime not working?
Although you can use the FaceTime app on multiple devices, certain issues are bound to occur, like unavailable calls, poor connection or sound quality, or a frozen screen. Here are a few of the most common problems and how to fix them, according to our experts:
Problem 1: FaceTime is unavailable
Seeing the message, “FaceTime unavailable” when you try to make a call? This isn’t always due to an error on your device; the recipient may be to blame. If they aren’t signed in to FaceTime on their phone, iPad, Mac, or iPod touch, they won’t see your call attempt. FaceTime may also show up unavailable for these reasons:
The recipient’s phone is turned off or set to Do Not Disturb.
The recipient is on a FaceTime call or failed to answer your call after several rings.
The recipient doesn’t have the app enabled on their device.
The recipient is not connected to Wi-Fi or cellular data, or their area is not supported.
The recipient’s contact information is incorrect, includes a call-forwarded number
or is blocked (or they’ve blocked you).
Open FaceTime on your device and try another contact, phone number or email address. If every attempt appears unavailable and FaceTime still isn’t working, the issue may be on your end. Fix it with these steps:
1. Restart your device. Turning it off and back on again can fix more problems than you think.
2. Make sure your device is up to date with the latest software. Not only does this help solve bugs and security flaws in your operating system, it may add new features and improve your device’s performance. Updating is easy to do:
iPhone, iPad, or iPod touch
Open Settings > General > Software Update.
If an update is available, tap Install Now.
Mac
Open System Preferences > Software Update.
If an update is available, select Update Now.
3. Check that your settings are correct. This includes your FaceTime settings and those for Date & Time. If your device isn’t synced with the FaceTime servers, the app won’t work. Here’s how to adjust as needed:
How to change your FaceTime settings
iPhone and iPad
Open Settings > FaceTime and make sure FaceTime is turned on. You should also ensure your contact information (phone number and/or email address) under sections, “You Can Be Reached by FaceTime At” and “Caller ID” are correct.
Mac
Open FaceTime, then click FaceTime > Preferences in the menu bar at the top.
Under Settings, make sure your contact information is correct, then check the boxes next to the email addresses and/or phone numbers “You Can Be Reached by FaceTime At”.
How to change your Date & Time settings
iPhone and iPad
Open Settings > General > Date & Time.
Tap Set Automatically. If you can’t change it, return to Settings, then tap Privacy.
Tap Location Services > System Services, then turn on Setting Time Zone.
Mac
Open System Preferences > Date & Time, then select “Set date and time automatically”.
To make sure your time zone is correct, click Time Zone.
4. Test your Wi-Fi, broadband, or cellular data connection. FaceTime works best over Wi-Fi, but you can use it just as easily with 4G data on your iPhone or iPad. Either way, make sure at least one is turned on. It’s simple:
iPhone, iPad, iPod touch
Open Settings > Wi-Fi, then check to see if Wi-Fi is turned on and you’re connected to a Wi-Fi network.
iPhone and iPad
Open Settings > Cellular > Cellular data to make it’s turned on and displaying a good signal. You should also make sure FaceTime is toggled on in the list of apps allowed to use cellular data.
Mac
Open System Preferences > Network, then check to see if Wi-Fi is turned on and you’re connected to a Wi-Fi network.
5. Turn off Screen Time and disable content restrictions. This feature may be blocking you from using your device’s Camera and FaceTime app. Make sure they aren’t restricted in your Settings:
iPhone, iPad, iPod touch
Open Settings > Screen Time > Content & Privacy Restrictions.
Tap Allowed Apps, then enter your Screen Time passcode if prompted.
Tap the button next to FaceTime and Camera to allow access.
Mac
Open System Preferences > Screen Time, then select Content & Privacy in the sidebar.
Click the Apps tab and check the boxes for Camera and FaceTime.
Enter your Screen Time passcode if prompted.
Your Mac may also have a firewall or security software in place that could be interfering with FaceTime, especially if it’s made by a third-party manufacturer. For help disabling your firewalls and opening ports, take your Mac to your closest uBreakiFixÆ by Asurion store.
Problem 2: FaceTime is not connecting
Waiting on FaceTime to connect can be frustrating, especially when you don’t know what’s causing the issue or how to fix it. But don’t worry—whether it’s the age of your device, your signal strength, software, or the fifth member of your Group FaceTime call, our Asurion Experts have a few ways to get past the everlasting “connecting” screen and start a chat. Here’s how to fix FaceTime when it won’t connect:
1. Check Apple servers. When your FaceTime call won’t go through, you may not be the only one. Apple may be experiencing service outages or technical issues causing connection problems with the app. Check out its System Status page online to make sure.
2. Sign out of FaceTime, then sign back in. If it’s been a while since you signed in to your Apple ID on your device, re-entering your information may help move things along. Here’s how:
iPhone, iPad, iPod touch
Open Settings > FaceTime, then tap the email address next to Apple ID.
When the popup appears, tap Sign Out.
Sign out entirely, then restart your device. To sign back in, open Settings > FaceTime > Use your Apple ID for FaceTime. Then, be sure that you’re connected to Wi-Fi or cellular data, and your software is up to date.
Mac
Open FaceTime, then click FaceTime > Preferences in the menu bar at the top.
Click Sign Out, then click Sign Out again to confirm.
Restart your Mac, then open FaceTime and enter your Apple ID to sign back in.
3. Limit the number of people on Group FaceTime. While the feature lets you chat with up to 32 people on a single call, if your device is older or running old software, it can have a hard time keeping up. Try a one-on-one conversation first, then slowly add members to your Group FaceTime. That way, you can figure out what number works best and where the issues begin.
How to fix a poor connection on FaceTime
Tried everything and still having problems connecting to FaceTime? It could be your Wi-Fi or cellular network. If they’re running slow, or other people are using the same Wi-Fi to stream video or audio on their devices, you may not be able to make or receive FaceTime calls. So troubleshoot the app with this trick: Reset your network settings. It will clear your Wi-Fi passwords and saved networks, but it won’t erase any other data.
iPhone, iPad, iPod touch
Open Settings > General > Reset.
Tap Reset Network Settings. You may have to enter your passcode to confirm the reset.
Tap Reset Network Settings again.
Mac
Open System Preferences > Network, then click your Wi-Fi network in the list.
Click the minus sign to remove the network, then click Apply.
Click the plus sign and select Wi-Fi in the Interface dropdown.
Add your Service Name, click Create and re-enter your Wi-Fi information.
Problem 3: FaceTime is lagging or frozen
We’ve all experienced a FaceTime call where we’ve had choppy video, sounded like a robot, or all you can see is a blank screen (yikes!). But when your FaceTime app malfunctions like this, it’s usually because you have too many apps or programs running at the same time. Stop freezing up on camera—here’s how to fix FaceTime lag, according to our experts:
1. Close all open apps and programs, especially ones that can access the Camera. Once you get rid of your extra windows and tabs on your device, open FaceTime. It should run more smoothly.
2. Restart your device. Once it turns back on, check your Camera app to make sure your video and audio are working, then re-launch FaceTime.
3. Delete and re-install FaceTime. If it’s still not working after you shut down other programs or restart, try deleting it from your device and downloading it from the App Store. The process is simple:
iPhone, iPad, iPod touch
Tap and hold the FaceTime app, then tap Remove App.
Tap Delete App > Delete to confirm.
Open App Store, then search “FaceTime”.
Tap Get > Install to re-install the app.
Mac
Open Finder, then click Applications in the sidebar.
Click FaceTime, then drag it from the Applications folder to the Trash at the end of the Dock.
Return to Applications, then click App Store and search for “FaceTime”.
Click Get > Install to re-install the app.
4. Restore your device to its factory settings. Still no luck? If your FaceTime app is still giving you trouble, a factory reset may be your only option. But be sure to back up your device beforehand because this type of reset will delete any data you haven’t saved.
iPhone, iPad, iPod touch
Open Settings > General > Reset
Tap Erase all content and settings > Erase all content and settings.
Trying to factory reset your Mac? Check out this step-by-step guide.