Facebook customer support works differently from a regular customer service desk. There is no public phone line for general Facebook help, so the right path starts inside Facebook, the Help Center, account recovery, or an eligible support tool.
Use the route that matches the problem: login trouble, a broken feature, a report, Marketplace order help, Meta Verified support, or business support.
1. Start in the Facebook Help Center
For general Facebook customer support, begin at the Facebook Help Center.
- 1.Go to Facebook Help Center.
- 2.Use the Search box or choose a topic category.
- 3.Log in when Facebook asks for account-specific help.
- 4.Select Chat with Meta AI support assistant if that option appears.
It covers account, privacy, safety, Marketplace, and product issues, and it gives logged-in users account-specific help. The Help Center also lists Other ways to get help. Open that area and choose Chat with Meta AI support assistant where available for real-time help with support questions and account changes.
2. Skip fake phone and email shortcuts
Do not waste time calling numbers listed in old Facebook support guides. Meta says Facebook and other Meta products do not have a general public customer-service phone number.
Generic Facebook support email addresses are not a verified current support path for regular consumers. Use the Help Center, Support Inbox, in-product reports, recovery tools, Marketplace order support, Meta Verified support, or eligible business support instead.
3. Check your Support Inbox
- What it shows: reports you submitted, alerts, and messages from Facebook.
- What you can check: eligible Community Standards reports and certain reports you can cancel.
- Mobile app: open Menu > Help & support > Support inbox.
- Desktop: select your profile picture at the top right, then choose Help & support > Support inbox.
- Direct link: go to facebook.com/support while logged in.
Open a report in the Support Inbox to see the latest status Facebook provides for that case.
4. Recover a hacked or locked account
If someone got into your account, go straight to Facebook's hacked account recovery flow.
- 1.Open facebook.com/hacked.
- 2.Use a phone, tablet, or computer you have used to log into Facebook before.
- 3.Follow the account recovery prompts.
If you cannot access the email address or mobile number on the account, use Facebook's Account Recovery flow or facebook.com/hacked. Start from a device Facebook recognizes from previous logins.
5. Report a broken Facebook feature
- When to use it: use a technical report when Facebook itself is not working, a button is broken, or a feature fails inside the app or website.
- Facebook app: go to Menu > Help & support > Report problem > Continue to report, then follow the prompts and submit the details.
- Shake report on iPhone or Android: return to the screen where the problem happened, shake your phone, tap Report a problem or Report problem, choose Include in report, Include, or Don't include, describe the issue, and submit it.
- Computer: open the account menu from your profile picture, choose Help & support > Report a Problem, then follow the prompts.
- iPad app: open Menu in the bottom right, choose Help & support > Report a problem > Continue to report, then follow the prompts and submit the details.
To control shake reporting, shake your phone to open the reporting menu, then switch Shake phone to report a problem or Shake device to report a problem on or off.
6. Report abuse spam and impersonation
Report the exact post, profile, Page, group, photo, comment, or message involved for abusive content, spam, fake profiles, and impersonation. That sends Facebook the right context.
For a profile, open the profile, choose Options, select Report profile, and follow the prompts. For a group, go to Menu > Groups, select the group, choose More options above the cover photo, select Report Group, choose a reason, and tap Done.
For Messenger, tap and hold the message, choose More > Report, select a category, and submit the report. For impersonation in Messenger, open the conversation, tap the person's name at the top, choose Report, then select Pretending to be someone.
7. Appeal an account Page or content decision
Use the appeal route that matches the decision Facebook made.
- Suspended or disabled personal account: log in to Facebook and follow the appeal instructions shown on that account. Meta gives 180 days to appeal; after that window, or after an unsuccessful appeal, the account faces permanent disablement.
- Page or group limits and takedowns: open the affected Page and select Appeal at the top if Facebook shows that button. For certain disabled Page or group cases, use Meta's disabled Page or group contact form and enter the requested details.
- Eligible content decisions: request a review through Facebook first. If the case qualifies for Oversight Board review, open Support Inbox, copy the Oversight Board Reference Number, go to Oversightboard.com, log in, enter the reference number, give consent, and add context. Meta says this is generally within 15 days of the decision for eligible cases.
8. Use paid order and business support paths
Marketplace checkout orders have a separate support route: in the Facebook app, go to Menu > Accounts Center > Meta Pay, open Orders under Transactions, select the order, then use the order confirmation or support options to contact the seller or Facebook. Meta says Facebook Support replies within 1 to 2 business days for covered order issues contacted through that path.
Meta Verified subscribers use the Facebook mobile app: open Menu > Accounts Center > Meta Verified, select the verified profile, then choose Get support or Enhanced support. Meta documents chat and email support for eligible Meta Verified subscribers, including personal, creator, and business accounts, and some eligible business subscribers can also request a call depending on platform, plan, and issue.
Ads, payment problems, shops, and managed business accounts use the Meta Business Help Center, Commerce Manager, or Direct Support only from an eligible business account. In the Meta Business Help Center, choose Get Support, scroll down, select Start chat, and follow the prompts. In Commerce Manager, select your shop, choose Help from the left menu, then pick the available email or live chat option.
Frequently Asked Questions
Can I contact Facebook without logging in?
Use Facebook's public Help Center for general information. For account-specific help, Support Inbox, reports, Meta Verified support, and most recovery steps, Facebook asks you to log in or use an account recovery flow.
Where does Facebook show replies to reports?
Open Support Inbox. On mobile, use Menu > Help & support > Support inbox. On desktop, use the profile picture menu > Help & support > Support inbox.
Does Facebook offer live chat support?
Some users see Chat with Meta AI support assistant in the Help Center. Eligible Meta Verified subscribers and eligible business or commerce accounts also get chat options through their support flows.
What should I use for a hacked Facebook account?
Go to facebook.com/hacked from a device you have used to log into Facebook before, then follow the recovery prompts.
