Identify the Credential the Screen Is Asking For
Ledger Live Face ID not working on iPhone should be investigated as local authentication first. The app is now Ledger Wallet. Face ID, an optional app password, the iPhone passcode and the Ledger PIN belong to different controls. Substituting one for another can create confusion without opening the intended interface.
Write down the prompt exactly. Does iOS report that recognition failed, does the app offer a biometric retry or is the Ledger itself asking for its PIN? Only the last of those is handled on the hardware.
Follow the Available Local Unlock Route
If the genuine app offers a retry control, use that current supported control once under suitable viewing conditions. If you previously configured an app password and the screen offers it, that credential can be the relevant fallback. Do not assume every installation has a password merely because an older guide shows one.
An iPhone passcode request after a restart can be normal system behavior. Enter that credential only in the legitimate iOS context. It does not recreate a forgotten wallet-app password and should not be confused with the hardware PIN.
Decide Whether the Failure Is App-Specific
Compare a normal supported Face ID action on the phone. If that also fails, use Apple’s Face ID troubleshooting for the actual model. Camera obstruction, supported software and recognition conditions should be considered before changing wallet data.
If phone recognition works but only the wallet refuses, preserve the app’s exact controls and current release. Review the biometric configuration and iOS authorization actually available for that app. Apple’s hardware-access guide provides the system context; it does not establish that every app presents identical settings.
Use Updates Without Losing the Original Evidence
Check the compatible official release at the Ledger App Store listing. Note the installed version before ordinary maintenance so a later comparison has a baseline. A new product label after an update is not by itself an authentication error.
Do not close or remove a host session that is supporting actively progressing Ledger OS installation. An ordinary app restart or phone restart belongs after that operation has completed under its instructions.
Plan a Local Reset Only for a Documented Need
If local access cannot be recovered through the offered supported route, consult Ledger’s current lock-recovery guidance. Understand what a reset removes before confirming it. Account labels, inclusion and other local records may need rebuilding, while the configured Ledger should remain intact.
For example, losing a biometric retry screen differs from a known app password being rejected. Reporting which condition exists can prevent a broad reinstall from being recommended before the actual unlock flow is understood.
After access returns, inspect accounts and the live hardware connection separately. Opening a local interface is not transaction authorization. Continue to review the relevant details on the Ledger whenever a real signing operation is intended.
Face ID Access Questions
Should I reset Bluetooth to restore Face ID?
These are different phone capabilities. A pairing rebuild is not supported by a biometric-only symptom, and it can introduce an additional connection problem while leaving the local lock unchanged.
What if the phone reports a TrueDepth fault?
Use Apple’s appropriate service route. A wallet utility cannot repair the camera system, and disabling security or installing an unofficial authentication patch does not establish a sound fix.
Can recovery words unlock the app?
They must not be entered into iOS for local access. They have a separate hardware-recovery purpose. Support needs the device and software versions and prompt behavior, not passwords, face recordings or wallet backups.
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