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Richard
Richard, Computer Specialist
Category: Computer
Satisfied Customers: 31183
Experience:  Over 20 years of consulting to the IT industry
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Unable to connect to my Facebook account, Yesterday morning,

Customer Question

Unable to connect to my Facebook account
JA: When did you last use the account?
Customer: Yesterday morning
JA: Have you installed any updates recently?
Customer: No
JA: Anything else you want the computer expert to know before I connect you?
Customer: No thank you
Submitted: 18 days ago.
Category: Computer
Expert:  Richard replied 18 days ago.

Hi there and welcome

Can you tell me please exactly what happens when you try to connect to your facebook account?

Please let me know

Customer: replied 18 days ago.
When I click on Facebook it will not connect. Should I just start a new account?
Customer: replied 18 days ago.
Are you there?
Expert:  Richard replied 18 days ago.

Hi there,

I am still here

Do not make a new account else you lose all your information from the old one.

I need to know please

Can you tell me please exactly what happens when you try to connect to your facebook account?

Please let me know

Customer: replied 18 days ago.
Oh dear, my daughter just deleted it. What was happening is it little round circle thing just kept going around and around and would never connect to my Facebook page where pictures, news information, and it is the page that I could just scroll down and look at or respond to or share.
Customer: replied 18 days ago.
I guess I have no choice but to set-up a new account since she deleted the one that wouldn't work. Oops!!
Expert:  Richard replied 18 days ago.

lets see first, as likely she just deactivated it

What exactly happens when you try to sign in?

I need to know this please.

Customer: replied 18 days ago.
I was just push on the Facebook symbol on my page that has other symbols like photos, instagram, apps, and other things that the girls set-up for me when I got this new phone.
Customer: replied 18 days ago.
There was safari, calculator, I really can't remember the rest of them
Expert:  Richard replied 18 days ago.

ok, but now, when you click on Facebook, what do you see?

Customer: replied 18 days ago.
I think that she deleted it. Should I try to go to it?
Expert:  Richard replied 18 days ago.

yes please

Customer: replied 18 days ago.
It isn't on the page anymore
Customer: replied 18 days ago.
I just checked
Expert:  Richard replied 18 days ago.

Click this link please

www.facebook.com

What then do you see?

Customer: replied 18 days ago.
The other symbols like weather, photos, camera, maps, Pinterest and things like that
Expert:  Richard replied 18 days ago.

When you clicked the link I gave you?

Expert:  Richard replied 18 days ago.

are you on a mac or iPad?

Customer: replied 18 days ago.
My iphone
Expert:  Richard replied 18 days ago.

ok, on your iPhone, look for the app Facebook

You see it? It is an actual app

Customer: replied 18 days ago.
Hold on and I will look
Expert:  Richard replied 18 days ago.

thanks

Customer: replied 18 days ago.
It isn't on there anymore
Expert:  Richard replied 18 days ago.

ok, go to the app store, then search for facebook and install the app

Then press on it and open it, sign in and tell me what then happens please.

Customer: replied 18 days ago.
Hold on and I will try
Expert:  Richard replied 18 days ago.

thanks

Customer: replied 18 days ago.
When I go to App Store there is only messenger, Pinterest, and instagram
Expert:  Richard replied 18 days ago.

you need to search for the app Facebook please

via the seach

Customer: replied 18 days ago.
Did I lose everything?
Customer: replied 18 days ago.
Did I lose you too?
Expert:  Richard replied 18 days ago.

no, I am here, did you install the app?

Customer: replied 18 days ago.
It isn't on the App Store. Only Pinterest, messenger, and instagram are the only ones that come up when I push App store
Expert:  Richard replied 18 days ago.

it is, there are thousands of apps there

watch this film please

https://www.youtube.com/watch?v=-BOX78mWPG8

Customer: replied 18 days ago.
It says I need to update iOS
Customer: replied 18 days ago.
When I hit OK nothing happens
Expert:  Richard replied 18 days ago.

ok, you will need to do this.

Tap Settings > General > Software Update. Tap Download and Install.

Then once done, install the app and you can sign in

Customer: replied 18 days ago.
Where is the settings on my phone?
Expert:  Richard replied 18 days ago.

The icon that has settings under it, the gear wheel

Customer: replied 18 days ago.
Okay I did that finally, sorry for the delay
Customer: replied 18 days ago.
You are a very patient man
Customer: replied 18 days ago.
I will save your instructions and hope that my daughter can do this for me. I am totally ignorant with these darn things. She set it up originally so I hope that she can help walk me through this.
Expert:  Richard replied 17 days ago.

Good to hear! and it is no problem at all

If you would like any additional information or assistance, please do not hesitate to let me know.

And please take a second to rate my service by clicking one of the stars at the top of the screen then submit

Thank you