Apple’s iPhone 18 Pro and Pro Max started reaching customers on September 18, and within days, some owners began running into Face ID problems. The most serious one happens when Face ID fails inside a protected app, such as Passwords, private Safari tabs, or banking apps: according to 9to5Mac, the phone can freeze completely, then panic and reboot back to the lock screen, sometimes leaving a “panic-full” diagnostic log behind. The outlet says it reproduced this on at least one European unit, and similar reports have come in from South Korea and elsewhere. A separate issue affects setup itself, with MacRumors noting some users see “Face ID is Not Available” when trying to configure it, or find the “Require Attention for Face ID” setting behaving inconsistently.
The likely cause traces back to a hardware change: the 18 Pro moves its infrared TrueDepth camera underneath the display, toward the upper-left corner, which is how Apple shrank the Dynamic Island this year. Apple’s support documentation confirms the new camera position and warns that anything covering it can interfere with Face ID, though there’s no confirmed evidence the hardware itself is defective. 9to5Mac suspects the freeze/reboot bug is a software issue in iOS 27 rather than a hardware fault. Separately, some matte and privacy screen protectors are reportedly interfering with the under-display camera, per warnings from Japanese accessory makers and reviewers like Dave2D; clear protectors don’t seem to have the same problem.
How widespread this is remains unclear. MacRumors says not all users are affected, and Apple hasn’t confirmed a specific bug, given an affected-device count, or identified a hardware cause. Some users who’ve contacted Apple Support say they were offered replacements, though that doesn’t by itself confirm a hardware issue.
| Problem | Reported behavior | Likely explanation |
| Face ID retry bug | Failed Face ID → freeze → reboot | Suspected iOS 27 software bug |
| Setup issue | “Face ID is Not Available” | Cause not confirmed |
| Screen protector | Face ID becomes unreliable | Interference with under-display IR camera |
As of September 22, Apple hasn’t announced a recall or replacement program. Its official troubleshooting guidance covers updating iOS, checking Face ID settings, keeping the TrueDepth camera uncovered, and removing problematic screen protectors, with added guidance for the 18 Pro’s new camera position. Several reports expect the freeze/reboot bug could eventually get a software fix, but Apple hasn’t confirmed one yet.
M Adnan Akram is the founder and lead writer at Phoonomo, covering mobile technology with a primary focus on Apple and the broader smartphone industry, alongside emerging developments in AI. He follows product launches, spec leaks, and industry trends closely to keep readers informed with timely updates.
Discover more from Phoonomo
Subscribe to get the latest posts sent to your email.
