Meta is launching a new central support hub for Facebook and Instagram users, the company was announced on Thursday, adding that her previous support options had not “always lived up to expectations.” Within the hub, users will find tools to report an account issue, recover an account they’ve lost access to, and get answers through AI search and an AI assistant.
The feature is now rolling out to global users on Facebook and Instagram on both the iOS and Android apps.
The new AI assistant being tested is designed to offer more personalized help with things like recovering an account, managing your profile or updating your settings. This particular feature will be available to Facebook users first, but the company expects to roll it out to other apps in the future.
The company claims that the use of AI systems helps protect user accounts, noting that account hacks have dropped by over 30% worldwide on Facebook and Instagram. AI is also used to help detect and terminate other threats, such as phishing, suspicious logins, compromised accounts, and more.
In addition, Meta says that AI has helped it avoid accidentally deactivating accounts more than ever before, and has speeded up the appeals process when mistakes happen.
However, this claim does not match the live experience of thousands of users of Meta’s apps, who complain that they have lost access to their Facebook accounts or Pages due to errors made by Meta’s systems. Some even suspect AI is to blame, as errors and support requests don’t seem to involve human oversight. A portion of these users threaten or engage in legal action, particularly when the loss of their accounts has a real impact on their businesses or livelihoods.
The situation has now become so bad that an entire Reddit forum was created this year to help people who are suing Meta over their disabled accounts.
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Meta believes the new hub could address these types of issues, saying it will consolidate account recovery options and offer a more streamlined account recovery experience with clearer instructions and simpler verification. In addition, the system sends improved SMS and email alerts about dangerous activity and will recognize users’ devices better than before, Meta promises. And it will connect users with other tools to secure their account, such as running a security check, setting up two-factor authentication, or adding a passkey.
Account recovery methods now also offer the option to receive an optional selfie video to verify your identity.
While Meta claims the new hub will make things easier for its users, just navigating to where settings and help are can lead to confusion. Over the years, Meta regularly moved key areas such as account settings, data management tools, and privacy features, ostensibly to make things easier for users. But the constant changes also mean that users can’t remember where to find things in the app, as they’re often not where they were before, and various menus and navigation have changed.
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