You are having issues with your device's facial recognition sensor, and you want to fix it in a heartbeat? You came to the right place! Our team has created a list of solutions that will help you do just without leaving your comfortable home.
Useful manipulations
1/3 - Update your software
iOS devices
Do it directly on your smartphone!
- Back up your device with iCloud or on your computer
- Plug your device into a power source and make sure you’re connected to Wi-Fi
- Go to Settings > General > Software Update
- You may see two software updates, pick the one you want to install
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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
2/3 Clean your device
iOS devices
Use the correct cleaning solution
Wipes are highly encouraged. 70% isopropyl alcohol, 75% ethyl alcohol, or disinfectant wipes work well.
The tissues you use are also important!
We recommend that you use a lint-free cloth such as a cleaning cloth for glasses, or a damp soft tissue to ensure that you don’t scratch your phone.
Here’s how to do it:
- 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
- If your model is
- an iPhone 6: Wipe your home button with a lint-free cloth to protect your Touch ID
- an 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
- an iPhone 8 or later: The coating is on the front and back of the phone — be careful
Things to avoid
- Avoid household cleaning products and compressed air — they are no good for your iPhone! Refrain from submerging your device in any cleaning agents as refurbished devices aren't waterproof.
Android devices
Cleaning solutions you should use
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 these types of tissues
Lint-free, soft, microfiber clothes are the best! You can also use camera lens cleaning cloths 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
Things to stay away from
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.
3/3 - Set up your FaceID
The help you need to set up 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 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, and then click “Set Up an Alternative Appearance”
Reset Face ID
- If none of the solutions above worked, then 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 it
Still no luck?
Here's what you can do:
- If you haven’t contacted Back Market Customer Care, now is the time.
- If you have already opened a service request with us and your device needs to be returned for repair, follow the return instructions and use the return label you’re provided with.