Meta has announced the launch of a new, unified support center designed for individuals who use Facebook and Instagram. The company stated that its previous support resources have not consistently fulfilled user needs. This new hub provides users with the ability to submit reports regarding account issues, regain access to accounts they’ve been locked out of, and obtain information through both AI-driven search functionality and an AI-powered assistant.

This feature is currently being implemented for Facebook and Instagram users worldwide, available on both iOS and Android platforms.

The newly tested AI assistant is intended to deliver more tailored assistance with tasks such as account restoration, profile management, and settings adjustments. Initially, this functionality will be accessible to Facebook users, with plans for expansion to other applications in the future.

According to the company, the implementation of AI technologies is contributing to enhanced account protection, resulting in a global reduction of over 30% in account compromises across Facebook and Instagram. AI is also utilized to detect and prevent other security threats, including phishing attempts, unauthorized logins, and account breaches.

Furthermore, Meta reports that AI has significantly reduced instances of incorrect account deactivations and has accelerated the appeals process when errors do occur.

However, this assertion contrasts with the experiences shared by numerous users of Meta’s platforms, who have reported losing access to their accounts or Facebook Pages due to perceived errors within Meta’s systems. Some users attribute these issues to the AI, suggesting a lack of human review in support and error resolution. A segment of these affected users are pursuing or considering legal recourse, particularly when account loss impacts their businesses or income.

The frequency of these issues has led to the creation of a dedicated Reddit forum this year, established to support individuals taking legal action against Meta regarding disabled accounts.

Meta anticipates that the new support hub will help resolve these concerns by consolidating account recovery options and providing a more efficient recovery process with clearer instructions and simplified verification procedures. The system will also deliver enhanced SMS and email notifications regarding potential security risks and will improve device recognition, Meta states. Additionally, users will be directed to tools for securing their accounts, such as security checkups, two-factor authentication setup, and passkey implementation.

Account recovery procedures now include the option to submit an optional selfie video for identity verification.

While Meta asserts that the new hub will simplify the user experience, relocating settings and help resources can often create confusion. Throughout the years, Meta has frequently moved key areas like account settings, data management tools, and privacy features, with the stated goal of improving usability. However, these ongoing changes also mean that users may struggle to remember where to find specific features within the app, as menus and navigation are often altered.