hello, i am trying to change my grandmas facebook account password. she got a new phone...

GetHuman1381844's customer service issue with Facebook from October 2018

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The issue in GetHuman1381844's own words
hello, i am trying to change my grandmas facebook account password. she got a new phone & cant login since she doesn’t know her password. we still have her old phone which she is logged into facebook on but i am not able to change her password. we requested the code sent to her mobile number but we never got one. i have tried this many times. she doesn’t have an email linked to the account so there is no other way to receive a code.
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Customer service issue
Reported by GetHuman1381844
Oct 20th, 2018 - a mon ago
I have an issue with Facebook too
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GetHuman1381844 started working on this issue
Oct 20th 4:59pm