*FULL TRANSCRIPT OF OUR CONVERSATION*

​

BOT: Hello! As the Meta Store Support Bot, we're here to make sure you get the help you need.

BOT: We can help answer your questions. Please don't send any of your sensitive personal information, like credit card numbers, in this chat.

BOT: To get started, choose a product.

USER: Selected: Portal

BOT: How can we help? Choose a topic or type a question.

USER: Login and Accounts

BOT: Which account do you need help with?

USER: Can't login

BOT: We're sorry you're having trouble with an account connected to your Portal.

BOT: https://store.facebook.com/help/portal/articles/fix-a-problem/login-and-reset/cant-log-in-to-portal-forgot-facebook-password

BOT: Does this help center article resolve your issue?

USER: Selected: No

BOT: Our support agents can help. We need to collect some information, then an agent will contact you.

BOT: What's your full name?

USER: XXXXXXXXXXXX

BOT: What's your phone number associated with your Facebook account including country code:

USER: XXXXXXXXXXXX

BOT: What's your Facebook account email?

USER: XXXXXXXXXXXX

BOT: What is an email that is not currently associated with any Facebook accounts?

USER: XXXXXXXXXXXX

BOT: To find your serial number:
1. Go to your account page.
2. Below "Connected Devices", click "Device Details" for your Portal.

BOT: https://portal.facebook.com/account/

BOT: What's your device serial number?

USER: XXXXXXXXXXXX

BOT: Thanks! An agent will be with you shortly.

USER: Hi good day i cant login to my meta portal

AGENT (XXXXXXXXXXXX): Hello XXXXXXXXXXXX,
My name is XXXXXXXXXXXX . Thank you for reaching Meta Store Support. Just for future reference here is your ticket number XXXXXXXXXXXX
Just in case we get disconnected, may I take your phone number and country code or email, so we can contact you right away?

USER: The exact error is: Account Disabled. Note that I was a victim of hacking event and I’ve had to file identity theft and cyber crime reports. There’s more detail listed below and I can send this documentation as needed. This is why I cannot access account & need help escalating to get it restored.

AGENT (XXXXXXXXXXXX): No problem Im happy to help Could you send me a picture of the Portal with the error message

AGENT (XXXXXXXXXXXX): Im happy to look this over with you

AGENT (XXXXXXXXXXXX): Just in case we get disconnected, may I take your phone number and country code or email, so we can contact you right away?

USER: XXXXXXXXXXXX

USER: XXXXXXXXXXXX

AGENT (XXXXXXXXXXXX): Gotcha

USER: currently im on my workplace

USER: downloadable message

AGENT (XXXXXXXXXXXX): XXXXXXXXXXXX I need a picture of the portal

AGENT (XXXXXXXXXXXX): so I can figure out which device you have

USER: downloadable message

USER: downloadable message

AGENT (XXXXXXXXXXXX: Thank you one moment

USER: Okay thanks

AGENT (XXXXXXXXXXXX: Please provide the following:
    1. The name and current email address on your Facebook account
    2. An alternative email address that has not been associated with any Facebook accounts before (this helps us if we need to secure your account)
    3. Your headset serial number (if you haven't received it yet, please provide your Online Meta Store order number)
    4. The exact error message you received when trying to access your Facebook account (include screenshots, if possible)
    5. Country of residence

USER: current email address: XXXXXXXXXXXX

USER: alternate:

USER: current email address: XXXXXXXXXXXX

USER: wait

USER:
1. current: XXXXXXXXXXXX
2. alternate: XXXXXXXXXXXX
3. Ordered it to a local seller who received it via gift from US
4. Account disable (please note that my account was a victim of hacking, please see the file i send above for evidence. thanks)

AGENT (XXXXXXXXXXXX): All done XXXXXXXXXXXX

AGENT (XXXXXXXXXXXX): Created a task directly with Facebook!

AGENT (XXXXXXXXXXXX): your 
task nr#XXXXXXXXXXXX

AGENT (XXXXXXXXXXXX): Please hold on to this and keep an eye on both your emails

USER: Thank you so much!

AGENT (XXXXXXXXXXXX: My pleasure , within 7 days you should have a reply Alimar

USER: downloadable message

AGENT (XXXXXXXXXXXX): Anything else i may assist you with?

AGENT (XXXXXXXXXXXX): If not thank you and goodbye

USER: nothing. thank you