Samsung video calls usually fail for one of four reasons: you are using a different calling method than you think, the person you are calling cannot receive that method, the app is not set up or lacks permission, or the connection or audio path is faulty. Because the cause depends on your model, carrier, and software version, no single fix works for every phone. The steps below separate these branches so you can match them to what your screen shows.
Start by identifying which kind of video call you are placing
Samsung documents two different ways to make a video call on a Galaxy phone: carrier video calling, started from the Phone app, and app-based video such as Google Meet. They depend on different things, so a fix for one will not necessarily help the other. Samsung also states that the available interface varies by model, carrier, and software version, so the menu names on your phone may not match its support pages exactly.
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| Method | What it depends on | Typical failure point |
|---|---|---|
| Carrier video calling (Phone app) | Carrier availability on your account and device, and support on the receiving phone | Message: “Can’t receive video calls right now. Switching to video call…” Samsung says this can appear when the receiving phone does not support carrier video calls. |
| Google Meet (Galaxy device or Phone app) | Sign-in where prompted, camera and microphone permission, and an app setup that works on both phones | Not stated as a single error message in Samsung’s Meet guidance; check sign-in and permissions first. |
Samsung’s own support wording for the broader problem is “Why can’t my Samsung Galaxy device make or receive calls?”, which its Gulf support site uses for general call and network causes. Its call failure guide (updated 2026-06-09 according to the page metadata) covers those broader causes.
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The refusal message is the most useful clue you have. Samsung’s video-calling guidance says carrier video calling depends on carrier availability, and that the receiving phone must also support it. That means a refusal is not always a fault on your phone. Work through these points:
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- Ask the other person whether their phone and carrier support carrier video calling. If they do not, the call cannot connect through that method regardless of your settings.
- If both of you can use the app, try Google Meet instead, as Samsung’s video calling guidance presents it as an alternative.
- If the refusal happens on every call to every contact, confirm with your carrier that video calling is included in your plan and enabled on your line.
Set up Google Meet correctly
Samsung’s Google Meet guide describes the setup requirements. Check these before assuming the app is broken:
- Sign in to your Google account when the app prompts you to do so.
- Allow camera and microphone access when asked. A denied permission often looks like a call that connects but shows no video or sends no sound.
- Confirm the other person can also join with a working account and permissions. Meet is only useful when both sides are set up.
- Expect the menu and layout to differ on your model and software version, because Samsung says Meet’s interface varies by device configuration.
Check connectivity and software before changing settings
A video call needs a stable data or Wi-Fi connection, so disconnections and missing signal can break it even when the app is set up correctly. Samsung’s call disconnection and signal troubleshooting page suggests the following order:
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- Compatibility with certain third-party devices and accessibility accessories, including some hearing aids, may vary depending on manufacturer support, Bluetooth protocols, software compatibility, and regional firmware limitations. For additional hearing aid compatibility information, please refer to Samsung’s official support documentation.
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- Update the phone’s software to the latest version available for your model.
- Make sure Airplane mode is off.
- Check the mobile network connection and mobile-network settings.
- Check the APN (access point name) configuration if the problem is with mobile data.
- Use a mobile-network reset only for persistent mobile-network trouble. It is a later step, not a first step, and the menu name and location vary by model and software version. Resetting network settings removes saved Wi-Fi and Bluetooth connections, so note them before you start.
If the signal problem continues after these checks, your carrier is the next place to go, because the underlying network service is theirs to restore.
When the call connects but audio fails
A call that starts and then has no usable sound needs a different diagnosis from a call that never connects. Samsung’s microphone and call-audio guidance separate three situations.
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Occasional or place-specific problems
If the audio problem comes and goes, or happens in one room or location, the cause is more likely signal or interference than a fault in the phone. Try the call again, move to a different location, and restart both phones. Samsung’s microphone guidance covers this case.
Problems that happen every time
If the other person cannot hear you on every call, check these items in order:
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- Confirm the microphone is not blocked by a case, finger, or debris.
- Remove any accessory you added recently, such as a headset or case with a built-in accessory, and test again.
- Test with a different app. If the call works in one app but not another, the problem is probably that app’s permissions or behavior, not the phone’s hardware.
Low or no sound from the other person
Samsung’s call sound guidance applies to calls generally, not only video calls. Check the following:
- Raise the in-call volume during the call, not only the media volume.
- Check that nothing covers the earpiece or receiver.
- Check the Mute all sounds setting, which can silence incoming audio.
- Restart the phone.
- Where Wi-Fi Calling is available, turn it off temporarily as a diagnostic. Not every carrier or device supports Wi-Fi Calling, so this step may not apply to your phone. Turn it back on afterward if it was enabled before.
Damage or liquid exposure
If the failure began after the phone was dropped or exposed to liquid, Samsung recommends service inspection rather than repeated software changes. The same applies if the microphone stopped working after impact.
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When to contact your carrier or Samsung
- Carrier: persistent mobile connectivity problems, signal drops, or carrier video calling that is refused on every call. Your carrier controls the network and the account features.
- Samsung service: a microphone or speaker problem that started after impact or liquid exposure.
- Neither yet: a failure limited to one app, or one contact, usually points to permissions, app setup, or the other phone’s support, and should be checked there first.
Samsung’s support pages are official, but they describe general procedures rather than specifications for every model. Carrier, region, model, and software version all change what you will see on screen. The guidance above reflects Samsung’s support pages as they stood when checked in early October 2026.
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