Face ID repair

Has unlocking with your face stopped working? Face ID makes unlocking your iPhone or iPad quick and secure, so it's frustrating when face recognition fails. Often you can fix it yourself with the steps below. If that doesn't work, FIXNOW repairs your Face ID — you can come by in Antwerp or Wolvertem, or send in your device.

Why isn't my Face ID working?

Face ID not working can have several causes:

• Missing updates — your iPhone or iPad isn't running the latest version of iOS or iPadOS.
• Settings — Face ID isn't (or is no longer) set up, or the feature is turned off for the app you're using.
• Blocked TrueDepth camera — dirt, a case or a screen protector covers the camera at the top of the screen.
• Face not visible — eyes, nose or mouth are covered, or you're holding the device incorrectly or too far away.
• Hardware damage — a drop, water damage or a previous repair can damage the TrueDepth camera or the Face ID module.

The first four causes can usually be fixed yourself with the steps below. If Face ID keeps failing afterward, it's often the hardware, and FIXNOW can help.

Fixing Face ID yourself — step by step

1. Check for updates. Update your iPhone or iPad to the latest version of iOS or iPadOS, and check that your model supports Face ID.
2. Check the Face ID settings. Go to Settings → Face ID & Passcode. Check whether Face ID is set up and whether the features you use it for are turned on.
3. Clear the TrueDepth camera. Remove anything that could cover the camera at the top of the screen: dirt, a case or a screen protector. If the message "Camera covered" appears, follow the arrow to the TrueDepth camera.
4. Make sure your face is visible. Eyes, nose and mouth must be fully in view. With a face mask, Face ID works on iPhone 12 and later with iOS 15.4 and above, provided your eyes are uncovered. Sunglasses that block infrared light can hinder Face ID — try without glasses.
5. Hold the device correctly. On iPhone, Face ID works in portrait orientation, with your face toward the TrueDepth camera; on iPad in any orientation. Hold the device about an arm's length (10–20 cm) from your face.
6. Restart your device. Restart your iPhone or iPad, enter your passcode, and try Face ID again afterward.
7. Add an alternative appearance. If you sometimes look very different, set up an alternative appearance via Settings → Face ID & Passcode.
8. Reset Face ID. If nothing helps, go to Settings → Face ID & Passcode → Reset Face ID and set up Face ID again afterward.

When FIXNOW repairs your Face ID

If it still doesn't work after these steps, the problem usually lies in the hardware — for example the TrueDepth camera or the Face ID module. Leave this kind of repair to an experienced technician: an improperly performed Face ID repair can disrupt your device's security features. FIXNOW's technicians repair Face ID on most iPhone and iPad models and first run a diagnosis before anything is replaced.

Need help?

Can't figure it out yourself? FIXNOW will check your device and repair Face ID where possible.

• View all iPhone repairs and prices per model on the iPhone repair page.
• Go straight to your model — for example the iPhone 15, iPhone 14, iPhone 13 or iPhone 12 — and see the price and repair time right away.
• Book an appointment online or get in touch via chat or phone.
• Prefer to send it in? You can send in your device; the shipping conditions can be found there.
• Prefer to come by? Check out our stores in Antwerp and Wolvertem.

Frequently asked questions

Why did my Face ID suddenly stop working?

Usually there's a simple cause: a missing update, a setting that's turned off, a covered TrueDepth camera, or a face that isn't fully visible. Go through the steps on this page. If Face ID keeps failing afterward, it's often the hardware, and FIXNOW can repair it.

Can you repair Face ID on my iPhone or iPad?

Yes, FIXNOW repairs Face ID on most iPhone and iPad models. After a diagnosis you'll know what's wrong and what the repair costs.

Will I lose my data during a Face ID repair?

No, your personal data is preserved during the repair. We still recommend backing up your device beforehand before handing it in.

How long does a Face ID repair take?

That depends on the model and on what exactly is wrong. After the diagnosis, our technician gives you an estimate of the repair time. The exact repair time per model can be found on the iPhone repair page.

Can you handle other issues at the same time?

Yes. If your device has more than one problem, we look at that during the diagnosis and give you a single proposal for all the repairs together.