Stolen Device Protection is blocking all resets

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Nível 1

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Stolen Device Protection is blocking all resets

Hi,

I'm writing regarding a Face ID issue on my iPhone 12 Pro (Model: MGMT3QL/A) running iOS 26.5.

After updating to iOS 26, Face ID stopped working completely. It fails on every attempt, including unlocking the phone, App Store downloads, and Apple Pay.

The problem is that Stolen Device Protection is enabled on my device, which requires Face ID to perform any sensitive action, including turning off Stolen Device Protection itself. This has created a catch-22 situation where I cannot:

- Reset Face ID (greyed out)

- Turn off Stolen Device Protection (requires Face ID)

- Reset All Settings (requires Face ID)

I have already tried the following without success:

- Force restarting the iPhone

- Removing my screen protector

- Disabling "Require Attention for Face ID"

- Toggling Stolen Device Protection off/on

This appears to be a known bug affecting iPhone users after the iOS 26 update. I read that I need assistance to remotely disable Stolen Device Protection on Apple's end so I can reset Face ID and restore normal functionality. Is that the only option to solve the problem?

Thank you for your help.: iOS version 26.5, model name iphone 12 pro, model number MGMT3QL/A.

iPhone 12 Pro, iOS 26

Publicado em 28/06/2026 12:29

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Answer 1

Resposta melhor classificada

SilverMan

Nível 8

36.049 pontos

28/06/2026 13:49 em resposta a salomé113

Hello, salomé113!

Welcome to the Apple Support Community! This is the Portuguese-speaking community, where users help other users by sharing solutions and experiences.

Since your post is in English, you may receive more replies by posting it in the English Apple Support Community:

Official Apple Support Community

📌 Based on your description, Face ID appears to have stopped working after updating to iOS 26. Because Stolen Device Protection relies on Face ID for certain security actions, it is also preventing you from making changes such as resetting Face ID or disabling the feature.

Before concluding that this is a hardware issue, there is still an important isolation test.

✔️ First, a few questions:

Does Settings > Face ID & Passcode display "Face ID is not available"?
Hás the iPhone ever had its display or TrueDepth camera repaired or replaced?
Did Face ID stop working immediately after updating to iOS 26?

✔️ If you have a recent backup of your data, consider performing this software isolation test:

Back up your iPhone using iCloud or a computer.
Erase All Content and Settings.
Set up the iPhone as a new device, without restoring a backup initially.
Before installing apps or restoring your data, check whether Face ID can be set up normally.

📌 The purpose of this test is not simply to reinstall iOS. It helps determine whether the problem is related to software, settings or user data. If Face ID still cannot be configured in a clean environment, the result strongly suggests that the cause is no longer related to the previous software configuration.

⚠️ Regarding Stolen Device Protection, there is no official Apple documentation stating that it can be remotely disabled for an individual device. If Face ID still cannot be configured after the software isolation test, Apple Support will be able to review your specific case and advise on the available options.

🔗 Official support articles:

In summary: the priority is identifying why Face ID stopped working. Performing a clean software isolation test before restoring your data is the best way to determine whether the issue is software-related or whether the iPhone requires hardware evaluation.

I hope this helps!

Kind regards,

SilverMan

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