Can I offer remote help on a stolen Facebook account?

Post date: 2021-01-26 10:09:49

Someone has stolen my mother's Facebook account and set it up as an alternative profile. How can I help from a distance.

They have changed the associated e-mail and her attempts to use automated recovery tools she found on Facebook have resulted in her going in circles and getting frustrated. My father has tried to help without success. They are both reasonably technically savvy, but she she is of a generation where if you can't speak to someone on the phone about it, it isn't likely to get fixed (she may be right about that). So, she has sent an e-mail to security@facebookmail.com telling them her account was stolen and asking for someone to call to help her fix it.

I have tried flagging the account in various ways, but Facebook doesn't have any way to report the obvious - that I've linked this account as my mother for a decade, there a numerous images of her on it, and the newly uploaded name and images do not match and are being replied to with multiple loved one's concern that the account is obviously hacked. Multiple times I have gotten responses telling me the new posts/account meet community standards.

Is there anything else I can do remotely, without access to her accounts? She has changed passwords on other accounts, and no evidence of this impacting anything but Facebook. Are there any different recovery tools I could point towards? Should I try to contact everyone the account is linked to and let them know that it is no longer controlled by her and they should remove/block it?

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