Updated: April 05, 2023
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by Hanna Finley
Tech Expert & Writer
558 resolved issues

Hello! I have a question about my instagram log in

Hello, thank you for using our service, my name is Hanna. I’ll be happy to help you out! May I ask your name?

Customer Replay

Hello yes! it’s *****!

Nice to meet you, *****!
Can you please explain the issue in detail?

Customer Replay

Hii!! I am using my “spam” or second account right now to access instagram but my main account isn’t working. I can log into my account and change my password but before even looking at the instagram, I get something that asks me for my phone number. When I put my number in it says I will receive a confirmation number but I never received the number. I’ve don’t this process many times and I never was able to get a code back. I used my computer and was able to put my email in for a confirmation code and this was the first time I received one throughout this process, but when I put the code in it says it was unavailable. I don’t know if you are able to help but I’m really desperate to get my account back. Thank you let me know!!!


Did you try reisntalling the app and restarting your phone?

Customer Replay

yes I did that multiple times

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I see. When did thre issue start?

Customer Replay

it started last night at around 7pm

I see.
Try following these steps, please:

  1. From the login screen inside the Instagram app, tap "Forgotten password?". Select your Username, put it in the field, then tap Next.
  2. After that you'll see a screen with a linked email and phone number, but you need to tap "Can't reset your password?".
  3. On the following screen please choose the option "Try another way".
  4. Then pick "My account was hacked". After that, you will be asked a question if you have photos of yourself in your profile.
  5. Enter any e-mail address you have access to so Instagram can contact you

The next part:
If you request support for an account with photos of you, you'll be asked to take a video selfie of you turning your head in different directions to help Instagram check that you’re a real person and confirm your identity. Once you submit the video selfie to help verify your identity, you’ll receive an email from Instagram at the secure email address you provided. This video is needed to ensure you are a real person and that you are who you say you are.
Keep in mind that the video you submit will never be visible on Instagram and will be deleted within 30 days.

Customer Replay

okay thank you so much! do you mind if I screen record the process to show you what goes wrong?

Customer Replay

wow thank you so much! that was the first time I actually gotten somewhere i’ve been working on this all day that really helped!

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I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?

Customer Replay

no I’m all set thank you!

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