Meta has begun rolling out a new support center that brings assistance for both Facebook and Instagram under a single umbrella. The company said this change is intended to improve the experience for users, acknowledging that earlier systems were often confusing or unhelpful.
This unified hub is gradually becoming available worldwide in both iOS and Android versions of the apps. Inside the new section, people will be able to access tools for reporting problems, recovering locked accounts, and searching for answers. Meta is also testing an AI-based assistant that can guide users step-by-step through common issues. The assistant is currently being offered to Facebook users first, with plans to expand it to other Meta products later.
According to Meta, artificial intelligence has already made a measurable difference in security. The company reports that incidents of hacked accounts have fallen by more than 30% across Facebook and Instagram. AI tools are also being used to block phishing attempts, stop suspicious sign-ins, and detect compromised accounts. Meta claims the same technology has reduced the number of accounts wrongfully removed and has helped speed up responses when complaints are filed.
These claims, however, do not fully match the experience of many frustrated users. Thousands of people say they were wrongly locked out of their accounts or had their pages disabled, with no human support available to resolve the issue. Some believe automated systems are making mistakes, and many have been forced to take legal action when their accounts represented income, business pages, or access to customers. A dedicated online forum has even formed this year, populated by individuals who are in the process of suing Meta over account loss.
Meta hopes the new support hub will help smooth these problems. The redesigned experience will gather recovery tools in one place, offer clearer instructions, and provide easier identity verification. The system will also send more detailed warnings by text and email when unusual activity is detected, and it will remember recognized devices more accurately. Other recommended features, such as security checkups, two-factor authentication, and passkey options, are included to help strengthen protection. For identity confirmation, users can even choose to submit a short selfie video.
While Meta promises this update will simplify things, there is still concern that changing menus and layouts may confuse people. Over time, important settings and privacy controls have moved repeatedly within the apps, and frequent redesigns have made it difficult for users to keep track of where important options are located.
