Face ID Not Working [Fixed. Please see the approved answer for details.]

Hello everyone,

I wanted to provide an update for anyone who might have missed Ben’s post earlier: Our developers have identified the cause of the issue and have written code that will resolve the issue for affected users. A previous potential fix that we were testing internally introduced some unexpected behaviours and our developers decided not to release it in favour of taking a little longer to create a stable and solid fix which we’re now testing. We want to make sure that we get it right so that the issue is resolved permanently for everyone.

There have also been a few roadblocks that have prevented us from sending out an update quickly but we’re making good progress in resolving those as well. I don’t have any other information to share at this time.

We really appreciate everyone’s patience and understanding while we work to get a permanent and enduring fix into your hands. Although the issue is affecting only a subset of users and not all users, my colleagues and I on the customer support team are passing along each and every report so that the development and product teams are aware of the impact that the issue is having. I want to apologize again for the frustration.

I don’t have an ETA on when the fix will be ready but this is a top priority for the team and the fix will be included in an upcoming update. Thank you again for your patience and we hope to have more news to share soon.

-Dave