Meta has launched a new centralized support hub for Facebook and Instagram users. The company announced the change, noting that its previous support options have not always met user expectations. Within this hub, users will find tools to report account issues, recover lost accounts, and get answers through an AI-powered search and an AI assistant.
The feature is rolling out now to global users on both Facebook and Instagram, available on iOS and Android apps. The new AI assistant being tested is designed to offer personalized help with tasks like account recovery, profile management, and updating settings. This assistant will first be available to Facebook users, with plans to expand it to other apps in the future.
Meta claims its use of AI systems is helping protect user accounts, reporting that account hacks have decreased by over thirty percent globally across Facebook and Instagram. The AI also helps identify and stop other threats, such as phishing, suspicious logins, and compromised accounts. Additionally, Meta states that AI has reduced mistaken account disabling and sped up the appeals process when errors occur.
However, this claim contrasts with the experiences of thousands of users who report losing access to their accounts or Facebook Pages due to mistakes made by Meta’s systems. Some suspect AI is to blame, as these errors and support requests appear to lack human oversight. A portion of affected users are threatening or pursuing legal action, especially when account loss impacts their businesses or livelihoods. The situation has led to the creation of an entire Reddit forum this year dedicated to helping people who are suing Meta over disabled accounts.
Meta believes the new hub could address these problems by centralizing account recovery options and offering a more streamlined experience with clearer guidelines and simpler verification. The system promises improved SMS and email alerts about risky activity, better recognition of user devices, and connections to other security tools like security checkups, two-factor authentication, and passkeys. Account recovery methods now also include an optional selfie video to verify identity.
While Meta claims the new hub will simplify things for users, the act of relocating settings and help features can itself cause confusion. Over the years, Meta has regularly moved key areas like account settings, data management tools, and privacy features, intending to improve usability. However, these constant changes often mean users cannot remember where to find things, as menus and navigation are frequently different from before.