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Some users aren't able to find this page at all, and resort to other methods, such as emailing the now-defunct A company spokesperson told Mashable the email address "hasn't been used in several years" as Instagram support was folded into Facebook's community operations team following Instagram's acquisition in 2012. It becomes even more complicated if hackers have changed the email address or other information associated with the account, which is frequently the case. If you don't follow the exact sequence of steps within the app, you might not be able to find the form that lets you report the account as hacked.
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If your Instagram account is hacked, Instagram points you to its help center, which walks you through how to get your account back according to official policy. In a tweet, Instagram chief Adam Mosseri told Mashable: "This is definitely an area we need to do better, and we're currently working on making it easier for people to get their accounts back." Tweet may have been deletedīut until Instagram changes the way it handles hacked accounts, those who have been targeted by hackers will be forced to navigate a support system that is exceedingly difficult to understand. What Instagram doesn't say is that account remediation (the company's official term for reuniting hacking victims with lost accounts) can take weeks or months to resolve, and some users are never able to regain access to their accounts. A company spokesperson said its community operations team "respond to the majority of reports within 24 hours." "Once you provide information to help us verify your identity, we'll send you specific instructions to recover your account at the secure email address you provided," Instagram says on the support page for hacked accounts.
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Here's how Instagram says the account recovery process is supposed to go: After you report your account as hacked, the company sends an automated email instructing you to either write down a code on a piece of paper and take a selfie with it, or reply with some of the information you used to first sign up for your account. “At this point, I’m at a loss as to what to do.” Yes, Instagram's support system is so frustrating and difficult, some users have resorted to hiring other hackers to get the accounts back.Īs ridiculous as it may seem, the problem is emblematic of just how frustrating and difficult to navigate Instagram's official support system can be for those targeted by hackers.
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Palaez also suggested to Motherboard that he has engaged in hacking in order to help people. Most of the victims Motherboard spoke to ended up getting help from someone who goes by Juan Diego J Pelaez, a Colombian who bills himself as an Instagram expert. Instagram has been so unhelpful for a number of users that they’ve had to turn to third-party social media experts for help re-gaining access to their own accounts. Last week, a story from Motherboard's Joseph Cox exposed just how desperate some hacking victims are to recover their lost accounts, even if it means going about it through unofficial channels. Nearly all of them describe a support system that's confusing, slow, and nearly as distressing as getting hacked in the first place. In the past five months, Mashable has received more than 1,000 emails and messages from people who say their Instagram account has been stolen by hackers. Instagram has a growing security problem: As the service swells to more than 1 billion users, these accounts are also becoming popular targets for hackers.Īnd if you're one of the thousands of people trying to regain control of a hacked Instagram account, it's often a long, frustrating process.