Facebook hacked and the email or phone was changed

Use a known device

Facebook trusts devices and networks you have used before. Recovery works best from your usual phone or computer, on your usual Wi-Fi.

The steps

1. Open facebook.com/hacked.
2. Choose what happened.
3. Enter the old email or phone.
4. Confirm with a code, ID or a video selfie when asked.
5. Review recent posts, messages and Page roles after you get in.

Afterwards

• Remove unknown devices and sessions.
• Turn on two-factor with an authenticator app.
• Check Business settings if you run Pages or ads.

Step 1: the route, in order

Work through the steps below in order. Skipping ahead usually costs time.

1. Take back the email account first. Change its password, sign out other sessions, and check forwarding rules.
2. Look for the change-alert email from the platform; many include a link to undo the change.
3. Use the platform's hacked page: instagram.com/hacked or facebook.com/hacked for Meta, Report a problem on TikTok, Snapchat Support's hacked form.
4. Secure business assets: remove unknown admins, partners and apps, and pause ads.
5. Tell friends and followers that recent messages may be fake. Call your bank about any charges.

Step 2: proof to gather

• Bank statements showing unknown charges.
• The original email and phone on the account.
• The device you normally use.
• Change-alert emails with dates.
• Photos or videos of yourself, for a selfie check.

Step 3: what to write

• Give the approximate time it started and what changed (email, phone, name).
• Say what you have done since: email secured, password changed.

Common mistakes

• Paying a hacker who offers to return the account.
• Using 'recovery' services that ask for your password or codes.
• Clicking links in messages that claim to be from the platform.

Step 4: after submitting

• Remove sessions and devices you do not recognise.
• Change passwords on other accounts that shared the same password.
• Report fraud to the police or your national fraud service if money was taken.
• Turn on two-factor with an authenticator app or passkey and save backup codes.

Step 5: if you are stuck

• Both the email and phone were changed.
• The account was disabled after the hacker used it.
• A Business Portfolio or ad account was taken.

What to send

• Your username or profile link.
• A screenshot of the notice or error, with the date visible.
• Which email or phone is on the account (just which one, never a code).
• What happened before it started, in a few lines.

Please do not send passwords, login codes, card numbers or access tokens.

How it works with Acctfix

1. Message us on WhatsApp or email with the username and a screenshot of the notice.
2. We tell you honestly whether this is something we can help with. Terms are agreed with you before any work starts.
3. We prepare the appeal and the supporting details, to go through the platform’s own channels.
4. We stay in touch while you wait. The platform makes the final decision, and nobody can promise the outcome.

About Acctfix

Acctfix is an independent account recovery service. We help with hacked, disabled, suspended and locked accounts on Instagram, Facebook, TikTok, Snapchat and Threads, Meta ad accounts and Business Manager, username claims, impersonation reports and agency work. Contact: WhatsApp +1 934 201 2490 or team@unbanz.com. Independent service. Not affiliated with Meta.