Help get this topic noticed by sharing it on Twitter, Facebook, or email.
I’m ready to march to their headquarters!

Unable to login to facebook - includes possible tips to getting a response.

If you would like to reach me concerning this post, you can comment on this post, add me as a contact here, or email me at homestargt@yahoo.com

This post was originally posted in the general facebook section, but as it deals with facebook support, I thought I would post it here. I found this GetSatisfaction.com a month after I had been unable to login to my facebook page. I originally used the facebook help portal, naively thinking they would respond to my problem within a couple days. I sent a request once or twice a week from their help page. Sometimes I would get a response back saying that my message had been received, sometimes I wouldn't. One time I got a response back saying that the email account I mentioned was not associated with an account. This is a ridiculous claim as I have been receiving notifications from that email address daily.

I tried resetting my password --> didn't receive verification email
I tried help support, no longer have access to login email account --> no response
I tried help support, account has been hacked --> no response

It's possible my account has been hacked, but I don't think that's the case. My friends haven't said they have gotten bogus messages from my account.

---------------------------------------------------------------------
Update: July 7, 2009
[Day 32 of the quest to access my facebook page]

Using a tip I found on elsewhere on GetSatisfaction.com (thanks Azza!), yesterday I sent this message to abuse+njyg31@facebook.com :


Hello,

I'm sorry for circumventing the usual help channels for facebook but I'm at
a loss here. I have been contacting facebook through the help pages for
over a month and haven't gotten anywhere. When I try to log in to facebook,
I get an error saying that my username / password is incorrect. I know for
a fact it is not. Yes, I have checked my capslock key. I have sent a
message through the facebook help system under every available reason listed
that I could not log in. Sometimes I get a message back saying that my
message has been received, sometimes I don't. I have tried resetting the
password but I never get the confirmation email. I am still getting
notifications in my email inbox from facebook that people have sent me a
friend request or I've been tagged in a photo. At one point I got a message
back saying that the email address I submitted as my log in address is not
associated with any account. Well that's just ridiculous because that is
the email address from which I get my facebook notifications. I replied to
that message but didn't receive anything back.

I understand that it isn't reasonable for you to support your userbase with
phone support, but I shouldn't have to go a month without getting a
response. It is likely that my account has been hacked, and I just want to
get it back. I would like to have all my photos and content intact, but at
this point I don't care if I have to start from scratch as long as I get it
back. I have been patient and not created a new account. However, if you
expect people to not create a new account then I would expect you to be more
prompt in addressing your help requests.

PLEASE contact me to let me know how I can help you guys fix this.

[facebook and contact info was included here]

I will be happy to provide any additional information you need.
PLEASE REPLY BACK SO THAT I KNOW SOMEONE IS WORKING ON THIS! Thanks.


I then received an automated response later that day:


Hi,

The Facebook Team has received your inquiry. We should get back to you soon. In the meantime, we encourage you to review our Privacy and Security Help page (http://www.facebook.com/help.php?topi.... There, you'll find answers to many common questions.

Thanks for contacting Facebook,

The Facebook Team


Today I received this email from facebook:


Hi,

Thanks for your email. We are sorry to hear that you are experiencing these issues with our site, and we have forwarded your message to the team best able to respond to your inquiry. They will be happy to assist you with this and will be in touch with you soon. In the future, please refer to our Help Center (http://www.facebook.com/help.php) if you are having account issues.

Thanks again for contacting Facebook,

Joseph
User Operations
Facebook


At least this one came from an actual person, so it looks like I'm making progress...

---------------------------------------------------------------------
Update: July 17, 2009
[Day 42 of the quest to access my facebook page]

So I still have not gotten any response from facebook. Yesterday i tried replying directly from my email to the response I got saying that my email was not associated with an account (info+nyr8b8q@facebook.com), but haven't heard anything yet. It seems like any requests from me are just dropping off the edge of the world never to be heard from again. A blackhole, another dimension, alternate universe, the Phantom Zone, the Null Void, take your pick.

It's really sad that facebook, as large as it is, doesn't have a better support system. I work for an engineering company and all of our support requests go into a queue and all issues, both open and closed, can be searched. I'm sure facebook has a similar system, and perhaps the volume of support requests they get is enormous, but clearly the system is broken if it takes over a month to get back to someone.

If anyone knows how I can directly contact facebook or make things move faster, please let me know!
11 people have
this problem
+1
Reply
  • I have same problem and I think this is a facebook's bug about e-mails.We cant anything other we can only send more e-mails so they should see everyone suffer from this problem.They can't send "password reset mail" because our email-s are not on their database.Account exist but e-mail isn't.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • This reply was removed on 2009-07-20.
    see the change log
  • Update: July 20, 2009
    [Day 45 of the quest to access my facebook page]

    Still haven't gotten anything back from facebook. Looking elsewhere on this site I found a few more addresses to try to email (thanks Temi):

    login@facebook.com
    privacy@facebook.com
    info@facebook.com
    disabled@facebook.com
    abuse@facebook.com
    appeals@facebook.com

    I sent the following email to the above addresses, and used BCC so that it would not be obvious that each department is receiving the email. I'm trying to avoid my email possibly getting blocked by a spam filter. The following similar to an email I already sent.


    Hello,

    I'm sorry for circumventing the usual help channels for facebook but I'm at a loss here. I have been contacting facebook through the help pages for over a month and a half and haven't gotten anywhere. I suspect there may be a problem with your support page as my emails aren't getting a response. When I try to log in to facebook, I get an error saying that my username / password is incorrect. I have checked my capslock key, that is not the problem. I have tried resetting the password but I never get the confirmation email. I am still getting notifications in my yahoo email inbox from facebook that people have sent me a friend request or I've been tagged in a photo. At one point I got a message back saying that the email address I submitted as my log in address is not associated with any account. Well that's just ridiculous because that is the email address from which I get my facebook notifications. I replied to that message but didn't receive anything back.

    I have been patient and not created a new account as your support page explicitly tells me not to. However, if you expect people to not create a new account then I would expect you to be more prompt in addressing your help requests.

    PLEASE contact me to let me know how I can help you guys fix this.

    [Personal information was included here, including name, email addresses associated with the account, and networks I am in. I even included my phone number if they should want to call me.]

    I will be happy to provide any additional information you need.

    PLEASE REPLY BACK SO THAT I KNOW SOMEONE IS WORKING ON THIS! Thanks.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • I’m cautiously optimistic
    Update: SAME DAY!

    I just received this email response from a support person in the abuse department:


    Hi Nick,

    In order to provide you with any information about this account or to take action upon it, we must verify that you are the owner. To help us verify this, please reply to this email with the answer to your security question and include all of our previous correspondence:

    [a common facebook security question was asked here]

    Thanks for contacting Facebook,

    Craig
    User Operations
    Facebook


    I responded with the answer, but I'm trying to not get too excited about this. We shall see what happens...
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • Thanks for posting this Nick! I have been through the same hoops as you, all with no response. I thought it may be a comcast issue since the email I registered with is a comcast email. So I sent an email to the above contacts and will let you know what happens.

    Please let us know if you get a response! I'm anxiously waiting!
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • 1
    NICK!!! THANK YOU!!!! I sent an email like yours with my account info, network, etc., and they reset my password and got back to me in 15 min!
    It was also from the abuse department. That must be the "mothership" of facebook! Here is the person I received the help and reply from:
    abuse+ny1bny1@facebook.com

    Keep us posted and good luck! If it wasn't for you this would not be resolved.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • I’m forlorn
    Update: July 22, 2009

    Yesterday, I hadn't heard anything back from "Craig" at facebook, so I went ahead and replied again to the email he had sent me. This afternoon I received the following response:


    Hi Nick,

    I just reset your password and restored access to your account.

    Login: [my login]
    New Password: [my new password]

    Please note that Facebook passwords are case sensitive (FACEbook is not the same as facebook). If you're having trouble with this login/password combination, I suggest copying and pasting the login and password into the appropriate fields.

    Once logged in, you can change your password from the "Settings" tab of the Account page. Let me know if you have any questions.

    Thanks,

    Craig
    User Operations
    Facebook


    I was ecstatic! I immediately went to facebook to try to log in. Unfortunately, I got the same problem I had before. The password came up as being incorrect for my login. I thought maybe it was just my work computer that was the problem, so I tried again at home. It still didn't work. I then even tried changing browsers from Firefox to IE - no help.

    It looks like there is something SERIOUSLY wrong with my account. I emailed Craig back and told him I was still having a problem. The saga continues....
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • I am having the same issues as well. Facebook prompted me to update my contact email since my college one was no longer active. So i did and received the confirmation email. Then i started getting notification emails sent to my new address so i turned all notifications off and now have not been able to login for a week. I tried sending emails to all of the help support topics and only received one back from the abuse one saying that they would direct my email to the appropriate tech person but i have not heard from anyone. this is so frustrating! Can anyone please help me?
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • I’m resolved
    Update: July 27, 2009

    PROBLEM SOLVED! Yesterday, I received an email like the one above that reset my password. This time, it worked.

    Originally I had replied back to Craig when the new password didn't work. I got a message back from facebook saying that my message was undeliverable. My guess is that for each issue, a unique email address is created and it is assigned to a specific support person. After they have solved the issue, and it is marked resolved, they close out that email address. I simply resent the email to the general abuse email address and whoever read it must have forwarded it to Craig again because he was the one who responded.

    Though my problem is solved, I can't say that I'm impressed with facebook. It took them 2 months to solve my problem where it has taken others less than a day. I can't say whether or not my issue was more difficult, because I was given no information about what was wrong with the account. All I can compare between myself and others is the symptom of not being able to log in. I don't really care if they don't tell me what was wrong, but they should be more prompt with their customer service. If they are making money off of my ad-clicks, they should value me as a customer and treat me as such.


    In conclusion, if you want your issue solved, it seems the key is to email abuse@facebook.com directly. I never received a response from any other department at facebook. Email them continually (once a day should be enough) until you receive a response. If the response is a generic "we have forwarded your email to the appropriate person..." then give them a day to fix the problem. If they haven't responded or fixed it, reply to the sender of that message continually until they take action. Be polite, but be aggressive. You'll notice that I was never rude, but I did express my disappointment with being treated so poorly. Good luck to everyone else!


    P.S. I plan on letting someone from facebook know about this site if they don't already. If they would designate someone to monitor this site and help solve the issues that are posted here, they would get a lot better feedback. Of course, if they simply acted on the help requests sent through their site they wouldn't need to.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • As my situation has been solved, I am marking this as a resolved issue.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • thanks for posting this. I've been trying to get some response for a while now, and this was a huge help.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated

  • I’m frustrated
    1
    Someone changed my email address and location to AK.to theirs and I can't get into my account.. This person has access to my page, pictures and information. Facebook help page is NOT helping after numerous emails.....Tried the abuse address and reply was it's no longer active. Any ideas?
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. kidding, amused, unsure, silly indifferent, undecided, unconcerned happy, confident, thankful, excited sad, anxious, confused, frustrated