Wrong profile showing up after resetting Facebook password.

GetHuman-edadair's customer service issue with Facebook from December 2018

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The issue in GetHuman-edadair's own words
Log into account following a password reset. ... On December *, **** my mother, Margie Adair (*****@***.com) was not able to log into her Facebook account which she has had for a number of years. I assisted her in using the password reset tool and entered the code emailed to the above email address. When she logged into Facebook after resetting her password she was logged into a profile for “Harold Adair,” my father. He does not use Facebook and neither he nor my mother remember setting that account profile up. I sent a message to Facebook using their “help” page but have not, as of yet, received any information on how to get my mother back into her Facebook account*profile. She is retired and spends quite a bit of time on Facebook. The sooner I get her back online the happier both she and my father will be. I am the one trying to get this resolved as both of my parents are old and have little patience or ability when it comes to things like this. I am regularly called on to come assist them with all of their technical issues. Please help! Thank you!!
The profile now showing up for the specified email address and password appears to be an old profile with no posts or friends.
Need to have current profile restored and associated to email address as before.
Have been using Facebook for a number of years.
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Customer service issue
Reported by GetHuman-edadair
Dec 6th, 2018 - a mon ago
I have an issue with Facebook too
Not resolved
Seen by 9 customers so far
Similar issue to 242632 others
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GetHuman-edadair started working on this issue
Dec 6th, 2018 1:36am