Asking for help
Message us with the username, platform and screenshots.
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The appeal was rejected. What now?
What remains after a refused appeal, including EU legal routes.
Short answer. If you are in the EU, the Digital Services Act lets you take platform decisions to a certified out-of-court dispute body. Outside the EU the options are narrower, and this is where many people ask for help.
Where to start
Take this one part at a time.
Gather what shows it is yours
The device you normally use.
Asking for help
Message us with the username, platform and screenshots. Terms are agreed with you before any work starts. The platform makes the final decision.
Where to start
Take this one part at a time. None of it needs to be done in a rush.
- Take back the email account first. Change its password, sign out other sessions, and check forwarding rules.
- Look for the change-alert email from the platform; many include a link to undo the change.
- Use the platform's hacked page: instagram.com/hacked or facebook.com/hacked for Meta, Report a problem on TikTok, Snapchat Support's hacked form.
- Secure business assets: remove unknown admins, partners and apps, and pause ads.
- Tell friends and followers that recent messages may be fake. Call your bank about any charges.
Gather what shows it is yours
- The device you normally use.
- Bank statements showing unknown charges.
- The original email and phone on the account.
- Change-alert emails with dates.
- Photos or videos of yourself, for a selfie check.
Putting it into words
- Give the approximate time it started and what changed (email, phone, name).
- Say what you have done since: email secured, password changed.
Try not to do this
- Clicking links in messages that claim to be from the platform.
- Paying a hacker who offers to return the account.
- Using 'recovery' services that ask for your password or codes.
While you wait
- Report fraud to the police or your national fraud service if money was taken.
- Turn on two-factor with an authenticator app or passkey and save backup codes.
- Change passwords on other accounts that shared the same password.
- Remove sessions and devices you do not recognise.
If nothing changes
- The account was disabled after the hacker used it.
- Both the email and phone were changed.
- A Business Portfolio or ad account was taken.
What to send
- Your username or profile link.
- A screenshot of the notice or error, with the date visible.
- Which email or phone is on the account (just which one, never a code).
- What happened before it started, in a few lines.
Please do not send passwords, login codes, card numbers or access tokens.
How it works with Acctback
- Message us on WhatsApp or email with the username and a screenshot of the notice.
- We tell you honestly whether this is something we can help with. Terms are agreed with you before any work starts.
- We prepare the appeal and the supporting details, to go through the platform’s own channels.
- We stay in touch while you wait. The platform makes the final decision, and nobody can promise the outcome.
About Acctback
Acctback is an independent service that helps people get back accounts on Instagram, Facebook, TikTok, Snapchat and Threads, plus Meta ad accounts and Business Manager. We also help with usernames, impersonation and agency work. Contact: WhatsApp +1 934 201 2490 or team@unbanz.com. Independent service. Not affiliated with Meta.
QUICK ANSWERS
Good to know.
Can the platform see that I was hacked?
Recovery tools look at the original email, phone and devices. Using those helps.
Should I pay the hacker?
No. Payment rarely returns the account and often leads to more demands.
Is SMS two-factor enough?
An authenticator app or passkey is safer, because SIM swaps can move your number.
Should I report it to the police?
Yes if money was taken or you are being threatened.