The company has issued a new reform policy for some of the "iPhone X" devices indicate that the problem of "Face ID" may be from the back camera.
According to Sky News, the document tells stores that the problem will be solved by repairing the rear camera, although the property is originally connected to the front camera.
"If the rear camera repair does not correct the defect, the employee will have to give the customer a new phone."
Some users say the camera's close-up lens is connected to the front-end TrueDepth camera, which prevents Face ID from being turned on. Apple did not confirm or deny these data.