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hackers are controlling my facebook ad account - help!
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Hi Alicia,
Can you provide me more information on what is happening on your Facebook account? Can you still login to your account?
Such a relief to be talking to someone about this - I'm so stressed
Can you provide me more information on what is happening on your Facebook account? Can you still login to your account?
Yes, what happened is that suddenly new people were added to my facebook ad admin and they are adding their own adverts
are you the owner of the facebook page?
yes but what they did first was to send something inapproprite which meant that facebook stopped my access to my account. that means that i can't remove them from the admin
is that a business page? do you own the business?
so i have my private page and a business page and in the past I had boosted posts so had a ad page that the hackers are now using
so i'm still on there as an admin but theyve added 4 people who are adding these adverts
I have removed all methods of payment but theyve put their own on !!
if you still an admin on that page then you can remove those admin people that you dont know.
i can't because facebook has limited my access to everything becasue of whatever it was that the hackers sent or posted right at the beginning - this all started on July 4th
can you still see the page settings can you still modify the page? or can you still create post on your page?
so all i can do is remove the posts they keep posting
hmmm... are chatting with me on a computer?
hmmm... are you chatting with me on a computer?
yes
ok great. I can connect to your machine for me to check. Are you using windows computer?
yes
ok please click the link below and install the teamviewer remote support software. You will be provided with userid and password after installing teamviewer. Provide me the id and password so that i can connect to the machine.
https://download.teamviewer.com/download/TeamViewer_Setup_x64.exe
Am installing it
alright. ill wait here
Its asking me for partner id?
i Have an id and password but then it's asking me for partner id?
I guess to link us up?
provide me the id and password here
give me the teamviewer id and password here so that i can connect to your computer
ok
id 770 452 147
whats the password below the id?
password qdcx9bub
ok connecting now.
i am now connected
great
what do i do now
dont close the teamviewer box below
it will disconnect me
ok
let me control the mouse
what is the name of your ad page?
this is the problem page - can you see it in ads manager?
yes, the one that says account error?
yes
is it really in a different language?
i think the hackers are sending these ads to thailand??
yeah looks like thailand..
do you know those person that are in the admin list?
no they are the hackers but when i try to remove them it wont let me
hhmmm.. let me check
who are we going to remove? or remove them all and leave your name there?
just leave me as i assume that that is how they are getting access to my ad account?
ok
Actually id like to close my ad account down completely but it wont let me do that either!
you looks like that Facebook tagged it as scam page already since you already receive a notification "account error"
i suggest lets remove it completely and just re-apply a new ad account.
yes please
ok
hmmm... weird... its still there though i already reset everything
what can we do?
let me check again..
seems like all restriction was implemented on your account and you cannot even do anything on the ad account although you are an admin.
Last resort is to report this issue to facebook admin and ask them to completely deactivate your ad account reason it was hacked.
yes so on 4 July the hackers sent or posted something that meant that i ws restricted
it ends on august 4th
somehow they are able to post ads and i keep removing them and complaining to facebook who have not helped me
give me one sec let me look for a right place where we can report this to the facebook admins.
do you know a way to get through to facebook to deacivte my account?
thanks
do you have a persona facebook account?
a personal account?
yes its alicia sherring
ok.. can you go to your personal facebook account
do you recognized all the logins on your facebook account?
no i dont!
ive changed my password loads since this happend!!!
there manchester, new castle, london using ipad 7th gen, iphone 12... do you recognized this?
no!!!
seems like that the culprit orignally cam from your personal facebook account. because the ads were posted on your personal facebook account.
how do they keep on logging in? Ive changed my password!!
what can we do to stop them?
hold on
ok.. ive logged out all the unecessary logins. are you sure you change your password already?
yes i have - i can do it again but they seem able to get in regardless
they wont anymore since all the unecessary sessions has been logged out already.. it will require them to enter the new password after you changed it
can i just close down everything?
but i changed it the other day after i had done what you just did and they got back in!
i can try again - if they do get in again please can i talk to you again tomorrow?
make sure not to give your password to anyone.. let me double check the setting again. hold on.
familiar with those devices?
they are from quite a long time ago - we can remove them though?
yep lets remove them..
would you like to change your password now?
ok - do you think i should use the two factor authentication? would that stop them?
no need. i have an experience before that when i enable the to factor authentication I can get through to my account.
i cant get through to my account
not sure what you mean
the two factor authentication has flaw on FB system. I wouldnt recommend it at the moment
oh right
you can change thefacebook personal password later after we disconnect.
for now lets report the ad issue to fb admin..
ok
can press print screen on your keyboard.
you want me to press something?
i need the screenshot fo the ad that was posted.
how?
theres a print screen key on your keyboard something like prt scr. press that key once i switch the page to the ad page and let me know when you are done
were done.. we already reported the ad issue to the admins and they will take it down once they saw the report that we submitted.
anything else I can assist you?
I don't have much faith with fcebook as I have already reported it
is there any way the hackers can get in once i have chnaged my password? Is it the fact that they are admin on my ad page which gives them access?
we already reported the ad account to be deleted and thats the main priority that faecbook should do based on our report. I dont think they will be able to post anything now on your ad account since accessing the ad account requires you to login to your personal facebook account. we already removed all the unecessary logins made and you will change your password later on after this so i dont think they can get in to your account anymore.
make sure not to give your password to anyone else or if anyone will ask you for a facebook code please do not entertain it.
if they do, please can i get hold of you again tomorrow?
sure you can bookmark this page so that you can get back to me easily.
so what do i do to get hold of you? Just type here again?
yes. once you are back to this same page just type your message like we are doing so that i will be notified.
anything else i can assist you?
im going to change my password now and pray!!
The hackers got into my account again last night - please can chat together again today? WHat time are you free? Thanks
Hi Alicia,
May i know what happened to your facebook account? Are you referring to your personal account?
Hi again - so despite changing my password they have managed to get back in and make new ads. Can we chat again today please? Thanks
Sure. Give me the teamviewer id and password so that i can connect to your computer
Are you still there?
Teamviewer 770 452 147
password z8anmfg2
Sorry wasnt able to saw you message since ive waited for your for 3 hours and I thought you are busy. Lets schedule this tomorrow 2pm GB time.
Great, thanks
are you ready Alicia. I will be available only for the next 2 hours.
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