Facebook and Instagram Get Major Support Overhaul by Meta

SAN FRANCISCO — 2025: Meta has launched a centralized support hub for Facebook and Instagram users worldwide. The new hub aims to simplify account recovery, improve help menus, and offer AI-powered assistance for common issues.

Meta announced the rollout on Thursday, saying it will initially be available on iOS and Android. The update introduces tools for account recovery, reporting issues, and a new AI assistant to help users find relevant support quickly.

AI Assistant Promises Personalized Support

The AI assistant is designed to guide users through:

• Recovering lost accounts

• Managing profiles and settings

• Finding solutions via AI-powered search

The feature will first launch on Facebook and later expand to other Meta apps. Meta says the AI assistant provides personalized guidance and simplifies complex support processes.

AI Claimed to Improve Security

Meta claims that AI has helped reduce account hacks by 30% globally. It also detects threats like:

• Phishing attempts

• Suspicious logins

• Compromised accounts

AI is said to prevent accidental account disablements and speed up appeal processes. However, many users report ongoing problems. Some have lost access to their accounts or Facebook Pages due to automated errors, prompting legal action in some cases. A Reddit forum dedicated to lawsuits against Meta has even been created this year.

What the New Support Hub Offers

The centralized hub is designed to make account recovery simpler with:

• Clearer guidelines for troubleshooting

• Easier verification steps

• Better recognition of user devices

• Improved SMS and email alerts about risky activity

Users will also have access to security tools, such as:

• Two-factor authentication

• Passkey setup

• Security checkups

• Optional selfie video verification to prevent fraud

Meta hopes these updates will reduce errors and make support more efficient for users.

User Concerns Remain

Despite Meta’s promises, users are still frustrated. Frequent changes to privacy settings, account menus, and data management tools make it difficult to find features. Many users feel the support system still lacks consistent human oversight, leading to confusion and mistakes.