Face ID or Fingerprint Not Working? Fixes to Try (Vancouver)

If Face ID or your fingerprint sensor suddenly stops working, the cause is usually simple: something covering the sensor, a recent update, or a fingerprint or face profile that needs refreshing. Work through the quick checks below first. If an error message says the feature is unavailable, or it stopped right after a drop or water exposure, the hardware may need a closer look.

First, is it really broken?

Phones ask for your passcode instead of your face or fingerprint more often than many people realise. That’s a security feature, not a fault. After a restart, after a software update, after several failed attempts, or after the phone hasn’t been unlocked for a while, both iPhone and Android require the passcode, PIN or pattern before biometrics work again.

So if Face ID or your fingerprint worked yesterday and today the phone wants your code, enter it once and try again. If biometrics work normally after that, nothing is wrong.

A real problem looks different: it fails every single time, the phone shows an error saying the feature isn’t available, or the option to set it up is greyed out or missing.

Quick fixes for Face ID on iPhone

Face ID uses the TrueDepth camera system at the top of the screen. It projects and reads an invisible pattern on your face, so anything blocking that area causes trouble.

1. Clean the top of the screen. Skin oil, makeup and pocket lint on the notch or Dynamic Island area are common culprits. Wipe it with a soft, dry, lint-free cloth.
2. Check your case and screen protector. A thick case edge or a screen protector with a bubble, crack or cut-out in the wrong spot over the sensors can interfere. Take the case off and test.
3. Hold the phone correctly. Face ID works best at arm’s length or closer, with the phone facing you. Make sure your thumb or fingers aren’t covering the top edge.
4. Check what’s on your face. Face ID is designed to work with many glasses and sunglasses, but some sunglasses block the infrared light it uses. If yours fail, try with them off.
5. Restart and update. Turn the phone off and on, then check Settings > General > Software Update.
6. Check the settings. In Settings > Face ID & Passcode, make sure “iPhone Unlock” is switched on. You can also add an Alternate Appearance if your look changes a lot.
7. Reset Face ID. In the same menu, tap Reset Face ID and set it up again in good, even light.

On supported models, you can also turn on Face ID with a Mask in the same settings menu, which helps if you wear a face covering on transit or at work.

Quick fixes for fingerprint sensors

Fingerprint sensors come in a few types: Touch ID in the Home button or top button on some iPhones and iPads, sensors in the power button on many Android phones, and in-display sensors under the screen on many newer Android phones. The fixes are similar.

1. Clean and dry the sensor and your finger. Wet, oily or very dry skin reads poorly. Wash and dry your hands, then try again.
2. Warm up cold fingers. On a chilly, damp Vancouver morning, a cold finger straight out of the rain often fails. Give it a few seconds.
3. Re-register your fingerprints. Delete the saved fingerprints and add them again, rolling your finger so the sensor captures the edges as well as the centre. On iPhone this is in Settings > Touch ID & Passcode. On Android, open Settings and search for “fingerprint”, since menu names vary by brand.
4. Add the same finger twice. If one finger keeps failing, saving it as a second entry gives the phone more data to match against.
5. Check the screen protector. In-display sensors are sensitive to what sits on top of them. A thick or poorly fitted protector, or one with an air bubble over the sensor, can stop it reading your print. Many phone makers suggest protectors that are designed for that model’s sensor. After fitting a new protector, re-register your fingerprints.
6. Restart and update. Software updates sometimes fix sensor issues.

When it’s probably a hardware problem

If none of the steps above help, the sensor itself or its connection may be damaged. Signs that point to hardware include:

• A message such as “Face ID is not available” or a note that a problem was detected with the TrueDepth camera.
• The setup screen fails every time, even in good light with nothing covering the sensors.
• It stopped working right after a drop, a cracked screen near the top edge or the fingerprint area, or exposure to water.
• Other parts nearby also misbehave, such as the front camera, proximity sensor (the screen not turning off during calls) or the earpiece.

Face ID and fingerprint hardware is closely tied to the phone’s main board for security reasons. That means whether it can be fixed depends on exactly which part is damaged. A quick inspection is the best way to find out what’s going on before you decide what to do.

Never try to open a phone yourself to reach the Face ID or fingerprint parts. These components are delicate, and damage to them or to the battery underneath can make things worse or create a safety risk.

Did it stop working after a screen repair?

This is a common question. On iPhone, the Face ID parts sit at the top of the screen area, and a screen replacement involves working close to them. On many Android phones with in-display fingerprint sensors, the sensor works through the screen, so the replacement display and any protector on it matter.

If biometrics stopped right after a repair, first try the simple steps above: restart, re-register and remove the protector. If it still fails, contact whoever did the repair and describe exactly what’s happening. Before any repair, it’s also worth backing up your phone so your data is safe whatever happens.

Keep your phone secure in the meantime

While biometrics are out of action, your passcode is your only lock, so make it a good one. A six-digit or longer code, or an alphanumeric password, is much harder to guess than a short one. If you’re worried you’ve forgotten it, read our guide on what to do if you forget your phone passcode before you get locked out.

A few more tips:

• Don’t turn off the screen lock entirely just because Face ID or the fingerprint sensor is annoying you.
• Make sure Find My (iPhone) or Find Hub (Android) is switched on, so you can locate or lock the phone if it goes missing.
• Check that banking and payment apps still have a working way to sign in, such as your passcode or account password.

Getting Face ID or fingerprint problems checked in Downtown Vancouver

If you’ve tried the fixes above and Face ID or your fingerprint sensor still won’t work, bring your phone to the MyChoice Mobile Repair kiosk at 798 Granville Street in Downtown Vancouver and we’ll check what’s going on. We work on iPhone, Samsung and other major brands, including screen repairs, camera issues and software problems. We also carry screen protectors and can install one for you.

We’re open every day from 9 AM to midnight. Call (236) 785-8300 to check your model, or ask for a quote online.