If you can’t unlock your iPhone & iPad using Touch ID, can’t enroll a fingerprint, or you’re asked to enter your passcode, learn what to do.

The Touch ID sensor is either in the Home button or—on iPad mini (6th generation) and iPad Air (4th and 5th generation)—the top button. When you follow the steps below, the onscreen instructions will tell you which button to use.

Follow these steps. Try using Touch ID after each step:

• Make sure that you have the latest version of iOS or iPadOS.
• Make sure that your fingers and the Touch ID sensor are clean and dry. For the Touch ID sensor, use a clean, lint-free cloth to wipe off any dirt or debris.
• Your finger should cover the Touch ID sensor completely, touching the surrounding metal ring. While Touch ID is scanning, you shouldn’t tap too quickly or move your finger around.
• If you’re using a case or screen protector, make sure it doesn’t cover the Touch ID sensor or the surrounding ring.
• Go to Settings > Touch ID & Passcode and make sure that iPhone Unlock or iTunes & App Store is on, and that you’ve enrolled one or more fingerprints.
• Try enrolling a different finger.

If the previous steps didn’t help, you see “Failed—unable to complete Touch ID setup”, or either of the following happens when you go to Settings > Touch ID & Passcode, bring your device to MyMac Computer, or book an appointment. They are experts in repairing and advice for your iOS devices. Alternatively, you can take it to the Apple store.

If you need to enter your passcode