FaceTime lets you make free video or audio calls from iPhone, iPad, or Mac iDevices over Wi-Fi or cellular data to peers. The app allows you to add up to 32 people on a call. However, like any other app, FaceTime may act up when you urgently need to join an important meeting or call. There can be various issues with FaceTime like call fails, connection errors, and at times the app won’t show up at all. Here is a troubleshooting guide about resolving issues with FaceTime on iPhone, Mac, or iPad.

Before moving to specific issues, try to follow some basic norms.

#1.a Confirm If Facetime Works In Your Country

Although FaceTime can be hosted on any network, it isn’t available in every country. It may not be available on devices purchased in Saudi Arabia (or only oniOS 11.3 or later), Pakistan (iOS 12.4 or later), and the United Arab Emirates, including Dubai

Solution: If you want to use FaceTime where it’s not available, you can surpass the limitations by using a VPN on your iPhone.

#1.b Devices and iOs supporting FaceTime

  • FaceTime can only run on iOS 12.1.4 or later versions
  • iPhone 6S or newer
  • iPod touch (7th generation
  • iPad Pro, iPad Air 2, iPad mini 4, iPad (5th generation), or newer
  • Mac running devices on macOS Mojave 10.14.3 or later


  • There should be at least one active Internet connection– WiFi or 4G / LTE
  • Call Forwarding Isn’t Available With Facetime

#1.c Is Facetime Down?

It is important to check if FaceTime is down for a larger section of people and it’s not just you alone. The best go-to resource is to check on Apple’s own Systems Status Check webpage to get an update on FaceTime such as maintenance work, localized issues, and whether other services such as iMessage, App Store are also down. Often more than one of these services goes down at the same time.

You can double-check on Down Detector as it provides more reliable and up to date information about Apple services down in the form of reports and graphs on areas affected.


#2. Troubleshoot Your Internet Connection 

FaceTime connects via internet so you can check your network speed. 

If You Want To Use Cellular Data – Go to Settings >> Cellular>> Slide to enable FaceTime to use cellular data.

If you are using Wi-Fi –

  • Turn off Wi-Fi, then restart the router
  • Reset your router by pressing it for 10 seconds and release it to reset all settings and reboot 
  • Reset network settings from Settings >> General >> Reset >> Reset Network Settings
  • Update the Wi-Fi router’s firmware 
  • Toggle FaceTime OFF and then ON 

#3. FaceTime Issues Due to Wi-Fi Firewall

Networks use firewalls for security which may in turn block the internet traffic, thereby causing FaceTime to keep failing. 

If you’re on a network that’s behind a firewall, you might need to enable certain ports.

If you do not want to disable your firewall, then you should enable these ports:

80 (TCP)443 (TCP)3478 through 3497 (UDP)5223 (TCP)16384 through 16387 (UDP)16393 through 16402 (UDP)80 (TCP)443 (TCP)5223 (TCP)
  • Check how to unblock or exclude these ports in your specific firewall. 
  • Your NAT configuration meant to modify network address information may use additional ports. Contact your network administrator for any further help on port forwarding.

#4. Set DNS to Google’s Public DNS

  • Go to Settings>> Wi-Fi>> Tap on the blue arrow to see settings like IP Address, Subnet Mask, etc. 
  • In the DNS field>> Set the DNS as which is the public DNS of Google>> Save Settings>> Exit

#5. Put the Right Contact Details in FaceTime

On an iPhone –  Go to Settings > FaceTime > You Can Be Reached By FaceTime At. Ask the person you are trying to call to do the same check. 

On Mac – Open FaceTime app>> Go to FaceTime >> Preferences>> Check the contact details

#6. Limit the Number of People in Your Group Facetime Chat

You can start a group chat by including a maximum of 32 people in FaceTime chat, but the more people you have in a chat, the difficult it is to know who is causing FaceTime problems. Try to engage in a one-to-one chat, then keep adding more people and find out where the problem starts. 

#7. FaceTime Unavailable For a Specific Person

If the problem is with connecting to a single person, then there must be a problem with their individual devices or internet connection. It may be possible that the person is not available to take calls. There can be other reasons:

  • The person you are calling doesn’t have FaceTime enabled on their device
  • They have enabled Do Not Disturb option 
  • Issue with their WiFi or Cellular Data
  • Person is on another FaceTime call

#8. Can‘T Call a Legacy iOS Devices?

Those who’ve updated to iOS 13.4 often report that they could no longer connect to older iOS devices and it gets stuck at ‘connecting‘ while making a call. iDevices running iOS 9.3.6 (or even iOS 10) and earlier versions or Macbook running on OS X El Capitan/earlier versions/macOS Catalina 10.15.4 is prone to this issue. 

Ask your buddies to update to iOS 12.1.4 and preferably 13.4.1 or above. For Macs running on macOS Catalina, use Apple’s supplemental update for macOS Catalina 10.15.4.

#9. Restart Your iPhone, iPad, or Mac

Close all your apps first and then restart your device to start afresh. 

Update the Software on Your Device

People trying to be on a group call should all have the updated operating system in your iPhone, iPad, or Mac 

On an iPhone or iPad – Go to Settings > General > Software Update

On a Mac – Go to System Preferences > Software Update

#10. Set the Date and Time Automatically

Set the date and time update to automatic as this is recommended. 

On an iPhone or iPad – Go to Settings >> General >> Date & Time>> Turn on Set Automatically 

On a Mac – Go to System Preferences >> Date & Time>> Check the box “Set date and time automatically” >> Then select your time zone

#11. Disable and Enable Facetime 

On an iPhone or iPad – Go to Settings >> FaceTim>>  Turn Off FaceTime & then turn it back On.

On a Mac – Open FaceTime>> Go to Preferences>> Uncheck & Check the box “Enable this account”

#12. Sign-out & Sign-in again from FaceTime

Sign Out of FaceTime and sign-in again with the correct Apple ID username and password.

On an iPhone or iPad – Go to Settings >> FaceTime>> Tap on the Apple ID>> Choose Sign Out>> Then Choose Use your Apple ID for FaceTime to sign back in with the Apple ID details.

On a Mac – Open FaceTime>> Preferences>> Sign Out>> Open FaceTime again form the FaceTime window and put your Apple ID details to sign-in again.

#13. Unable to See or Hear someone on FaceTime

Test your camera or microphones by recording a short video from the front-facing camera. Playback the video to check if there’s any problems with the audio or video you’ve recorded. 

Also, ensure that you haven’t disabled your camera or microphone for FaceTime calls.

#14. Facetime App Is Completely Missing or Not Available In Settings

Disable FaceTime content restrictions from your iPhone, iPad, or Mac if it is on. 

On iPhone or iPad – Go to Settings >> Screen Time >> Content & Privacy Restrictions>> Allowed Apps>> Ensure that the Camera and FaceTime are both turned on.  

On Mac – Go to System Preferences >> Screen Time>> Content & Privacy>> Go to Apps>> Ensure that the boxes next to Camera and FaceTime are ticked. 

#15. Reset All Settings

This is the last resort as it tends to delete data like passwords saved, even messages, and other important info. Before attempting this solution, do take a back up of your data before and follow these steps:

  • Go to Settings>> General>> Reset>> Reset All Settings

Once done, your phone will be reset and restart. After attempting this, the problem should get resolved. That brings us to the conclusion of this guide on FaceTime, not working issues. We hope that you found the solution to your problem in the above troubleshooting steps described above. Do let us know which solution helped you resolve your issue. In case you have any other problem with your FaceTime, do let us know and we shall come up with their related solutions as well. 

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