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s_feehan
s_feehan, Computer Repairer
Category: Computer
Satisfied Customers: 243
Experience:  11 years of repair, 3+ in a professional setting
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I cannot get into my facebook account it will not accept my

Resolved Question:

I cannot get into my facebook account it will not accept my password XXXXX it had been changed but I had not changed it
Submitted: 1 year ago.
Category: Computer
Expert:  s_feehan replied 1 year ago.

s_feehan :

hello my name is XXXXX XXXXX X hope I might be able to help

s_feehan :

I do see you are new to the service and I would like to welcome you, when you are satisfied with my service, which is based on my courtesy, level of knowledge and professionalism, and if I have done everything I can to offer you a solution to this. Please rate my service at the bottom (or the top if we are no longer in a chat style setup) as this is the only way to receive credit for assisting you today, no rating looks as I've never helped you!

s_feehan :

If you could please go to facebook.com at the login page and hit "Forgot Password" we can go about trying to reset your password XXXXX to what you want

Customer:

I have done all that nothing is helping it does not allow me to do it

s_feehan :

Hmm, it is possible then that someone has unlawfully gained access to your account

Customer:

Yes possibly I dont know who, what can i do urgently

s_feehan :

This can occur either by hacking, or someone accessing your machine while you're away or something and changing your information

Customer:

noone accessed my machine

Customer:

what can i do urgently

s_feehan :

The only viable course right now is to get in touch with Facebook directly, there should be an option in the "Forgot Password" process that is like "Help! I've been hacked!"

s_feehan :

Let me find it for you

s_feehan :

Okay, when you go to forgot password

s_feehan :

It allows you to enter your username or email

s_feehan :

Did you set a unique username for your facebook?

s_feehan :

Like www.facebook.com/yourusernamehere

Customer:

yes I did all that

Customer:

and submitted all the info

Customer:

but no reply

s_feehan :

Okay, ont he next page you can email or get a text code

s_feehan :

Your email, they have an excerpt of it

s_feehan :

Like this : d*********h@gmail.com

Customer:

can you do it for me

s_feehan :

Does yours look like the proper one there?

s_feehan :

Sure, I can try, whats your username

s_feehan :

See it censors it out here, instead of putting @ put AT

s_feehan :

and instead of . put DOT

Customer:

I dont understand

s_feehan :

Justanswer frowns upon personal information like that being in public and is in fact against the rules., I'll use it to help you reset your password, but I'll have to forward this question along to a moderator to censor it back out to protect customer privacy, it may cause a delay in further troubleshooting

s_feehan :

Instead of using the @ symbol, put "AT" instead of a period "." put "DOT"... All I see is XXXXX@XXXXXX.XXX

Customer:

thankyou

Customer:

i would really appreciate your help its really urgent

s_feehan :

No problem.. I just need your username to take care of it like i said, all I see is XXXXX@XXXXXX.XXX

s_feehan :

So you'll need to XXXXX@XXXXXX.XXX

s_feehan :

so like "MaryJane AT MSN Dot COM"

Customer:

Yvonne Hale

s_feehan :

This is all I see :

s_feehan :

See how it's censored out there?

Customer:

?

s_feehan :

Okay, instead of typing your email address like you are... please do this

s_feehan :

If your email is MaryJane @ Yahoo . com

s_feehan :

Please type it like this

s_feehan : XXX@XXXXXX.XXX
s_feehan :

Otherwise it is censored and I cannot read it

Customer:

yhaleAT Yahoo DOT com

Customer:

no

Customer:

sorry

s_feehan :

Close, :)

s_feehan :

What is the name of a friend of yours on your page and I can search it that way too

Customer:

yhale101powerconfessionsATYAHOO.com

Customer:

Hayley Solich

s_feehan :

Okay, I found the account

s_feehan :

Is it like a burning heart?

s_feehan :

Your picture?

Customer:

yes

s_feehan :

Do you have access to your yahoo email account?

Customer:

yes

s_feehan :

Okay it should have sent the link there.

Customer:

I am in it now

s_feehan :

Please try for me one more time

s_feehan :

:)

Customer:

try what

s_feehan :

Should be a 6 digit confirmation code.

s_feehan :

Check your email

s_feehan :

Check your junk mail too

s_feehan :

it may be going there

s_feehan :


Check Your Email





Check your email - we sent you an email with a six-digit confirmation code. Enter it below to continue to reset your password.







We sent your code to:

yhale101powerconfessions@yahoo.com



s_feehan :

That is the page I'm on right now, so it should be in your email

s_feehan :

There's another option if you don't see it

Customer:

I got a code

s_feehan :

sweet!

s_feehan :

what is it?

Customer:

675888

s_feehan :

Okay, now here's the sketchy part lol

s_feehan :

It worked

s_feehan :

BUT

s_feehan :

It's going to make a new password

s_feehan :

I'm going to set it to something temporary

s_feehan :

You can use it to log in then go change the password XXXXX okay?

Customer:

Ok

s_feehan :

As soon as I do this, I HAVE to flag this question you've made for containing personal information to have it censored and omitted so its not public access.

Customer:

can i suggest it

Customer:

Raymond 1

s_feehan :

Okay, but I'd suggest changing it after

s_feehan :

Raymond1 no spaces, capital R

Customer:

no you decide it

Customer:

your choice

s_feehan :

Okay.

s_feehan :

Password XXXXX XXXXX

s_feehan :

Please try logging in

s_feehan :

It wouldn't let me proceed since it didn't recognize my computer

s_feehan :

But I managed to change the password XXXXX think

Customer:

okay is it T upper case

s_feehan :

yes.

Customer:

shall i try to log in

s_feehan :

Please.

Customer:

not allowing me in

s_feehan :

Is it giving an error?

s_feehan :

I got logged in right now

s_feehan :

Let me try logging out

Customer:

no just cant get in

s_feehan :

Please try now

s_feehan :

What's it saying?

Customer:

nothing,it said at first it was locked coz someone tried to log in from different location, It said is that okay i said yes

s_feehan :

Okay try logging in now.

s_feehan :

I had to log out

s_feehan :

It actually let me in your account after you did that

s_feehan :

It was originally prompting me to enter security questions and such

s_feehan :

You should be able to log in now

Customer:

what shall I do

s_feehan :

Go back to the facebook login page and enter your email and that password XXXXX gave you

s_feehan :

www.facebook.com

Customer:

okay will try now

Customer:

No

s_feehan :

What happened?

Customer:

just doesnt register at all, it tries and then nothing

s_feehan :

Okay let's try this from the top.

s_feehan :

Please bear with me

Customer:

ok

s_feehan :

I think you need to do the forgot password XXXXX because it is unique to the computer its on

s_feehan :

So hit "Forgot Password"

Customer:

ok stay there

s_feehan :

It should take you to the "Identify Your Account"

s_feehan :

Okay.

Customer:

shall I do the whole identify account thing

s_feehan :

yes please.

s_feehan :

enter in that yahoo email address in that top field.

s_feehan :

This hit Search

s_feehan :

Please let me know when you've done that.

Customer:

what do you mean

s_feehan :

you're on the Identify account screen right?

Customer:

yes

s_feehan :

Okay,

s_feehan :

Under Email, phone or Facebook username



s_feehan :

Please enter in your yahoo email address that you provided earlier.

s_feehan :

After you type that in there, please hit Search, in blue, on the lower right.

Customer:

yes

s_feehan :

Let me know when you have done that.

Customer:

I did nothing came up now i have to complete the whole identity form, this is what happened before

Customer:

I did nothing came up,

s_feehan :

Go back

s_feehan :

Back to the identiy page

Customer:

have to complete the whole identity thing again

s_feehan :

And try typing Your name, and a friend's name

s_feehan :

Instead of email

Customer:

yes i am

s_feehan :

Curiously, it worked for me

Customer:

I will but i tried that earlier, will see how i go

s_feehan :

I'm unsure why you're having difficulties... Let's try this.... You're using Internet Explorer right?

Customer:

nothing again

Customer:

yes

Customer:

I am logged into my fb account on my mobile under old password

Customer:

could that not help

s_feehan :

Okay, sorry to seem like I'm telling you to do everything all over again...

s_feehan :

Let's do one more thing

Customer:

ok

s_feehan :

I looked at the account again and I'd like you to go back to the www.facebook.com home page.

s_feehan :

Enter in your email address that you gave earlier

s_feehan :

And that password XXXXX gave you, Temporary1

s_feehan :

It should allow you in now.

Customer:

ok

s_feehan :

If you're on on your mobile phone right now, Try to change your password XXXXX it IF this doesn't work this time.

s_feehan :

I'm unsure why I can access it but not you... Next step we'll try is clearing your browsing history and cache and see if something is bugged in there.

s_feehan :

I'd seriously suggest ditching Internet Explorer.

s_feehan :

Go with Google Chrome,

s_feehan :

Please download that in the mean time while we troubleshoot Facebook further.

s_feehan :

It could be there is a caching problem with Internet Explorer.

Customer:

No not in

Customer:

i have another laptop let me try

s_feehan :

Is it just coming up with a blank page like this?

s_feehan :

Any time you try to enter your info?

Customer:

what do you mean

Customer:

what is it do you think

s_feehan :

Well you said you're entering your email and password XXXXX

Customer:

you got in before

s_feehan :

And you hit Log in

s_feehan :

Mmhmm, I have, I can still get in ... It's scary I don't like being in another person's account lol

s_feehan :

Let's try your other laptop too

Customer:

okay let me try again

s_feehan :

Okay.

s_feehan :

If we can't get in on either, I'd definitely say let's download google chrome for the purposes of troubleshooting at least.

Customer:

ok i am in on other laptop

Customer:

what happened do you think

s_feehan :

Not entirely sureh ow to describe it, something in the cache is messed up perhaps.

Customer:

what can i do

s_feehan :

Don't worry we still have plenty of options

s_feehan :

Did it not work on your other computer either?

s_feehan :

I'm sorry maybe I'm not following correctly, when you go to www.facebook.com you enter in your yahoo.com email address there in the first field, your password XXXXX I gave you in the second and hit Log In.... What happens?

Customer:

yes it is working on other laptop I am in

s_feehan :

Oh okay

s_feehan :

AWESOME!

s_feehan :

YAAAY

s_feehan :

Okay so we can isolate it down to your computer

s_feehan :

Please do this

s_feehan :

Internet Explorer 9 and 8



  1. Click Tools, and select Delete Browsing History... .

s_feehan :

Internet Explorer 7



  1. From the Tools menu in the upper right, select Delete Browsing History... .


  2. To delete your cache, click Delete files... .

    To delete your cookies, click Delete cookies... .


    To delete your history, click Delete history... .



Customer:

yes

Customer:

ok

s_feehan :

If you have the new version of Internet Explorer, it's a little cog / gear shaped Icon way up on the top right by the X

s_feehan :

Under the General tab, you should see Browsing History

s_feehan :

And this is for the computer you're having problems on

Customer:

cant find it

s_feehan :

Here I'll show you a pic

s_feehan :

hang on

s_feehan :

s_feehan :

I circled in Black what you need to hit... the first one on the top right

s_feehan :

Looks like a little gear.

Customer:

ok

s_feehan :

then the other window there pops up

s_feehan :

Please hit Delete...

s_feehan :

Oh you have to hit Internet Options first, sorry

s_feehan :

Hit the cog, then go to Internet Options

s_feehan :

Hitting Delete... choose ALL of the boxes there,

Customer:

still cant find it

s_feehan :

Are you on Internet Explorer 9?

s_feehan :

Or internet Explorer 8?

s_feehan :

do you see the little Cog / Gear button like in the picture?

Customer:

i dont know when i click on internet explorer I go into google

s_feehan :

Okay no no thats fine

s_feehan :

Can you look in the very top right like you were going to be closing the browser out?

s_feehan :

You should see a little tiny icon that looks like a gear

s_feehan :

little cog/gear looking icon

Customer:

ok

s_feehan :

Do you see it?

Customer:

I just deleted browsing history

s_feehan :

Awesome, cookies, cache, passwords, all of it?

Customer:

yes

s_feehan :

Awesome... Okay, can you try accessing your facebook now from this computer

Customer:

shall i try to login

s_feehan :

Please

s_feehan :

Hmm...

s_feehan :

Let me know when you are back, I see you have left.

s_feehan :

Ah there you are.

Customer:

no

s_feehan :

Is Facebook working on this computern ow?

Customer:

not in

s_feehan :

Still can't access it on this computer?

Customer:

no

s_feehan :

But you can access it with that password XXXXX gave you on your laptop right>?

s_feehan :

hmm are you having difficulties staying connected to chat?

Customer:

on other laptop yes

Customer:

I am still trying

s_feehan :

Okay can you please download a different internet browser for me for troubleshooting purposes

s_feehan :

Please download google chrome on this computer and after installing try to access facebook again from this computer.

Customer:

shall i restart

s_feehan :

you can try that first, but I'd suggest downloading Google chrome browser to try that

s_feehan :

i think the problem lies with the Internet Explorer on this computer still for some reason

s_feehan :

After Google Chrome is installed and opened, please try accessing facebook again.

s_feehan :

hmm it appears I lost you

s_feehan :

Just as a reminder


when you are satisfied with my service, which is based on my courtesy, level of knowledge and professionalism, and if I have done everything I can to offer you a solution to this. Please rate my service at the bottom (or the top if we are no longer in a chat style setup) as this is the only way to receive credit for assisting you today, no rating looks as I've never helped you!

s_feehan :

We can continue working on this problem tomorrow if I can't get back with you in the next few minutes, as it is after midnight here... I would encourage you to rate my service so far OK Good or Excellent and we can continue working

s_feehan :

Hello, I hope you are well and we can continue working on this today :)

s_feehan, Computer Repairer
Category: Computer
Satisfied Customers: 243
Experience: 11 years of repair, 3+ in a professional setting
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