My personal Facebook account was hacked and I cannot access the account to fix the problem. Is this something that you can help me with?
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My personal Facebook account was hacked and I cannot access the account to fix the problem. Is this something that you can help me with?
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.
May I have your email address and phone number that in on file with facebook?
Hi Charles. The problem started this week with my j**o@gmail.com FB account. That is what I consider personal account. It was hacked and the changed my email address to a hotmail address that is not mine. I have no way to get into change passwords, etc.
Please allow me a few minutes to troubleshoot the account.
Thanks
May I have the phone number on filw with your facebook account?
***-***-****
Thank you one moment please.
Do you remember what your old password may have been?
Newlife17!, newlife17, Newlife17!!, Newlife2021!! One of these...
May I have the code sent to your phone from facebook. Should be a text message?
Just received 04161357
I have a photo ID file. Send it to you?
facebook is asking for your identification. Please email me a copy of your id to c**9@gmail.com please so that I can upload on your behalf.
Bear with me, I'll take a phot of my license and send it to you.
Please take your time.
Just sent to your gmail.
Thank you one moment please.
Facebook sould resond within 48 hours with a link for you to log back into to your email address.
The problem is they were sending my login attempts or password changes to the hacked hotmail address. Is that still going to happen?
I have requested Facebook to send the info to the email address: j**o@gmail.com
Does that mean that will will correct the email address on this account internally?
Yes this should be correted by facebook in which they will correct the email address as well.
Now I have a related problem. When all of this started happening, I attempted to set up a new account using my j**o@puzzullo.com address. This was originally set up for a business-type of Facebook page. I would like to delete this completely. Can you check this one out on FB also?
I would wait until you get your other account back before we delete the other one.
Just as a precaution.
ok. I just received an email from FB that I don't understand. Can I forward it to you?
yes please foward it to me
This is a just an auto reply from facebook which just means they are reviewing your account.
On my iPhone FB app, how do I change the page back to my j**o@gmail.com account page? When I click on the app it takes me to a starter page for j**o@puzzullo.com.
Log out of your account on iphone, then delete the account on there by clicking the x and then try to log back in your original account.
Your original account may not work as of yet because we just submit the info tp facebook which can take up to 48 hours
I logged out and now can enter the email address for j**o@gmail.com. Which password do I use?
Newlife17!
I get the PLEASE CONFIRM PASSWORD message...It looks like you entered a slight misspelling of your email address. I tried it twice, same thing.
Im not sure what password that you have used before, I would just go ahead and reset the password.
I entered newlife2021, which was the last changed password, and it took me to a different place, like a starter page but not mine.
On the log-in page there is a FORGOT PASSWORD option. Should I attempt that and use a new password?
Yes please try new password.
OK, so when I do that, it wants to find my account. When I type in my gmail address, it says it will send a code to me at the hacked hotmail address.
I just emailed you a screenshot of what I am seeing.
We have to wait on facebook to remove that hackers email address.
Got it. So how do I proceed? Contact you later once I hear from FB?
Yes when you get the email from facebook please let me know.
Ok to reach you on your gmail address? Might be a day or so depending on FB response time.
Yes that would be great at my email address.
Ok. Thank you for your help today. I'm hoping this works. It has been a pleasure working with you. I will reconnect once I hear from FB.
Yourt very welcome.
Signing off, have a great day!
Have a wonderful day as well.
Please leave an update on your question so that I may continue follow up support.
Hi Charles,
I have not heard anything from Facebook. In reading that email I received, it looks like they are requesting a second form of identification. Should I send them a utility bill or similar item on their list? It may be that they are waiting on a response from me. What you you think?
Thanks,
Jeff
Yes please sens a utility bill and also if you have another form of picture id as well.
Thanks, will do. I'll keep you updated.
Jeff
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
I can understand that. I will reply to them today and hope for a quick response.
Thanks!
Very welcome
Hi Charles, are you available to continue helping me with my Facebook issues?
If not available, can we schedule a time to communicate, or can you reply to the email that I sent to you this afternoon to your gmail address? Thanks, Jeff
I am here to help to try to try to resolve this as soon as possible.
Hey Charles, always good to see your smiling face! I have not received a response from Facebook, but today I was able to log in as j**o@gmail.com and change my password. However, nothing else works. I cannot get back to my personal account, friends, etc.
Are you on a computer or phone trying to access your account? Can we do a screen share? if you have a computer?
Yes, I'm on my laptop. Let's screen share. I have my phone here too.
Lets use your computer. Are you using windows or a mac computer?
Windows
Let me get the link for teamviewer for the screenshare one moment please.
If you click the link and download the software, I can remote to you. I will need the 9 digit code and password to connect as well.
Are we connected?
ID 272 275 157
87xau1iu
One moment while I connect
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