I am trying to log-in to Facebook, but when I put in my email address and password, I get a ‘security check’ window come up with the message ‘To...

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Customer

I am trying to log-in to Facebook, but when I put in my email address and password, I get a ‘security check’ window come up with the message

‘To confirm your identity, we will text a confirmation code to your phone. Send code to ‘

However, above this there is the message ‘This account isn't eligible for this process', written in a box with a red frame.

I am not able to get any further. If I press the 'continue' button, I am advised that I am not logged in and that I should do so!

Your advice would be much appreciated.

Many thanks

Simon Wood

Last updated
Charles Totherow
Facebook Expert

Hello and welcome to ExpertHelp.com! My name is Charles Totherow and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Facebook nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Last updated
Charles Totherow
Facebook Expert

May I have your email address?

Posted
Charles Totherow
Facebook Expert

With your email address, I can check on this problem for you to see what the error message is please.

Posted
Customer

Dear Charles,

Many thanks for getting back to me so speedily, I am sorry that I was not available when you wrote.

I shall be available later this afternoon, between 17:15hrs GMT and 18:15hrs GMT (London time) and again tomorrow morning from

09:30hrs GMT and 11:45hrs GMT (London time).

I hope that these times will be convenient.

Best wishes

Simon

 

 

Posted
Customer

PS - My email address is s**y@gmail.com

Simon

Posted
Charles Totherow
Facebook Expert

Please let me have the 6 digit code that Facebok sent to you please?

Posted
Charles Totherow
Facebook Expert

They sent to your email?

Posted
Charles Totherow
Facebook Expert

May I call you regarding this question as I will need more information over the phone?

Posted
Customer

You may certainly telephone me, Facebook sent me a code on the 18th Feb it is 94775, which is only 5 digits.

Posted
Customer

I have just received another code a short while ago - it is 577939

Posted
Customer

At 20:26, that is half an hour ago, they sent the 'password reset code'  045644.  Two minutes later, they sent a further 'password reset code 577939.  This is the latest one and was received half an hour ago.

Simon

 

Posted
Charles Totherow
Facebook Expert

So you have sykpe please call my id is cet543

Posted
Customer

My apologies for not replying sooner, your message cam through at around 1 o'clock in the morning, but I only received it in the last few minutes.  Can you tell me when would be a suitable time for calling you on skype as you suggest.  I can do this from 5:30pm this evening - that is UK time.  The time here now is 10:00am.

Thank you

Simon

Posted
Charles Totherow
Facebook Expert

Is 2am EST  a good time for you?  I am currently in Florida.

Posted
Customer

That's fine, shall I call you at your SKYPE id - cet543?

I hope you are enjoying good weather in Florida.

Posted
Charles Totherow
Facebook Expert

Yes sir the weather very warm 2am would be great

Posted
Charles Totherow
Facebook Expert

Hi Simon.  I am here now if you siwh to call me.

Posted
Charles Totherow
Facebook Expert

wish

Posted
Charles Totherow
Facebook Expert

Posted
Charles Totherow
Facebook Expert

Posted
Charles Totherow
Facebook Expert

s**d@guernsey.net

Posted
Customer

Thank you for all your help, I am sorry that we have not been able to get right to the bottom of the problem, but I do now have some solutions, which I hope will work out.

All the best - Simon

 

Posted
Charles Totherow
Facebook Expert

Dear Simon, It was a pleasure helping you with your Facebook issue today. Here is a summary of the resolution.

 
Issue identified:  Customer could not log into Facebok account


Solution Implemented:  I called customer and we reset password and customer uploaded id to prove identity to Facebook.  Facebook said that they would send a link to his gmail account to recover his account which has not arrrived yet, but should very soon.  Customer stated if they do not email him the link, then he will just start a new Facebook account.


If issue resurfaces: Please follow the same steps again if the issue resurfaces. Also you can contact support by email at s**t@experthelp.com or by phone at ***-***-****

Posted

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