Meta is rolling out a new centralized support hub across Facebook and Instagram, leveraging artificial intelligence to help users resolve account issues more efficiently. With over 3 billion users generating millions of daily support requests, the platform has struggled to provide adequate human support. This update aims to bridge that gap by offering AI-assisted solutions and better access to account information.
Enhanced Support Tools and Features
The new support hub brings together multiple assistance options in one location, allowing users to report account issues, track previous reports, and access AI-powered search functionality. Users can find quick answers to common account queries without waiting for human representatives. Meta’s AI tools are designed to better understand conversational queries, providing more relevant guidance tailored to individual situations. The hub also includes prompts for frequently asked questions, automatically routing them to AI support systems for faster resolution.
Improved Account Recovery Process
Meta has significantly enhanced its account recovery experience using AI technology. The updated system adjusts guidance based on individual circumstances, offering clearer recovery steps and simplified verification processes. Additionally, the platform has improved SMS and email alerts about suspicious activity and strengthened its trusted device recognition. These security enhancements aim to help users regain account access quickly and stress-free.
The global rollout began in early December 2025, with Meta acknowledging that while these improvements won’t replace human support entirely, they provide greater transparency and more self-service options for addressing common account problems. Success will depend on how effectively users understand the available information and how well AI systems comprehend their specific issues.