Some iPhone 18 Pro and Pro Max owners are running into Face ID failures just days after the phone started arriving on September 18. Apple’s own support page for the issue points to an unexpected culprit: privacy screen protectors.
What Users Are Reporting
According to MacRumors, a Reddit post first spotted by 9to5Mac describes Face ID authentication failing for specific actions, like unlocking a locked app. The phone then freezes and reboots to the lock screen. Separately, some MacRumors forum members report a “Face ID is Not Available” message when trying to set up Face ID for the first time. Others say the “Require Attention for Face ID” setting isn’t always being respected.
It’s unclear how many iPhone 18 Pro units are affected. MacRumors describes it as hit or miss, not something every buyer is running into.
Apple’s Own Fix: Remove the Screen Protector
Apple’s support document on Face ID troubleshooting includes a section specific to the new TrueDepth camera on iPhone 18 Pro models. Apple moved that camera to the top-left corner of the display this generation, to shrink the Dynamic Island. Apple’s own text lists a short set of things to try if Face ID won’t work with the new camera placement. It starts with “Removing privacy screen protectors.”
The rest of that list covers removing glasses or adjusting a mask in low light, removing heavy makeup, and avoiding strong backlight from the sun. Apple’s guidance was last published September 17, so it predates this week’s wave of user complaints. It isn’t a new response to them — just standing advice that happens to line up with what affected owners are running into.
Why This Might Be Happening
Apple relocated Face ID’s infrared camera to fit under a smaller Dynamic Island on the iPhone 18 Pro and Pro Max. That’s a hardware change from prior iPhones, where the sensor sat in a wider notch or pill with more clearance. A screen protector that was fine on last year’s iPhone can end up sitting closer to, or slightly covering, the new camera’s exact position. That would explain why removing one is Apple’s first suggested fix, rather than a software reset.
MacRumors notes it’s still unclear if this hardware change is the root cause of the broader freeze-and-reboot reports. It could instead be a separate software bug Apple needs to patch in a future iOS 27 update.
What to Do If You’re Affected
- Try removing any privacy screen protector and re-test Face ID
- Restart the phone and re-attempt Face ID setup
- If Face ID still won’t set up, go to Settings > Face ID & Passcode > Reset Face ID, then set it up again
- If the problem persists, Apple’s page directs users toward its official service/support channel
As of this writing, no separate Apple statement addressing the freeze-and-reboot pattern specifically has surfaced beyond this standing support document.
Source: Apple Support, MacRumors