Meta has introduced a new unified support hub for Facebook and Instagram worldwide, by consolidating help and account recovery options in one place on both iOS and Android apps.
Inside the new hub, users will be able to report account problems, attempt to recover lost access and seek answers to common issues through an AI-powered search and support assistant. Meta said the previous support mechanisms “did not always meet expectations” and the new system is designed to give clearer guidance and a smoother experience.
One of the major changes is the introduction of an AI assistant to aid with tasks like account recovery, profile management, and adjusting settings. Initially the assistant will be available to Facebook users, with plans to roll it out across other Meta apps in the future.
Meta claims that the new support system has already helped reduce account hacks by more than 30 percent globally across Facebook and Instagram. The redesign also promises better protection tools such as improved device recognition, risk alerts via SMS and email, optional selfie video verification for account recovery and easy access to security features like two-factor authentication or passkeys.
The new hub is part of wider changes at Meta as the company continues to integrate AI more deeply into its platforms. Earlier in 2025 Meta introduced its standalone AI assistant app, offering users personalized responses and extending AI across its ecosystem.
The shift may also address long-standing complaints over slow or unhelpful response from support services, especially for users whose accounts have been disabled or locked incorrectly. The streamlined hub and automated assistant may improve response times and transparency.
As the new hub rolls out globally, users are encouraged to check the “Help and support” section in their Facebook or Instagram app menus to locate the unified support centre. Meta will gradually make the AI assistant and other support features available to all users over time.
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