Account hacked - support

Hello guys!
I am trying to recover a hacked account for a client of mine, unfortunately when I carry out the procedure “contact support for a problem” it tells me to carry out the procedure from a device already connected previously, how can I solve?

They ask you to connect from the device that was used by a person who hacked it?

I think what IG means is to login from a recognized/trusted device.

I’m not sure which procedure you’re talking about. Are you referring to submitting the Support Request Form? Last time I checked I could submit the form on someone’s behalf.

Is important to use same device that have the same cookies. These keep track if your device is the real one used…