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My Facebook account has been hacked. Can you help? Not to my…

Customer Question
My Facebook account has...

My Facebook account has been hacked. Can you help?

Technician's Assistant: Have you contacted anyone about your account?

No

Technician's Assistant: Have you installed any updates recently?

Not to my knowledge

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

I went through all the Facebook account recovery steps and it looks like the hackers are many steps ahead of me. Everything has been changed. I got emails from Facebook notifying me of this but I was too late.

Submitted: 8 months ago.Category: Software
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Answered in 2 hours by:
9/21/2017
Software technician: Josh, Computer Enthusiast replied 8 months ago
Josh
Josh, Computer Enthusiast
Category: Software
Satisfied Customers: 21,811
Experience: Software expert
Verified

Hi! My name is ***** ***** I will be assisting you. Let's get started!

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Software technician: Josh, Computer Enthusiast replied 8 months ago

You mentioned that you believe the hackers are one step ahead of you -- Why do you think that?

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Customer reply replied 8 months ago
Because I followed all the steps recommended by Facebook to secure my account/ recover control, and nothing worked. They changed both my password ***** phone #, and even trusted Friends are no longer correct when you type them in.
Customer reply replied 8 months ago
Connecting to my device will not help. I need a solution of how to regain control of a hacked Facebook account.
Software technician: Josh, Computer Enthusiast replied 8 months ago

It is certainly possible that they changed your information although I have never heard of the hacker change your friends as well (deleting them) which means it could be someone that you know personally. Unfortunately, you will need to go back through the recovery steps again and use one of them to recover because there isn't a way around their system. At some point, there should be an option to upload a driver license.

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Customer reply replied 8 months ago
Totally useless advice, Josh. I demand a refund.
Software technician: Josh, Computer Enthusiast replied 8 months ago

Sure, you can call our customer service at 1-***-***-****

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Software technician: Richard, Software Specialist replied 8 months ago
Richard
Richard, Software Specialist
Category: Software
Satisfied Customers: 45,395
Experience: Over 15 year experience in Computers, Mobile devices and Networks
Verified

Hi there

I have been asked by the moderator that you wish for another expert.

Is this the case or you still want the refund?

Please let me know

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Customer reply replied 8 months ago
Hi, what I told the moderator was that I need a solution to the fact someone has hacked and taken control of my FB account. I don't need general pointers - I need a specific way to solve this (the Moderator was certain this could be done). Is this something you can help with?
Software technician: Richard, Software Specialist replied 8 months ago

To clarify, you are not able to reset the password ***** the recovery methods do not work, and in addition the trusted friends is not functioning for you. You did all this via

https://www.facebook.com/login/identify

Is this correct?

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Customer reply replied 8 months ago
That is correct. The hackers must have altered the trusted friends once they got in, so nothing is working.
Software technician: Richard, Software Specialist replied 8 months ago

Thanks

The issue then is there is no way to regain access to your account.

The only options are the automatied tools available on the link I gave you. I understand it is frustrating, but facebook offer no live support, or any direct help, only the tools I highlighted in my last message to you.

If these have failed your only option will be to create a new account sorry.

You will not be able to recover this one

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Software technician: Richard, Software Specialist replied 8 months ago

It is always an issue you have with these free services.

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Richard
Richard
Richard, Software Specialist
Category: Software
Satisfied Customers: 45,395
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Experience: Over 15 year experience in Computers, Mobile devices and Networks

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