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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Customer

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?

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.

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Charles Totherow
Facebook Expert

May I have your email address and phone number that in on file with facebook?

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Customer

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.

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Charles Totherow
Facebook Expert

Please allow me a few minutes to troubleshoot the account.

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Customer

Thanks

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Charles Totherow
Facebook Expert

May I have the phone number on filw with your facebook account?

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Customer

***-***-****

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Charles Totherow
Facebook Expert

Thank you one moment please.

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Charles Totherow
Facebook Expert

Do you remember what your old password may have been?

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Customer

Newlife17!, newlife17, Newlife17!!, Newlife2021!!  One of these...

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Charles Totherow
Facebook Expert

May I have the code sent to your phone from facebook.  Should be a text message?

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Customer

Just received 04161357

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Charles Totherow
Facebook Expert

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Customer

I have a photo ID file.  Send it to you?

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Charles Totherow
Facebook Expert

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.

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Customer

Bear with me, I'll take a phot of my license and send it to you.

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Charles Totherow
Facebook Expert

Please take your time.

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Customer

Just sent to your gmail.

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Charles Totherow
Facebook Expert

Thank you one moment please.

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Charles Totherow
Facebook Expert

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Charles Totherow
Facebook Expert

Facebook sould resond within 48 hours with a link for you to log back into to your email address.

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Customer

The problem is they were sending my login attempts or password changes to the hacked hotmail address.  Is that still going to happen?

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Charles Totherow
Facebook Expert

I have requested Facebook to send the info to the email address:  j**o@gmail.com

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Customer

Does that mean that will will correct the email address on this account internally?

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Charles Totherow
Facebook Expert

Yes this should be correted by facebook in which they will correct the email address as well.

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Customer

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?

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Charles Totherow
Facebook Expert

I would wait until you get your other account back before we delete the other one.

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Charles Totherow
Facebook Expert

Just as a precaution.

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Customer

ok. I just received an email from FB that I don't understand.  Can I forward it to you?

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Charles Totherow
Facebook Expert

yes please foward it to me

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Charles Totherow
Facebook Expert

This is a just an auto reply from facebook which just means they are reviewing your account.

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Customer

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.

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Charles Totherow
Facebook Expert

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.

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Charles Totherow
Facebook Expert

Your original account may not work as of yet because we just submit the info tp facebook which can take up to 48 hours

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Customer

I logged out and now can enter the email address for j**o@gmail.com.  Which password do I use?

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Charles Totherow
Facebook Expert

Newlife17!

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Customer

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.

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Charles Totherow
Facebook Expert

Im not sure what password that you have used before, I would just go ahead and reset the password.

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Customer

I entered newlife2021, which was the last changed password, and it took me to a different place, like a starter page but not mine.

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Customer

On the log-in page there is a FORGOT PASSWORD option.  Should I attempt that and use a new password?

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Charles Totherow
Facebook Expert

Yes please try new password.

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Customer

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.

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Customer

I just emailed you a screenshot of what I am seeing.

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Charles Totherow
Facebook Expert

We have to wait on facebook to remove that hackers email address.

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Customer

Got it.  So how do I proceed?  Contact you later once I hear from FB?

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Charles Totherow
Facebook Expert

Yes when you get the email from facebook please let me know.

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Customer

Ok to reach you on your gmail address? Might be a day or so depending on FB response time.

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Charles Totherow
Facebook Expert

Yes that would be great at my email address.

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Customer

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.

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Charles Totherow
Facebook Expert

Yourt very welcome.

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Customer

Signing off, have a great day!

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Charles Totherow
Facebook Expert

Have a wonderful day as well.

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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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Customer

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

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Charles Totherow
Facebook Expert

Yes please sens a utility bill and also if you have another form of picture id as well.

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Customer

Thanks, will do.  I'll keep you updated.

Jeff

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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

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Customer

I can understand that.  I will reply to them today and hope for a quick response.

Thanks!

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Charles Totherow
Facebook Expert

Very welcome

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Customer

Hi Charles, are you available to continue helping me with my Facebook issues?

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Customer

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

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Charles Totherow
Facebook Expert

I am here to help to try to try to resolve this as soon as possible.

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Customer

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.

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Charles Totherow
Facebook Expert

Are you on a computer or phone trying to access your account?  Can we do a screen share? if you have a computer?

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Customer

Yes, I'm on my laptop.  Let's screen share.  I have my phone here too.

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Charles Totherow
Facebook Expert

Lets use your computer.  Are you using windows or a mac computer?

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Customer

Windows

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Charles Totherow
Facebook Expert

Let me get the link for teamviewer for the screenshare one moment please.

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Charles Totherow
Facebook Expert
Charles Totherow
Facebook Expert

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.

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Customer

Are we connected?

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Customer

ID 272 275 157

87xau1iu

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Charles Totherow
Facebook Expert

One moment while I connect

Posted

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