We're struggling with getting access to Facebook but we have a business account running with ads live and no-way of accessing it.
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We're struggling with getting access to Facebook but we have a business account running with ads live and no-way of accessing it.
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.
Sorry to keep ypu waiting. How long have you not been able to access your facebook account?
Sorry to keep you waiting. How long have you not been able to access your facebook account?
Hi Charles,
No problem. I've not been able to gain access since yesterday. I've recently got a new phone and I tried to access FB on it yesterday for the first time but it asked for a login code to verify. This is the first time I've been asked this as I've never set up 2 step verification. I asked for the code to be sent to my phone but nothing happened so after 10-15 mins requested again, nothing. Then requested a 3rd time and now it's not letting me request anymore codes. I received the SMS with the 3 codes about an hour later and tried but then it wasn't working.
I've then followed the steps to verify my ID but still haven't heard anything from them yet. I've tried logging in on all the old devices but they are also now asking for a code. The email address is an email account I don't have access to anymore.
The big issue I have is this account is linked to a Business account and Ads manager. We have adverts running but no way of being able to access those adverts to make changes or turn them off. We're worried that the adverts will run and run costing us thousands.
I've tried emailing support & disabled but no luck so far.
Any ideas?
Thanks for your help,
Graham
If you still have the old phone, you can get a notification that allows you to log in on your new phone. Do you still have your old phone with you?
Another words if you are still logged in on the old phone, you should get a notification to allow the login on your new phone.
Yes, I still have my old phone but I didn't have the facebook app on it so I wasn't able to get any notifications. I've tried logging in with my old phone but get the same request for a login code
Was the old phone a Iphone or Andriod?
Iphone
are there any other devices that you may have accessed facebook such as a computer or tablet?
I've tried any device that might have had access in the past but I haven't got any notifications
Do you have a computer to use now that you were logged into facebook before?
Yes
Please try to log into facebook on your computer and let me know if it works please.
Just tried but getting the same message:
May I have the email address on file with your facebook account?
Please allow me a few minutes to try to get your facebook working.
OK, thanks
May I ahve the 6 digit code sent to your email address from facebook?
That's also the issue, I don't have access to that email account anymore. It was a very old account
what about the phone number ending in 51?
That was also an old number that I removed and replaced in my account with my new number but now it's coming back
I don't have access to that anymore
One moment please.
Please use the link and submit to facebook using the link below. The turn around time for facebook could be as long as 48 hours to re enable your account.
I can fill the form for you but i will need a copy of your id sent to my email address.
Does it have to be the same ID as I uploaded my driving license earlier. I can send my passport?
Yes you can use a passport a well.
OK, I'll fill it in in a minute
How will they contact me with an answer?
Please also let me know if you get any emails from facebook after filling out the form.
I've sent the form.
I'll wait for their answer
Again sorry for taking for long.
Hi Charles, Good news. We now have access to the email address that the FB account is linked to.
I've changed the PW so it's 100% right and we've tried to login again but it keeps saying that we need a 6 digit login code. This code we don't receive. I then try to request a code to my phone but it says too many codes requested.
How I have access to the email address linked to the FB account, is there something else I can do extra?
Usually what happens is after you regained the email address, after trying so many times to get a code sent to the email adrress on file, Facebook will lock up so you have to wait 24 hours at least before trying again so that Facebook will send a code to your email address.
Byron Narciso
Facebook Expert
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