Can't turn off stolen device protection but my face id is broken

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Level 1

4 points

Can't turn off stolen device protection but my face id is broken

I have a new iPhone and my older iPhone's face id is already broken. And when I was trying to set my new phone up with my older iPhone, I can't because it required the face id when it's already broken. Then, the 'stolen device protection' turned on. But I can't turn it off, again, bc the face id is already broken. And now I can't turn it off and I also can't set my new phone up. Is there any way to turn it off?

iPhone XS Max, iOS 18

Posted on Aug 20, 2025 6:57 AM

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Answer 1

Top-ranking reply

Lawrence Finch

Community+ 2025

Level 10

228,792 points

Aug 20, 2025 7:26 AM in response to valishae

Contact Apple support for guidance:

Best way:

Install the Apple Support app on your iPhone or iPad - you can contact support directly from the app, and the tech will have (with your permission) access to diagnostic data on your device

Other options:

- Click on “Support” at the top or bottom of this page
- Go to Contact Official Apple Support

(Note that both of the above have options to receive a callback or chat)

- Call Apple Support; the phone numbers are in this link→Contact Apple for support and service - Apple Support
- Make a Genius Bar appointment at an Apple Store→Genius Bar Reservation and Apple Support Options - Apple
- Find an Apple store or Apple partner service provider→Find Locations

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Answer 2

valishae Author

Level 1

4 points

Aug 20, 2025 7:05 AM in response to valishae

I cant even see the countdown. huhuhu is there any way to turn this off so i can set up my phone???

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