Meta is rolling out a new centralized support hub for Facebook and Instagram users. The company announced on Thursday that previous support options didn’t always “meet expectations.” Within this hub, users can report account issues, recover lost access, and get answers through an AI-powered search feature and an AI assistant.
The feature is now available globally in the iOS and Android apps for both Facebook and Instagram.
A new AI assistant currently in testing aims to deliver more personalized help—such as recovering accounts, managing profiles, or updating settings. This specific capability will initially be offered to Facebook users, though Meta plans to expand it to other platforms in the future.
Meta claims its AI systems are enhancing account security, citing a reduction of over 30% in compromised Facebook and Instagram accounts worldwide. The AI also helps detect and block threats like phishing attempts, suspicious logins, and account takeovers.
Additionally, Meta says AI has helped prevent more mistaken account suspensions than ever before and has accelerated the appeals process when errors occur.
However, this assertion contradicts the real-world experiences of thousands of Meta app users who report losing access to their accounts or Facebook Pages due to system errors. Many suspect AI is to blame, as support requests often appear to receive no human oversight. Some affected users—especially those whose livelihoods depend on their accounts—are threatening or pursuing legal action.
The situation has grown so severe that a dedicated Reddit community was created this year to assist users suing Meta over wrongful account bans.
Meta believes the new support center will address these issues by consolidating recovery options and offering a smoother, more intuitive restoration experience with clearer instructions and simpler verification steps. The company also promises enhanced SMS and email alerts for suspicious activity and improved device recognition. Furthermore, the hub connects users to additional security tools, such as security checkups, two-factor authentication setup, and password management.
Account recovery now includes an optional video selfie to verify identity.
Despite Meta’s claims that the new hub will simplify user support, simply relocating settings and help sections could cause confusion. Over the years, Meta has repeatedly moved critical features—like account controls, data management tools, and privacy settings—ostensibly to improve usability. Yet these frequent changes mean users often can’t find familiar functions because menus and navigation have shifted without clear consistency.
