Unable to login to Facebook

My brother is unable to login to his Facebook account, he uses his Palm Pre. However, I login to his account from time to time from my computer, neither of us have had any problems till Monday. This is the error we are getting.

Incorrect phone number

The phone number you entered does not belong to any account. You may try clearing your browser's cache and cookies by following these instructions.

You can login using any email, username or mobile phone number associated with your account. Make sure that it is typed correctly.

He always used his cell phone number as his username.

We have tried password resets but nothing is working. I have looked at the help section on Facebook and here but don't see any answers. We have sent several emails to them and just get the automated responses.

He is still showing up on my friends list.

Carolyn

Moved from Facebook Help other to Hacked etc section

[You must be registered and logged in to see this link.] wrote:My brother is unable to login to his Facebook account, he uses his Palm Pre. However, I login to his account from time to time from my computer, neither of us have had any problems till Monday. This is the error we are getting.

Incorrect phone number

The phone number you entered does not belong to any account. You may try clearing your browser's cache and cookies by following these instructions.

You can login using any email, username or mobile phone number associated with your account. Make sure that it is typed correctly.

He always used his cell phone number as his username.

We have tried password resets but nothing is working. I have looked at the help section on Facebook and here but don't see any answers. We have sent several emails to them and just get the automated responses.

He is still showing up on my friends list.

Carolyn

How many devises do you use to log into Facebook and how many different locations?

What happened on Monday ?

Don't know what happened, but we do know that the last time he logged in was on Sunday and neither one of us has been able to login since.

I uise my computer and he uses his Palm Pre. We never had a problem before.

Can we start by concentrating on your computer and tell him not to try to access Facebook on his Pam for the moment ?

What exactly happens when you try to access his Facebook account on your computer ( by the way, to advise, it is never a good idea to let anyone but the Facebook account holder know anyone else's Facebook log- in details)

How Protected , if at all is your Computer, and with what programs ?

I assume you too have a Facebook account? Can you still log into your Account ?

The reason I used to login to his account is because only seeing certain things from his phone, not the full Facebook. Since then, he learned from a friend who has the same phone, there was another Facebook available, so he was logging in two different ways but cannot login either way now.

Nobody has access to my computer but me.

I can still login to my account without any problem.

My computer is protected with AVG and it seems to work very well, better than the previous Anti-Norton I had.

We both get the same error when we try to login.

I had tried to login to his account last Monday so I could view his page, to see if Facebook was making changes again as I was only seeing pictures of my friends on the left side of my page and not names(have since learned that my other friends are also seeing it as well). I was unable to login and asked him if he had changed his password and he said no, he tried to login and could not either.

[You must be registered and logged in to see this link.] wrote:
My computer is protected with AVG and it seems to work very well, better than the previous Anti-Norton I had.

It has to be asked; Did you have Norton Antivirus program on there before AVG?

If so, how did you remove the Norton program?


Would you please run two scans to also check for any nasties lurking on that computer


Run at your own risk

Next run MBAM (MalwareBytes):

Please download [You must be registered and logged in to see this link.] and save it to your Desktop.

[You must be registered and logged in to see this link.]
[You must be registered and logged in to see this link.]

MBAM may "make changes to your registry" as part of its disinfection routine.

• Make sure you are connected to the Internet.
  
• Double-click on mbam-setup.exe to install the application.
  .
  
• When the installation begins, follow the prompts and do not make any changes to default settings.
  
• When installation has finished, make sure you leave both of these checked:
  
  
  • Update Malwarebytes' Anti-Malware
    
  • Launch Malwarebytes' Anti-Malware
  
  
• Then click Finish.

MBAM will automatically start and you will be asked to update the program before performing a scan.

• If an update is found, the program will automatically update itself. Press the OK button to close that box and continue.
  
• If you encounter any problems while downloading the definition updates, manually download them from [You must be registered and logged in to see this link.] and just double-click on mbam-rules.exe to install.

On the Scanner tab:

• Make sure the "Perform Quick Scan" option is selected.
  
• Then click on the Scan button.
  
• If asked to select the drives to scan, leave all the drives selected and click on the Start Scan button.
  
• The scan will begin and "Scan in progress" will show at the top. It may take some time to complete so please be patient.
  
• When the scan is finished, a message box will say "The scan completed successfully. Click 'Show Results' to display all objects found".
  
• Click OK to close the message box and continue with the removal process.

Back at the main Scanner screen:

• Click on the Show Results button to see a list of any malware that was found.
  
• Make sure that everything is checked, and click Remove Selected.
  
• When removal is completed, a log report will open in Notepad.
  
• The log is automatically saved and can be viewed by clicking the Logs tab in MBAM.
  
• Copy and paste the contents of that report in your next reply. Be sure to post the complete log to include the top portion which shows MBAM's database version and your operating system.
  
• Exit MBAM when done.

Note: If MBAM encounters a file that is difficult to remove, you will be asked to reboot your computer so MBAM can proceed with the disinfection process. If asked to restart the computer, please do so immediately. Failure to reboot normally (not into safe mode) will prevent MBAM from removing all the malware.

..................................................................

Next run Superantisypware (SAS):

Download and scan with [You must be registered and logged in to see this link.] Free for Home Users

• Double-click SUPERAntiSpyware.exe and use the default settings for installation.
  
• An icon will be created on your Desktop. Double-click that icon to launch the program.
  
• If asked to update the program definitions, click "Yes". If not, update the definitions before scanning by selecting "Check for Updates".
  
  
• In the Main Menu, click the Preferences... button.
  
• Click the Scanning Control tab.
  
• Under Scanner Options make sure the following are checked (leave all others unchecked):
  • Close browsers before scanning.
    
  • Scan for tracking cookies.
    
  • Terminate memory threats before quarantining.
• Click the "Close" button to leave the control center screen.
  
• Back on the main screen, under "Scan for Harmful Software" click Scan your computer.
  
• On the left, make sure you check C:\Fixed Drive.
  
• On the right, under "Complete Scan", choose Perform Complete Scan.
  
• Click "Next" to start the scan. Please be patient while it scans your computer.
  
• After the scan is complete, a Scan Summary box will appear with potentially harmful items that were detected. Click "OK".
  
• Make sure everything has a checkmark next to it and click "Next".
  
• A notification will appear that "Quarantine and Removal is Complete". Click "OK" and then click the "Finish" button to return to the main menu.
  
• If asked if you want to reboot, click "Yes".
  
• To retrieve the removal information after reboot, launch SUPERAntispyware again.
  • Click Preferences, then click the Statistics/Logs tab.
    
  • Under Scanner Logs, double-click SUPERAntiSpyware Scan Log.
    
  • If there are several logs, click the current dated log and press View log. A text file will open in your default text editor.
    
  • Please copy and paste the Scan Log results in your next reply.
• Click Close to exit the program.

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Please tell us what you mean by

Since then, he learned from a friend who has the same phone, there was another Facebook available, so he was logging in two different ways but cannot login either way now.

Have you been logging into the legitimate Facebook site or a Phishing or cloned site?