My call will not connect

If a voice or FaceTime call will not start, drops, or stays silent, work through this list.

  1. Check status.soul.app to see if there is an incident.
  2. Confirm you are on iOS 16 or later.
  3. Open Settings > Soul and allow Microphone. For FaceTime, allow Camera too.
  4. Check your network. Switch between Wi-Fi and cellular. Disable any VPN and try again.
  5. Close Soul from the app switcher, then reopen it.
  6. Restart your iPhone.
  7. Update Soul from the App Store, and update iOS if a software update is waiting.

Still stuck

Email support@soul.app with:

  • iPhone model and iOS version
  • Whether it is voice, FaceTime, or both
  • What you see (spinning, silent, error message)
  • Approximate time it happened

We will take it from there.

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