iPhone 11 Dial Pad not working during phone calls

Just fixed mine. Settings, Phone, Incoming Calls should be on Full Screen not Banner. Somehow in one of the last updates it went to Banner instead of full screen. Have someone call you and try it after.

There are two key pads on your phone. From the call screen you can hit the keypad button, if the keypad has a black background, THAT’s the Active keypad during your call 😃 if you press the phone icon on your main front screen and it shows a keypad with a White background, that’s the wrong one.

I had to swipe to get to the front page of the phone where there was a tiny little icon at the very top left showing a green phone, I tapped on that and it led me back to the keypad With the Black background thats active during your call.

For this particular issue it seems as if the resolution is more focused around what is actually pulled up on the screen. If you see "Favorites, Recents Contacts, Keypad, Voicemail" at the bottom of the screen it seems as if you actually have the phone application pulled up. Where you wont end up hearing or noticing any actual changes to the call or automated system

The resolution is seems to be where you exit that screen and go back to the Home Screen (Where the apps are) > at the top there should be a green bubble around the time or a green bar at the top of the screen.

By selecting this it is pulling up the active call interface. Where you can then see a variety of options. The focal point for this issue is the keypad, so you would select the keypad.

The main take away is that if you are accessing the phone app while on an active call, the phone is assuming that you are trying to make another call but not actually interacting with the current active call. To interact with the current and active call you would have to select the green bubble or green bar at the top of the screen.

My wife has the same problem on her 7 plus.

I tried all the fixes suggested on this forum and others, nothing worked. I started to wonder if there was a problem with the proximity sensor at the top of the screen (near the earpiece). I removed the glass screen protector and immediately the keypad started responding. I gave the screen a good clean, put a new screen protector on and it’s been fine since. The proximity sensor disables the keypad when the iPhone thinks you have it up to your ear. I suspect I had a smudge or small air bubble under the screen protector. Anyway, try this if you run out of options.

This is a bug from Apple. If you have Call Waiting turned on then the dial pad will not respond during a call. You can turn it off from Settings --> Phone --> Call Waiting and that will fix the problem. I don't thing they will ever decide to fix it so good luck!

Somewhere else on this forum, it has been advised that if you find you cannot make a menu selection in response to a prompt, to continue your call - in my case to Apple Support itself, how ironic - then when the connection is made and your iPhone is showing a white keypad screen, touch the clock time at the top left of the screen. The keypad should turn to black and you will find that the keypad now operates the menu selection correctly. (I currently use an iPhone 11 Pro Max.) In my experience nothing else suggested made any difference. I have reported this to an Apple senior engineer during a call about other support and he expressed great surprise and said he would definitely flag it to his superiors. Fingers crossed.

Great news! The “ hard reset”is not a true hard reset, apple needs to word it better as I was scared to do it, but if you follow that up down on the volume and hold the side button until you see the Apple symbol and that won’t “hard” reset your phone to factory it will do the old-school reset, once it done the buttons worked

The last iOS update changed my Settings/Phone/Incoming Calls to Banner. When I answered calls I was unable to send keypad tones. I changed the Banner Setting to Full Screen and everything worked again , at least with Speaker on.

"I have received lots of suggestions about how to work around this problem and this is what worked for me.

When I am trying to use the dial pad and it does not work during a phone call, the dial pad always has a

white background. I click on the time which is posted in the upper left corner of the dial pad. The background

instantly turns black and is now responsive to my selections. Why? How? Who knows? It just works and I hope

it works for you as well."

This reply by Nancy1969 really works - just be clear that if your dial pad is white, I found the call has to be connected (press green answer button) BEFORE you can touch the time (top left of an iPhone) to change the dial pad to black and which will then be operating correctly. It's pretty nerve-racking, because you worry that you will lose the call.

Great news! The “ hard reset”is not a true hard reset, apple needs to word it better as I was scared to do it, but if you follow that up down on the volume and hold the side button until you see the Apple symbol and that won’t “hard” reset your phone to factory it will do the old-school reset, once it done the buttons worked

On Another thread ‘DTMF Tone on ios13 issue talks about the shorter tone length @deenr suggests that setting VoLTE off under the Settings>Cellular(mobile) > Cellular(Mobile) Options>Vouce&Data

So, I actually just found a fix for this on my XS running iOS 14.4.2: In settings, go to Cellular. Go to Cellular Data Options. Go to Voice & Data and choose 3G. Maybe some older automated answering systems can’t interface with a phone usin LTE??? Dunno for sure, but changing this one setting worked.

When my husband has this problem, he’s found that using the keypad on the black active call screen (vs the white dialer screen) fixes it. The keypad tip and a few others to try are listed here: https://macreports.com/how-to-fix-iphone-keypad-not-working-during-calls/

I have been having the same problem, but was able to fix this way. When you get a phone call and have to respond with the phone number pad, you cannot go to the the phone icon and click the number pad and have it work because the number pad is already open. Double click on your round button at the bottom and look for the phone key pad that is already open (mine was mostly black) and use this keypad to respond. Hope this works for you as well.

FIX.

I have posted this before. Go to settings. Phone. Incoming Calls. Change to FULL SCREEN. It fixes the problem.

Sorted!!!!!go into settings. Phone.incoming calls. Change to full screen. Fixes the problem.😀