Meta announced on Thursday the launch of a new centralized support hub designed for both Facebook and Instagram users globally, acknowledging that its prior support options have not “always met expectations.”
Within this new hub, users will find a collection of tools aimed at addressing account issues, facilitating the recovery of lost accounts, and utilizing an AI-powered search function along with a dedicated AI assistant to get necessary answers.
The new feature is currently rolling out to global users on both the Facebook and Instagram applications, supporting users on both the iOS and Android platforms.
The new AI assistant being tested is specifically engineered to deliver more personalized assistance for common tasks, such as managing your profile, account recovery processes, or updating various settings. This particular AI-driven feature will initially be available to users on Facebook, with the company indicating plans to extend its availability to other applications in the future.
The company claims that its ongoing use of advanced AI systems is playing a crucial role in safeguarding user accounts, noting that global account hacks have decreased by over 30% across Facebook and Instagram. Meta also states that AI is actively utilized to identify and halt other security threats, including phishing attempts, suspicious logins, and compromises of user accounts.
Additionally, Meta reports that its AI deployment has helped it avoid the disabling of user accounts by mistake more frequently than ever before, and it has concurrently accelerated the appeals process for users when such mistakes have occurred.
However, this claim of improved AI oversight does not align with the thousands of user experiences who report losing access to their accounts or Facebook Pages due to errors made by Meta’s automated systems. Some users even suspect that the AI itself is responsible for these mistakes, given the lack of apparent human oversight in the errors and subsequent support requests. A significant portion of these affected users are currently threatening or actively engaged in legal action, especially when the loss of their social media accounts directly impacts their businesses or real-world livelihoods.
The severity of the situation has escalated to the point where an entire Reddit forum was specifically established this year to provide assistance and resources to individuals who are pursuing legal action against Meta concerning their disabled accounts.
Meta expresses confidence that the new centralized hub is designed to address these systemic problems, stating that it will consolidate account recovery options and provide a more streamlined recovery experience, complete with clearer guidelines and simpler verification steps. The company also promises that the system will send improved SMS and email alerts regarding risky activity and will be better equipped to recognize users’ trusted devices. Furthermore, the hub will connect users with other critical security tools, such as running a security checkup, setting up two-factor authentication, or implementing a passkey.
The updated account recovery methods now include the option for users to take an optional selfie video as a means of identity verification.
While Meta asserts that the new hub will ultimately simplify the experience for its users, the simple act of relocating settings and help options frequently causes confusion. Meta has a history of regularly moving key areas—such as its account settings, data management tools, and privacy features—ostensibly to make the app easier to navigate. However, these constant changes often result in users being unable to recall where critical items are located, as various menus and navigational pathways are frequently altered from their previous locations.
