Face ID or Fingerprint Unlock Stopped Working? What to Try

Face unlock and fingerprint sensors are so convenient that you only notice them when they stop working. Suddenly you're typing your passcode dozens of times a day, and apps that used to sign you in with a glance keep asking for passwords.

The good news is that a lot of these problems come down to settings, smudges or accessories, not a broken phone. Here's how we at We Fix Phones N More help customers track down the cause, starting with the easy stuff.

Start With the Simple Checks

Restart and update

Restart your phone, then check for an iOS or Android software update. Biometric features rely on software as much as hardware, and updates often fix glitches that make them unreliable.

Clean the sensor or camera area

Face ID uses sensors in the notch or the top of the screen. Fingerprint readers sit under the screen, on the power button or on the back. Wipe the area gently with a soft, dry microfiber cloth. Skin oil, makeup, lint and pocket grime can all get in the way.

Check your screen protector and case

A thick or poorly fitted screen protector is one of the most common causes of fingerprint trouble on phones with an in-screen reader. A case that covers the top edge of the screen can also block face unlock sensors. Take the case off and test. If you recently added a new protector, see whether it's designed for your exact model. Our guide on how to choose a screen protector explains what to look for.

Fixes for Face ID and Face Unlock

• Make sure nothing is covering your face. Sunglasses that block infrared light, masks and hats pulled low can all cause misses. Newer iPhones offer a "Face ID with a Mask" option you can turn on in settings.
• Hold the phone at a normal distance. Roughly arm's length or a little closer works best. Too close and the sensors can't see your whole face.
• Set up an alternate appearance or reset it. On iPhone, go to Settings, then Face ID and Passcode. You can add an alternate appearance, or reset Face ID and set it up again from scratch.
• Check the error message. If your iPhone says Face ID is not available or that it detected a problem with the TrueDepth camera, that usually points to hardware, not settings.

Fixes for Fingerprint Sensors

• Re-register your fingerprints. Delete your saved prints in security settings and add them again. Roll your finger slightly during setup so the phone captures the edges, not just the center.
• Register the same finger twice. Many phones let you save more than one print. Adding your main thumb twice can make recognition more reliable.
• Watch out for dry or wet fingers. Cold Pennsylvania winters dry out skin, and that can make readers struggle. Wet hands cause trouble too. A little moisturizer, wiped off well, often helps.

When It Points to a Hardware Problem

If none of the steps above help, something inside the phone may be damaged. Common causes include:

• A drop or a cracked screen. In-screen fingerprint readers sit right under the display, and the face unlock sensors sit right behind the glass at the top. Damage there can stop them working.
• Liquid exposure. Moisture can affect the sensors and the connections around them. If your phone recently got wet, see our tips on what to do when your phone gets wet.
• A previous repair. On many phones, biometric parts are paired to the phone's main board. If the wrong part was swapped or a cable was damaged during an earlier repair, face or fingerprint unlock can stop working.

Why pairing matters

Because some of these parts are paired to the phone for security, not every biometric problem can be fixed by simply swapping in a new sensor. That's why it's worth having a technician look before you buy parts online. We'll test your phone, explain what we find and tell you honestly what your options are, including when a fix has to go through the manufacturer.

Protect Your Data in the Meantime

While biometrics are down, your passcode is your only way in, so make sure you remember it. If you're unsure, now is a good time to confirm your phone is backed up to iCloud or Google so nothing is lost if you're ever locked out.

Need a Hand? Stop By

If Face ID or your fingerprint reader still isn't cooperating, bring your phone to We Fix Phones N More at 801 County Line Rd in Horsham. We help customers from all over Bucks and Montgomery counties with phone repairs of every kind. Stop in or call us at 215-323-4750 and we'll take a look.