Title: Facebook account hacked and locked. Meta's verification keeps failing. Desperately need assistance.
I'm hoping someone here on MyBroadband can offer some practical advice or, better still, help me get in touch with an actual person at Meta.
On 27 September 2026, my personal Facebook account was hacked and subsequently locked by Meta. Since then, I've been unable to regain access despite numerous attempts.
The problem is Meta's automated identity verification system.
I can verify my email address and mobile number, and Facebook sends me the necessary codes. However, every recovery attempt eventually leads to video-selfie verification, which repeatedly fails.
I have a valid South African Smart ID and would gladly use it to prove my identity, but Facebook never offers that option.
I've tried different browsers, devices, the official hacked-account recovery process and Meta Business Support. Everything eventually leads back to the same failed verification process.
Why this is becoming a serious business problem
I own Interon Solutions, a South African website development and digital marketing business.
I am the sole administrator of our Facebook business Pages, Instagram accounts and Meta advertising setup.
Our business was officially verified by Meta in July 2026. We have also paid Meta for advertising over the years, so there is an established business relationship and financial history.
Our Facebook business Page is still publicly visible, but I cannot manage it, publish content, run advertisements or access the accounts needed to service clients.
Essentially, my business has been locked out of Meta's platforms, with no apparent way to speak to a human being.
What I'm asking for
I'm not looking for another link to Facebook's Help Centre or instructions to repeat the selfie verification. I've exhausted those options.
I need assistance with one of the following:
- A legitimate contact at Meta who can escalate this to a human support representative.
- A way to submit my South African ID for manual identity verification.
- Advice from someone who has successfully recovered a similarly locked account, particularly in South Africa.
- Assistance from anyone with an established Meta business-support relationship who may be able to point me in the right direction.
I noticed that MyBroadband has previously investigated Facebook account hijackings and restrictions in South Africa, including cases where its journalists managed to contact Meta directly.
I'd particularly appreciate assistance or advice from MyBroadband's editorial team, especially Jan Vermeulen or Hanno Labuschagne, who have reported on similar cases.
I'm not asking anyone to bypass Facebook's security. I simply want the opportunity to prove who I am to a real person and regain access to accounts that legitimately belong to me.
It's now been three weeks, and I'm running out of options.
If anyone has a genuine contact, has dealt with this situation successfully, or can help escalate it, I would sincerely appreciate your assistance.
George Whiteside
Interon Solutions (Pty) Ltd
