I cannot see faces on FaceTime-only initials

Hi there AdaSunshine3,

Thank you for posting to Apple Support Communities.

We understand that FaceTime is not working as expected on your iPhone. We recommend making sure that your iPhone is up-to-date with the latest version of iOS.  Before updating, we recommend backing up your iPhone first. These articles can be of help. When you back up, you can back up using a Mac or PC rather than iCloud if you choose.

Update iOS on iPhone - Apple Support

Back up iPhone - Apple Support

"Use a fast connection to avoid sound quality issues with FaceTime

If your cellular connection or Wi-Fi network runs slowly, or other users stream audio or video on the same Wi-Fi network, you might have these issues:

• Connection alerts or unable to connect
• Choppy video calls
• Black screen
• Dropped calls

Make sure that both you and the person that you call use a fast Wi-Fi or cellular connection. If you use Wi-Fi, FaceTime requires a broadband connection."

"If you still need help

If none of the above reasons apply to you, and you still can't make or receive FaceTime calls, follow these steps:

1. Make sure that your device has a Wi-Fi connection to the internet or a cellular-data connection.
2. Learn more if you're using router, firewall, or security software that restricts internet access.
3. If you're trying to use FaceTime over cellular, make sure that Use Cellular Data is on for FaceTime. Go to Settings and tap Cellular or tap Mobile Data, then turn on FaceTime. If you're using an iPad, you might see Settings > Cellular Data.
4. Go to Settings > FaceTime and make sure that FaceTime is on.

• If you see "Waiting for Activation," turn FaceTime off and then on again. Learn what to do if you can't activate FaceTime.
• If you don't see the FaceTime setting, make sure that Camera and FaceTime aren't off in Settings > Screen Time > Content & Privacy Restrictions > Allowed Apps.
• Make sure that you have the correct phone number or email address listed.

1. Go to Settings > General > Date & Time and turn on Set Automatically.
2. Restart your device.
3. Update your device to the latest version of iOS or iPadOS."

If you can't make or receive a FaceTime call on your iPhone or iPad - Apple Support

If you're still having an issue, we recommend contacting Apple Support for additional assistance: Contact Apple Support

Take care