Questions
Account Recovery FAQ
If we missed something, email support@fend.win.
+How long does an account recovery usually take?
Most cases close in 1–7 days depending on platform and tier. Priority tier targets 1–3 days. Emergency targets 24 hours. Complex hacked-account cases with active impersonators sometimes resolve faster because platforms prioritize them.
+What's your success rate?
Across all platforms we run around 88%. Some platforms are easier than others — X (Twitter) tends to be the hardest. We're honest before we accept a case; if we don't believe it's winnable, we'll tell you.
+Why does this cost money? Can't I do it myself?
You can try. Many people do, for weeks, before contacting us. The platforms' public recovery forms route through automated systems that reject most submissions silently. We use the official verified-user, business-support, and identity-verification channels — and we know the cadence, framing, and escalation paths that get attention.
+Is this hacking? Are you breaking platform rules?
No. We work exclusively through the platforms' official recovery and appeal channels. We never use credential stuffing, exploits, social engineering against platform staff, or any technique that violates terms of service. If a case requires anything grey-hat, we decline it.
+Do you guarantee recovery?
No reputable service can — the platforms make the final decision. What we do is work official channels professionally, with the right framing, cadence, and escalation, which materially improves the odds and the turnaround time compared to going it alone.
+Do you offer refunds?
No. All fees are non-refundable. The final recovery decision rests with the platform; we cannot control their outcome, but we can control the quality and persistence of the work. By paying, you're commissioning that work — not buying a guaranteed result.
+What platforms do you cover?
Instagram, Facebook (including Pages, Business Manager and ad accounts), TikTok (including Creator Marketplace and TikTok Shop), X (Twitter, including Premium/Verified), Google (including Workspace, YouTube, Drive), Snapchat, and LinkedIn (including Premium/Recruiter).
+How do I know my data is safe?
We collect only what's necessary to recover your account, store it encrypted, and delete case data 90 days after closure. We never have access to your passwords — recovery happens through identity verification, not credentials.
+Can you recover an account someone else owns?
No. We require sworn confirmation of ownership at intake and verify identity throughout. We will not help recover an account that is not yours.
+How do you contact me during the case?
Primarily WhatsApp because it's fast and platforms often need same-day responses. We also use email for documentation. Phone calls on request.
+Will my account be deleted as part of this?
No. Recovery restores access — it does not delete or change ownership records. After recovery you have full control, and we recommend immediately changing passwords and enabling 2FA.
+What's the difference between the three tiers?
Standard (1–7 days) is the same case workup at normal queue priority. Priority (1–3 days) is a dedicated specialist and faster handling. Emergency (24h target) puts a senior team on it with 24/7 contact — for revenue-critical accounts.
+Can I switch tiers after starting?
Yes. You can upgrade mid-case by paying the difference. Downgrades aren't possible once work begins.
+I lost the email and phone on the account. Can you still recover it?
Yes — this is the most common case we handle. Recovery doesn't require access to the original email or phone; it requires identity verification, which we walk through with you.
+Do you work with verified or business accounts?
Yes, and we often work them faster because verified and business accounts have access to priority support channels at the platform level. Bring proof of verification when you submit.