Meta announced Thursday that it’s launching a new centralized support hub for Facebook and Instagram users, acknowledging that its previous support options haven’t “always met expectations.” The hub will provide tools to report account issues, recover lost accounts, and access help through AI-powered search and a new AI assistant.

 

The feature is now rolling out globally on the Facebook and Instagram apps for both iOS and Android.

 

Meta’s AI support assistant, currently in testing, is designed to deliver more personalized guidance for tasks like account recovery, profile management, and updating settings. It will debut on Facebook before expanding to Meta’s other apps.

 

According to Meta, its AI systems are already improving account safety: the company says global account hacks across Facebook and Instagram have dropped more than 30%. AI also helps detect phishing attempts, suspicious logins, compromised accounts, and similar threats. Meta adds that AI has reduced the number of accounts mistakenly disabled and has accelerated the appeals process when errors occur.

 

But these assurances contradict the experiences of many users who say they’ve lost access to accounts or Facebook Pages due to system errors—often with no human support involved. Some users suspect AI-driven systems are at fault and have pursued or are considering legal action, especially when account loss affects their businesses or livelihoods. The issue has grown so widespread that a dedicated Reddit forum emerged this year to assist people preparing lawsuits against Meta over account deactivations.

 

Meta believes the new hub will help address these problems by centralizing recovery options and simplifying the process with clearer instructions and more consistent verification. The system will also deliver improved SMS and email alerts about risky activity, better recognize trusted devices, and guide users toward additional security tools, such as two-factor authentication, passkeys, and security checkups. Account recovery now includes an optional selfie video for identity verification.

 

Still, relocating key settings and support tools may introduce new friction. Meta has repeatedly shifted the placement of account settings, privacy controls, and data management features over the years—changes intended to streamline navigation but which often leave users unsure of where to find essential options as menus and layouts continue to evolve.