I cannot log into my account - it is asking for 2 factor authentification but is not sending codes to my phone NOR my email. I am able to log in...

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Customer

I cannot log into my account - it is asking for 2 factor authentification but is not sending codes to my phone NOR my email.

I am able to log in through the mobile browser ( safari ) but it will not let me go into my 2FA settings as it is "not supported on mobile"

I am at the end of the road for troubleshooting and could really use some help.

Thanks!

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.

Posted
Charles Totherow
Facebook Expert

May I have your email address connected to facebook?

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Charles Totherow
Facebook Expert

We can also do a screenshare on your computer to see so that I can try to resolve in real time?

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Customer
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Charles Totherow
Facebook Expert

Let me try to turn off two step verification so you can log in please allow me a few minutes.

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Charles Totherow
Facebook Expert

Please check and see if you get a code to your phone from facebook?

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Customer

No code sent to my phone

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Charles Totherow
Facebook Expert

Are you on a apple computer?

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Customer

yes!

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Charles Totherow
Facebook Expert

Can we do a screenshare so that I can see the screen an try to turn off two step verification?

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Customer

sure

 

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Charles Totherow
Facebook Expert
Charles Totherow
Facebook Expert

please click the link and run the software and I will need the id and password to screenshare

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Customer

does this screen share cost extra?

 

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Charles Totherow
Facebook Expert

its free

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Charles Totherow
Facebook Expert

I will do it for free

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Customer

ID 1 245 261 360

 

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Customer

password vk9i3gfp

 

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Charles Totherow
Facebook Expert

Log in to Facebook, then select the Settings tab, followed by the Security & Login page under the Settings tab. Click Edit next to the 2FA option. Next, you'll need to input your current Facebook password. Now you can click Turn Off to disable two-factor authentication

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Customer

can you see my screen?

 

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Charles Totherow
Facebook Expert

its blank i sorry about this

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Charles Totherow
Facebook Expert

Apple is very picky on screen sharing

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Customer

I think I fixed it hold on

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Charles Totherow
Facebook Expert

Lets reconnect again

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Charles Totherow
Facebook Expert
Customer

1 245 261 360

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Customer

kzabiu1t

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Charles Totherow
Facebook Expert

may i have the password?

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Charles Totherow
Facebook Expert

ok thank you one moment

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Customer

let me know when you're ready to jump back on - if I do not get back to you I will respond with my availability and we can schedule a time to reconnect. thank you Charles!

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Charles Totherow
Facebook Expert

You're very welcome I'm still trying to work on this 

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Customer

Hey I'm online for the next few hours - let me know if you have a solution yet. Thanks

 

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Customer

I'l be back on for a few hours here

 

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Charles Totherow
Facebook Expert

I am very sorry about takign so long to get back with you.  I have been unable to get the account back at this time.  Is there anyway that you can create another account?

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Charles Totherow
Facebook Expert

I am very sorry about this I have tried all I could.

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Charles Totherow
Facebook Expert

I have not heard back from you in some time.  I have tried to get your account back howerever unable to do so.  Please let me know if we can make another account and start out fresh with a new email address.

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Customer

Create another account?

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Customer

I'd much rather recover the one I have as I have almost 5 thousand friends and utilize it to promote my work.

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Customer

I am logged into facebook from my mobile Safari app - is there anyway, being able to be on the inside, to be able to send a code to trust my laptop and new phone?

 

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Charles Totherow
Facebook Expert

Lets try that and see if we can turn off two step verification.

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Charles Totherow
Facebook Expert
How to Disable 2FA
  1. Log in to Facebook, then select the Settings tab, followed by the Security & Login page under the Settings tab.
  2. Click Edit next to the 2FA option. Next, you'll need to input your current Facebook password.
  3. Now you can click Turn Off to disable two-factor authentication.
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Charles Totherow
Facebook Expert

This may work if your logged in on Safari on on your phone.  Pleqase let me know if you are able to do these steps.

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Customer

So I get here -

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Customer

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Customer

and then when I click USE 2FA - I get this

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Charles Totherow
Facebook Expert

Does it let you click on 2 step login

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Customer

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Charles Totherow
Facebook Expert

Let em try on my end pleaseallow me a few minutes 

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Customer

Thanks Charles

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Charles Totherow
Facebook Expert

Let me try on my end please allow me a few minutes.

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Charles Totherow
Facebook Expert

Very welcome

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Charles Totherow
Facebook Expert

May I have your password for facebook you can always change this later?  I just need to try to regain access.

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Customer

Juanpedro1027!

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Charles Totherow
Facebook Expert

Thank you one moment please.

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Charles Totherow
Facebook Expert

Can you check on your phone under Safari if there are any notifications about logging in 

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Charles Totherow
Facebook Expert

You have to click the bell for notifications as well.

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Charles Totherow
Facebook Expert

Should be a notification to allow login from another device as well.

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Customer

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Customer

no new notifications

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Charles Totherow
Facebook Expert

Allow me a few minutes to continue.

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Charles Totherow
Facebook Expert

This email address, a**r@gmail.com, do you still have access to this gmail address?

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Customer

yes

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Charles Totherow
Facebook Expert

Thank you one moment.

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Charles Totherow
Facebook Expert

Let mehave a few more hours to wkr on this as I have been trying all week to try to recover .  I am very sorry this has taken so long and I will try to resolve as soon as possible.

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Customer

okay

 

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Charles Totherow
Facebook Expert

Once again I'm very sorry for taking so long I will try to get this resolved as soon as possible

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Customer

can you resend that form we tried to fill out earlier?

 

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Customer

that was to report the problem but I couldn't do it bc I wasn't logged in

 

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Customer

I just emailed d**d@fb.com I am going to keep looking for ways to reach out

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Customer

any luck

 

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Charles Totherow
Facebook Expert

I have tried all I could

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Charles Totherow
Facebook Expert

Please allow me a few more days to continue

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Charles Totherow
Facebook Expert

I found a link that may work for Facebook to turn off two step login.  Please click the link below.

https://www.facebook.com/help/contact/ ***-***-**** 22339 

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Charles Totherow
Facebook Expert

All you have to do is scroll to the bottom and upload your id and enter your email address and upload to facebook.

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Charles Totherow
Facebook Expert

Hopefully Facebook will turn off two step login so that you can log back in on your account.

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Customer

it did not work. 

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Customer

When I log into facebook through my phone on Safari - I get this:

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Customer

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Customer

and it works - but when I type in that email into the facebook app it says it doesn't have an account attached to it.

is my code generator connected to my aol email?

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Customer

and if so - how do I get access to that? I tried logging into my AOL account and there are zero emails regarding facebook stuff

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Charles Totherow
Facebook Expert

Please try your phone number instead of your email address to see if the link will work.

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Customer

nope

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Customer

I also just got a password reset code? I've already tried that multiple times

 

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Charles Totherow
Facebook Expert

Faceboko seems to having a glitch that they have not fixed as of yet.  I am still trying to work on this as we speak.  Sorry it has taken so long.

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Customer

I mean at this point - is there someone else who may be able to assist - or do you have a next steps at all like somewhere else I could try to attempt to get help? I feel like we've been at the same threshhold for a while.

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Customer

I do appreciate your help - a lot I am thankful for your effort, but I think it's time to expand our horizons here

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Charles Totherow
Facebook Expert

Not at this time I have tried everything I know of to try to resolve this.  

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Charles Totherow
Facebook Expert

This issue can remane open for 30 days or if you wish to wait to hear back form facebook or we can close this issue.

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Charles Totherow
Facebook Expert

The only other thign I know to do is open a new account with a different email address and then it would work.  Most customers who have had similiar have had to open new accounts because Facebook would not respond to the support requests.

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Customer

Leave it open for now - I'l think about it.

Posted

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