Meta is rolling out a centralized support hub for Facebook and Instagram users globally, acknowledging its previous support options haven't "always met expectations." The new platform integrates AI-powered search capabilities and an experimental assistant to handle account recovery, security issues, and profile management across both apps.
Meta just admitted what millions of users already knew - its customer support has been failing them. The social media giant is launching a centralized support hub for Facebook and Instagram that finally puts account recovery, security tools, and an experimental AI assistant all in one place.
The timing isn't coincidental. Meta has faced mounting criticism over its automated systems wrongfully suspending accounts and leaving users with virtually no recourse. According to the company's announcement, the new hub rolls out globally starting today across iOS and Android apps for both platforms.
What's particularly interesting is Meta's admission that its "prior support options haven't always met expectations." That's corporate speak for the thousands of users who've lost access to their accounts - and in many cases, their businesses - due to what appears to be AI-driven moderation mistakes.
The new AI assistant being tested represents Meta's bet that more AI can solve problems created by AI in the first place. Initially available only on Facebook, the assistant handles account recovery, profile management, and settings adjustments. Meta plans to expand it to Instagram and other platforms later.
Here's where things get complicated. Meta claims its AI systems have reduced account hacks by over 30% globally and helped avoid wrongful account disables. But that narrative conflicts sharply with user experiences. Earlier this year, Instagram users reported mass bans that many attributed to AI moderation errors.
The situation has become so severe that an entire Reddit forum now exists to help people suing Meta over disabled accounts. These aren't just casual users - many are business owners whose livelihoods depend on their social media presence.
The new hub attempts to address these issues through streamlined account recovery with "clearer guidelines and simpler verification." Users can now submit selfie videos for identity verification, receive improved SMS and email alerts about suspicious activity, and access integrated security tools like two-factor authentication and passkey setup.
