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My friend's FB account was hacked last month and she has not been able to access her account despite numerous attempts.
Additional important information. The email account associated with the FB account was also hacked at the same time. After working with the support team at Microsoft (hotmail account), they were unable to recover that account as it was now in the control of the hacker. Note: the email account that was associated with the FB account was created more than 10 years ago and it was rarely used. Microsoft support team categorized this as a unused email account and mentioned that the hacker was able to create the email account with new password. Hence, their system rejected all of my friends previous passwords.
A week after the hack occured, we found a user article that suggested getting through her account using FB messenger. This tip worked but only to a certain extent. Her messenger app was still open on her iphone. So she was able to get in and change the password. However, in that one week, FB has disabled the account (most likely due to the earlier complaint submitted).
My friend contacted FB and provided govt ID's through the help center at the time of the hacking and also today (12/6/19) but all responses from FB are being sent to the hacked email account which she cannot access any longer.
Can the helpdesk team post something here in terms of guidance to recovering her account?
Thank you,
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