Apple Updates Repair Policy for iPhone X Units With Face ID Issues

by

Apple has updated its service policy for a limited number of iPhone X units that may be experiencing issues with Face ID.


Apple Stores and Apple Authorized Service Providers are now authorized to perform a whole unit replacement for iPhone X units with Face ID issues, instead of a display repair, according to an internal document obtained by MacRumors.

Apple Stores and Apple Authorized Service Providers have been advised to first run diagnostics on the iPhone X's rear camera and potentially repair that system if necessary to see if that resolves the problem. If the issues persist, then a whole unit replacement is now permitted, the document states.

There appears to be some kind of link between failure of the iPhone X's rear camera and front TrueDepth system, although it's not entirely clear.

The document in full reads:

In order to provide the best customer experience, if a customer reports that their iPhone X is having Face ID issues, you may be able to resolve the issue with a rear camera repair. Run AST 2 on the customer’s device to check the camera. If the diagnostics find issue with the camera, perform the repair to see if the issue is resolved. If the issue is not resolved, perform a whole unit replacement instead of a same-unit display repair.

Apple has not commented on this matter publicly, or launched any sort of official repair program, as these are internal guidelines.

Affected customers can book an appointment with an Apple Authorized Service Provider or Apple Store via the Contact Apple Support page: iPhone → Repairs & Physical Damage → The Topic is Not Listed → Bring In For Repair. Following those steps also presents options to contact Apple by phone or email.

Tags: Face ID, GSX

Top Rated Comments

(View all)
Avatar
31 months ago



The fix for FaceID/front camera issues has never been a display repair for iPhone X... as the FaceID technology/front facing camera are not located on the display itself like previous phones.

Well, I'm only going off what Apple wrote in its document.

Also, an Apple Authorized Service Provider told me Face ID issues did require a display repair. I asked.
Score: 5 Votes (Like | Disagree)
Avatar
31 months ago

When it fails, does FaceID not work at all or is it much slower than usual to respond? I’m guessing the former.

It will say “faceID not available. Try again later” setting it up and never go past that
Score: 3 Votes (Like | Disagree)
Avatar
31 months ago

Fortunately the replacement came with 11.1 and was manufactured in November so it isn’t even a refurb. But I wouldn’t care about that at this point one way or another, just wanted a jailbreakable version and got lucky

I haven’t done it since iOS 6. Most of them have been semi-tethered and I’m not sure we’ll ever see another untethered JB ever again after 9.1. The last iPhone to have an untethered JB was the 6S! Unless there is some major breakthrough soon, that’s going to be 3 years. I remember the days when nearly every point release or at last major release had one really quickly. Jailbreakme was even more remarkable by being able to do it through Safari.

I wonder whether it has truly become almost impossible or if it’s mostly due to Apple’s bounty program. There is no question that it takes much more skill and effort than ever before whatever the reason is.
Score: 1 Votes (Like | Disagree)
Avatar
31 months ago
so I guess now is not the time to buy an iPhone X. I was thinking about upgrading to it from a 7plus but I think it might be better to wait until the next version comes out.
Score: 1 Votes (Like | Disagree)
Avatar
31 months ago

I’ve had FaceID problems since launch.

It works fine for a few weeks, then stops working / identifying me all together. It just rejects and prompts me for my passcode almost instantly.

Resetting/retraining Face ID doesn’t fix it, but a full reset/restore does. I’ve stopped using it altogether due to the hassle.

(Anyone else had this same issue?)

I guess I will make a appointment and see what’s happens.

I’ve had mine since late November and I haven’t reset the phone or Face ID once, so by your description it’s worth going to the Apple Store.
Score: 1 Votes (Like | Disagree)
Avatar
31 months ago

I've had my X since launch day. Not only has my FaceID never had issues, it's become quite resilient to things I would consider challenging. It's unlocked my phone while: yawning, brushing my teeth, with my polarized Maui Jim sunglasses on, with any of my glasses in fact. That coupled with the integration into keychain/pws/etc means auto-loading credentials for all sorts of sites/apps/etc is as natural as continuing to look at the phone while you do stuff.

It's fast, works exceptionally well, and I don't miss TouchID even a little.

That’s nice. Thank you for being a Beta Tester. Face ID .v2 on the way for everyone else. :apple:
Score: 1 Votes (Like | Disagree)

Top Stories

iOS 14 Widgets Offer iPhone Users Creative Home Screen Ideas

Sunday September 20, 2020 8:43 pm PDT by
Updated on September 22nd with hands on video. In iOS 14, Apple introduced ‌the concept of Home Screen‌ widgets, which provide information from apps at a glance. Widgets can be pinned to the Home Screen in various spots and sizes, allowing for many different layouts. Despite the relative lack of...

iPhone 12 Lineup Rumored to Be Named 'iPhone 12 mini,' 'iPhone 12,' 'iPhone 12 Pro,' and 'iPhone 12 Pro Max'

Monday September 21, 2020 5:24 am PDT by
Leaker known as "L0vetodream" has today shared the alleged naming for the upcoming iPhone 12 lineup on Twitter. The tweet proposes that the upcoming iPhone 12 models will be titled "iPhone 12 mini," "iPhone 12," "iPhone 12 Pro," and "iPhone 12 Pro Max." The names likely correspond to the three expected sizes of iPhone 12, with the 5.4-inch model being the iPhone 12 mini, the 6.7-inch model ...

PSA: New Apple Watch Owners Have to Return Entire Device for Ill-Fitting Solo Loop or Braided Solo Loop

Monday September 21, 2020 3:26 pm PDT by
With the Apple Watch Series 6, Apple introduced two new band options, the Solo Loop and the Braided Solo Loop. These new bands are unique because they have no clasps, buckles, or other fasteners, and instead use a stretch design to allow them to pull onto the wrist over the hand. Because these bands are not adjustable, Apple sells each one in nine different sizes to make sure each person...

Apple Releases First Public Betas of iOS 14.2 and iPadOS 14.2 With New Shazam Control Center Options

Monday September 21, 2020 10:34 am PDT by
Apple today seeded the first public betas of upcoming iOS 14.2 and iPadOS 14.2 updates to its public beta testing group, a few days after seeding the first betas to developers and a little less than a week after releasing the iOS 14 and iPadOS 14 updates. Public beta testers who have signed up for Apple's beta testing program can download the iOS and iPadOS‌ 14.2 updates over the air after ...

Kuo: Apple to Accelerate Adoption of Mini-LED Displays in iPad and Mac Notebook Lineups

Sunday September 20, 2020 10:00 pm PDT by
Increased competition among Apple's suppliers for mini-LED display chips will accelerate the company's adoption of the advanced technology in its iPad and MacBook lineups, according to a new research note from analyst Ming-Chi Kuo seen by MacRumors. Kuo says that while Epistar had been predicted to be the exclusive supplier of mini-LED chips for Apple products in 2021, Sanan Optoelectronics...

AirPods Studio Rumored to Come With U1 Chip, Ultra-Wideband Said to Be Vital to Future Apple Ecosystem

Sunday September 20, 2020 6:17 am PDT by
Proven leaker known as "L0vetodream" has today shared a range of information about the ultra-wideband U1 chip in Apple's upcoming AirTags item trackers and AirPods Studio headphones. The first of a series of tweets shared today simply stated that AirPods Studio will contain an ultra-wideband U1 chip. It seems likely that the U1 chip would be used in AirPods Studio to track the location of...

AT&T Already Working on 6G, Says 5G iPhones Might Not Be 'Massive Event' Due to Economic Uncertainty

Monday September 21, 2020 10:05 am PDT by
Apple's upcoming launch of 5G iPhones might not be a "massive event" due to economic uncertainty amid the global health crisis, AT&T Communications CEO Jeff McElfresh said in a paywalled interview published by CNBC. "I do believe that you will see many of the iPhone subscribers move to upgrade to the device," said McElfresh. "But I wouldn't forecast that it's going to be a massive event. I...

Microsoft Announces Outlook for Mac Redesign, Improvements to iOS and watchOS Apps

Tuesday September 22, 2020 8:56 am PDT by
Microsoft has today announced plans to bring a new design to its Outlook for Mac app along with several other improvements and features for Outlook on iOS and watchOS. In preparation for the public release of macOS Big Sur, Microsoft has been testing a new design for Outlook on Mac. The design includes Microsoft's Fluent icons and several design cues from Big Sur such as rounded corners....

iOS 14 Adoption Surpasses 25% Across iPhone and iPad Five Days After Release

Monday September 21, 2020 9:06 am PDT by
Five days after Apple released iOS 14, adoption of the software update has reached approximately 26 percent of active iPhone, iPad, and iPod touch devices, according to mobile analytics company Mixpanel. This includes iPadOS 14. iOS 14 adoption appears to be outpacing iOS 13, which was installed on approximately 20 percent of active devices one week after its release last year, according to...

When Will the iPhone 12 Launch? Here's What We Know

Wednesday September 16, 2020 6:12 am PDT by
Yesterday's "Time Flies" Apple event saw the release of the Apple Watch Series 6, Apple Watch SE, iPad 8, and iPad Air 4, but no new iPhone models. Rumors before the event strongly alleged that it would not see the unveiling of new iPhones, with many reports pointing to an October launch. The lack of new iPhone models yesterday seems to confirm that the iPhone 12 lineup will not appear...