Problem with receiving calls with connected headphones

mshalenko,

We understand you have to answer a call on your AirPods by pressing the force sensor on either AirPod when Automatic Ear Detection is turned off, which is expected behavior. To ensure your AirPods Pro and iPhone are working as expected, can you tell us if the call audio still plays through your AirPods Pro when Automatic Ear Detection is off, but you answer an incoming call using your iPhone while your AirPods Pro are still paired to your iPhone?

As previously mentioned, when Automatic Ear Detection is off, all audio plays to your AirPods whether or not you're wearing them.

We also want to make sure you're following the steps on how to answer calls with your AirPods Pro. If needed, please refer back to how to Make and answer calls with AirPods on iPhone for the ways you can answer incoming calls with your AirPods Pro. Please note that answering using the display of your iPhone isn't an option when using your AirPods Pro.

If you'd like to be able to answer a call a different way than what's currently supported, please provide feedback on what you'd like to be able to do through this link: Product Feedback

Thanks again!

Hello mshalenko,

We understand calls are being answered on your iPhone instead of your AirPods Pro when you have Automatic Ear Detection disabled.

To start, we want to make sure you're able to Connect and use your AirPods and AirPods Pro as expected. Please review the sections on how to "Listen with your AirPods", how to "Switch automatically", as well as how to "Switch manually". It's important to note that your devices need to be signed in with the same Apple ID using two-factor authentication, and that you're using iOS 14 or later on your iPhone.

If needed, please see Two-factor authentication for Apple ID for additional details on this extra layer of security for your Apple ID.

You can also find details on how to Make and answer calls with AirPods on iPhone, how to Control audio with your AirPods and AirPods Pro, and how to Change the settings of your AirPods and AirPods Pro.

If you're unable to answer calls with your AirPods Pro, please make sure your iPhone is up to date. We've recently released iOS version 14.5.1. If an update is needed, we'd recommend creating a current backup prior to updating. These links can help:

• How to back up your iPhone, iPad, and iPod touch
• Update your iPhone, iPad, or iPod touch
• How to manually update apps on your Apple device

If you're still experiencing issues answering calls with your AirPods Pro, can you tell us if you experience the same behavior when Automatic Ear Detection is enabled? Please note that when Automatic Ear Detection is turned on, AirPods sense when they’re in your ears and automatically play the audio from your iPhone. Playback is paused when you remove one of your AirPods. When you remove both, playback stops. When you turn off Automatic Ear Detection, all audio plays to your AirPods whether or not you're wearing them.

If you are referring to automatic switching being disabled, and you're unable to switch audio manually to your AirPods Pro, please let us know if you're able to answer calls with your AirPods Pro as expected when automatic switching is on.

Cheers!

mshalenko,

Since all audio should play to your AirPods Pro when Automatic Ear Detection is off, regardless of whether or not you're wearing them, we'd recommend making sure your iPhone and AirPods Pro are up to date.

We'd also like to confirm how you're answering calls when Automatic Ear Detection is turned off. We understand you have to press the force sensor on either AirPod, which is one of the two ways to answer calls with AirPods on iPhone. If you turn on Announce Calls with Siri, you can also answer or decline a call using your voice. Can you tell us how you're answering a call with your AirPods when Automatic Ear Detection is off, which causes the audio to play through your iPhone?

Thanks!