I was sent a video on messenger and it was a virus or a trojan horse and now I can not...

GetHuman-mattbel's customer service issue with Facebook from July 2018

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Top Tip from another customer
If you believe your Instagram account was hacked and need to recover the account then click here https://help.instagram.com/contact/272476913194545?helpref=faq_content enter your username and email to the account, then click “Yes”. A new list should appear below so click “Yes” then “Yes” then “More than 10 weeks” then “2 weeks or less” from there click “Send”. You should be receive a response from Instagram within 24 -72 hours.
The issue in GetHuman-mattbel's own words
I was sent a video on messenger and it was a virus or a trojan horse and now I can not login to my account at all I have no access to it and Facebook will not send me a sms code or email a valid way to regain access I have changed passwords on my account more than once since this has happened I would greatly appreciate help getting my account back I have sent in pictures of my DRIVER'S LICENSE to and have had no response back. Please help
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Customer service issue
Reported by GetHuman-mattbel
Jul 26th, 2018 - 10 mons ago
I have an issue with Facebook too
Seen by 11 customers so far
Similar issue to 84534 others
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Items needed
Email on Account
Phone number on Account
Name of Account Holder
Photo of Passport or Driver's License
GetHuman-mattbel started working on this issue
Jul 26th, 2018 8:34pm
GetHuman-mattbel indicated the issue is not fixed yet.
Jul 26th, 2018 11:53pm