I am locked out of Facebook and the password reset PIN numbers aren't reaching my email account

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Customer

I am locked out of Facebook and the password reset PIN numbers aren't reaching my email account

Last updated
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.

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Customer

yes, i'm ready

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Rofel Lantican
Facebook Expert

Hi Alan,

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?

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Customer

i've tried from both a macbook air and an iphone

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Rofel Lantican
Facebook Expert

Thanks for the information. Do you mind if we do a screen sharing (remote support) so I can check the issue with your Facebook account?

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Customer

ok

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Rofel Lantican
Facebook Expert

Before we proceed just incase we got disconnected please open the link to your email to go back to this question okay?

Please click on this link > https://fastsupport.gotoassist.com/800647594 to download the Remote App. Once done please Run/Open the app and when a pop up appear please click on Yes or Join

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Customer

why do you need to screen share? I can send you screenshots?

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Rofel Lantican
Facebook Expert

SO I can see what is happening. You can send screenshot if you dont want to proceed with the remote support

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Customer

i'd prefer that

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Rofel Lantican
Facebook Expert

Okay. When was the last time you were able to access your account?

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Customer

nearly 3 weeks ago.

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Rofel Lantican
Facebook Expert

Any changes made on your account before you encounter this issue?

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Customer

no. I have a new phone and laptop so it was just a case of installing the app on the phone but i forgot the password

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Rofel Lantican
Facebook Expert

When you try to reset the password you didnt get the code?

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Customer

correct, although i am getting updates. see atatched

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Rofel Lantican
Facebook Expert

You will get updates since your account is active. What is the email address that is connected to your Facebook account?

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Customer

a**9@hotmail.com

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Rofel Lantican
Facebook Expert

Can you check your email if you get the code? Please also check the Junk or Spam folder

 

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Customer

yes, i've done that - 

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Rofel Lantican
Facebook Expert

Did you try to reset the password earlier a couple of times?

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Customer

yes. I've been trying pretty much everyday for nearly 3 weeks

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Rofel Lantican
Facebook Expert

Please stop doing that. What I need you to do is to use this link > https://www.facebook.com/help/contact/ ***-***-**** 83890 to report the issue. just fill out and provide a brief description of the issue. Dont try to reset the password. We will wait 24 hours and we will try to reset the password okay? I will send you a message tomorrow the we will request for a code.

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Customer

okay, i've done that. Do you want to test my email now as i've not received the receipt either - just want to make sure you can contact me.

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Rofel Lantican
Facebook Expert

I sent you a test message.

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Customer

got it - thanks!

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Rofel Lantican
Facebook Expert

Talk to you tomorrow. Please dont reset your password okay?

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Customer

i won't do anything until you tell me to Rofel. Thank you!

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Customer

should we reset now?

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Rofel Lantican
Facebook Expert

Hi Alan. 

Sorry for the late response. Yes please try to reset and check if you will get the code?

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Customer

ok. I've requested one from my laptop.

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Rofel Lantican
Facebook Expert

 

Hi Alan,

Did you get the code from Facebook? Were you able to reset your password? Thanks

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Customer

Hi Rofel, no i've had no link through yet

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Rofel Lantican
Facebook Expert

What do you mean that you had no link through yet? 

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Customer

sorry - no pin number

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Rofel Lantican
Facebook Expert

I understand. Let me send a report about this and please waiting for 48 to 72 hours before you reset again the password. Let see if this time you will receive the code. 

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Customer

shall i reset again Rofel?

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Rofel Lantican
Facebook Expert

 

Hi Alan,

Yes please try to reset again and let me know if you will get the code.

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Customer

I did this last night Rofel. I've not recieved a pin yet.

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Rofel Lantican
Facebook Expert

Can you send me a screenshot of your account on Facebook?

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Customer

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Rofel Lantican
Facebook Expert

Thanks. Can you also share the URL of your Facebookpage? It is the address that shows on the address bar when you go to your Facebook account. Im having a hard time to find your account. 

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Customer

what do we need to do Rofel?

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Rofel Lantican
Facebook Expert

Thanks for your response and apologize for the delay. I submitted a report about your profile. We are waiting for Facebook to respond on the case. While waiting please dont reset your password. I will send you a message when to reset it okay?

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Customer

ok. Thanks for your help.

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Rofel Lantican
Facebook Expert

Hi Alan,

Can you try to reset your password and let me know if you will get the code and sign in to it? Thanks

 

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Customer

Hi Rofel,

i've done this but recieved nothing. What do we do now?

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Rofel Lantican
Facebook Expert

Thanks for your response. We will continue to send  report until they fix the issue. I will be sending a report and will let you know when to reset it okay? 

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Customer

great - thanks.

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Rofel Lantican
Facebook Expert

Hi Alan,

Can you try to reset your password again? Thanks

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Customer

Hi Rofel,

I have done so. No email has yet been recieved.

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Rofel Lantican
Facebook Expert

Hi Alan,

Thanks for your response. Will continue to make a follow up on the report that we sent to Facebook and will let you know if there's an update.

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Rofel Lantican
Facebook Expert
Rofel Lantican
Facebook Expert

Please ignore the link that I provided you.

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Customer

is there any update Rofel?

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Rofel Lantican
Facebook Expert

No update from Facebook yet. Can you try to reset your password and check if you will get the code on your email?

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Customer

tried again yesterday Rofel. No code recieved.

Posted

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