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My wife's Facebook account was hacked. She did not have two-factor authentication set up, so the hacker logged in, changed her password, changed her email address and added a 2 factor authenticator of their own to prevent us from accessing her account.
We have tried hundreds of times to recover this account for hours over the past week through all of Facebook automated help, and not a single one has worked.
We have even submitted my wife's ID several times and the link we were sent in response to the ID did not work either.
Every time an email code or password reset link is sent, it is sent to ALL emails tied to the account, one of which is the hackers! They are using a bot to click and use all the links automatically faster than we ever could, and there is no ability for us to remove the suspiciously 'new' email account from her profile. We absolutely must have a human being call us and help us fix this, there are 15+ years of our photos and memories at stake here.
You must remove the hackers email address from our account, as well as any 2 factor authenticators or code generators they set up. The hacker is repeatedly changing our password back after we manage to change it, and even when we do successfully change our password, we still cannot log in completely because it asks us for the authenticators code generated, which the hacker has!
Please give us phone or technical support!
Your phone number does not provide customer support anymore, which is so unacceptable. So many accounts are hacked, you should be forcing people to set up 2FA authenticators so that this doesn't happen anymore.
We are more than happy to prove my wife's identity with a driver's license and passport, or even live video chat, so you can see her face and hear our voice, just get our account away from the hacker!
If you don't have 2FA enabled on your account, do it immediately or else you will lose your account and Facebook's lack of technical support means you will lose your account foreverUe
Preferred solution: Really want our account restored so we can access and download all our photos and get back into our account.
Facebook Cons: Facebook was hacked, Getting hacked by other people, Get locked out.