iPhone XR: Face ID is not available, Try setting up Face ID later

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coopstar23 Author

Level 1

8 points

iPhone XR: Face ID is not available, Try setting up Face ID later

I've just received a new iPhone XR and when I try and set up Face ID it doesn't work.

I either get an alert that says "Face ID is not available, Try setting up Face ID later"

or, it says "Move you phone lower", then "Move your phone higher".

I've tried:

• Reset all settings

• Restarting the phone

• Soft reset

• Quitting all apps

• Doing it in a well lit room

I'm currently running iOS 12.3.1

Does anyone have any advice on how I can fix it, or should I just return it as it's under warranty?

Should I try the iOS 12.4 beta?

Thank you

iPhone XR, iOS 12

Posted on Jul 10, 2019 1:31 PM

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Answer 1

Best reply

sberman

Level 10

264,381 points

Jul 10, 2019 1:41 PM in response to coopstar23

See especially step 7 here.

If Face ID isn't working on your iPhone or iPad Pro - Apple Support

If all else fails, exchange the iPhone.

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Answer 2

sberman

Level 10

264,381 points

Jul 10, 2019 1:51 PM in response to coopstar23

So you went through the "Set Up Face ID" again (and again) ....

You rotated your head as shown, held the iPhone 10-20 inches from your face as directed, and still failed.

Then yes, since you state the iPhone is brand new (perhaps a day or so old), take it back to the Authorized Apple Retailer where you got it and they should exchange it for you.

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Answer 3

sberman

Level 10

264,381 points

Jul 10, 2019 1:35 PM in response to coopstar23

First of all:

coopstar23 wrote:

Should I try the iOS 12.4 beta?

You should never, under any circumstances, consider using beta software to solve an issue you're having. There are no exceptions.

When you see "Move your phone (lower/higher), how do you respond? What response do you receive?

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Answer 4

coopstar23 Author

Level 1

8 points

Jul 10, 2019 1:38 PM in response to sberman

Thanks for the tip :)

When I see "Move your phone lower/higher" I try moving it lower, then it says "Move phone higher". So I move it higher, then it says "Move it lower".

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Answer 5

coopstar23 Author

Level 1

8 points

Jul 10, 2019 1:45 PM in response to sberman

Thank you. I tried step 7 multiple times.

So looks like only option is to send it off for repair? Or are there other options? Do you think the device is faulty?

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iPhone XR: Face ID is not available, Try setting up Face ID later

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