I cannot recover my account.

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Customer

I cannot recover my account.

Last updated
Scott Steinbrink
Facebook Expert

Hello and welcome to ExpertHelp.com! My name is Scott Steinbrink 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’ll be giving you a call soon. If I don’t catch you this time, please reply with a few times (including your timezone) that work best for you and we can connect then.

Posted
Scott Steinbrink
Facebook Expert

Two ways to recover your account:

1) www.facebook.com/hacked

2. www.facebook.com/identify

Both these will help with the process in recovering your account. 

Posted
Customer

Hi Scott, thanks for getting in touch. I have tried every way that Facebook has recommended including usong the Identify tool and Reporting a Problem. 

I am receiving an error when I try to use the Identify tool. Please see the screenshot attached. I am 100% sure I am using the correct email. As a matter of fact, when I try to use the email for a different account I have access to, it gives me the same error. 

Posted
Customer

Feel free to call me anytime.

Posted
Scott Steinbrink
Facebook Expert

Looks like the pathetic hacker changed the phone number and email information. I will escalate this to someone who will take over on the phone. I am deaf, and will not be able to use the phone support.  Have patience, and Someone will be with you as soon as possible. 

Posted
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’ll be giving you a call soon. If I don’t catch you this time, please reply 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 yout first and last name please?  I will have to do a facebook people search to find the old account.

Posted
Customer

Ricardo Dueno. The account username is: RicardoDuenoGorbea. 

Posted
Charles Totherow
Facebook Expert

Please allow me a few hours to diagnose and troubleshoot the account

Posted
Charles Totherow
Facebook Expert

I will start out by trying to find your account and then try to get you log back in

Posted
Charles Totherow
Facebook Expert

But in order to do so may I have your permission to access your Facebook account

Posted
Customer

Yes.

Posted
Charles Totherow
Facebook Expert

May I have the code texted to your phone from facebook?

Posted
Customer

299467

Are you sure you arw Trying To Log In In The Correct Account? I Don't Think I Had This Phone Registered With That Account. It May Be My Other Account Which I Hace access to. 

Posted
Charles Totherow
Facebook Expert

May I have the email address that was on file with your old account?

Posted
Customer

r*1@gmail.com

Posted
Charles Totherow
Facebook Expert

Thank you for that please allow me a few moments to diagnose the account

Posted
Charles Totherow
Facebook Expert

May I have the code sent to your email from Facebook?

Posted
Customer

008055 is your Facebook account recovery code

Posted
Charles Totherow
Facebook Expert

Posted
Charles Totherow
Facebook Expert

Is this your facebook account that you were trying to recover?

Posted
Charles Totherow
Facebook Expert

I sent the recover code form your email and was able to regain access

Posted
Charles Totherow
Facebook Expert

Please try to log into your facebook account.

Posted
Charles Totherow
Facebook Expert

Please let me know if you are able to log back in?

Posted
Customer

How do I log in?

Posted
Charles Totherow
Facebook Expert

Please use your email address the one you provided to me and your password to log in.

Posted
Charles Totherow
Facebook Expert

Are you trying to log in on a phone or computer, either way just click log in and insert your email address and password to get back in to facebook.

Posted
Customer

What's the password? Can you reset the password?

Posted
Charles Totherow
Facebook Expert

I can do this as well one moment.

Posted
Charles Totherow
Facebook Expert

May I have the code sent to your email address?

Posted
Customer

295447 is your Facebook account recovery code

Posted
Customer

I was able to follow the instructions on the recovery email to reset my password.

I don't know how you did it but you have definitely been very helpful. Thank you very much for your service. 
 

Posted
Charles Totherow
Facebook Expert

Were you able to log back into facebook?

Posted
Customer

The Accept Answer link takes me to a broken page that says "Page Not Found."

See screenshot below.

Posted
Charles Totherow
Facebook Expert

Please try the second link below as well.

Posted
Customer

It also sends me to the broken page. 

Posted
Charles Totherow
Facebook Expert

I will ask my manager to accept the answer on your behalf as well.  Thank you for allowing me to help solve this for you.

Posted

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