Locked out of Facebook, email and passwords been change, now I have no access.

roosterpotatoes

Hi everyone.

I am hoping someone can help me please.

About two weeks ago I started having login problems where I was having to reset my password every time I tried accessing Facebook. I changed my email address on Facebook itself because I though perhaps they were logging in through my email.

I have changed all of my passwords to all of my email accounts so thought everything would return back to normal.

Three days ago I tried to login to Facebook and it was telling me that there was no account associated with any of my email addresses (I have three) When I asked my mum to have a look at the details on my profile she told me an email address which is definitely not mine.

I have tried all of the Facebook "help" which is basic and not helping me.

I cant answer using my secret question as its been wiped off and all Facebook are telling me is that because of the email address which of course, I don't have access to, I cant prove I am who I say I am.

Please can someone offer me any advise on what I can do to recover my account.

Many thanks for reading this very long post but im desperate now as Its got photos of my children and a lot of personal information eg. my birthday and place of birth, Im a bit sensitive about identity fraud

andythecal

Sounds bad, have you tried this:

http://www.facebook.com/hacked/

That will go through some steps to try to get your account back.

RussJK

Since after changing passwords and associated emails you still got hacked, then the commonality may be your computer. It might be a good idea to first check your computer for malware.

For starters, run Malwarebytes, update it, run a Quick scan and clean anything it finds, post a log:
http://www.malwarebytes.org/mbam-download.php

Then save Hijackthis to the desktop. Hold LEFT SHIFT and RIGHT CLICK on it, Run As Administrator or Current User (and uncheck the 'protect' bit)
http://www.trendmicro.com/ftp/products/hijackthis/beta/HijackThis.exe
Do a system scan and save a log, then post the log here please

roosterpotatoes

Thanks for taking the time to reply

I think I must of asked it to do a complete scan.

I started again and pressed quick scan

Here is the report


Malwarebytes' Anti-Malware 1.51.0.1200
https://www.malwarebytes.org

Database version: 6847

Windows 6.1.7600
Internet Explorer 8.0.7600.16385

13/06/2011 14:17:21
mbam-log-2011-06-13 (14-17-21).txt

Scan type: Quick scan
Objects scanned: 1
Time elapsed: 18 second(s)

Memory Processes Infected: 0
Memory Modules Infected: 0
Registry Keys Infected: 0
Registry Values Infected: 0
Registry Data Items Infected: 0
Folders Infected: 0
Files Infected: 0

Memory Processes Infected:
(No malicious items detected)

Memory Modules Infected:
(No malicious items detected)

Registry Keys Infected:
(No malicious items detected)

Registry Values Infected:
(No malicious items detected)

Registry Data Items Infected:
(No malicious items detected)

Folders Infected:
(No malicious items detected)

Files Infected:
(No malicious items detected)



I dont use Internet Explorer, I use google chrome. Does this matter?

RussJK

That doesn't look right, 18 seconds and 1 object scanned? Try it again, and let it run through. It'll take anywhere from 3 minutes to an hour for the quick scan to finish.

It doesn't matter that you use Chrome, it's just checking Windows and IE versions.

roosterpotatoes

Thanks for all of your help, Ill try the scan again after the superantispyware scan has finished, just doing a quick scan to post here too.
Thanks for your patience

roosterpotatoes

On superantispyware it found 156 adware.tracking cookies, none were harmful

Ill do the malware one now

Miss_Scrooge_2

You probably won't find anything through the anti-virus software, unless perhaps you've been key-logged and if so, I'd be very careful of any online bank accounts and other sensitive information you'ver accessed on your computer. I don't use FB but it sounds to me like someone else has had access to your account and changed your e-mail address so you're unable to recover your password. Do you remember giving your password out to anyone you know? Maybe a friend or relative?

roosterpotatoes

Malwarebytes' Anti-Malware 1.51.0.1200
https://www.malwarebytes.org

Database version: 6847

Windows 6.1.7600
Internet Explorer 8.0.7600.16385

13/06/2011 15:03:18
mbam-log-2011-06-13 (15-03-17).txt

Scan type: Quick scan
Objects scanned: 142842
Time elapsed: 6 minute(s), 10 second(s)

Memory Processes Infected: 0
Memory Modules Infected: 0
Registry Keys Infected: 0
Registry Values Infected: 0
Registry Data Items Infected: 0
Folders Infected: 0
Files Infected: 0

Memory Processes Infected:
(No malicious items detected)

Memory Modules Infected:
(No malicious items detected)

Registry Keys Infected:
(No malicious items detected)

Registry Values Infected:
(No malicious items detected)

Registry Data Items Infected:
(No malicious items detected)

Folders Infected:
(No malicious items detected)

Files Infected:
(No malicious items detected)

RussJK

A keylogger is exactly what we're trying to find, but if there was one you'd expect to find some other associated malware scanning with SAS/MBAM even if the keylogger itself was harder to find.

Can try these quick scans:
http://public.avast.com/~gmerek/aswMBR.htm (common rootkits, don't post a log, use the guide on the webpage)
http://support.kaspersky.com/downloads/utils/tdsskiller.exe (TDSS/TDL rootkits, don't post a log just say result)
HitmanPro http://www.surfright.nl/en/hitmanpro (don't bother cleaning cookies)

Wouldn't hurt to run Combofix just in case there is difficult rootkit or keylogger. It's up to you.

roosterpotatoes

Blimey, it sounds complicated. I have Norton security and it shows nothing. Ill try the two you have suggested and will post up the results
Thank you once again