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My new iPhone is "not compatible" with Face ID

My new iPhone 12 Pro apparently is "not compatible" with the face id, and I would have to use a pin to unlock the device. Even though it should be able to have it. I don't know if it is broken or set up yet, but is there anything I can do to get the face id to work again?


[Re-Titled by Moderator]

iPhone 12 Pro

Posted on Sep 5, 2023 10:36 AM

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Question marked as Best reply

Posted on Sep 5, 2023 10:47 AM

An iPhone 12 is capable of Face ID. Apple has several documents helping you with Face ID.


This Support article is specific to seeing a 'disabled' Face ID alert, and explains what to do when you see that notice or an issue with the TrueDepth camera. --> If an alert says Face ID has been disabled on your iPhone or iPad Pro - Apple Support

Unless a software update solves the problem you may need to have Apple take a look at your device. Use this link to set up an appointment —> Genius Bar Reservation and Apple Support Options - Apple and this one to get a repair estimate —> iPhone Repair & Service - Apple Support


If you don't see a 'disabled' message but do have general issues with Face ID not working properly, explore the list of things to try in this document: If Face ID isn't working on your iPhone or iPad Pro - Apple Support

If the first 8 don't solve the issue then use #9, contact Apple.


2 replies
Question marked as Best reply

Sep 5, 2023 10:47 AM in response to royalpalmtrees08

An iPhone 12 is capable of Face ID. Apple has several documents helping you with Face ID.


This Support article is specific to seeing a 'disabled' Face ID alert, and explains what to do when you see that notice or an issue with the TrueDepth camera. --> If an alert says Face ID has been disabled on your iPhone or iPad Pro - Apple Support

Unless a software update solves the problem you may need to have Apple take a look at your device. Use this link to set up an appointment —> Genius Bar Reservation and Apple Support Options - Apple and this one to get a repair estimate —> iPhone Repair & Service - Apple Support


If you don't see a 'disabled' message but do have general issues with Face ID not working properly, explore the list of things to try in this document: If Face ID isn't working on your iPhone or iPad Pro - Apple Support

If the first 8 don't solve the issue then use #9, contact Apple.


My new iPhone is "not compatible" with Face ID

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