Face ID on an iPhone XS Max fails for reasons Apple's guide lists in order, and almost all of them are simple. Make sure the TrueDepth camera at the top of the screen is clean and not covered by a case, a screen protector or a smudge; make sure your eyes, nose and mouth are visible, since by default a mask or something over the mouth and nose stops Face ID; and hold the phone about an arm's length away, facing it. Check Settings, Face ID and Passcode that the features you want are on and that Face ID is set up.
Update iOS, restart the phone, and if it still fails, set up Face ID again after resetting it in the same settings. The message Face ID is not available in an unavailable state can point to a damaged TrueDepth camera, which needs Apple service and often follows a drop or water damage. Face ID needs the phone to see your face at a natural angle, so if you hold the phone flat on a desk, the angle is wrong. Lift the phone to face level, and try in normal light, since direct sun can overwhelm the infrared sensor.
Differential
Likely causes of “Apple iPhone XS Max biometric unlock is not working”, and how to tell them apart
- 1
A dirty or covered camera
What separates it Face ID misses often
How to confirm Clean the notch area and remove the protector or case that covers it
- 2
A face partly covered
What separates it Face ID fails with a mask or sunglasses
How to confirm Show eyes, nose and mouth, or set up an alternate appearance
- 3
Settings off
What separates it The option for unlocking is off
How to confirm Settings, Face ID and Passcode, turn on iPhone Unlock
- 4
A software glitch
What separates it It stopped after an update
How to confirm Restart and update iOS
- 5
A damaged TrueDepth camera
What separates it Face ID is unavailable after a drop or water
How to confirm Book Apple service
Before you touch a setting
Record this first — changing settings destroys the evidence
- The message shown
- Whether a case or protector covers the camera
- Whether it began after a drop, water or an update
- Whether you set up an alternate appearance
Try in this order
0 of 8 completedClean and uncover the camera
ReversibleWipe the top of the screen and remove any cover over the TrueDepth camera.
Check your face is visible
ReversibleFace the phone at an arm's length with eyes, nose and mouth in view.
Check the settings
ReversibleSettings, Face ID and Passcode, make sure the features are on.
Restart and update
ReversibleRestart and install the newest iOS 18 update.
Reset Face ID
ReversibleTap Reset Face ID and set it up again.
Book service if it is unavailable
ReversibleA damaged camera needs Apple.
Hold the phone at face level
ReversibleRaise the phone so the camera faces you straight on rather than from below or above.
Add an alternate appearance
ReversibleIn Settings, Face ID and Passcode, choose Set Up an Alternate Appearance if your look changes with glasses or a beard.
Model-specific
What is true of this model and not of its siblings
- Clean first
- A smudge over the camera is the commonest cause.
- The passcode
- The passcode always works while you sort it out.
- Sunlight
- Strong direct sun can confuse the infrared sensor, so try shade.
- Screen protectors
- A thick protector or a notch cutout that overlaps the sensors can interfere with the TrueDepth camera.
Stop boundary
When this stops being a self-service repair
- !If Face ID is unavailable after a reset and re-setup, book Apple service
- !If Face ID stopped after a drop, the camera may be damaged
- !You can use the passcode meanwhile
Evidence ledger
Sources behind this answer
Exact questions
Common questions
Why does Face ID not work on my XS Max?+
A covered camera, settings or a software glitch.
Can I use Face ID with a mask?+
Not by default on this phone.
What if Face ID is unavailable?+
It may be damaged; book service.
Can I set it up again?+
Yes, after resetting.
Does Face ID work in the dark?+
Yes, it uses infrared.
Why does Face ID fail after a screen replacement?+
Third-party repairs can disturb the camera pairing.
biometric unlock: model differences
Also covered: Apple iPhone 14 family; Apple iPhone 13 family; Apple iPhone 12 family; Apple iPhone 11 Pro Max; Apple iPhone 11 family; Apple iPhone XS family.