My boss and dad opened a bad malware message and now he can no longer access his accoun...

GetHuman-beaufarr's customer service issue with Facebook from August 2018

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Help with my Facebook issue
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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-beaufarr's own words
My boss and dad opened a bad malware message and now he can no longer access his account. **We changed passwords.**Now when we try to log into his account a message comes that says...**Two-Factor Authentication Required*You’ve asked us to require a *-digit login code when anyone tries to access your account from a new device or browser.*Enter the *-digit code from your Code Generator or *rd party app below.**No message comes in via SMS, no message gets emailed either. I am not sure what to do! **Please help.
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Facebook

Customer service issue
Reported by GetHuman-beaufarr
Aug 9th, 2018 - a yr ago
I have an issue with Facebook too
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Seen by 5 customers so far
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Items needed
Email on Account
Phone number on Account
Name of Account Holder
Photo of Passport or Driver's License
Timeline
GetHuman-beaufarr started working on this issue
Aug 9th, 2018 4:35pm
GetHuman-beaufarr indicated the issue is not fixed yet.
Aug 10th, 2018 6:24pm
GetHuman-beaufarr indicated the issue is not fixed yet.
Aug 10th, 2018 7:38pm