[ANSWERED] How Do I Contact Facebook Support When I Need Help?

Another great question that I received based on another post about contacting Instagram support. Hopefully, my experience trying to get assistance from Facebook support will help others in need.

Hey Sean,

I saw your article about contacting Instagram, but I actually need to contact Facebook to get my password reset. Any ideas on good ways to actually get someone at Facebook to help?

Thanks!
Davis

Just as with most of the big social networks, it’s pretty tough to get someone at Facebook to help you resolve an issue. Whether you are like Davis and have been locked out of your account or you have another reason for needing assistance, it can be rough going.

Whether it was for myself or helping on behalf of one of my clients, I have had several reasons for contacting Facebook in the past. These include situations like:

  • I was locked out of a client’s Facebook page.
  • I had a client who forgot the password for their personal Facebook account and no longer had access to the email address associated with their account.
  • I had Facebook ads that were rejected and some that were discontinued after they had already been approved
  • One of my clients was being harassed on their Facebook page and needed assistance
  • Another client had their Facebook account hacked, which gave the hacker full access to their company Facebook page
  • I actually had a situation where a scammer was replicating my Facebook posts and pretending they were me.
  • A friend of mine had a relative die and needed help getting access to the deceased’s Facebook account.

As you can imagine, these issues required a bit more assistance than the Facebook forums offered. In each of these situations, though, I was able to determine a way to get someone at Facebook to respond and get the issue resolved.

Unfortunately, Facebook has a notoriously detached customer service system and there isn’t one “right” or “best” way to get a response. This means you might have to try multiple different was to get in touch with them.

To help, here are seven different ways that I have used to get in contact with Facebook. Hopefully, you won’ t have to try all seven.

Contact Option #1 – Use The Facebook Help Features

The first step to take is the most logical. Facebook has built out a pretty robust help system, so try using it and see if some of their automated tools can help you out. Believe it or not, using Facebook’s Help Center to send your messages to the company can be a reliable way to connect with Facebook for some of the easier-to-resolve issues.

In many cases, Facebook has built communication bots to reply to the most common issues and respond with the steps to fix the problem. Facebook’s help center can help you address issues concerning:

  • Account access
  • Issues with Facebook ads
  • Concerns regarding Copyright and Trademark infringement on Facebook
  • General feedback about the Facebook platform
  • Privacy concerns and issues relating to the violation or infringement of personal rights
  • Email issues
  • Login issues or problems
  • Issues relating to names and/or usernames
  • Questions or concerns about photos and videos
  • Situations where death and/or disability might be causing issues

To use the help center, simply log into the desktop version of Facebook and navigate to the Facebook Help Center webpage. To do this, click the big question mark icon in the upper-right corner and click the link that says “Help Center”.

Access the Facebook Help Center from the desktop view of FacebookThe “Help Center” link will get you to the Facebook Help Center.

Once you have access to the Help Center, simply review the options toolbar to determine which category your issue falls into.

Facebook help center can assist with a broad range of user issuesFacebook help center can assist with a broad range of user issues

The toolbar is located at the top of the screen just beneath the search bar. You will have to drag the mouse cursor over every option to view their subsections.

You can also check out the “Popular Topics” or “Questions You May Have” sections on the webpage. These two sections cover a good number of complaints and issues.

The Facebook Help Center website has both these sections on its main page. You can then select the relevant section.

For instance, if your Facebook account has been hacked, go to the “Privacy and Safety” sections and click on “Hacked and Fake Accounts”. You will see a number of suggestions pop up in the drop-down menu beneath the search bar, just choose the one that fits best.

Quick Tip: You can expedite this process by clicking on the search bar on top of the Help Center page and typing  in a few words related to your query. The Help Center will then try to get you to the correct help section as quickly as possible.

Facebook has more than 100 contact forms for just about any problems you may run into while using the platform. You can also try sending your message via the “General Feedback” link. However, Facebook does make it clear that you may not ever get a reply.

The company states that they cannot review and respond to every Feedback submission adding that they use the feedback to improve the Facebook experience for all users. This avenue can be very frustrating, but it won’t hurt to give it a try.

Contact Option #2 – Use Facebook Live Chat

Facebook offers live chat as a means of getting help through their agents. Unfortunately, Facebook Live Chat is only available for business accounts. They do not help with standard user accounts, which leaves the vast majority of their user population without a chat option.

If you do have a business, the live chat starting point is https://www.facebook.com/business/help/support.

Facebook chat is a support option for business usersFacebook chat support offers assistance to business users.

Millions of customers use it to forward their queries to the company. The department that operates the chat windows handles issues including:

  • Recovering hacked Facebook business accounts
  • Recovering disabled Facebook accounts
  • Resetting passwords
  • Assisting when a business user can’t receive code to reset requests
  • Problem with a Facebook business page

Be aware that Facebook live chat is not always available 24/7. If you don’t see the indicator as to the duration of the wait, then Facebook chat might not be available.

The department (located in the call centers in Greensboro, NC, and Belize) is open from 9 am to 5 pm from Monday through to Friday. The average wait time of Facebook Live Chat is about 3 minutes.

Contact Option #3 – Try The Facebook Forums

For those who don’t operate a business account, another way of getting help with Facebook queries is to connect with other users in the Facebook Community Forum.

To access the forums, log into Facebook and, from any page, click the question mark located at the top right corner of the web page. A drop-down menu will pop up, and at the top, you will see the “Help Center”. You can also just use this direct link to the Facebook Help Center.

Click and then scroll all the way down the page. Near the bottom of the page and to the left, click on “Visit Help Community”. This link will take you directly to the forums. If you want to bookmark a directly link to the forums, the URL is https://www.facebook.com/help/community/ .

In the Facebook help forums, you can browse queries by category/topic or utilize the search box on top of the web page. At the top right of any forum page, you will see a gray tab with the words “Ask a Question”. Click on the link and select the appropriate top or sub-topic on the next page.

Facebook forum allows you to ask questions and get support from other usersThe Facebook forum allows you to ask questions of other Facebook users.

Type in the question you need help with and be patient as you might have to wait a while for others to respond.

To monitor your question, you can review your “Support Inbox” by clicking on the question mark icon in the upper-right of any page and choosing “Support Inbox”.

The Facebook support inbox allows you to monitor and respond to any messages from Facebook supportThe Facebook support inbox allows you to monitor and respond to any messages from Facebook support.

Here you can see if an actual Facebook staff member or useful member of the Facebook community replied to the problem.

Contact Option #4 – Use The Facebook Support Email Addresses

Another more reliable and convenient way of contacting Facebook is through a number of email addresses. The customer service agents usually reply on a first-come, first-serve basis. The departments are open 24/7.

However, if you send an email late in the night, don’t expect to get a reply until the following day. In fact, the customer service agents often take 24 hours or more to reply with the most likely time of response being around 3 pm.

The email addresses you can use to contact Facebook via email include:

[email protected] – You can use this email address to inquire about recovering disabled accounts, recover hacked accounts, resetting a password, receiving code to reset, and problems with the page.

[email protected] – Use this for inquires about appeals if your content has been blocked or if your account has been suspended.

[email protected] – This is a very basis support email and you should be very, very detailed about your issue if you use this general email address.

[email protected] – This email address is specifically for financial issues that are related to your Facebook activities.

[email protected] – This email is monitored pretty closely, but don’t try to use it for situations other than reporting abuse.

Note that to increase your chances of getting a non-generic reply or getting a reply faster, ensure that your email is brief, concise, and straight to the point. Be descriptive and keep to the primary concern talking points.

Contact Option #5 – Contact A Facebook Ad Representative

In order for you to reach the Facebook Ads Support, you must have an active Ad account. The account also needs to have an Ad spend billed to the account.

If you have one, log into your account and navigate to the Ads Help Center. You can use this link – https://www.facebook.com/business/help. Scroll down and click on the “Still Need Help” section. Go to where it says “Contact Our Support Team”.

From there, you can click on the Chat button.

There are a number of questions that you can ask Facebook Ads support. The categories are broken down as follows:

  • Policy and Account Security
  • Billing and Payments
  • Business pages
  • Ad management tools
  • Ads
  • Measure and Improve Results

Even if your query does not fall into the above categories, you can choose the closes one, and the Facebook Ads support representatives will steer you in the proper direction (generally). This method is among the most reliable since Facebook knows you are a paying user.

You get access to features and tools you couldn’t before once you advertise with Facebook. Therefore, if you have a question regarding something that you deem essential, spending those extra dollars on an Ad can be your way through to Facebook support.

Note: Your Facebook ad spend doesn’t have to be a lot to get access to these tools. Once you run an ad, even with a total budget of $10, you are now a paid Facebook advertiser and have access to tools.

Contact Option #6 – Using LinkedIn To Find Facebook Staffers In Your Network

If you really need to contact Facebook, think outside the box.

You can use other social networking platforms to try to contact Facebook. One of the best platforms that can help with this is LinkedIn. You simply have to find someone in your network who works at or was a previous Facebook employee. Who knows, maybe they can help or at least point you in the right direction.

To find someone in your LinkedIn network who works at Facebook, follow these steps:

  1. Log into your LinkedIn account and search for Facebook on the search bar at the top of the page. It will display the corporate LinkedIn for Facebook.
  2. Near the top, you will see the option to view the more than 60,000 employees who work at Facebook. Click this link to get to a page displaying all users who have listed Facebook as current or past working experience in their profiles.
  3. You can narrow your search results through the “filter connections” tab on the filter bar. Choose the option to only display the first and second level connections.

Need help with Facebook? Try finding contacts on LinkedInNeed help with Facebook? Try finding contacts you are connected with on LinkedIn

Once the filter is in place, you will see the users in your network who are first and second level connections. Contact these people to determine if they can be of help.

NOTE: Don’t pester your contacts who work at Facebook with small issues like password resets or questions like how to show the Most Recent view of your Facebook feed instead of the Top Stories view. Save these types of contact for those issues where your business is locked out of their account or other critical issues

Contact Option #7 – Contacting Facebook Via Twitter

I know…it sounds kinda crazy to try to contact @Facebook via Twitter, but sometimes asking a question in a wide-open forum like Twitter can get a lot of attention.

If you aren’t getting the answers you need using the standard Facebook help channels, try screaming it to the world on Facebook.  Either post your issue in a tweet and mention Facebook or try following them You may send a direct message to Facebook via Twitter.

Try tweeting Facebook if you need helpIf you can’t get help from the traditional Facebook channels, try tweeting them to get some traction.

Who knows, if your post happens to get sufficient attention, Facebook might pay attention to it.

Pro Tip – If you are experiencing an issue on Facebook, try doing some searches on Twitter to see if others are experiencing the issue. If there are others and some of them are famous, craft a tweet that mentions the problem and mention Facebook and the celebrities who are also experiencing the issue. By doing that, you potentially leverage their social following if they retweet your post.

Contact Option #8 – Ask The Official Facebook Pages

Facebook has a number of official pages. Some of these pages not only post regular updates but also reply to comment from the Facebook community.

You can have some luck here. Ensure that you stay connected with the Facebook pages below and jump into the conversations whenever there is a post related to a topic you have questions about:

  • Facebook – General Facebook page, not much support offered here.
  • Facebook for Business – Offers information concerning business goals
  • Facebook and Privacy – Explores how media companies are using the social media platform
  • Facebook Media – Highlights the content strategists, designers and researchers that shape the Facebook experience
  • Facebook Design – Focuses on building and growing apps with Facebook
  • Facebook Engineers – Highlights the developers and site engineers

Contact Option #9 – Send Them A Letter Via Snail Mail

If you just can’t seem to get any traction and you are totally stuck….the last ditch effort might be to send Facebook a letter explaining your situation and seeking assistance. Here is the main address that you can try to reach Facebook via snail mail.

Facebook, Inc
1601 S. California Ave
Palo Alto, CA 94304

In Summary…

Reaching out to Facebook directly for assistance can be difficult. When you have a problem concerning your Facebook account, I would suggest taking several different avenues to get a solution. I have listed out nine different options, but don’t limit yourself to one. Try as many different approaches as it takes to get your problem solved.

If you submit the right contact form on Facebook, ask the Facebook Help Center community, start a relevant discussion on an official Facebook page post, and ask other Facebook users on various platforms, you are likely to get the support that you require. A good practice is to leverage the resources outside Facebook.

If you have a better way of getting in contact with Facebook support, I’d be really interested to hear it in the comments or via my contact form.

Also, let me know if you have had a nightmare experience with Facebook support. Maybe we can help each other solve some challenges getting in contact with the fine folks at Facebook.

Cheers!

–Sean


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