I am trying to recover my account that was hacked. I have entered the codes from trusted friends but it keeps timing out and now says I need to...

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Customer

I am trying to recover my account that was hacked. I have entered the codes from trusted friends but it keeps timing out and now says I need to wait to try again. I waited 18 hours and tried, still won't let me attempt to recover the account. How long do I have to wait??

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
Charles Totherow
Facebook Expert

May I have your email address linked to your facebook account please?  Sorry to keep you waiting as well

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Customer

I hope this is the way to get you the answer you need, site is confusing! 
My email is S**q@ aol.com for Facebook. Hacker changed it to

d**9@yandex.ru

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Customer

Just checking to see if you're still "on the case"

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Charles Totherow
Facebook Expert

Yes I am trying to troubleshoot your account right now.  Please allow me a few minutes.

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Charles Totherow
Facebook Expert

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Charles Totherow
Facebook Expert

Do you know that email address listed on facebook ?

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Customer

That is my husband's email, but I'm not sure that's the right FB account 

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Charles Totherow
Facebook Expert

Please have him check his email and look for a 6 digit code facebook sent to him.  I will need to get that please?

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Customer

Ok

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Customer

Somehow, we have 3 FB pages. I took a screenshot to show you which one was hacked, but I can't figure out how to attach it here. 

Husband is checking email now, I hope. He's at work. 

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Charles Totherow
Facebook Expert

Please take your time.

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Customer

He got an 8 digit code

 

26663209

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Charles Totherow
Facebook Expert

One moment please.

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Charles Totherow
Facebook Expert

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Charles Totherow
Facebook Expert

Is that the right facebook account?

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Customer

That's not the hacked account

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Charles Totherow
Facebook Expert

I will try the hacked email address.

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Customer

Hacked account has a picture of me dressed as a dog in front of a spaceman on a bulletin board

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Charles Totherow
Facebook Expert

How do you access facebook from a phone or computer or both?

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Customer

IPhone

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Charles Totherow
Facebook Expert

Do you have a computer to use right now, maybe one that I could remote to?

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Customer

No

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Customer

My friend in England has her iPad, she's been trying to help, do you want her info?

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Charles Totherow
Facebook Expert

Do you have WhatsApp on your phone?  If so, you can send me a screenshot of the hacked account?

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Customer

I have a screen shot, but I don't know how to attach it 

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Customer

"Insert image" asks for a source, no idea what to type in there. 

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Charles Totherow
Facebook Expert

One moment please?

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Charles Totherow
Facebook Expert

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Charles Totherow
Facebook Expert

Does any of the acounts below match your account?

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Customer

" Susan John Seavers"

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Charles Totherow
Facebook Expert

Let me try again one moment.

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Charles Totherow
Facebook Expert

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Charles Totherow
Facebook Expert

Is this the right account that was hacked?

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Customer

Yes, it keeps sending verification codes to the hacker. This is our issue. 

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Charles Totherow
Facebook Expert

Allow me a few minutes please?

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Charles Totherow
Facebook Expert

What is a good email that you have access to?

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Customer

S**q@aol.com is the best

also can access S**6@aol.com fast

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Charles Totherow
Facebook Expert

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Customer

Then it sends to trusted friends, we get the same codes every time, then it tells us too soon to verify. We've waited 18 hours & still can't move past this point. 

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Charles Totherow
Facebook Expert

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Charles Totherow
Facebook Expert

One moment please?

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Customer

7839

1678

4519

Those are the codes

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Charles Totherow
Facebook Expert
Charles Totherow
Facebook Expert

The link is a link directly to facebook to submit to them about login and hacked accounts.  I can submit the form for you as well, I will just need a copy of your id or if you want to try to fill the form out as well.  Facebook will need a copy of your identification.

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Customer

I filled it out & sent it

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Charles Totherow
Facebook Expert

Did you send facebook a copy of your identification?

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Charles Totherow
Facebook Expert

I will try the codes on my end as well.

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Customer

I don't know what that is, so no.

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Charles Totherow
Facebook Expert

One moment please.

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Charles Totherow
Facebook Expert

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Customer

Yep! We waited 18, now 20 hours & got that same message. We're at a loss now.

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Charles Totherow
Facebook Expert

Using the link, you notified Facebook of the issue of hacked account.  The turn around time for Facebook is usually from a few hours to 2 days for Facebook to respond with the resolution.

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Charles Totherow
Facebook Expert

Keep an eye out for yoyr email address as well.  Facebook usually sends a link to your email address to recover your account after they get notified.

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Customer

Ok, so you've done all you can & I should just wait to hear back from them? That's closer to a FB contact than we've been able to get, so thank you for that! 

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Charles Totherow
Facebook Expert

Your very welcome.  I will be here as well all day everyday.   Please let me know if you get any emails from Facebook as well.

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Customer

I certainly will. Have a great day! 

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Charles Totherow
Facebook Expert

You as well.

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Customer

Still no response from Facebook 😕

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Charles Totherow
Facebook Expert

Please allow  a few more days.

Posted

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