Tech Q&A: Facetime call problems

Karen has been trying to call one of her friends using Facetime, but for some reason she’s not receiving her calls, despite both of them having used Facetime before. So what’s going wrong?

Q. Hello YourLifeChoices, I’ve been having some technology trouble and I was hoping you could help. My friend and I have been trying to connect on Facetime while she is away on holidays. We have both used Facetime before with other contacts and had no problems and we can SMS and call each other without any issues. However, when I try to call her using Facetime, the calls do not go through and we cannot figure out why. Could you help with this? Thanks, Karen.

A. Hi Karen, sorry to hear you’ve been having trouble contacting your friend on Facetime. There are a few reasons this problem could be happening.

The first possible reason is that at some point one of you may have blocked the other on Facetime. Hopefully this isn’t the reason for your problem, but it is a possibility. So just to be sure, open up Settings > Facetime > Blocked. If your friend’s phone number is on this list, you may have accidentally (or intentionally) blocked them.

If this wasn’t the cause, check whether your device is up to date by tapping Settings > General > Software Update. If there is an update available, download and install it. If you and your friend are using different versions of iOS (the software on your iPhone or iPad), this may be the cause of your problems.

If you’re still having problems, open up Settings > Facetime and check which options are ticked in the ‘You Can Be Reached By Facetime At’ section. If either phone number or email address were not checked, it’s possible that you’ve been trying to reach each other using an option on which you weren’t available.

We hope one of these solutions work for you.

If you have any technology questions, send them to and we’ll help you to answer them.

Related articles:
Facetime: how to make free video calls on Apple devices
Free talk and text with WhatsApp

Written by YourLifeChoices Writers

YourLifeChoices' team of writers specialise in content that helps Australian over-50s make better decisions about wealth, health, travel and life. It's all in the name. For 22 years, we've been helping older Australians live their best lives.

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