Meta admits support “hasn’t always met expectations.”
Meta is rolling out a new centralized support hub for Facebook and Instagram, finally acknowledging what users have known for years: getting help when your account is hacked or inaccessible has been frustratingly difficult.
The new space, available globally on iOS and Android, brings together everything related to account issues, from reporting problems to recovering access, into a single interface across both platforms.
“Getting help with your account should be simple and accessible,” Meta said in its announcement, adding that its customer support “hasn’t always met expectations.” The hub is meant to streamline the experience and reduce the confusing maze of forms and links users have historically faced.
Meta is also developing an AI-powered assistant designed to offer “instant, personalized help,” starting with Facebook. It will help guide people through account recovery, settings updates, and other common issues. Meta says it plans to expand this tool to Instagram and other apps over time.
One open question: How useful is an in-app help hub if you’re already locked out of the app? Meta says it’s improving recovery pathways too, using AI to better identify past login locations and trusted devices to verify identity, but real-world impact remains to be seen.
For now, the move signals a much-needed shift: Meta finally treating customer support as a product, not an afterthought.
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