FaceID not recognized, cannot register either

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Level 1

4 points

FaceID not recognized, cannot register either

My iPhone is just 1 month old and already has a problem with FaceID recognition. It was working well until today. Reset and re-registration does not help. It asks me to put my head within the frame which I do, but it keeps asking to put it within the frame. I tried closer and further but it asks to be put within the frame. It just stopped working. My mobile provider said it might be a software issue. Does anyone experience the same?

One more thing, sometimes it cached the face and showed text "to lower iPhone", which I did to almost my chest. Then it began to scan while the screen was jumping between scan and back to the frame. :(

iPhone 13 Pro, iOS 15

Posted on Feb 18, 2022 1:30 AM

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Answer 1

Top-ranking reply

tokyorider Author

Level 1

4 points

Feb 18, 2022 2:23 AM in response to ProustGiulio

Bingo! Giulio, I haven`t thought about it.

I had so-called a glass cover on my iPhone which covered the camera lens as well (taken cover from iPhone 12Pro which is not the same). The cover was slowly going out and I found that the part which was partly pilled off and had air in it was on the camera lens itself. I removed it and tried again. It did not focus immediately and it did not work right away, but after 2 attempts I made it and it seems to work fine now and unlock my phone. I will keep observing it. Meanwhile, I will need a proper cover as well. Thank you so much. I do hope it will continue to work.

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Answer 2

ProustGiulio

Level 10

209,838 points

Feb 18, 2022 1:38 AM in response to tokyorider

See this support article:--> If Face ID isn't working on your iPhone or iPad Pro - Apple Support

and/or this one:--> If an alert says Face ID has been disabled on your iPhone or iPad Pro - Apple Support

If the issue persists, since your iPhone is still covered by warranty, contact Apple Support directly, using this link:--> Apple Support , or make an appointment and have your device inspected at an Apple Store or AASP (Apple Authorized Service Provider) among this list:--> Apple - Find Locations - Location Selector. After checking it out, they'll give you all the available options.

Regards

Giulio

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Answer 3

ProustGiulio

Level 10

209,838 points

Feb 18, 2022 2:08 AM in response to tokyorider

Sorry about that.

Last attempt: are you sure that nothing (cover or screen protector) obstructs or interferes with the TrueDepthCamera on the front of your device?

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Answer 4

ProustGiulio

Level 10

209,838 points

Feb 18, 2022 1:49 AM in response to tokyorider

You're welcome, Adam.

I don't think it can be a software problem, since a friend of mine, using your same iPhone model, had no problem when he updated his device to iOS 15.3, and recently to iOS 15.3.1 version.

If you already tried (to no avail) all the steps provided in the 2 support articles I posted, then yes, have your device inspected.

Regards and best of luck.

Giulio

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