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LilyLuna97_
User level: Level 1 (4 points)

interaction between Lost Mode, stolen device protection and damaged Face ID system


  1. since i can’t use the phone, I deactivated lost mode from the find my app on another device.
  2. even though im at home with the usual wifi, the phone made no connection. I had to change the settings of the simcard, put it back in, and thankfully it automatically connected to 5G.
  3. iphone got cellular now and recognised its not lost anymore. the message of loss on the screen disappeared.
  4. i double checked on icloud.com. lost mode is definitely deactivated.
  5. i see the normal lock screen again. i enter passcode. then it asks for face id as confirmation of identity.
  6. it tries to recognise me, the infrared sensors are blinking, but the screen is damaged severely so it doesn’t see me properly.
  7. there is no way around it.
  8. support guy didn’t help
  9. i honestly consider ripping the top part of the screen open so face id can see me again.


Posted on Nov 4, 2026 9:21 PM

5 replies

lobsterghost1
User level: Level 10 (233,174 points)

Nov 4, 2026 9:29 PM in response to LilyLuna97_

LilyLuna97_ wrote:
1.
since i can’t use the phone, I deactivated lost mode from the find my app on another device.
2. even though im at home with the usual wifi, the phone made no connection. I had to change the settings of the simcard, put it back in, and thankfully it automatically connected to 5G.
3. iphone got cellular now and recognised its not lost anymore. the message of loss on the screen disappeared.
4. i double checked on icloud.com. lost mode is definitely deactivated.
5. i see the normal lock screen again. i enter passcode. then it asks for face id as confirmation of identity.
6. it tries to recognise me, the infrared sensors are blinking, but the screen is damaged severely so it doesn’t see me properly.
7. there is no way around it.
8. support guy didn’t help
9. i honestly consider ripping the top part of the screen open so face id can see me again.

"The screen is damaged severely?" You need to have the screen replaced on your phone. It's like wanting to drive a car, but the steering wheel is damaged and you can't turn the wheels.


Schedule an appointment at your Apple Store Genius Bar to get the screen replaced, which for an iPhone 13 Mini will cost $229 (in the US) --> https://support.apple.com/iphone/repair/screen-replacement?services=service


LilyLuna97_ Author
User level: Level 1 (4 points)

Nov 4, 2026 9:50 PM in response to lobsterghost1

no the phone is broken on the back and the sides too. i need to buy a completely new one or i can get a refurbished 13 mini again in pristine condition for 250€

i need to know if it’s normal that i can’t get into my own phone.

i need acces to the phone to be able to transfer whatsapp. and a few local data. most is in the cloud anyways.

is there any option to confirm my identity through icloud rather than face id? why does it even require the face id so badly when lost mode is already turned off?

Bob Timmons
User level: Level 10 (199,348 points)

Nov 4, 2026 9:33 PM in response to LilyLuna97_

support guy didn’t help


Did the support guy tell you that things are not going to work correctly again until you have the screen replaced?




LilyLuna97_ Author
User level: Level 1 (4 points)

Nov 4, 2026 9:41 PM in response to LilyLuna97_

LilyLuna97_ Author
User level: Level 1 (4 points)

Nov 4, 2026 9:48 PM in response to LilyLuna97_

i think the dot projector is inhibited. would it help if i manually remove a tiny piece of the broken glass that covers it

(even though a solution through icloud would be more pleasing)

Originally posted at discussions.apple.com/thread/256389035