I know someone who uses Facebook for work. Her account login stopped working, it always said she put the wrong token number even though she used their own token

I know someone who uses Facebook for work. Her account login stopped working, it always said she put the wrong token number even though she used their own token generator from the phone app. It's my pet theory they just randomly lock accounts without ID on file so you have to upload ID to unlock it, which is apparently now required for new accounts. Because that's the only thing that worked because they have no support.