The creative and desperate ways users are getting their hacked accounts back.
, investigative reporter for the Wall Street Journal, about why Meta makes it so hard to get your hacked account back. Our conversation has been edited and condensed for clarity.
Lizzie O’Leary: Facebook has almost 3 billion active users, Instagram roughly 2 billion, and all of those users like, love, or maybe even depend on their accounts. What options do users have if they lose access to their beloved accounts?There’s really not much you can do. You would think there would be a customer service email, or a phone line, or at the very least a chat bot. There’s actually nothing.
Another common one I’ve heard is finding random Meta employees in your area on LinkedIn and messaging them for help.have teams of people whose job it is to help with this stuff. Do they?No, they don’t, and there’s a lot of reasons for that. One of the reasons is the expense: Think of having customer service for 3 billion people. The other reason is a cynical reason, which is Meta users are not their customers.
When I was hacked, I made the mistake of tweeting about it, and it triggered this flood of people replying to me saying, “I run a service that can help you get your account back. DM me here, message me here.” Is there a weird little ecosystem of shady dealers who prey on people who’ve lost their accounts?
100 percent there is. There are these people claiming that they can get your account back, and I’ve talked to users who have literally paid thousands of dollars to these people. However, sometimes it seems to work. So this is the part where it seems like some of these people—and I’ve talked to people who have claimed this—have some kind of in with a Meta employee.
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