Trying to log onto my account, used my Trusted Contacts, that worked but now waiting for another email that I haven’t received in 12 hours or so.

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Customer

Trying to log onto my account, used my Trusted Contacts, that worked but now waiting for another email that I haven’t received in 12 hours or so.

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

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.

Posted
Customer

Hi Charles, thanks for getting in touch 

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Charles Totherow
Facebook Expert

Are you trying to access Facebook on a computer or smartphone?

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Customer

Smartphone (iPhone) 

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Charles Totherow
Facebook Expert

Please try to use your phone number to log in rather than your email address?  

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Customer

I've only got my phone number associated with my account 

Posted
Charles Totherow
Facebook Expert

Does facebook say that they are gonna send a code to your phone to verify login?

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Customer

Nope 

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Charles Totherow
Facebook Expert

Please allow me a few moments?

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Customer

No worries 

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Charles Totherow
Facebook Expert

Do you have an email address that you have access to?  If so, may I have it?

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Customer

My email address is e**8@gmail.com

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Charles Totherow
Facebook Expert

One moment please.

Posted
Charles Totherow
Facebook Expert

That email is in use by another facebook account.  Do you have another email address to use?

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Customer

All good 

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Charles Totherow
Facebook Expert

IS you facebook working now?

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Customer

Did I need to do anything? Were you going to send me any email? 

Posted
Charles Totherow
Facebook Expert

Is your facebook working?

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Customer

No 

Posted
Charles Totherow
Facebook Expert

One moment please

Posted
Charles Totherow
Facebook Expert

Please check your email.  You should get a code from facebook soon.

Posted
Charles Totherow
Facebook Expert

I will need that 6 digit code please.

Posted
Customer

okay let me check

Posted
Customer

231060

Posted
Charles Totherow
Facebook Expert

Thank you one moment

Posted
Charles Totherow
Facebook Expert

You should get another code from Facebook.  May i have it please?

Posted
Customer

I haven't received a code yet 

Posted
Charles Totherow
Facebook Expert

One moment please.

Posted
Charles Totherow
Facebook Expert

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Charles Totherow
Facebook Expert

Is this the error message you get when you try to log in?

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Customer

My trusted contacts is Corey Hall, Colin Craftjnr and Steve Pringle 

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Customer

Nope so I've got all the codes off my trusted contacts, then I could change my password, but then it says I should get an email to continue my recovery process but I haven't yet received that

Posted
Customer

Posted
Charles Totherow
Facebook Expert

I am still trying to work on this please allow me a few more minutes.

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Customer

Thank you heaps! 

Posted
Charles Totherow
Facebook Expert

s**0@gmail.com

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Charles Totherow
Facebook Expert

Facebook is saying that you have already started the recovery process.   I will try to use another email address.

Posted
Customer

I have already tried the recovery process, I am still waiting for an email to s**0@gmail.com but yet haven't received it within 10 hours or so. I just really need my account back as I have so many photos on there of my late Grandma 

Posted
Charles Totherow
Facebook Expert

I'm still working on this sorry for taking so long.

Posted
Customer

No take your time! 

Posted
Charles Totherow
Facebook Expert

Is there anyway you can call the trusted contacts to get the codes again?

Posted
Charles Totherow
Facebook Expert

Do you have their phone number where you can call them?

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Customer

So when I try to get the codes again, it says I have to try again later because there must be a limit of times I can do it? 

Posted
Customer

I've tried getting the codes again this morning but didn't work 

Posted
Charles Totherow
Facebook Expert

I am trying as well so that I can see the error messages.  Can you call them to get the codes just one more time?

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Customer

Sure can, bare with me for one moment sorry 

Posted
Charles Totherow
Facebook Expert

Please take you time.

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Customer

8899, 4087, 5308 

Posted
Charles Totherow
Facebook Expert

Thank you one moment.

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Customer

They were the codes that worked last night and when I tried to get new ones this morning it gave me the same codes and now it's doing the same thing but they are the codes 

Posted
Charles Totherow
Facebook Expert

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Charles Totherow
Facebook Expert

Is this the error message that you get everytime as well?

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Customer

Yep that's the same message I got 

Posted
Charles Totherow
Facebook Expert

Let me get a link for you a manual form that you can fill out for Facebook to restore your account.

https://www.facebook.com/help/contact/ ***-***-**** 83890

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Customer

Do I just click on that link and fill it out? 

Posted
Charles Totherow
Facebook Expert

Make sure that you use the email address s**0@gmail.com in the message and they should send a link to that email to restore your account.

Posted
Customer

So will this definitely work? 

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Charles Totherow
Facebook Expert

Yes please click the link please and fill out the information.

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Charles Totherow
Facebook Expert

Yes this may takle a day or two for Facebook to resolve just to let you know.. This is the manual way to email Facebook.

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Customer

Posted
Charles Totherow
Facebook Expert

I will fill the form out for you one moment.

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Customer

Thank you so much

Posted
Charles Totherow
Facebook Expert

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Charles Totherow
Facebook Expert

Please keep an eye out for the email address : s**0@gmail.com any emails from Facebook.

Posted
Charles Totherow
Facebook Expert

Please keep an eye out for any Facebook emails and let me know if they send you a recovery link please.

Posted
Customer

Okay let me check 

Posted
Customer

Haven't received anything yet 

Posted
Charles Totherow
Facebook Expert

With the manual method sometimes Facebook takes a few hours to up to one day so please allow a little bit of time

Posted
Charles Totherow
Facebook Expert

I will keep an eye on your email about every couple hours just to see

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Customer

Will we stay connected? 

Posted
Customer

Once I receive an email, do I click a link to continue the recovery process or what do I need to do? 

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Customer

Hello?

Posted
Charles Totherow
Facebook Expert

Yes when you click the link from Facebook it will let you log back in your account

Posted
Customer

And i should definitely receive that email within a few hours up to a day? 

Posted
Customer

How will it let me log back into my account if I don't know my password? 

Posted
Charles Totherow
Facebook Expert

There will be a password reset link after you click the link as well

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Customer

Okay no worries. So I'll definitely receive that email to s**0@gmail.com ? 

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Charles Totherow
Facebook Expert

Yes may take a little while

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Customer

Up to a day? or longer? 

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Charles Totherow
Facebook Expert

Just up to a day at the most

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Customer

Okay great. Do we stay connected? And thank you again for your help so far 

Posted
Charles Totherow
Facebook Expert

Yes I will be here all day tomorrow currently in Florida so our timezone is a bit different

Posted
Charles Totherow
Facebook Expert

Every time you send a message I get notified so I will not miss one message

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Customer

Okay awesome. 

Posted
Charles Totherow
Facebook Expert

If you do receive any emails from Facebook before I get back with you please let me know

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Customer

I will for sure, do I re-connect with you? Or do I have to pay again? 

Posted
Charles Totherow
Facebook Expert

You've already pay you don't have to pay again the best way to get back with me is just check your email and I'll have a link right back to your question page that were talking on right now

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Customer

Okay great! Thank you! 

Posted
Charles Totherow
Facebook Expert

You are very welcome

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Customer

Hi Charles, I haven't received any emails from Facebook or yourself yet. Was I suppose to be getting an email from you so I could connect back to our chat? 

Posted
Customer

??

Posted
Charles Totherow
Facebook Expert

you will have emails from exmore help.com in the email it will say your question has a new response click the link below to get back to chat

Posted
Charles Totherow
Facebook Expert

I am sorry that Facebook has not sent you an email yet can we give it another couple hours to wait and see if they will respond

Posted
Charles Totherow
Facebook Expert

Do you have a computer that we could use to try to get your facebook restored instead of a smartphone?

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Customer

I do have a computer yes 

Posted
Charles Totherow
Facebook Expert

Can I perform a screenshare with you to try to fix your facebook on your computer?

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Customer

Sure can 

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Customer

Is that extra cost? 

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Charles Totherow
Facebook Expert

Do you have a windows computer or a mac?

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Customer

Windows Computer 

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Charles Totherow
Facebook Expert

There is no extra charges

Posted
Charles Totherow
Facebook Expert

Please click the link below and run the software?

 

https://join.zoho.com/736688648

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Customer

Okay great 

Posted
Charles Totherow
Facebook Expert

Please click the link and run the software please below.

 

https://join.zoho.com/736688648

Posted
Charles Totherow
Facebook Expert

You have to do this on your computer and not a smartphone.

Posted
Charles Totherow
Facebook Expert

I performed a remote session on customer's computer and emailed facebook again using the manual facebook link with screenshots of the error message.  Also was able to log into another facebook account of customer's and use the support inbox to send facebook a message with more screenshots and a detalied letter of the error message.  I advised customer this may take a few hours to a day at most for faceboko to restore account.

Posted
Charles Totherow
Facebook Expert

Did you recieve anything from facebook today?  Any emails or messages?

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Customer

Hi Charles, I haven't received anything from Facebook yet 

Posted
Charles Totherow
Facebook Expert

I am going to try to fix your facebok on my end right now.  Sorry fot taking so long.

Posted
Customer

Hi Charles, is there any updates with my account? 

Posted
Charles Totherow
Facebook Expert

I am very sorry about your facebook account.  Have you tried to log in again?

Posted
Charles Totherow
Facebook Expert

Please try to log in your account.

Posted
Charles Totherow
Facebook Expert

I apologize I haven’t be able to offer you the most helpful support on this issue. I have requested another Expert to step in and continue assisting you on your Facebook issue. I appreciate your patience while your new Expert prepares to assist you. When your newly assigned Expert is ready, you will be notified via email and you can continue support for your issue. You may also leave this chat page open and check for your new Experts messages

Posted
Customer

I just tried logging in but it still says incorrect password. You've been great help! Thank you again! 

Posted
Charles Totherow
Facebook Expert

Try using the password : School1.  Please make sure you put the. At the end that is part of the password

Posted
Charles Totherow
Facebook Expert

You are very welcome

Posted
Customer

I just tried logging in but it still says incorrect password. You've been great help! Thank you again! 

Posted
Charles Totherow
Facebook Expert

Can we try another remote session to try to get back into facebook?

Posted
Customer

Hi Charles, sorry for the delay in my replies. We can try another remote session hopefully that works but if not, do you recommend any other websites that are really good in recovering Facebook accounts? 

Posted
Charles Totherow
Facebook Expert

Please let me know a great time to try the remote connection today?

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Customer

Well it's currently 8:02am at the moment, whenever is suitable for you 

Posted
Charles Totherow
Facebook Expert

Sorry for taking so long?  Is now a good time to start?

Posted
Customer

Yes sure! 

Posted
Charles Totherow
Facebook Expert

Please allow me a few minutes?

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Customer

Sure 

Posted
Customer

You still there?

Posted
Charles Totherow
Facebook Expert

Yes sorry abot that Le tme get the link ready.

Posted
Customer

Okay no worries, take your time 

Posted
Charles Totherow
Facebook Expert

Please click the link below and run the software.

 

https://join.zoho.com/621596132

Posted
Charles Totherow
Facebook Expert

Performed another remote connection.  Facebook has got rid of the number to the original account.  Customer had two step verification on original account.  Had to submit another request to facebook to turn off two step verification.

Posted
Charles Totherow
Facebook Expert

Have you got any messages from Facebook today?

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Customer

Hello, I can log into my old old account on Safari however I can't log onto it on the Facebook app 

Posted
Customer

Reason why I can't log in on the app is because it's asking for a two-factor authentication code but I'm not sure where to get that 

Posted
Charles Totherow
Facebook Expert

On your old account, just go into your account and add a number

Posted
Charles Totherow
Facebook Expert

Click in the top right corner of your Facebook page. Click Settings, then click Mobile in the left sidebar. Click + Add a Phone to add your first phone number or click + Add another mobile phone number to add more numbers.

Posted
Charles Totherow
Facebook Expert

Please let me know if facebook lets you add your number.

Posted
Charles Totherow
Facebook Expert

Also, please try your computer to log into facebook and make sure it works please as well.

Posted
Charles Totherow
Facebook Expert

Please let me know if you got your facebok back all together.

Posted
Customer

Hi Charles, I've been successful logging back into my old original account with the email e**8@gmail.com. So I'm just going to continue using that one as I've got all my friends and most of my photos on there. Thank you for your help, without you I wouldn't have been able to recover my original account! You've been the best help, thank you again! :)

Posted
Charles Totherow
Facebook Expert

Dear Eva, 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 Facebook

 

Solution Implemented :

 Remote Access

Helped customer send idetification to facebook to get account verified and restored.  Customer now able to log into Facebook.

Accepted Answer

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 or if you have billing questions, please contact our customer support either by email (s**t@experthelp.com) OR call us at ***-***-****

Posted

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