Hello, my Facebook account was locked, and when I select the 'Confirm your identity on another phone or computer' option and see the list of...

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Customer

Hello, my Facebook account was locked, and when I select the 'Confirm your identity on another phone or computer' option and see the list of devices to choose from, I select Continue, and get a "Login was not approved" message?

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

Are you trying to log in on a computer or phone?

Posted
Charles Totherow
Facebook Expert

May I have your email address?

Posted
Charles Totherow
Facebook Expert

Please try to use the facebook recovery feature link below.

https://www.facebook.com/login/identify/?ctx=recover&ars=royal_blue_bar

Posted
Customer

Hey Charles, I tried the link, and it let me reset my password, but then it got me back to the locked account message, and now I don't even have that one option I mentioned in my original question you saw. Now it says "Identity Not Confirmed - We currently can't confirm your identity, please confirm later" - with the two options 'Log Out' or 'Learn more about Security'.

Posted
Charles Totherow
Facebook Expert

May I ahve your email address to try to recover your account?

Posted
Jenny Muralidharan
Customer Support

"Hi Jenny,

I’m sorry, I don’t have the option to respond. Could you please tell him it’s C**n@yahoo.com.

Best regards,
Conner"   
 
- As received via support ticket#95230
Posted
Charles Totherow
Facebook Expert

May I have the code sent to your email address from Facebook?

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Charles Totherow
Facebook Expert

May I have a phone number to contact you at so I can get more information about the issue?

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Customer

Hi Charles, I never recieved any codes from Facebook, and my number is ***-***-****

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Customer

Wait, I found the code I got: 619499

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Charles Totherow
Facebook Expert

I am at the comfirm identity screen right now.  Facebook asking for devices in which you have logged into facebok in the past.

Posted
Charles Totherow
Facebook Expert

Posted
Charles Totherow
Facebook Expert

Can you identify any of the devices below please?

Posted
Charles Totherow
Facebook Expert

You have to confirm this on your device that you had facebook before whther a computer or smartphone?

Posted
Customer

Yes, I can confirm all of them. But how do I confirm them? When I see that 'confirm your identity' message on my iMac's browser, am I supposed to confirm somthing on my iOS device before clicking 'continue' on my iMac's browser?

 

I think I tried somthing like that before. I just tried to login to facebook on my iOS device and was brought to the 'confirm your identity' message.

 

Posted
Charles Totherow
Facebook Expert

I am still working on this right now.  Please allow me a few more minutes

Posted
Charles Totherow
Facebook Expert

I sent you an email.  Facebok has locked your account and I need some information in the email.  Please check your email and look for an email address c**9@gmail.com

Posted
Charles Totherow
Facebook Expert

I have submited your identification to facebook for verification.  Please keep an eye out for an email from facebook with a link to log back into your account.

Posted
Charles Totherow
Facebook Expert

I was following up with your question today.  Please update me on the status of your question.

Posted
Charles Totherow
Facebook Expert
Charles Totherow
Facebook Expert

Called customer and login issue remains the same.  I have submited identification three times to facebook to unlock account due to two step login.

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Customer

Hey Charles, this is what I'm still seeing (attached)

Posted
Charles Totherow
Facebook Expert

Thanl you for the update.  I will submit this to facebook as well.

Posted
Charles Totherow
Facebook Expert

Please try this link as well for facebook.  This is for facebook hacked accounts.

 

https://www.facebook.com/hacked

Posted
Customer

Hey Charles, I tried the link, but it ended up taking me back to that confirm devices screen after having to log in again. 

Posted
Charles Totherow
Facebook Expert

Please let me have the code sent to your phone number from facebook please?

Posted
Charles Totherow
Facebook Expert

You should also have a code sent to your email as well may I have that also please?

Posted
Charles Totherow
Facebook Expert

Please try this as well for security login accounts that are blocking you from loggin in.

https://www.facebook.com/help/contact/?id= ***-***-**** 94862

Posted
Charles Totherow
Facebook Expert

Hi Conner, I am yet to hear back from you. Kindly let me know if you'd like to receive continued assistance, or wish to cancel your request. I'd be happy to help you most appropriately

Posted
Customer

Hi Charles, the last email I got from Facebook with a code was on March 30th: 923832

Posted
Charles Totherow
Facebook Expert

I am very sorry this has taken so long.  Please allow me a few more days to try to restore your account.

Posted
Customer

The account is back! Thank you Charles!

Posted
Charles Totherow
Facebook Expert

Please accept my answer by clicking the green button below

Posted
Charles Totherow
Facebook Expert

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


Issue identified : Customer was locked out of Facebook due to security features of facebook and two step login


Solution Implemented : Called the customer / Remotely accessed the computer/ Submitted forms to Facebook to prove identity and to unlock customer's account.

Accepted answer


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

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