I can't log in to my account and when I follow the directions, change my password, the next screen shows an error message. I've tried many, many...

Answer

Customer

I can't log in to my account and when I follow the directions, change my password, the next screen shows an error message. I've tried many, many times. My personal account manages several other accounts and I must access them.

Last updated 9/29/2017

Rofel Lantican

Facebook Expert

Hello and welcome to ExpertHelp.com! My name is Rofel Lantican 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 9/29/2017

Rofel Lantican

Facebook Expert

Hi Janet,

Thanks for waiting. Im here to help. May I know what device are you using to access your Facebook account? Is it a computer or a mobile device?

Posted 9/25/2017

Customer

It is a PC.

Posted 9/25/2017

Rofel Lantican

Facebook Expert

Thanks for the information. When was the last time you were able to access your account?

Posted 9/25/2017

Customer

Yesterday.

Posted 9/25/2017

Rofel Lantican

Facebook Expert

We offer a remote support option for $20 where I will perform all the steps for you. It will make the entire process easier and faster. However, if you decide to not choose our remote support option, I will walk you through the solution step-by-step

Will you allow me to remotely access your computer to check and help you access your Facebook account?

Posted 9/25/2017

Customer

Can you to this even if Facebook has for some reason taken it offline?

Posted 9/25/2017

Customer

If I knew for sure you could fix the problem it would be worth $20, but if you can't, It will be way too expensive.

Posted 9/25/2017

Customer

Have you been able to fix this kind of problem before?

Posted 9/25/2017

Rofel Lantican

Facebook Expert

We will check the cause of the issue and if I wasnt able to fix it we will cancel the question and refund the payment that you made. Can we proceed with the remote support option?

Posted 9/25/2017

Customer

okay

Posted 9/25/2017

Rofel Lantican

Facebook Expert

Before we proceed can you please verify if this is a good callback number incase we got disconnected  ***-***-**** ?

Posted 9/25/2017

Customer

Yes it is.

Posted 9/25/2017

Rofel Lantican

Facebook Expert

Phone Support:

• Called the customer / Assisted the customer to reset the account / Everytime the customer tried to login it goes to a security check to change her password and after that it goes to a a white page / Assisted the customer to send a report to Facebook / Schedule a callback tomorrow 5PM EST to check her account

Posted 9/25/2017

Rofel Lantican

Facebook Expert

Phone Support:

• Called the customer / Account still shows a white page / Schedule a callback after 48 hours

Posted 9/26/2017

Rofel Lantican

Facebook Expert

Phone Support:

• Called the customer / Account still shows a white page / Schedule a callback after 48 hours to check her account

Posted 9/26/2017

Rofel Lantican

Facebook Expert

Janet,

I attempted to call you on your phone, but unfortunately it rang out. Please post a message here letting me know when you'd be available so I can call you back again.

Posted 9/29/2017

Rofel Lantican

Facebook Expert

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

Issue identified : Unable to access her Facebook account

Solution Implemented : Called the customer / Assisted the customer to recover her account by sending a report to Facebook / Customer can now access her account  / Issue Resolved / Answer Accepted

If issue resurfaces : If issue resurfaces in next 30 days, come back to this Question page and let me know. If you are unable to find your way back to this Question page, please contact our customer support either by email (s**t@experthelp.com) OR call us at ***-***-**** .

Posted 9/29/2017

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