How to Fix iPhone 18 Pro Keypad not Working During Calls

Some users have reported a problem where they are unable to use their iPhone 18 Pro keypad (also called dial pad) to punch in numbers while they are on a phone call. This can be a serious problem when trying to make a call that requires entering information and selecting menu options. This issue seems to affect users’ ability to enter numbers for phone prompts for many different phone numbers, and so appears to be a general problem for the affected users. This issue has affected people using different cell services.

One user reports being able to use the keypad while on a phone call only if the phone is not on speaker, but if the phone is on speaker – the way many people will dial a number they know will require making multiple menu selections before being put on hold – they cannot input menu selections using the keypad. At least one user reports that after trying to enter from the keypad, the call will fail.

How to Fix iPhone 18 Pro Keypad not Working During Calls

We first explain about the two keypads you can find on your iPhone, then give some general tips to try and resolve the problem, and finally list a few alternative options that have worked for some users.

The Two Keypads

As a few users who have experienced this problem have realized, there are two iPhone keypads. While you are in an active call, there is an option to select the keypad from the call screen.

Users report that tapping Keypad on the call screen opens the keypad that works while you are on a phone call.

The other keypad is the one you would see when using the phone’s keypad to make a call. It has a white background.

You access this keypad by tapping on the phone icon from your Home Screen. Even though there is an active call, this keypad doesn’t have a red end-call button. Users report that numbers typed into this keypad during a phone call are not sent to the call, so your menu choices don’t register.

Apple says that when you use another app during a call, you can return to the call by tapping the green call indicator. Then, as users report, tap Keypad on the call screen.

Restart your iPhone

1. Press and hold the volume down button and the side button until the power off slider appears.
2. Drag the slider, then wait 30 seconds.
3. Press and hold the side button until you see the Apple logo.

Update to the Latest iOS

Keeping your iPhone updated is important. Often people will find that an update has fixed an issue they are having. Go to Settings > General > Software Update. Install any available updates.

Force Restart

1. Press and release the volume up button, then immediately press and release the volume down button.
2. Press and hold the side button.
3. When the Apple logo appears, release the Side button.

Other Things to Try

These suggestions are things that some users who have experienced this problem have said worked for them.

Turn Off VPN

Go to Settings > General > VPN & Device Management > VPN to find your VPN settings.

Muting/Turning Off Speaker

Some users have said that pressing mute allows them to make the number selection. Press mute again after making the selection. Other users have said that they can’t use the keypad while using the speaker for audio and that they were able to use the keypad if they turned off the speaker – so that the audio came through iPhone’s normal phone speaker.

Reset Network Settings

Be warned that this resets your Wi-Fi networks and passwords, cell settings, VPN and APN settings. To reset network settings, go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.

Reinstall Apps and Data

A user who said he had this issue on multiple previous iPhones as well claimed that reinstalling all apps and data from scratch worked to resolve the issue. It may be a pain to reinstall all your apps and re-enter all your settings. If you would like to try this:

1. Make a backup first. Make sure your important files, photos and data are saved to either your computer or iCloud. You can use your backup in case the solution does not work for you.
2. Go to Settings > General > Transfer or Reset iPhone, then tap Erase All Content and Settings. Enter your passcode and confirm the Erase.
3. You can restore your iCloud files and re-download your apps from the App Store.

Apple Support

If your problem hasn’t been solved by following any of the above steps, you may contact Apple Support for more assistance.