I am locked out of Facebook and the password reset PIN numbers aren't reaching my email account
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I am locked out of Facebook and the password reset PIN numbers aren't reaching my email account
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.
yes, i'm ready
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?
i've tried from both a macbook air and an iphone
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?
ok
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
why do you need to screen share? I can send you screenshots?
SO I can see what is happening. You can send screenshot if you dont want to proceed with the remote support
i'd prefer that
Okay. When was the last time you were able to access your account?
nearly 3 weeks ago.
Any changes made on your account before you encounter this issue?
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
When you try to reset the password you didnt get the code?
correct, although i am getting updates. see atatched
You will get updates since your account is active. What is the email address that is connected to your Facebook account?
a**9@hotmail.com
Can you check your email if you get the code? Please also check the Junk or Spam folder
yes, i've done that -
Did you try to reset the password earlier a couple of times?
yes. I've been trying pretty much everyday for nearly 3 weeks
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.
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.
I sent you a test message.
got it - thanks!
Talk to you tomorrow. Please dont reset your password okay?
i won't do anything until you tell me to Rofel. Thank you!
should we reset now?
Hi Alan.
Sorry for the late response. Yes please try to reset and check if you will get the code?
ok. I've requested one from my laptop.
Hi Alan,
Did you get the code from Facebook? Were you able to reset your password? Thanks
Hi Rofel, no i've had no link through yet
What do you mean that you had no link through yet?
sorry - no pin number
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.
shall i reset again Rofel?
Hi Alan,
Yes please try to reset again and let me know if you will get the code.
I did this last night Rofel. I've not recieved a pin yet.
Can you send me a screenshot of your account on Facebook?
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.
what do we need to do Rofel?
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?
ok. Thanks for your help.
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
Hi Rofel,
i've done this but recieved nothing. What do we do now?
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?
great - thanks.
Hi Alan,
Can you try to reset your password again? Thanks
Hi Rofel,
I have done so. No email has yet been recieved.
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.
Please ignore the link that I provided you.
is there any update Rofel?
No update from Facebook yet. Can you try to reset your password and check if you will get the code on your email?
tried again yesterday Rofel. No code recieved.
Byron Narciso
Facebook Expert
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