How to Fix Face ID Not Working on iPhone XS Max

Face ID on the iPhone XS Max is usually fast and reliable — until it’s not. If your iPhone suddenly stops unlocking with your face, or you’re getting prompted for a passcode too often, don’t worry. There are a few easy ways to troubleshoot and fix it. Here’s what to try.

When It’s Normal for Face ID to Ask for a Passcode

Before diving into fixes, know that Face ID will ask for your passcode in these cases:

The iPhone was just restarted or turned on.
It hasn’t been unlocked for more than 48 hours.
You haven’t used Face ID in 4 hours and not used your passcode in over 6.5 days.
After 5 failed Face ID attempts.
After using Emergency SOS or remote lock.
After a Face ID reset or software update.

If none of these apply and Face ID still isn’t working properly, follow the steps below.

1. Update iOS

Software bugs often affect Face ID, especially after major updates.

Go to Settings > General > Software Update.
Download and install any available update.
Restart your phone after updating just to be safe.

2. Re-Set Up Face ID

Sometimes the initial scan just doesn’t stick right.

Go to Settings > Face ID & Passcode.
Tap Reset Face ID.
Then tap Set Up Face ID and follow the prompts.
Make sure your face is well-lit and you move your head in a circle as instructed.

3. Restart Your iPhone XS Max

This clears out minor glitches that could be interfering with Face ID.

Press and quickly release Volume Up.
Press and quickly release Volume Down.
Hold the Side button until you see the Apple logo.

4. Check the TrueDepth Camera

Face ID won’t work if the camera can’t see you clearly.

Remove any case, screen protector, or dirt from the front of your phone.
Wipe the area around the front-facing camera (top of the screen).
Make sure the lens isn’t scratched or damaged.

5. Make Sure Your Face is Visible and Positioned Correctly

Face ID works best from about 10 to 20 inches away.
Try removing sunglasses or hats — some lenses block infrared light.
Hold the phone in portrait mode directly in front of your face.

6. Factory Reset as a Last Resort

If all else fails, you can reset the device and set it up as new.

Warning: This erases everything. Back up your iPhone first.

Plug your iPhone XS Max into a computer and open iTunes (or Finder on macOS Catalina or later).
Select your device when it appears.
Click Back Up Now if you haven’t already.
Then click Restore iPhone and confirm.
Once the reset is done, set up your phone again — and test Face ID before restoring a backup.

If Face ID is still not working even after a full reset, it’s likely a hardware issue with the TrueDepth camera system. Contact Apple Support or visit an Apple Store for inspection.