Facebook message with virus. Unable to acess account.

GetHuman945296's customer service issue with Facebook from August 2018

14 views | 91651 similar | 0 following
Help with my Facebook issue
GetHuman945296's next move: find and follow the right step-by-step guide.
Facebook doesn't have a customer phone number that is answered by an agent. Instead, GetHuman945296 will need to dig through the advice provided by Facebook, other customers and consumer advocacy websites like GetHuman. Here are some instructions we've written for similar issues- hopefully GetHuman945296 can let us know if they help or not.
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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 GetHuman945296's own words
Hello, about a month ago my mother got a strange message from a relative* (normally they never talked so it was weird seeing a message come from her) she looked at the message, it was an emoji with a youtube link. She clicked on the link... Then she got kicked from her account. She was confused of how a link can do such a think! Shes tried getting her account back, they said if she sent a selfie, they could recover her account. However... No message was ever sent back... She still gets email of notifications from facebook, but cant get in contact... Cant log in.. My main goal is for her to be able to have her account back. She really doesnt want to start over, but shes afraid thats what its going to come to.*Please, if you can help, that would be truely amazing.*Thank you.
If possible being able to recover the account. Or knowing that we have to make a new account.
About eight to ten years the account was in use.
We have tried emailing facebook, going through the process of taking a selfie to match the profile, we've tried doing code after code* but the codes keep geting sent to an old phone.
How GetHuman945296 fixed the problem

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Facebook

Facebook & facebook messenger
Customer service issue
Reported by GetHuman945296
Aug 3rd, 2018 - 3 years ago
Fixed
Seen by 14 customers so far
Similar issue to 91651 others
0 customers following this
Items needed
Email on Account
Phone number on Account
Name of Account Holder
Photo of Passport or Driver's License

Timeline

GetHuman945296 started working on this issue
Aug 3rd, 2018 12:47am
GetHuman945296 indicated the issue is not fixed yet.
Aug 3rd, 2018 1:51am
GetHuman945296 indicated the issue is not fixed yet.
Aug 3rd, 2018 1:53am
GetHuman945296 indicated the issue is not fixed yet.
Aug 3rd, 2018 1:55am
GetHuman945296 indicated the issue is not fixed yet.
Aug 4th, 2018 1:49am
GetHuman945296 indicated the issue is not fixed yet.
Aug 6th, 2018 10:49pm
GetHuman945296 indicated the issue is not fixed yet.
Aug 6th, 2018 10:55pm
GetHuman945296 indicated the issue is not fixed yet.
Aug 6th, 2018 10:56pm
GetHuman945296 indicated the issue is not fixed yet.
Aug 8th, 2018 12:47am
GetHuman945296 indicated the issue is not fixed yet.
Aug 8th, 2018 12:50am
GetHuman945296 indicated the issue is not fixed yet.
Aug 14th, 2018 12:47am

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