hello my name is XXXXX XXXXX X hope I might be able to help
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!
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
I have done all that nothing is helping it does not allow me to do it
Hmm, it is possible then that someone has unlawfully gained access to your account
Yes possibly I dont know who, what can i do urgently
This can occur either by hacking, or someone accessing your machine while you're away or something and changing your information
noone accessed my machine
what can i do urgently
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!"
Let me find it for you
Okay, when you go to forgot password
It allows you to enter your username or email
Did you set a unique username for your facebook?
yes I did all that
and submitted all the info
but no reply
Okay, ont he next page you can email or get a text code
Your email, they have an excerpt of it
Like this : email@example.com
can you do it for me
Does yours look like the proper one there?
Sure, I can try, whats your username
See it censors it out here, instead of putting @ put AT
and instead of . put DOT
I dont understand
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
Instead of using the @ symbol, put "AT" instead of a period "." put "DOT"... All I see is XXXXX@XXXXXX.XXX
i would really appreciate your help its really urgent
No problem.. I just need your username to take care of it like i said, all I see is XXXXX@XXXXXX.XXX
So you'll need to XXXXX@XXXXXX.XXX
so like "MaryJane AT MSN Dot COM"
This is all I see :
See how it's censored out there?
Okay, instead of typing your email address like you are... please do this
If your email is MaryJane @ Yahoo . com
Please type it like this
Otherwise it is censored and I cannot read it
yhaleAT Yahoo DOT com
What is the name of a friend of yours on your page and I can search it that way too
Okay, I found the account
Is it like a burning heart?
Do you have access to your yahoo email account?
Okay it should have sent the link there.
I am in it now
Please try for me one more time
Should be a 6 digit confirmation code.
Check your email
Check your junk mail too
it may be going there
That is the page I'm on right now, so it should be in your email
There's another option if you don't see it
I got a code
what is it?
Okay, now here's the sketchy part lol
It's going to make a new password
I'm going to set it to something temporary
You can use it to log in then go change the password XXXXX okay?
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.
can i suggest it
Okay, but I'd suggest changing it after
Raymond1 no spaces, capital R
no you decide it
Password XXXXX XXXXX
Please try logging in
It wouldn't let me proceed since it didn't recognize my computer
But I managed to change the password XXXXX think
okay is it T upper case
shall i try to log in
not allowing me in
Is it giving an error?
I got logged in right now
Let me try logging out
no just cant get in
Please try now
What's it saying?
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
Okay try logging in now.
I had to log out
It actually let me in your account after you did that
It was originally prompting me to enter security questions and such
You should be able to log in now
what shall I do
Go back to the facebook login page and enter your email and that password XXXXX gave you
okay will try now
just doesnt register at all, it tries and then nothing
Okay let's try this from the top.
Please bear with me
I think you need to do the forgot password XXXXX because it is unique to the computer its on
So hit "Forgot Password"
ok stay there
It should take you to the "Identify Your Account"
shall I do the whole identify account thing
enter in that yahoo email address in that top field.
This hit Search
Please let me know when you've done that.
what do you mean
you're on the Identify account screen right?
Under Email, phone or Facebook username
Please enter in your yahoo email address that you provided earlier.
After you type that in there, please hit Search, in blue, on the lower right.
Let me know when you have done that.
I did nothing came up now i have to complete the whole identity form, this is what happened before
I did nothing came up,
Back to the identiy page
have to complete the whole identity thing again
And try typing Your name, and a friend's name
Instead of email
yes i am
Curiously, it worked for me
I will but i tried that earlier, will see how i go
I'm unsure why you're having difficulties... Let's try this.... You're using Internet Explorer right?
I am logged into my fb account on my mobile under old password
could that not help
Okay, sorry to seem like I'm telling you to do everything all over again...
Let's do one more thing
I looked at the account again and I'd like you to go back to the www.facebook.com home page.
Enter in your email address that you gave earlier
And that password XXXXX gave you, Temporary1
It should allow you in now.
If you're on on your mobile phone right now, Try to change your password XXXXX it IF this doesn't work this time.
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.
I'd seriously suggest ditching Internet Explorer.
Go with Google Chrome,
Please download that in the mean time while we troubleshoot Facebook further.
It could be there is a caching problem with Internet Explorer.
No not in
i have another laptop let me try
Is it just coming up with a blank page like this?
Any time you try to enter your info?
what is it do you think
Well you said you're entering your email and password XXXXX
you got in before
And you hit Log in
Mmhmm, I have, I can still get in ... It's scary I don't like being in another person's account lol
Let's try your other laptop too
okay let me try again
If we can't get in on either, I'd definitely say let's download google chrome for the purposes of troubleshooting at least.
ok i am in on other laptop
what happened do you think
Not entirely sureh ow to describe it, something in the cache is messed up perhaps.
what can i do
Don't worry we still have plenty of options
Did it not work on your other computer either?
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?
yes it is working on other laptop I am in
Okay so we can isolate it down to your computer
Please do this
To delete your cookies, click Delete cookies... .
To delete your history, click Delete history... .
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
Under the General tab, you should see Browsing History
And this is for the computer you're having problems on
cant find it
Here I'll show you a pic
I circled in Black what you need to hit... the first one on the top right
Looks like a little gear.
then the other window there pops up
Please hit Delete...
Oh you have to hit Internet Options first, sorry
Hit the cog, then go to Internet Options
Hitting Delete... choose ALL of the boxes there,
still cant find it
Are you on Internet Explorer 9?
Or internet Explorer 8?
do you see the little Cog / Gear button like in the picture?
i dont know when i click on internet explorer I go into google
Okay no no thats fine
Can you look in the very top right like you were going to be closing the browser out?
You should see a little tiny icon that looks like a gear
little cog/gear looking icon
Do you see it?
I just deleted browsing history
Awesome, cookies, cache, passwords, all of it?
Awesome... Okay, can you try accessing your facebook now from this computer
shall i try to login
Let me know when you are back, I see you have left.
Ah there you are.
Is Facebook working on this computern ow?
Still can't access it on this computer?
But you can access it with that password XXXXX gave you on your laptop right>?
hmm are you having difficulties staying connected to chat?
on other laptop yes
I am still trying
Okay can you please download a different internet browser for me for troubleshooting purposes
Please download google chrome on this computer and after installing try to access facebook again from this computer.
shall i restart
you can try that first, but I'd suggest downloading Google chrome browser to try that
i think the problem lies with the Internet Explorer on this computer still for some reason
After Google Chrome is installed and opened, please try accessing facebook again.
hmm it appears I lost you
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!
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
Hello, I hope you are well and we can continue working on this today :)