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Face ID Hardware iPhone News

Apple offering replacement iPhone X units following Face ID concerns

Apple will now replace your iPhone X under certain conditions.

The company has instituted a new policy in which users can receive a replacement iPhone X if necessary if your Face ID problems are not fixable by a TrueDepth camera system replacement.

In case of difficulties with Face ID, technicians should first run diagnostics and try a TrueDepth camera module replacement. Should that not resolve a problem, and then a rear-facing camera module swap should be performed per an internal document. If problems persist, the company is recommending that customers be given a new iPhone X, rather than a same-device display repair.


It’s not currently known what the relationship between the TrueDepth system and the rear camera module is. The issue itself seems to be extremely rare, with half of the Genius Bar staff asked about it having not seen it at all.

The policy doesn’t represent a new repair program, or the discovery of a widespread fault with TrueDepth cameras. Instead, it is a modification of a support procedure, something that happens relatively frequently.

It’s unknown as to why the change was made, though it seems to indicate that Apple has enough iPhone X units in inventory for this to be permitted. While the iPhone X initially saw crushing demand with weeks-long delays upon its release, shipping times have improved and it’s now possible to walk into a U.S. Apple store and find most or all iPhone X configurations available, or order online and expect the fastest possible delivery.

It’s unknown if the updated Face ID policy will apply to upcoming devices, such as an expected iPad Pro refresh or this fall’s three new iPhones. These should include 5.8- and 6.5-inch OLED models, and a cheaper 6.1-inch LCD unit, but even the LCD phone is expected to adopt Face ID.

Stay tuned for additional details as they become available.

Via AppleInsider