Face ID Not Working on iPhone or iPad Pro? Try These Fixes Before Service

Face ID keeps failing — your iPhone or iPad Pro asks for the passcode instead, or shows “Face ID is not available. Try setting up Face ID later.”

Why: Usually something physical is blocking the TrueDepth camera (a case lip, screen protector, smudge), you’re holding the device wrong, or the Face ID data needs to be reset. Genuine hardware faults are rare and come last. Try these fastest-first.

Fix 1: Clear the camera, position correctly, and check settings

1. Wipe the top of the screen and remove anything over the TrueDepth camera — a smudge, a thick case edge, or a screen protector that covers the camera dot.
2. Hold the device at arm’s length or closer (about 10–20 inches / 25–50 cm) and face it directly. Make sure your eyes, nose, and mouth are fully visible.
3. Confirm Face ID is on for what you’re using: Settings > Face ID & Passcode (enter your passcode), and check that iPhone Unlock, iTunes & App Store, Wallet & Apple Pay, etc. are turned on.

Fix 2: Update iOS and restart

1. Install the latest update: Settings > General > Software Update.
2. Restart the device, enter your passcode when prompted, then try Face ID again. A restart clears temporary glitches that block the sensor.

Fix 3: Add an Alternate Appearance

If your look changes a lot (glasses, heavy makeup, different lighting) Face ID can struggle. Give it a second enrollment.

1. Go to Settings > Face ID & Passcode.
2. Tap Set Up an Alternate Appearance and complete the two scans.

Fix 4: Reset Face ID and set it up again

If it still fails, wipe the stored face data and re-enroll.

1. Go to Settings > Face ID & Passcode > Reset Face ID.
2. Tap Set Up Face ID and follow the two circular scans, keeping your whole face in the frame.

If Face ID can’t even complete setup — or you see a message that the camera isn’t working — that points to a hardware issue; contact Apple Support or an authorized service provider.

FAQ

Face ID stopped working with a mask. If you set up Face ID with a mask, make sure your eyes aren’t blocked; you may need to hold the phone a bit higher. Sunglasses that block infrared light can also interfere — try without them.

Does Reset Face ID delete anything else? No — it only clears your stored face data. Your photos, apps, and passcode are untouched; you just re-scan your face.

It says “A problem was detected with the TrueDepth camera.” That’s a hardware-level message — after a restart and update, if it persists, the device needs service.

Sources: Apple Support — If Face ID isn’t working on your iPhone or iPad Pro