KSL INVESTIGATES

How to get your account back if your Facebook account is hacked?

Nov 17, 2021, 8:01 AM | Updated: Aug 1, 2023, 9:12 pm

SALT LAKE CITY — Imagine if a hacker locked you out of your Facebook account and the social media company would not help you get your access back. It is a scenario playing out for many Facebook users who tell the KSL Investigators they are frustrated by the social media giant’s lack of customer support and service.

Chris Loizos was locked out of his account after a hacker got in. Because the hacker changed the email address tied to his profile, Loizos has no way to reset the password and get back in. And try as he might, he cannot connect with an actual human being at Facebook to help him get back in.

“I found that Facebook has virtually no mechanism to help people in that situation whatsoever,” Loizos said.

Jackie Cooley, of St. George, has had the same experience.

“They started scamming my friends — all my friends,” she explained. “I tried everything I could think of to get my Facebook back.”

Add Loizos and Cooley to the chorus of people who have contacted KSL complaining that Facebook’s customer service is severely lacking. We have reported on individual users, as well as Utah businesses who rely on Facebook to reach out to their customers.

“Someone has stolen and impersonated Gardner Village’s account,” Marcia Johns, Gardner Village’s marketing director told us. “And they said they can’t help you.”

For its part, Facebook has gone to work when the KSL Investigators have contacted their public relations people to try to get people back into their accounts or cloned accounts shut down. But surely there is a better way to get issues resolved than contacting a TV station, right?

Facebook did not comment directly for this story, but a spokesperson pointed to a handful of links that offer customer support — specifically, this one.

One thing some people locked out of their accounts try to do is to reset their password – but that will not worse because the reset goes to the bad guy who has taken over the account. By reporting your hacked account directly to Facebook, there are steps a user can take to identify himself or herself to Facebook to try to regain access to their profile.

Facebook’s Help Center will also let you confirm your identity with Facebook and show you how to get back into your account.

The Help Center can also show you steps you can take if you have mistakenly shared your account information with a phished website designed by identity thieves to look like Facebook. It also explains how uses can report abusive or suspicious posts, links or videos.

Facebook’s Help Center will let you confirm your identity with Facebook and show you how to get back into your account.

Still, the frustration for Chris Loizos and Jackie Cooley has not dissipated.

“I hope that the public is made aware that if they get hacked, Facebook is not going to help them,” Loizos said.

After our calls to Facebook, the social media giant is now trying to help both get back into their accounts. And as we reported earlier this month, that bogus page pretending to be Gardner Village was shut down after we reached out.

However, one thing Facebook did not offer to us is a customer service line for people to call to get help for their accounts or other issues. Facebook appears to not take calls for customer support.

KSL 5 TV Live

KSL Investigates

Homeowner Mark Shea tells KSL’s Matt Gephardt he paid someone to build a deck who abandoned the j...

Matt Gephardt

Get Gephardt: Homeowners ask why authorities can’t shut down an unlicensed contractor

Two Salt Lake County homeowners hired and paid someone to build decks for their homes but say he left the jobs unfinished. Turns out, he’s been cited by the state for not having a contractor’s license before.

5 hours ago

Senate President Stuart Adams, R-Layton, and Sen. Curt Bramble, R-Provo, react to a reporter’s qu...

Daniella Rivera and Annie Knox, KSL TV

‘More secrecy’: Utah lawmakers advance bills targeting government transparency

Several bills would chip away at government transparency in Utah, including one proposal that’s a direct response to KSL’s fight for public records. A First Amendment attorney says he’s alarmed.

7 hours ago

Matt Gephardt, journalists, looks as paper with a woman...

Matt Gephardt and Cimaron Neugebauer

Get Gephardt: Ticketmaster seizes back purchased seats

Imagine buying tickets to a show, then having the seller refuse to give them to you. That’s what happened to a Utah woman, when she got a refund she didn’t ask for.

1 day ago

Sen. Curt Bramble and members of a Senate committee talk about a bill designed to keep elected offi...

Daniella Rivera and Annie Knox

Should you get to see elected officials’ calendars? These Utah lawmakers say no

The KSL Investigators are days away from going to court to argue for your right to see the Utah Attorney General's work calendar. As we fight for transparency, lawmakers are stepping in to make it so the public doesn't get to see this record of how officials spend their time.

2 days ago

Penny Belgard looks at a photobook with pictures of her son Cody, who was killed by Salt Lake City ...

Daniella Rivera and Annie Knox, KSL TV

Cases on the clock: KSL Investigates lengthy delays in SL County’s police use of force decisions

Months and years tick by as Salt Lake County’s top prosecutor weighs whether he’ll clear or charge officers for using force. The KSL Investigators explore the cost of that wait for officers, families, and public safety.

3 days ago

Pig-butchering is a devastating combination of romance and crypto scams, and it’s taking Utahns f...

Matt Gephardt and Sloan Schrage, KSL TV

Unmasking the fast-moving pig-butchering scam hitting Utah

Pig-butchering is a devastating combination of romance and crypto scams, and it’s taking Utahns for all their worth.

7 days ago

Sponsored Articles

Modern chandelier hanging from a white slanted ceiling with windows in the backgruond...

Lighting Design

Light Up Your Home With These Top Lighting Trends for 2024

Check out the latest lighting design trends for 2024 and tips on how you can incorporate them into your home.

Technician woman fixing hardware of desktop computer. Close up....

PC Laptops

Tips for Hassle-Free Computer Repairs

Experiencing a glitch in your computer can be frustrating, but with these tips you can have your computer repaired without the stress.

Close up of finger on keyboard button with number 11 logo...

PC Laptops

7 Reasons Why You Should Upgrade Your Laptop to Windows 11

Explore the benefits of upgrading to Windows 11 for a smoother, more secure, and feature-packed computing experience.

Stylish room interior with beautiful Christmas tree and decorative fireplace...

Lighting Design

Create a Festive Home with Our Easy-to-Follow Holiday Prep Guide

Get ready for festive celebrations! Discover expert tips to prepare your home for the holidays, creating a warm and welcoming atmosphere for unforgettable moments.

Battery low message on mobile device screen. Internet and technology concept...

PC Laptops

9 Tips to Get More Power Out of Your Laptop Battery

Get more power out of your laptop battery and help it last longer by implementing some of these tips from our guide.

Users display warnings about the use of artificial intelligence (AI), access to malicious software ...

Les Olson

How to Stay Safe from Cybersecurity Threats

Read our tips for reading for how to respond to rising cybersecurity threats in 2023 and beyond to keep yourself and your company safe.

How to get your account back if your Facebook account is hacked?