Fix FB Login Issue Without Mobile Phone (2025)

Hello and welcome! My name is ****, and I'm a Tech Specialist with JustAnswer. I'm here to assist you with your Facebook issue. JustAnswer is an independent platform where users can connect with verified professionals for guidance and solutions. Let's get started on resolving your problem.

Customer

Thank you, ****. We're doing well. My wife, ****, is here with me. She has an old mobile phone that doesn't receive texts, and she's currently locked out of her Facebook account. She uses it to advertise an apartment rental, and now we can't access it.

Customer

Her account is linked to her email address, but it's asking for a mobile confirmation code that she can't receive because her phone doesn't support text messages.

I understand the situation. There are two ways to receive the confirmation code: one via the phone number and another through the email linked to the account. Does she have access to that email?

Customer

Yes, I can check the email right now. Let me see if there are any recent emails that might help us with the code.

Great! On the Facebook login page, look for an option that says 'try another way' instead of just waiting for the text message. Let me know when you find that option.

Customer

We can't scroll down to see that option. Oh, wait, let me try clicking the arrow.

If you see the option, please let me know. If not, could you tell me what options are available on the screen?

Customer

It only shows 'update contact info,' which we already tried by entering my cell phone number, but I haven't received any confirmation code yet.

Customer

I even turned my phone off and back on, but still no code.

Please don't click on 'send SMS again.' Instead, let me know what other options you see besides 'update contact info.'

Customer

That's the only active option. There's also a grayed-out 'continue' button, but that's it.

Could you tell me if she's trying to log in from a computer or a mobile device?

Customer

She's using a desktop computer at home.

Let's have her start fresh. Please ask her to enter the Facebook website again at www.facebook.com.

Customer

Okay, we're back on the same screen asking for the confirmation code from the text message.

What does it say? Is it asking for a four-digit or six-digit code?

Customer

It should be six digits, but we haven't received anything yet, even after updating her contact info.

Which browser is she using to access Facebook? Is it Microsoft Edge, Firefox, or Chrome?

Customer

I think she's using Google Chrome.

Let's try accessing Facebook using a different browser, like Microsoft Edge, if it's available.

Customer

Hold on, let me find Microsoft Edge. We usually use Google Chrome.

Customer

Okay, I've found Microsoft Edge. Now, let's go to Facebook.

Perfect! Type in the website www.facebook.com and see if it works better.

Customer

We're on Facebook now, but it shows my login instead of hers. I think we need to remove my email and have her enter her own.

Yes, please do that. It will require a new password for her account.

Customer

Alright, we're going to try that. Hold on a moment.

Customer

We've clicked on 'forgot password,' but it says her account has been disabled. It suggests visiting the FAQ page for more information.

So it confirms that her account has been disabled. When was the last time she was able to access it?

Customer

She last logged in about six months ago before she went to the hospital.

Has anyone else had access to her account during that time?

Customer

No, but she mentioned receiving messages about another account that wasn't hers. She thinks someone hacked her account.

It sounds like her account may have been hacked, which could explain why it was disabled. If Facebook has permanently disabled the account without indicating a temporary suspension, then recovering it may not be possible. However, if you'd like, I can guide you on how to report this issue to Facebook.

Customer

He mentioned that reporting might be a waste of time, but is there a way to create a new Facebook account from her computer?

Yes, she can create a new Facebook account. However, if the previous account was recently disabled, it may take a few days for her phone number and email to be removed from that account. If she wants to create a new account with a different email or phone number, she can do so immediately.

Customer

If she creates a new email address, she can then set up a new Facebook account, right?

Exactly! She can create a new email address without any issues.

Customer

Can you explain how she can create a new email? We're both older and not very tech-savvy.

Sure! She can visit **** and look for the option to create an account. It will ask for her full name, address, age, and other details. After providing this information, she can create a new Gmail account easily.

Customer

So she just needs to come up with a new email address that isn't already taken, and then she can use that for Facebook?

Yes, exactly! Once she finds an available email address, she can use it to create a new Facebook account. Just make sure it’s not associated with her old account.

Customer

That sounds good. We can proceed with that. Do we need to do anything about the disabled account?

No, there's nothing you can do about the disabled account. Just leave it as it is since you won't be able to access it anymore.

Customer

So, if she uses her real name for the new account, Facebook won't connect it to the old email address, right?

Correct. Facebook only recognizes the email address and phone number, not the name or date of birth.

Customer

Does Facebook automatically close accounts if they're inactive for a certain period?

No, Facebook typically closes accounts after two years of inactivity, not six months.

Customer

It seems likely that her account was hacked. Thank you for all your help! We know what to do now.

I'm glad I could assist you! If you have any further questions or need help, feel free to reach out. Have a wonderful day!

Customer

Thank you! You too, have a great day!

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“I had a resolution within 15 minutes”

— Erin, JustAnswer customer

“I had a resolution within 15 minutes”

— Erin, JustAnswer customer