iPhone Face ID not working? What to check
14 November 2026 · Mac guides
Face ID is one of those features you only notice when it stops. Suddenly you are typing your passcode for every app, payment and unlock, or your iPhone says "Face ID is not available". Sometimes the fix is as simple as a smudge or a new case. Sometimes it means a part inside the phone has been damaged. Here is how to tell which, and what to do next.
Two very different problems
It helps to work out which of these you have before you start:
- Face ID works sometimes, but fails a lot. This is usually something blocking the sensors, the way you are holding the phone, or a setting. The checks below often fix it.
- Face ID won't work at all, or the phone says it is not available. If you see a message such as "Face ID is not available. Try setting up Face ID later", or the setup screen won't finish, that points more strongly to a hardware fault, especially after a drop, a spill or a repair.
Safe checks to try first
1. Clear the top of the screen
Face ID uses a set of sensors called the TrueDepth camera, at the top of the screen in the notch or the black pill shape. Wipe that area with a soft, dry, lint-free cloth. Then check whether your case, a screen protector or a privacy film covers any of it. Thick or poorly cut protectors are a common cause. If Face ID started failing just after you fitted a new one, take it off and try again.
2. Hold the phone the right way
Face ID works best with the phone held at around arm's length or a little closer, facing you. Older models only unlock in portrait, so a phone lying flat on a desk or turned on its side may not see you. Bright sunlight behind you can also make it struggle.
3. Check what is covering your face
Some sunglasses block the light Face ID uses, so try with them off. If you wear a mask often, newer iPhones have a "Face ID with a Mask" option in Settings. Big changes in appearance can also confuse it. You can add a second look, for example with and without glasses, under Set Up an Alternative Appearance.
4. Check the settings
Go to Settings, then Face ID & Passcode, and enter your passcode. Make sure the switches for iPhone Unlock and the other features you use are on. If "Require Attention for Face ID" is switched on, Face ID only unlocks when your eyes are open and looking at the screen, which is the safer setting. Leave it on unless you have a reason not to.
5. Restart and update
Restart the iPhone, then check Settings, then General, then Software Update for any waiting update. A restart clears temporary software glitches, and updates fix known bugs.
6. Reset Face ID and set it up again
In Settings, then Face ID & Passcode, tap Reset Face ID, then set it up again in good light. Make sure you know your passcode before you do this, because you will need it. If the setup now fails or won't let you finish, that is a useful clue: the software is fine, but the phone can't read your face properly.
When it points to a hardware fault
If none of the above helps, and especially if the phone says Face ID is not available, the TrueDepth camera or its connection is probably at fault. The usual causes are:
- A drop. A knock near the top of the phone can damage the TrueDepth parts, even if the glass looks fine.
- Liquid. Water, or worse, a sugary drink, getting in near the top of the screen can affect the sensors and their cable.
- A recent screen repair. On many models, some of the parts Face ID relies on sit on a small cable at the top of the screen. That cable has to be moved carefully from the old screen to the new one. If Face ID stopped working straight after a screen replacement, mention it when you get it checked.
- A logic board fault. Less common, but possible after a heavy drop or liquid damage.
Why Face ID repairs are tricky
For security, Apple matches the Face ID parts to the logic board of each iPhone. That means you can't simply take the TrueDepth camera from another phone and expect Face ID to work, and you should be wary of anyone who says otherwise. Before any work starts, a good repairer will tell you whether the fault is in the TrueDepth camera, a cable or the board, and what each repair option would mean for Face ID. Our iPhone repairs page covers the faults we see most.
The rest of the phone will still work without Face ID. You can unlock with your passcode and pay with it too. So if the phone is otherwise healthy, you can take your time deciding whether a repair is worth it.
Keep your photos safe first
Before you reset anything or send the phone off, make sure it is backed up. Check Settings, your name, iCloud, then iCloud Backup, and tap Back Up Now while you are on Wi-Fi. You can also back it up to a Mac or PC. If the phone was dropped or got wet and is now acting strangely in other ways, back it up straight away while it still works.
When you get in touch, tell us your model, what happened before Face ID stopped, and any message you saw. If you are in London, our bike collection can pick it up.
Get a quote
If Face ID still won't work after these checks, call 020 7394 2525 or bring your iPhone to 80 Willow Walk, London SE1 5SY. We are open 9am to 6pm, Monday to Saturday, with bike collection in London and courier collection across the UK.