Someone changed your email and phone

Do this first

1. Secure your own email: new password, sign out other sessions.
2. Find the Instagram email about the change and use the revert link.
3. If gone, use instagram.com/hacked from your usual phone.

If it was disabled afterwards

Hackers often post spam, which gets the account disabled. When you appeal, say it was hacked and give the date. See hacked, then disabled.

What to do first

Here is the fuller version, step by step.

1. Take back the email account first. Change its password, sign out other sessions, and check forwarding rules.
2. Look for the change-alert email from the platform; many include a link to undo the change.
3. 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.
4. Secure business assets: remove unknown admins, partners and apps, and pause ads.
5. Tell friends and followers that recent messages may be fake. Call your bank about any charges.

What to have ready

• Bank statements showing unknown charges.
• The original email and phone on the account.
• Photos or videos of yourself, for a selfie check.
• The device you normally use.
• Change-alert emails with dates.

How to word it

• Say what you have done since: email secured, password changed.
• Give the approximate time it started and what changed (email, phone, name).

Things that slow it down

• Paying a hacker who offers to return the account.
• Using 'recovery' services that ask for your password or codes.
• Clicking links in messages that claim to be from the platform.

After you send it

• Change passwords on other accounts that shared the same password.
• Turn on two-factor with an authenticator app or passkey and save backup codes.
• Remove sessions and devices you do not recognise.
• Report fraud to the police or your national fraud service if money was taken.

When to ask for help

• Both the email and phone were changed.
• The account was disabled after the hacker used it.
• 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 Ban Help

1. Message us on WhatsApp or email with the username and a screenshot of the notice.
2. We tell you honestly whether this is something we can help with. Terms are agreed with you before any work starts.
3. We prepare the appeal and the supporting details, to go through the platform’s own channels.
4. We stay in touch while you wait. The platform makes the final decision, and nobody can promise the outcome.

About Ban Help

Ban Help is an independent account recovery service. We help people and businesses with disabled, suspended, hacked and locked accounts on Instagram, Facebook, TikTok, Snapchat and Threads, Meta ad accounts and Business Manager, username claims and impersonation reports. Contact: WhatsApp +1 934 201 2490 or team@unbanz.com. Independent service. Not affiliated with Meta.