Someone hacked my Facebook account and changed all my contact info so I cannot reset my password or log in.

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Customer

Someone hacked my Facebook account and changed all my contact info so I cannot reset my password or log in.

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 email address that was on file with facebook?

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Customer

Hi Charles...is it possible for us to chat...I have been through the ringer trying to get back into my facebook acct.  The email add associated with the acct is j**y@aol.com.  Finally, after multiple attempts, FB recognized that email again (after sending it to a hotmail acct that I absolutely never had).  But FB is asking for 2 step verification.  No code is coming to my phone, so it tells you to open FB code generator from the menu.  The problem is that without being able to log into FB, I see no way to get to the menu.  Please help.  Can we chat or arrange a time?  My cell ph is ***-***-**** , just text me.  Happy to pay an additonal fee.

 

 

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Customer

Charles, is it possible to set an appointment to do this together?

Thx,

Jana

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Charles Totherow
Facebook Expert

I will try to recover your account right now one moment please.

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Customer

thank you!

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Charles Totherow
Facebook Expert

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Charles Totherow
Facebook Expert

Please check and see if facebook sent a code to your email address?

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Customer

ok

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Customer

65810029

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Charles Totherow
Facebook Expert

Thank you one moment please.

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Customer

thx

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Customer

just keeping the page open

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Charles Totherow
Facebook Expert

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Customer

i cannot access code generator as I can't get to the FB menu

 

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Customer

no code has been sent to my phone

 

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Charles Totherow
Facebook Expert

I will have to submit a request to facebook to have two step login turned off one moment please.

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Customer

thanks

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Customer

The worst part of this is that I uploaded my ID, both Passport and Driver's License, and FB said my ID did not match....that means the hacker really did a number on me.

 

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Charles Totherow
Facebook Expert

facebook is asking for your identification to turn off two step login.  We will have to do a remote session on a laptop with a camera so that facebook will get a picture of your id front and back.

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Charles Totherow
Facebook Expert

Lets try again to upload the id please.

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Customer

i sent them ID already...they did not ask for front and back, but we can do it together

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Charles Totherow
Facebook Expert

You have to upload your id a few times im afraid because of your account being hacked

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Charles Totherow
Facebook Expert

Do you have a laptop to use for remote session?

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Customer

do you want me to upload my id to my computer and post a photo of it here....I am on a laptop!

 

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Customer

taking photo of my id, front and back right now

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Charles Totherow
Facebook Expert

Weneed to do a remote session to upload to facebook.   Please click the link below and run the installer

https://download.teamviewer.com/download/TeamViewerQS.exe

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Charles Totherow
Facebook Expert

Please dont upload your id here, we need to do it by remote session.

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Charles Totherow
Facebook Expert

Upload to facebook

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Charles Totherow
Facebook Expert

After you install the software, I will need the 9 digit code and password to connect.

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Customer

something isn't working....i am on a macbook

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Charles Totherow
Facebook Expert

Sorry one moment.

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Charles Totherow
Facebook Expert
Charles Totherow
Facebook Expert

Please click the link and install the software

 

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Customer

ok

 

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Charles Totherow
Facebook Expert

After you install the software, I will need the 9 digit code and password to connect

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Customer

it does not seem to be installing

 

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Customer

It says "you can't open the appication "TV QuickSupp" because it is not responding

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Charles Totherow
Facebook Expert

Pleas try this other link and lick download free.

https://anydesk.com/en

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Charles Totherow
Facebook Expert

With anydesk please allow screen mirroring as well.

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Customer

i allowed everything...are you connected?

 

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Charles Totherow
Facebook Expert

Not yet I need the 9 digit code from anydesk please?

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Customer

I am going to have to do this a little later

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Charles Totherow
Facebook Expert

I will be here tomorrow after 10 am EST

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Charles Totherow
Facebook Expert

Please leave an update on your question so that I may continue follow up support.

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