my account has been hacked. cant log on

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Customer

my account has been hacked. cant log on

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.

Posted
Rofel Lantican
Facebook Expert

Hi Magnus. 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
Customer

hi i cant get back into my facebook account 

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Rofel Lantican
Facebook Expert

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

mac

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Customer

i have been locked out on my phone and it asked me for a credit card!!

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Customer

i have changed my password about 8 times .. it now asks me for a secondary 6 numbers which i cant get unless i can lofg into my account so its a viscious cycle

 

 

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Rofel Lantican
Facebook Expert

Called the customer. WE reset the password but it is asking for the device code. Assisted the customer to send a report. Schedule a callback after 72 hours.

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Customer

Hi I was supposed to receive a call back on Saturday from Rofel to hopefully ressolve the issue .. i did not

Posted
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

May I have your email address?

Posted
Customer

p**s@gmail.com

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Charles Totherow
Facebook Expert

Thank you one moment please

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Customer

and my phonenumber is ***-***-****

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Charles Totherow
Facebook Expert

Let me try to restore your account one moment please.

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Charles Totherow
Facebook Expert

May I please have the code sent to your email from facebook?

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Customer

they havent sent me one

 

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Charles Totherow
Facebook Expert

Is that the issue that facebook never sends a code to you?

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Customer

they responded saying my id was wrong as i had redacted the actual number (as i had been told to do by Facebook). so i resubmitted the drivers license without blanking anything out and have heard nothing since

 

Posted
Charles Totherow
Facebook Expert

Le tme try your number one moment please?

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Customer

Hi,

We can’t give you access to this account or help with your request until we receive an accepted form of ID that matches the information listed on the account. Learn more about the types of ID we accept in the Help Center:
https://www.facebook.com/help/ ***-***-**** 62185?ref=cr

Thanks,
The Facebook Team

 

Posted
Charles Totherow
Facebook Expert

One moment please.

Posted
Charles Totherow
Facebook Expert

Please let me know if you get a code on your phone as a text message from facebook?

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Customer

nothing

 

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Charles Totherow
Facebook Expert

Please allow a few minutes?

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Charles Totherow
Facebook Expert

This facebok link is for hacked accounts below.

https://www.facebook.com/help/contact/ ***-***-**** 104383

Posted
Charles Totherow
Facebook Expert

I would be happy to fill the form out for you,I would need a copy of your id as well to do this or we can do a remote connection?

Posted
Charles Totherow
Facebook Expert

The remote connection is free but you would need to be on a computer

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Customer

got it. reset code 860647

 

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Charles Totherow
Facebook Expert

Ok one moment please.

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Customer

its then going toask for another code which i cant get  as i am locked out of Facebook on all devices

 

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Charles Totherow
Facebook Expert

One moment please.

Posted
Charles Totherow
Facebook Expert

Posted
Charles Totherow
Facebook Expert

Is this the error message that you always get?

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Customer

i have filled that out 4 times now

 

 

Posted
Charles Totherow
Facebook Expert

Facebook tries their best to get back to every user who has reported an issue. Due to the large volume, they may take anywhere from 5 days to 2 weeks

Posted
Charles Totherow
Facebook Expert

Do not worry, please. I am dedicated to help you resolve the issue to the best of my abilities. Kindly keep me informed as and when you receive any response from Facebook, so I can offer you continued assistance most appropriately

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Customer

wait. sec. can we fill this out again and possibly use my british passport as Id  if my california drivers license isnt working

 

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Charles Totherow
Facebook Expert

yes please try that instead

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Customer

 until we receive an accepted form of ID that matches the information listed on the account.   this worries me

 

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Customer

i just got a reset code!!

 

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Charles Totherow
Facebook Expert

Try to use the passport as Facebook accepts these as identification.

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Customer

51505775

 

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Customer

please try this reset code i no longer know my password as you chnaged it but you can try this

 

Posted
Charles Totherow
Facebook Expert

One moment please

Posted
Charles Totherow
Facebook Expert

The codes are only 6 digits long?

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Customer

the 2nd code from the generator 

 

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Customer

51505775 is your facebook password reset code it says

 

Posted
Charles Totherow
Facebook Expert

Do you have google authinicator on your phone?

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Customer

no

 

Posted
Customer

or not that i know of

Posted
Charles Totherow
Facebook Expert

Let me try again one moment please

Posted
Customer

Posted
Customer

it keeps sending reset codes now

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Customer

you have to enter the code within 30 seconds i think

 

Posted
Charles Totherow
Facebook Expert

Lets wait for the second code to come through

Posted
Charles Totherow
Facebook Expert

I need the second code please 

Posted
Customer

the six digit one  is 860647.  then another should come through

 

Posted
Charles Totherow
Facebook Expert

Lets wait for the second code please.  I am at the seocnd part of the two step login

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Charles Totherow
Facebook Expert

Did the second code ever go through?

Posted
Customer

nope

not yet

 

Posted
Charles Totherow
Facebook Expert

Lets wait a few more minutes 

Posted
Customer

what have you changed my password to so i know?

 

Posted
Charles Totherow
Facebook Expert

Walmart123

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Charles Totherow
Facebook Expert

You can change it later if you wish too after we are finished

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Customer

yes i know  its fine, just wish this would sort out.. its been a week now

 

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Charles Totherow
Facebook Expert

Im am sorry that your facebook has been hacked.  I will do my very best to get your account back.

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Customer

so i have no idea why it was sending codes and now its stopped..as far as i know i never set up two step authentication. it jst suddenly happened

 

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Charles Totherow
Facebook Expert

Facebook does this by default just as Apple and Google as well.

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Customer

and then leaves you unable to get the codes!!

 

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Charles Totherow
Facebook Expert

We can try a remote session.  are you on a computer?

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Customer

yes

 

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Charles Totherow
Facebook Expert

Please go on google and serach for anydesk.  Then click download free for personal use.  I will need the code from anydesk for a remote connection please.

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Customer

461 933 900

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Charles Totherow
Facebook Expert

One moment.

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Customer

hang on it wants me to configure

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Charles Totherow
Facebook Expert

Take your time no rush

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Charles Totherow
Facebook Expert

Let me know when to try again please.

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Customer

i have no idea how to configure it. its leading me nowhere

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Charles Totherow
Facebook Expert

Lets try again tomorrow please.

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Customer

ok sure

 

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Customer

i think i made it work

Posted
Charles Totherow
Facebook Expert

did you recover your facebook account?

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Customer

hi I have finally recovered my acccount .  just checking i dont have to opt out of anything to avoid furthr fees ..., i did a similar thing with a expert advice doctor and incurred a recurring fee without knowing so just wnat to double check this wont happen with ExpertHelp.  thanks

 

Posted
Charles Totherow
Facebook Expert

eveerything is done froem here

Posted
Charles Totherow
Facebook Expert

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


Issue identified : Customer's facebook was hacked


Solution Implemented : Replied with steps to report facebook acount as being hacked.  Facbook account is now restored

Accpeted 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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