Face ID not working: the most common causes and how to fix it

When Face ID stops working, go through the steps in this order: wipe the top of the display and check that the notch isn't covered by a case, your fingers, or a screen protector. Restart the phone by holding the side button and a volume button. Check in Settings → Face ID & Passcode that iPhone Unlock and App Store are turned on. Reset Face ID and re-scan your face, ideally also setting up an Alternate Appearance for glasses or a hat. Check for an iOS update. If the message "Face ID Is Not Available, Try Again Later" appears even after a restart, it's most often a damaged TrueDepth module — this can only be fixed by replacement at a service centre. Face ID doesn't work in landscape orientation on models older than the iPhone 13.

Quick step-by-step diagnosis

Nine times out of ten, one of the first four steps solves it. Work through them from the top.

1. Clean the notch and sensors
The TrueDepth camera sits in the top notch. Grease, dust or a drop of water is enough for the phone not to recognise you. Wipe the display with a dry, soft cloth.
2. Remove the case and check the glass
Cheap screen protectors sometimes cover the infrared projector. If Face ID works after removing the glass, you've found the culprit.
3. Don't cover the notch with your fingers
On Pro models and in landscape mode it's easy for a finger to cover the sensor. The phone will usually display a "Camera Is Covered" warning.
4. Restart the iPhone
Hold the side button and one of the volume buttons, slide to power off, then turn the phone back on. This fixes temporary software glitches.
5. Check the settings
Settings → Face ID & Passcode. Check that iPhone Unlock is turned on. Also check that you don't have Require Attention enabled if you wear sunglasses with a UV filter.
6. Update iOS
Settings → General → Software Update. Apple has fixed some Face ID bugs directly through updates.
7. Reset Face ID
Settings → Face ID & Passcode → Reset Face ID, then Set Up Face ID again. Scan in a well-lit room and hold the phone 25 to 50 cm from your face.
8. Add an alternate appearance
Settings → Face ID & Passcode → Set Up an Alternate Appearance. Useful if you wear glasses, significantly change your hairstyle, or struggle to unlock in the morning after waking up.

Specific messages and what they mean

"Face ID Is Not Available, Try Again Later": A temporary system error or a TrueDepth module outage. Restart the phone. If the message keeps returning even after a restart and an iOS update, it's a sign of a hardware fault.
"Face ID Is Locked, Enter Passcode": Standard behaviour after five failed attempts, after a restart, after 48 hours without unlocking, or after a remote lock. Simply enter your passcode once and Face ID reactivates.
"Move iPhone Lower / Higher": You're holding the phone outside the camera's field of view. The ideal distance is roughly forearm's length, with your face aligned with the display.
"Face ID Setup Is Not Available": Appears after an unauthorised screen or TrueDepth module repair. Face ID is paired with a specific piece of hardware and stops working after replacement with a non-original part.
Face ID has disappeared from Settings: Check whether a restriction is enabled in Settings → Screen Time → Content & Privacy Restrictions. On work phones, corporate device management can also block it.

When Face ID is deliberately not working

Not every failure is a fault. Face ID deliberately blocks you and asks for a passcode in these situations: after restarting the phone, when you haven't unlocked the phone for 48 hours, after five failed attempts, after a remote command from Find My, and after pressing the side button five times (emergency biometric shutdown).

Orientation also plays a role. Models older than the iPhone 13 only recognise faces with the phone held vertically — in portrait orientation. From the iPhone 13 onwards, Face ID also works in landscape.

Face masks: from iOS 15.4, Face ID with a mask can be enabled on the iPhone 12 and newer in Settings → Face ID & Passcode. Recognition is then less accurate, but functional.

When it's a hardware issue

The phone was dropped or got wet: The TrueDepth module is sensitive to impact. If Face ID stopped working immediately after a drop, software steps won't help.
An unauthorised shop replaced the screen: A cheap screen replacement without transferring the original Face ID components permanently disables it. This is the most common reason for non-functioning Face ID on phones from classified ads.
The selfie camera also doesn't work: If, in addition to Face ID, the front camera or portrait mode is also misbehaving, the entire TrueDepth module is damaged.
What to do about it: The TrueDepth module can't be repaired piece by piece — it's resolved by replacement at an authorised service centre. For a phone bought from us, simply claim the warranty, which is valid for 2 years.

Face ID on pre-owned iPhones

We test every iPhone before sale, including Face ID, the front camera and all sensors. We never sell a unit with disabled or restricted Face ID, and we never use non-original screens that would break biometrics.

You get a 2-year warranty and battery health of 86–100% with every phone. If Face ID were to stop working, you can arrange a warranty claim online or at any of our stores.

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