Resolved Help: Unable to initiate FaceTime call from MBA to iPad - contact name is greyed out.

[NewBench]

Not sure what the most appropriate sub-forum is for this.

I have an M1 MacBook Air. A family member has a Wi-Fi only iPad (the latest model).

I've tried to FaceTime this family member using my MBA, however whenever I go to make a new FaceTime call, their contact name is greyed out and I'm unable to call them. I'm aware their name should be blue in order to be able to make the call.

If the family member tries calling me, they can do it fine, no problems, I just can't seem to be able to call them. If I try calling them back from my recent calls list it won't allow me to.

If I got to my contacts, again there is no FaceTime option (the video call button is greyed out), but their correct iCloud account (a hotmail email addresss) is in the contact.

- Both devices are running the latest available versions of MacOS and iPadOS.
- Both devices are signed in to iCloud and have FaceTime enabled
- Neither device is blocked as a contact


What am I missing? Why isn't this working? How come I can't call them but they can call me?

Thanks

EDIT: Now fixed!

 

[ericwn]

Can you run FaceTime with other users successfully? If so, have the other person check their FaceTime settings to see how they can be reached. Best success!

 

[TightLines]

Is that contract you are using listed as an available option for their FaceTime to be reached at? That would be listed under their FaceTime settings.

 

[NewBench]

Is that contract you are using listed as an available option for their FaceTime to be reached at? That would be listed under their FaceTime settings.

Nope it's showing unavailable. I've checked their device, FaceTime is active and the iCloud account email is correct, it just won't let me initiate a FaceTime call with them on my device as the option to call is greyed out and their name isn't highlighted in blue.

 

[NewBench]

Can you run FaceTime with other users successfully? If so, have the other person check their FaceTime settings to see how they can be reached. Best success!

Yes I can run FaceTime from my device with other contacts no problem, and this family member can also FaceTime others including me from their iPad, I just seem to be having trouble initiating a FaceTime call from my device with them specifically 🤔

On their iPad I am showing as contactable (my name is in blue), but on my device their name is showing as red (unavailable) and the video call/FaceTime icon for them is greyed out.

 

[NewBench]

Any suggestions?

 

[BrianBaughn]

You didn't confirm specifically if that specific family member can receive FaceTime calls from users other than yourself.

 

[NewBench]

You didn't confirm specifically if that specific family member can receive FaceTime calls from users other than yourself.

Sorry missed that, no they can't it's the same on another iOS device - name in red and the call/video button greyed out too...

 

[NewBench]

All resolved - had to completely erase and reset their iPad and start from scratch and it suddenly worked.

Thanks to all those who replied.

 

[ericwn]

Nice that you got it to work.. If it was some weird setting going wrong sometimes a reset of the settings of that devices already does the trick - but now you have it solved anyway, great.

 

[BrianBaughn]

All resolved - had to completely erase and reset their iPad and start from scratch and it suddenly worked.

Thanks to all those who replied.

This has been the solution for a lot of issues lately.