What to do if your Face ID isn't working

⚡ Fast fix

• Check for obstructions. Make sure nothing is covering the TrueDepth camera—wipe the screen clean.
• Hold it at the right angle. Face ID works best when your iPhone is upright and about an arm’s length away.
• Turn it off and back on. Go to Settings > Face ID & Passcode, toggle it off, then set it up again.
• Restart your iPhone. A quick reboot can fix temporary sensor glitches.

Face ID®, the Apple® technology that uses facial recognition to confirm your identity, is a handy shortcut for unlocking your iPhone®, authenticating purchases, or signing into apps. But when Face ID stops working, you'll need to revert to other sign-on methods, which take longer and can slow you down.

Here at Asurion, when tech breaks, we fix it. From a frozen screen to AirPods in need of a reset, our experts have the tools and know-how to solve problems for thousands of devices. In this article, we'll walk you through what to do if your Apple Face ID has stopped working so you can get back to zipping around your phone.

Why is my Face ID not working?

Oftentimes, a "broken" Face ID is actually just your iPhone protecting your data. Apple requires you to manually type your passcode under specific security conditions. Your Face ID may not be working because:

• Your device hasn't been unlocked for more than 48 hours.
• You just restarted or turned on your device.
• You've made five unsuccessful attempts to match your face.
• You haven't used your passcode to unlock your iPhone in the last six and a half days, and Face ID hasn't unlocked the device in the last four hours.
• Your iPhone received a remote lock command (often used if a phone is lost).
• You brought up the Emergency SOS screen by pressing and holding the Volume and Side buttons simultaneously.
• Your iPhone model doesn't support the feature (Face ID is only on the iPhone X and newer).

How to fix your Face ID

If you aren't dealing with a standard security lockout and you're frustratedly muttering, “My Face ID won't work," don't worry. Here are the best fixes to try.

Restart your iPhone

Our first suggestion is the simplest: Restart your device and enter your passcode. Once you're on the home screen, lock your phone and try using Face ID again.

Check for updates

If a quick restart doesn't work, a software bug might be the culprit. Check to make sure your iPhone is updated to the latest version of iOS®.

1. Plug your device into a charger and connect to Wi-Fi.
2. Go to Settings > General and tap Software Update.
3. If an update is available, tap Download and Install or Install Now.

Check your Face ID settings

If you recently reset your settings, Face ID might simply be turned off for certain features.

1. Go to Settings > Face ID & Passcode. Enter your passcode if prompted.
2. Under "Use Face ID For," make sure the toggles for iPhone Unlock, Wallet & Apple Pay, and Password AutoFill are switched on.

Don't block the TrueDepth camera

Face ID works through the TrueDepth® camera, which is the lens on the front of your phone. It projects thousands of invisible dots to create a 3D map of your face.

Check to see if your screen protector or a bulky case is interfering with the camera array. Next, carefully clean your iPhone screen to remove any dust, dirt, or makeup smudges from this area. Finally, ensure you aren't accidentally covering the top of your phone with your hand when you wake the screen.

Face the TrueDepth camera correctly

Hold your iPhone vertically and keep it no more than 10 to 20 inches from your face (standard selfie distance). Face ID works best when the device is directly in front of you.

Check your face mask and sunglasses

Normally, your eyes, nose, and mouth must be fully visible for Face ID to work. If you are wearing dark sunglasses that block infrared light, you may need to take them off in order for Face ID to correctly scan.

If you frequently wear a face mask, you don't necessarily have to take it off. If you have an iPhone 12 or newer running iOS 15.4 or later, go to Settings > Face ID & Passcode and turn on Face ID with a Mask.

Add an alternate appearance

Face ID is smart enough to pick up subtle daily changes, but if you've significantly altered your look—like completely shaving a thick beard or getting new, heavy-framed glasses—you may need to retrain it.

1. Go to Settings > Face ID & Passcode. Enter your passcode.
2. Tap Set Up an Alternate Appearance.
3. Look directly at your iPhone with your face positioned inside the frame.
4. Slowly move your head to complete the circle. (Tap Accessibility Options if you're unable to move your head).
5. When the scans are complete, tap Done.

Reset Face ID

If your iPhone's facial recognition still won't work, try a total reset. This wipes the current facial map and lets you start fresh.

1. Go to Settings > Face ID & Passcode. Enter your passcode.
2. Tap Reset Face ID.
3. Tap Set Up Face ID and follow the on-screen prompts to scan your face again.

Reset your iPhone to its factory settings

If you've tried restarting, cleaning the lens, and updating your software, but Face ID still won't work, a factory reset is your last resort. Doing this will erase all data on your phone, so be sure to back up your iPhone to iCloud or your computer first. Here's how:

1. Open Settings.
2. Tap General > Transfer or Reset iPhone.
3. Select Erase All Content and Settings.
4. Confirm that you want to wipe your phone.

Once your iPhone restarts, follow the prompts to set it up. If Face ID still fails during the initial setup process, your TrueDepth camera is likely physically damaged and needs professional repair.

FAQ

Why does Face ID say “Face ID is not available”?

This usually means your iPhone can’t access the TrueDepth camera. It could be a temporary software glitch, a recent drop, or internal hardware damage. Restart your phone first—if the message doesn’t go away, it may need repair.

Does Face ID stop working after a screen replacement?

It can. If the repair wasn’t done properly or used non-genuine parts, the TrueDepth camera system may not function correctly. Face ID components are paired to your device and are sensitive to improper installation.

Why does Face ID work sometimes but not others?

Lighting, camera obstruction, major appearance changes, or holding your phone at an angle can cause inconsistent results. If it fails randomly, resetting Face ID and setting it up again often helps.

Can water damage break Face ID?

Yes. Even small amounts of moisture can damage the TrueDepth camera sensors. If Face ID stopped working after exposure to water, it may be a hardware issue.