Me and my gf have a joint Facebook account. We have recently had to change the password...

GetHuman-idfk's customer service issue with Facebook from February 2019

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The issue in GetHuman-idfk's own words
Me and my gf have a joint Facebook account. We have recently had to change the password due to we believe our account was hacked. We also changed the password on the email address connected to it as well, can't remember that either.Yesterday we bought new phones and upon attempting to login on those new phones, realized that we forgot the new passwords. We went through the typical steps of recovering the account and the only option we get is to login to that email. After every other attempt was exhausted, we did the send id thing to no avail. Being a joint account, it has both our first names as the profile name and I can only upload one photo using the UI provided. I was denied despite my face being in the id photo and my photos being all over that Facebook account are obviously the same and my first name on my id being correct as well. Also, the photo id was sent using a common ip address that is used by both me and my gf to access our account. We even still have one phone that we own that is able to access the account on the same ip. I'm not understanding what the major issue is being that we can provide loads of proof showing that we are the creators and owners of this account.
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Facebook

Customer service issue
Reported by GetHuman-idfk
Feb 17th, 2019 - 8 mons ago
I have an issue with Facebook too
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GetHuman-idfk started working on this issue
Feb 17th 7:13pm