Today
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Edmund Janas
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You are now chatting with João V

Hello Edmund ! Welcome and thank you for contacting Meta Store Support. My name is João and I will gladly assist you with your issue today. Please do not close or switch from your current browser tab during this chat session as it will disconnect us. If by any chance this happens, please save your ticket number for future reference: #6248437
Holy cow. I’ve been trying to reach a human at Meta for days. Here is my issue. https://vimeo.com/778353752/ce64670892
I am here Edmund, you found me. let me check if I can see that vimeo.
thank u
It seems I can’t see the vimeo due to internet security reasons. Can you try to explain it to me? or you have the video in Mp4 format or something like that we can try another way
It would take some time to convert. OK. on Dec 1st, my birthday I accidentally dropped my cellphone in my uber. The uber driver kept it as a tip.
Happy belated birthday Edmund, sorry to hear about the phone, thou.
I have 3 main instagram accounts, Trendsetic, Senolytics, and Metaactor. the last I’ve had for 8 years. Because they are high value and linked (thank you) to my business account, senolytics is…and I have fb pages for the other….I enabled 2FA…
Now. The thief has access to my accounts, but the face scan won’t let me into them? My domains are in there and 8 years worth of pictures, but the face scan can’t match me!!!
Hey Edmund, so as I understand you have an issue with hacked accounts?
I have an issue that I can’t get into them…it would seem they have been compromised.
Ok I see, Do you by any chance have a Meta Store device ?
No..
Please understand that I truly want to help you to get your accounts back, however, as a member of Meta Store Support, my scope of action is limited to questions, orders and troubleshooting related to our products.
Oh, I see, can you get this thread to someone who may be able to assist if you are not?
Although we are all part of the Meta parent company we do not have access to Facebook or instagram system, it’s the same as you.
I never imagined my phone getting stolen would place me in such danger. I assumed I could verify my identity…but…what is this?
The only thing I can provide you is some links for you to try their help center.
Well, I’m guessing that leads to no human being. Please lodge this as a complaint. Hold on.
Have you tried to get into your account on other devices or a PC?
Yes, only the app will let me proceed to face match. and that fails every time. Some solution.
Sorry to hear that.
That’s for facebook and instagram accounts?
OK, please escalate this issue, there is a small chance someone at meta will care. Why? Because I wrote an article how this stranded me 5 miles from home in the cold and could have killed me. https://brego.com/im-embarrased-for-instagram-robots-are-running-the-show/
Instagram
I’m livid. Livid I can’t access my own account!
accounts. Trensetic, Senolytics and Metaactor.
even though they are tied to FB!
Trendsetic
I can image the hassle and inconvenience of not being able to access your account, unfortunately , he don’t have any contact with instagram people or their system so there is no way I can escalate this further on the Meta Store Support, even if they are linked to your Fb account, because we deal only with questions related to our products and accounts
Every professional level company I deal with was able to disable 2FA, but not Meta
OK, I’ll include this in my running blog post.
Can you give your FB accountemail , so I can check the status of the account? it’s the only resource I have on this side
Please send whatever links you are sure will lose me in the rabbit hole of circular answers leading right back to the facial scan joke.
I suggest you go to https://help.instagram.com/ and file a complaint with them, as we understand that their customer service needs improvement.
I just checked j******[email protected] and I can see that your FB account is active
We are in agreement on one point then. As of now they have no customer service, but are sure collecting money for the “Business Instagram” offering.
the other email comes up empty
Yes, it’s active but only for the person who stole my phone. Tell Zuck I hope he sleeps well, I won’t.
That first email is tied to instagram, no FB
He get customers like you coming in sometimes with issues with facebook and instagram accounts, unfortunately, as we do not share the system with them, we aren’t able to provide more assistance.
Well, thank you Joao, at least you tried.
do you have your phone on insurance or something like that?
It’s that way be design. To avoid accountability and maximize profits I’m guessing.
you should be able to disable your phone even from a distance.
I replaced the phone…that’s not the problem, the problem is I can’t access MY accounts.
Not if the thieves are clever enough to turn it off.
Most are.
Well, thanks all the same.
Sorry I couldn’t have been of more help to you Edmund.
Hope you can get your issue solved quickly
thank you.
11:56 pm