Sp49085

Q: Touch ID not working on iPhone 6 Plus with latest 9.2.1

After the latest software update my Touch ID on my iPhone 6 Plus has almost completely quit working. This is the same problem that was happening shortly after I purchased the phone. If I have to exchange again, it will be the 3rd or 4th phone, and all for the same problem.  I have deleted all Touch IDs in the phone and created new ones, which don't work either. Is there a way to get this fixed and not have to worry about this any more? And no I will not send it in, it must be done as an exchange. the phone was purchased in August 2015, so it is still under factory warranty.Thank you.

MacBook Pro, OS X El Capitan (10.11.1)

Posted on Feb 24, 2016 7:48 AM

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Q: Touch ID not working on iPhone 6 Plus with latest 9.2.1

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  • by brenden dv,

    brenden dv brenden dv Feb 25, 2016 12:04 PM in response to Sp49085
    Community Specialists
    Feb 25, 2016 12:04 PM in response to Sp49085

    Hi Sp49085,

     

    Thanks for using the Apple Support Communities! I'm sorry to hear that you are having issues with your Touch ID again; I know how frustrating that can be. I'm a bit unclear on the exact behavior you are seeing or what troubleshooting you may have already done, but if you continue to have issues with your Touch ID, you may find the information and troubleshooting steps outlined in the following article helpful:

     

    Get help with Touch ID

    Sometimes, you'll need to enter your passcode or Apple ID instead of using Touch ID:

     

    • If you've just restarted your device
    • If your fingerprint isn't recognized five times in a row
    • If you haven't unlocked your device in more than 48 hours 

     

    • If you've just enrolled or deleted fingerprints
    • If you're trying to open Touch ID & Passcode in the Settings menu
    • If Require Password is set to Immediately under Settings > General > Restrictions

     

    If you still need help, follow these steps. Try again after each step:

    1. Make sure you have the latest version of iOS.
    2. Make sure that your fingers and the Home button are clean and dry.1 For the Home button, use a clean, lint-free cloth to wipe off any dirt or debris.
    3. Your finger should cover the Home button completely, touching the surrounding metal ring. While Touch ID is scanning, you shouldn't press down hard, tap too quickly, or move your finger around.
    4. If you're using a case or screen protector, make sure it doesn't cover the Home button or the surrounding ring.
    5. Tap Settings > Touch ID & Passcode. Make sure that iPhone Unlock or iTunes & App Store is on, and that you've enrolled one or more fingerprints.
    6. Try enrolling a different finger.
    7. If you can't enroll any of your fingers, take your device to an Apple Retail Store or Apple Authorized Service Provider, or contact Apple Support.

    1 Moisture, lotions, sweat, oils, cuts, or dry skin might affect fingerprint recognition. Certain activities can also temporarily affect fingerprint recognition, including exercising, showering, swimming, cooking, or other conditions or changes that affect your fingerprint.

     

    Use Touch ID on iPhone and iPad - Apple Support

     

    Regards