Meta is launching a new, centralized support center for Facebook and Instagram users announced on Thursday, adding that previous support options “have not always met 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-powered search and AI assistant.
This feature is now available to users worldwide on Facebook and Instagram, both on iOS and Android apps.
The new AI assistant being tested is expected to provide more personalized assistance on issues such as account recovery, profile management and updating 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 says its use of artificial intelligence systems helps protect user accounts, noting that hacks of Facebook and Instagram accounts have dropped by more than 30% globally. AI also helps identify and stop other threats such as phishing, suspicious logins, compromised accounts, and more.
Additionally, Meta claims that AI has helped it avoid mistakenly disabling accounts more than ever before and has speeded up the appeals process when errors occur.
However, this claim does not match the experiences of thousands of Meta users who complain that they have lost access to their Facebook accounts or pages due to errors made in Meta's systems. Some even suspect that artificial intelligence is to blame, since errors and requests for support do not seem to require any human supervision. Some of these users threaten or take legal action, especially when the loss of their accounts has a real impact on their businesses or livelihoods.
The situation is already 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 center could address these kinds of issues, saying it will centralize account recovery options and offer streamlined account recovery with clearer guidelines and simpler verification. Additionally, the system sends improved SMS and email notifications about risky activities and recognizes users' devices better than before, Meta promises. It will also give users access to other tools to help secure their accounts, such as checking security, setting up two-factor authentication, or adding a key.
Account recovery methods now also offer the option to use them optional selfie video to verify your identity.
While Meta says the new hub will make life easier for users, just navigating through where to find settings and help can be confusing. Over the years, Meta has regularly moved key areas such as account settings, data management tools, and privacy features, ostensibly to make users' lives easier. However, constant change also means that users don't remember where to find things in the app, as they are often not where they were previously found, and various menus and navigation have changed.
