Face ID is an advanced facial recognition system developed by Apple and introduced with the iPhone X in 2017. It allows users to unlock their iPhone, authorize purchases, and access sensitive data just by looking at their device. While Face ID is considered very secure and convenient by most users, some have reported issues getting it to work properly in certain situations, such as at the Apple Store.
Common Reasons for Face ID Failures at the Apple Store
There are a few main reasons why you may be running into problems using Face ID at an Apple retail store location:
Wearing a Mask
Face ID relies on analyzing a user’s facial features to authenticate them. This includes mapping out details around the eyes, nose, and mouth. If those areas are obscured by something like a protective face mask, then Face ID can have trouble recognizing you. Apple Stores currently require all customers to wear a mask for health safety reasons due to the pandemic. So for many, this is the most likely cause of Face ID struggles in-store.
Standing at an Odd Angle
For the best results, you need to hold your iPhone about 10-20 inches away from your face and look directly at the device. If you’re standing at an unusual angle, like looking down at your phone resting flat on a demo table, then Face ID may have issues properly scanning your face.
Swiftly Glancing at Your Phone
Face ID does require a brief moment to fully scan and authenticate your facial features. If you’re quickly glancing at your iPhone to check a notification or briefly showing it something, that may not provide Face ID enough time to work properly. For reliable results, be sure to deliberately look at your phone when using Face ID.
Bright Lighting Conditions
Excessive brightness, glare, or harsh shadows can also throw off Face ID. Apple Stores often have bright spotlights and sunlight streaming in through large glass windows or doors. This environment could make it hard for the Face ID sensors and cameras to properly see your face.
Young Age or Similar Sibling
Face ID relies on distinct facial characteristics to tell people apart. Children under 13 generally have very similar facial structures, which makes it hard for the system to differentiate. And even some siblings or family members closely resemble each other. If Face ID has trouble telling you apart from a lookalike relative, it may fail to unlock.
Recently Changed Physical Appearance
Major changes to your physical appearance can also cause Face ID confusion. This includes things like growing a beard, getting plastic surgery, significantly gaining or losing weight, or injuries causing bruising/swelling. Face ID builds a mathematical model of your face, so if things change drastically that model won’t match anymore.
Tips for Improving Face ID Success in Apple Stores
If you’re struggling to get Face ID to work at an Apple Store, there are some steps you can take to boost your odds of success:
Remove Any Face Masks
Ideally, remove any mask covering your mouth/nose if permitted by the store for a short time. This eliminates a major barrier for Face ID. Be sure to reapply the mask when done for health safety.
Position Yourself Properly
Stand about 10-20 inches back from your phone’s screen and look directly at it without tilting your head. Avoid having the phone flat on a tabletop or counter.
Aim Camera at Eye Level
Hold the iPhone so the front-facing TrueDepth camera is level with your eyes. Looking straight on rather than down improves accuracy.
Give Face ID Time to Scan Face
Wait a beat or two while steadily looking at your phone to allow the system to fully scan your facial features before glancing away.
Reset Face ID and Rescan Face
You can try resetting Face ID in your iPhone settings which clears the stored facial model. Then carefully rescan your face in optimal lighting conditions.
Disable Face ID Temporarily
As a last resort, you can disable Face ID and use your passcode to unlock your iPhone instead while at the Apple Store.
Troubleshooting Face ID Problems
If the basic tips don’t resolve your Face ID issues at the Apple Store, try some additional troubleshooting steps:
Update to Latest iOS Version
Make sure your iPhone is updated to the newest iOS version. Apple is continually tweaking and improving the Face ID system.
Check for Obstructions
Carefully inspect the front-facing TrueDepth camera for any obstructions like dust, smudges, or fingerprints blocking the sensors.
Disable Animated Emojis
The animated emoji feature can sometimes interfere with Face ID. Turning this off may help.
Disable Attention Aware Feature
Disabling the Attention Aware option that requires you to look at the iPhone can resolve issues for some users.
Book Genius Bar Appointment
Consult with Apple Genius Bar experts who can run diagnostic tests and assess any underlying hardware issues impacting Face ID.
Contact Apple Support
If Genius Bar troubleshooting doesn’t solve your problem, reach out to Apple Support via phone, chat, email for additional assistance.
Why Apple Store Environment Causes Issues
The Apple Store environment itself can cause some unique issues that may prevent Face ID from working properly at times:
Bright Lights and Glare
The bright spotlights used and sunlight streaming in through glass walls/doors causes light levels that can disrupt Face ID camera sensors.
Cluttered Background
Messy backgrounds with people and objects moving behind you makes it hard for Face ID to focus and recognize your face alone.
Distractions
Customers handling and testing out devices around you serve as visual distractions that interfere with Face ID properly reading your facial features.
Motion
Lots of movement from store employees and customers causes changes in angles and lighting that mess with Face ID.
Mask Requirement
Required face masks block key parts of users’ faces, preventing proper Face ID facial mapping.
Rushed Interactions
Quickly glancing at an iPhone rather than deliberately positioning your face prevents successful Face ID unlocking.
When to Take Your iPhone to Apple for Face ID Issues
While many Face ID problems can be fixed by troubleshooting, there are some signs that indicate a deeper hardware issue may be at play:
- Face ID fails repeatedly under normal conditions.
- The TrueDepth camera seems damaged or defective.
- You see an error message that “Face ID is not available.”
- Resetting Face ID and rebooting/updating your iPhone doesn’t help.
- The issues began after dropping or damaging your iPhone.
In these cases, it’s best to schedule an appointment at the Apple Store Genius Bar or another Apple Authorized Service Provider. A technician can fully evaluate your iPhone’s hardware and repair or replace any components as needed to restore proper Face ID function.
Apple Store Workarounds for Face ID
Until you’re able to get your iPhone properly serviced, there are some workarounds you can use to get by at the Apple Store without Face ID:
Type Passcode
Bypass Face ID by entering your device passcode to unlock your iPhone and authorize purchases.
Use Apple Pay
Even with Face ID disabled, you can still use Apple Pay on your Apple Watch or debit/credit cards added to your Apple Wallet app.
Carry Receipt
Keep your purchase receipt available so you can visually verify purchases if your Face ID isn’t working.
Ask for Assistance
Request help from a Specialist to authorize any actions needed through their employee devices.
Preventing Future Face ID Issues at Apple Stores
Once you’ve corrected any existing Face ID problems, you can take proactive measures to avoid similar issues recurring during future Apple Store visits:
Update to Latest iOS
Download new iOS versions promptly to get Face ID improvements and bug fixes.
Reset Face ID
Periodically reset Face ID to clear out any data distortions from changes over time.
Rescan Face
Redo the Face ID facial scan every few months under ideal conditions to refresh its face model.
Check Face ID Settings
Customize options like Attention Awareness to maximize Face ID performance.
Avoid Face Alterations
Minimize major changes to hairstyle, facial hair, cosmetic procedures, and accessories that alter your look.
Handle iPhone with Care
Prevent damage to your iPhone and TrueDepth camera by using cases and screen protectors.
Conclusion
Getting Face ID to work reliably at the Apple Store can be frustrating when unique challenges like masks, bright lighting, and distractions interfere. By troubleshooting issues, adjusting settings, and getting hardware repairs when needed, you can get Face ID functioning smoothly again. With some preventive care going forward, you can avoid further issues and have a seamless experience using Face ID to authorize actions in Apple Stores.
