Meta has introduced a centralized support hub for Facebook and Instagram, aiming to fix long-standing complaints about confusing help menus and ineffective account recovery options.

The company says the new hub will streamline support and offer AI-powered assistance — though many users say past issues still leave them doubtful.

Meta announced on Thursday that it is launching a new unified support hub for Facebook and Instagram users worldwide.
The feature is now rolling out across both platforms on iOS and Android.

Within the hub, users will be able to report account issues, recover lost accounts, and use new tools such as AI-powered search and an AI assistant to find relevant help.

Meta says it is testing a new AI assistant designed to provide more personalized support.
The assistant can guide users through account recovery, profile management, and settings updates.

The feature will debut exclusively for Facebook users before expanding to other Meta apps.

Meta claims AI has improved security 

The company says its AI systems have already led to a 30% global reduction in account hacks across Facebook and Instagram.
It also claims AI is helping detect threats such as phishing, suspicious logins, and compromised accounts more effectively than before.

Meta adds that AI has helped prevent accidental account disablement and has sped up appeal processes.

However, these claims contrast sharply with the experiences of thousands of users. Many report losing access to their accounts or Facebook Pages due to automated mistakes — issues they say involve little to no human oversight. Some affected users, especially business owners, are now pursuing legal action over losses tied to disabled accounts.

The problem has become so widespread that an entire Reddit forum was created this year specifically for people preparing to sue Meta.

What new support hub promises to fix

According to Meta, the centralized hub is designed to simplify account recovery by offering:

• Clearer guidelines

• Simpler verification steps

• Better recognition of user devices

• Improved SMS and email alerts about risky activity

Users will also be directed toward additional security tools, including two-factor authentication, passkey setup, security checkups, and more.

Meta is also introducing the option to verify identity through an optional selfie video, a feature meant to reduce fraudulent recovery attempts.

Despite Meta’s promises, the company’s history of constantly shifting settings and menus continues to frustrate users.
Over the years, Meta has repeatedly moved privacy options, account settings, and data management tools, often without clear communication.

While these changes are meant to improve usability, they also leave users confused, as features are rarely found where they used to be.