Updated: April 03, 2023
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by Ivy Davis
Tech Expert & Writer
462 resolved issues

My account, ***** is hacked

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!
Please describe your request with as many details as possible for me to get the whole picture of the situation.

Customer Replay

my account is hacked, they put in a new e-mail address and changed the password. I am not able to reset my account i tried to reset with a selfie but it didn’t work for some reason….

What service is hacked?

Customer Replay



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Did you receive a message in your email that it changed?

Customer Replay

my old e-mail adress that I forgot to change since I created the account is no longer in use 😔
Which was *****@telia.com
Does not exist anymore

  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
  6. 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

Already did all that, about 10 times… the selfie could not be veryfied for some reason, could it be because it’s a picture of me and my husband?!
now when I try im not able to get to the “forgott my password “ anymore

In this case, we recommend you report your Instagram account as a hacked one.
Below you can find an instruction on how to do this:

  1. Create a new account or ask a trusted friend or family member to go to your Instagram profile
  2. Tap the three dots icon in the upper-right corner of the screen
  3. Select Report
  4. Then go to "Report account" - "It's pretending to be someone else" - "Me"
Customer Replay

did that to

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Did you use the same device as always for this actions?

Customer Replay


Do you also use your home network during procedures?

Customer Replay


In this case, you need to try to the same steps, because its only one way

Customer Replay

I’ll try again

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Is there anything else I can do for you today?

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