A passcode prompt is not automatically a Face ID failure
Face ID can unlock the phone, authorize purchases and sign in to apps, while the device passcode remains the fallback. Record whether the lock screen repeatedly fails to recognize you, only one app or purchase flow fails, or iPhone asks for the passcode directly. Apple says some security situations require the passcode even when Face ID works. Start with the exact symptom rather than resetting the phone.
If you forgot the device passcode, resetting Face ID cannot bypass it. Use the separate forgotten-passcode guide to check Apple's data-preserving route and the consequences of an erase.
Swipe the table sideways to see every column →
| What happens | First check |
|---|---|
| Occasional passcode prompt | Enter the passcode; do not infer a sensor failure |
| One app or purchase flow fails | Check that use under Face ID & Passcode |
| Unlock repeatedly fails | Check camera obstruction, face, orientation and distance |
| Face ID setup cannot finish | After basic checks, ask Apple about service |
Check settings and whether this model supports Face ID
Open Settings → Face ID & Passcode. Confirm Face ID is set up and the feature you want, such as iPhone Unlock or app sign-in, is enabled. Check Settings → General → Software Update for the latest release offered to this device; keep a usable backup before updating. Apple's model list confirms whether this iPhone supports Face ID.
A disabled toggle for one purpose does not establish that the TrueDepth camera is broken. Do not erase a phone merely to switch a Face ID option on.
Check the TrueDepth camera, face and position
Remove smudges, a case or a screen protector that may cover the TrueDepth camera. Keep your eyes, nose and mouth in view and hold the device about 10–20 inches (25–50 cm) from your face. Test once without sunglasses, a mask or glasses to isolate an obstruction.
Apple says iPhone 13 and later can use Face ID in portrait or landscape with iOS 16 and later; earlier iPhones generally need portrait orientation while facing the camera. Face ID with a mask is available only on eligible iPhones and works in portrait orientation. A mask close to the eyes can also interfere. Test the supported mode before assuming hardware failure.
Restart first; reset Face ID only if needed
Restart iPhone, enter the passcode when prompted, then try Face ID again. If recognition continues to fail while the passcode still works, go to Settings → Face ID & Passcode → Reset Face ID, then set it up again. Note whether every use failed before and after the reset.
Reset Face ID removes the enrolled face data and requires a fresh scan; it does not remove the passcode, Apple Account or other iPhone data. Apple also offers an alternate appearance for a substantially changed look, so an occasional mismatch is not a reason to erase the phone.
When to stop resetting and seek service
If setup repeatedly asks you to position your face in the frame without continuing, or the camera does not work and Face ID cannot be set up, Apple recommends service. Record the model, iOS version, exact alert, any prior screen or camera repair, and whether the front camera works. Those observations are more useful than repeated erases.
The TrueDepth camera includes safety-sensitive components. Apple warns that only trained technicians should service them; improper repair or nongenuine parts can affect function and safety. We have not reproduced this failure on a test iPhone and do not claim software steps can fix hardware damage.