iPhone Duo Troubleshooting Touch ID Issues
Guided steps to help resolve issues
Identify issues
Read the relevant support articles if you notice any of the following issues:
Device can’t read a fingerprint
Can’t enroll a finger in Touch ID settings
Can’t make a purchase using Touch ID
Relevant support articles
If the issue wasn’t resolved by following a support article, continue to the next section.
Try quick troubleshooting steps
Not everyone may be able to use the fingerprint scanner feature. Some people lack the impedance needed to activate biometric sensors, which is normal and not a service issue. If possible, try to activate a functioning device with Touch ID to verify whether you’re among this small group of users.
Clean the iPhone, focusing on the Touch ID sensor, with a clean, lint-free cloth.
Important: Unplug all cables and turn off the iPhone first. Don’t use products containing bleach or hydrogen peroxide. Avoid getting moisture in any openings and don’t submerge the iPhone in any cleaning agents. Don’t use compressed air.
Ensure that your fingers are clean and dry.
Moisture, lotions, sweat, oils, cuts, or particularly dry skin may affect fingerprint recognition. Certain activities can also temporarily affect fingerprint recognition, including exercising, showering, swimming, cooking, and other conditions.
Service isn’t recommended for issues with a specific finger or fingers. If you have an issue with specific fingers, be aware that in some cases Touch ID may be unable to match those fingers consistently. The cause is usually the readability of the specific fingerprint. You can try to enroll the finger later or use a different finger for Touch ID. If you’re unable to enroll any fingers on the device, then the Touch ID sensor may have a service issue.
Check for obstructions, such as a screen protector around the Touch ID sensor and ring.
Run manual and diagnostic tests
If the issue wasn’t resolved by following a support article or trying the quick troubleshooting steps, run these diagnostic and manual tests to help isolate the cause of the issue:
Open and inspect the iPhone
If the issue wasn’t resolved or isolated by following support articles or running diagnostics tests, refer to the iPhone repair manual to open and inspect the iPhone. A damaged or out-of-place part may be causing one of the issues.
Inspect all relevant internal cables and connectors for damage or tampering, such as a film or foreign material blocking a connector.
Note: This section requires ordering parts and tools. Replacing a part may not resolve the device’s issue. You can find other service options at support.apple.com/repair.
Replace the part
If the issue wasn’t resolved or isolated by following the previous steps, replace the Touch ID assembly.
After the repair is completed, turn on the device and verify display and Touch ID functionality.
Note: This section requires ordering parts and tools. Replacing a part may not resolve the device’s issue. You can find other service options at support.apple.com/repair.