If you’re having issues with your device’s facial recognition sensor, try these tips from our in-house tech experts for a quick fix. 

 

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Update your software

Clean your device

Set up your FaceID

 

Update your software

iOS devices

1. Back up your device with iCloud or on your computer
2. Plug your device into a power source and make sure you’re connected to Wi-Fi.
3. Go to “Settings” > “General” > “Software Update”.
4. You may see two software updates – pick the one you want to install.

Android devices

• Go to “Settings” > “System” > “System update”.
• You’ll be able to see your update status – follow the steps that appear on the screen.

 

Clean your device

iOS devices

Make sure you have the correct cleaning solutions & materials

• Wipes are highly encouraged: 70% isopropyl alcohol, 75% ethyl alcohol or disinfectant wipes work well.
• Use a lint-free cloth such as those used on eyeglasses, or a damp, soft tissue so you don’t scratch your phone.

Ready? Here’s what to do:

• Unplug your iPhone from any cables and turn it off.
• Use a cloth or tissue to carefully clean your device – watch out for any excess moisture around the charging/headphones port.
  • iPhone 6: Wipe your home button with a lint-free cloth to protect your Touch ID.
  • iPhone 7 or later: Your phone has an oil-repellent and fingerprint-resistant coating – it’s normal for the coating to wear over time with use, so avoid using harsh materials or cleaning products as they could remove the coating and/or scratch your device.
  • iPhone 8 or later: The coating is on the front and back of the phone – be careful.

Never do this:

• Avoid household cleaning products and compressed air. 
• Don’t submerge your device in any cleaning agents as refurbished devices aren’t waterproof.

 

Android devices

Make sure to use either distilled water or disinfectant. Hypochlorous acid-based (50–80ppm) or alcohol-based solutions with a concentration higher than 70% ethanol or isopropyl work well.

Use lint-free, soft, microfibre cloths. They’re the best for this job. You can also use cleaning cloths for camera lenses, as they tend to be gentle.

How to do it in a nutshell:

• Turn off your smartphone and remove the case.
• Unplug any cables or accessories.
• Dampen the cleaning cloth with a cleaning solution.
• Gently wipe down your phone.

Avoid household cleaning products and compressed air, as they could damage your phone. Remember: refurbished devices aren’t waterproof so don’t submerge them in a cleaning agent.
 

 

Set up your Face ID

If you want to set up your Face ID but don’t know how to, we’ve got you covered! Check out Apple’s guide here.

If your Face ID isn’t working properly

Check your Face ID settings:

• Go to “Settings” > “Face ID & Passcode”.
• Double-check that Face ID is set up and that any features that you want to use it with are turned on. 

Check that your face isn’t blocked: 

• Verify that your eyes, nose and mouth are completely visible in the TrueDepth camera.
• If you wear glasses or anything else that covers your face, try using Face ID without them.

Check that you are facing the TrueDepth camera:

• iPhone: The Face ID feature only works when it’s in portrait and you’re facing the TrueDepth camera.
• iPad: You can use Face ID in any orientation, not just in portrait mode.
• TrueDepth’s range of view is similar to when you take a selfie or make a video call on FaceTime.
• Verify that you’re holding your device an arm’s length or closer away from your face.

Create an alternative appearance:

• If you changed your appearance just before Face ID stopped working, try adding an alternative one:
  • Go to “Settings” > “Face ID & Passcode”. 
  • Enter your passcode if prompted, then click “Set Up an Alternative Appearance”.

Reset Face ID:

• If none of the solutions above worked, you can set your Face ID again. 
• Go to “Settings” > “Face ID & Passcode” > “Reset Face ID”.
• When you’re finished, click “Set up Face ID” to approve the reset.