If Face ID isn’t working on your iPhone 18 Pro or iPhone 18 Pro Max, first clear the TrueDepth camera area and check your face, lighting, and position. Then verify the relevant Face ID setting, restart the iPhone, and re-enroll Face ID if needed. Apple’s troubleshooting guidance does not point to one universal cause; the right fix depends partly on whether Face ID fails in one situation or everywhere.
1. Clear the TrueDepth camera area
Face ID needs an unobstructed view of your face. Apple locates the TrueDepth camera near the top-left corner of iPhone 18 Pro models. Wipe away smudges, then temporarily remove anything that might cover the camera, including the case or screen protector. Apple specifically recommends removing a privacy screen protector while troubleshooting. If you are testing in landscape, check that your finger or palm is not over the camera. Apple’s Face ID troubleshooting guide
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2. Make your face visible and check the conditions
Keep your eyes, nose, and mouth visible to the camera. If you use Face ID with a Mask, that feature must already be set up, and your eyes must remain visible. Try removing sunglasses that may block infrared light.
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Apple’s guidance for iPhone 18 Pro models also calls out combinations and conditions that can interfere: glasses and a mask together in low light, heavy makeup or beauty masks, and strong sunlight behind you. Test again after removing or adjusting these factors, changing the lighting, or facing away from the bright background. These are possibilities to check, not a diagnosis of every failure. Apple Support
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3. Adjust the distance and orientation
Hold the iPhone about 25–50 cm from your face—roughly arm’s length or closer—and face the camera. Face ID works in portrait and landscape on iPhone 13 models and later with iOS 16 or later, but Face ID with a Mask works only in portrait. Apple’s iPhone User Guide
Face ID is attention-aware: Apple says it unlocks iPhone only when your eyes are open and looking at the screen. If it fails while you are looking away or your eyes are obscured, try again while looking directly at the display. Apple’s iPhone User Guide
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4. Check the setting for the feature that fails
Open Settings > Face ID & Passcode and enter your passcode. Confirm Face ID is set up, then check that the option for the specific use that is failing is enabled—for example, unlocking iPhone, purchases, or app sign-in. Face ID can work for one action while being disabled for another.
Also install the latest iOS version available for your device: open Settings > General > Software Update and follow the on-screen instructions if an update is offered. Apple’s troubleshooting guidance does not identify a confirmed iOS 26 defect as a general explanation for Face ID failures. Apple Support
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5. Restart the iPhone and test again
Restart the iPhone, enter your passcode when prompted, and then try Face ID again. A passcode request after restarting is expected; enter it to resume normal use before testing Face ID. Apple Support
6. Reset Face ID and set it up again
If the checks above have not helped, remove the existing enrollment and set up Face ID again:
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- Open Settings > Face ID & Passcode and enter your passcode.
- Tap Reset Face ID.
- Tap Set Up Face ID and follow the on-screen steps.
If your appearance changes substantially, or Face ID has difficulty recognizing you with clear or prescription glasses, add an alternate appearance if that option is available in Face ID settings. Apple Support
When to contact Apple or an authorized service provider
Seek trained service if the camera does not work, or if Face ID setup repeatedly asks you to position your face but does not progress. Apple warns: “Only a trained technician should service your device.” Do not try to open or repair the TrueDepth camera or its laser system yourself. Apple Support
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Use where Face ID fails to choose the next step
- Only one action fails: Check that action’s Face ID toggle under Settings > Face ID & Passcode.
- Face ID fails in different situations, but setup works: Recheck visibility, lighting, distance, and orientation; if needed, reset and enroll Face ID again.
- The camera fails or setup stalls: Contact Apple or an authorized service provider for trained service.
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