How to fix stolen Face ID after stolen device mode has been activated

If Face ID is malfunctioning and Stolen Device Protection is enabled, contact Apple Support.

Contact Apple for support and service - Apple Support

If you are trying to turn off Stolen Device Protection when Face ID is not working, there are two options to try.

First, when you are prompted with Face ID, if there is a Try Again button, keep tapping that and failing Face ID until you are prompted with entering your passcode. Thus turning off Stolen Device Protection.

Second, if there is no Try Again button, you have to log onto iCloud.com/find on the web then select your iPhone from the list and Remove From Account. That doesn’t require Face ID and will turn off Activation Lock (Stolen Device Protection). Then you can turn Find My back on after and Stolen Device Protection will remain turned off.

Note that there may be a 1 hour security delay when turning Stolen Device Protection off.

Zachyy wrote:

MrHoffman, I would like to chime in. When I contacted Apple Support regarding turning off Stolen Device Protection when Face ID is not working, they gave me the second option above.

{the phone is probably headed for a repair, if Face ID is not working}

MrHoffman wrote:

Zachyy wrote:

MrHoffman, I would like to chime in. When I contacted Apple Support regarding turning off Stolen Device Protection when Face ID is not working, they gave me the second option above.

{the phone is probably headed for a repair, if Face ID is not working}

Question, I see a lot of these posts about turning off Stolen Device Protection when Face ID isn’t working on the Community. Should I suggest them service or turn off Stolen Device Protection with the advice I provided above?

MrHoffman, I would like to chime in. When I contacted Apple Support regarding turning off Stolen Device Protection when Face ID is not working, they gave me the second option above.