How do I fix Face ID & Stolen Device Protection problems on my daughter's iPhone 11 Pro?

Question

How do I fix Face ID & Stolen Device Protection problems on my daughter's iPhone 11 Pro?

Dear User Community

My daughter is experiencing a problem with her iPhone which unfortunately means that many of her apps and functionalities have been locked out.

There seems to be some software conflict between FaceID and Stolen Device settings. For some reason the device seems to think it has been stolen (it has not, we are using the device on our usual home WiFi network). To disable Stolen Device, Face ID is required. But FaceID is not functioning properly because Stolen Device is activated. It’s the dictionary definition of a Catch 22.

My daughter contacted the Apple Support telephone service, who confirmed it appeared to be a software glitch but then also told her that the only solution is to buy a new phone. That response deserves it’s own thread. Crazy.

If anyone out there can help with this, I would really appreciate this.

iPhone details:

iOS 18.5

iPhone 11 Pro

Many thanks

Matthew

[Re-Titled by Moderator]

Original Title: FaceID & Stolen Device Conflict

Posted on Jul 4, 2025 9:38 AM

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Answer 1

Top-ranking reply

Mac Jim ID

Level 9

60,584 points

Jul 4, 2025 10:02 AM in response to Matthew Nolan

If Face ID is not working that usually indicates a Hardware issue with the front facing camera. Stolen Device Protection is a feature that can be turned on, and will require Face ID for certain actions. It does not mean that the device thinks it is stolen, that is simply what Stolen Device Protection is to require the Face ID, instead of just a Passcode. It also includes a Security Delay for some actions.

About Stolen Device Protection for iPhone - Apple Support

If Stolen Device Protection is turned on and also the extra step taken to require Face ID, instead of just relying on the Security Delay, then if the camera is damaged, you will need to get the device serviced to fix the camera. You certainly would not need to purchase a new phone.

I ** not sure why they told your daughter that it is a Software glitch, as that is exactly how the feature is supposed to work. It is not turned on by default, so you must explicitly set it. After you require Face ID, there is no way to bypass it without needing Face ID as that would defeat the whole purpose of providing that extra security.

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Answer 2

Jul 4, 2025 10:13 AM in response to Mac Jim ID

Thank you Jim - much appreciated

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