This recent week, we have been engaged in the recovery of a client's hacked Instagram account. It should be a standard operation requiring evidence of the hack & simple communication with Instagram support. From some digging, we were able to retrieve the IP address, MAC address, Internet Service Provider & domain host of the hacker. In addition, we were able to prove without a doubt that the client's computer had been compromised by malware which has led to back door access & information gathered to access the Instagram account. In this case, the client had both their email address & password changed on the account.

Unfortunately, Instagram has a very complicated support system directing most users to the Instagram help centre. This is predominantly a database of FAQ's to help offer suggestions, but gives no direction as to talking to a real support agent. After some complex hunting through the sections of the help centre, there is only one frustratingly automated pathway for getting genuine support.

Instagram have introduced a 'video selfie' system in which you can follow the 'forgot password' and can't log in prompts. This leads you to a section where you are asked whether you have a picture of yourself on your profile or not. If you select no, you are directed back to the password reset link screen, which if your email has been changed by the hacker, achieves nothing. The other option is to select yes & then participate in what appears to be an AI driven system to take a 'video selfie'. If the video selfie isn't verified by the software, then you are declined from reaching further support. We have found this to be especially challenging as given this scenario, the hacked account was for their business and did not contain any photos of her. Naturally, this meant that they were being immediately rejected from receiving further support.

We have tried all other methods of getting in contact including talking to meta concierge support, Facebook business support, emailing the Instagram security email & sending a support request through another account. Unfortunately, we were unable to get any support that would assist us in this case. So as a result, we were unable to reinstate this account due to poor customer support options & this big issue for an account that has no pictures of the client.

Morale of the story, have at least one picture of yourself on any of your accounts.