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13 Ways to Contact Facebook Support | Kontentino

“How to call Facebook”?

Facebook does not have a public phone number that allows one to call and speak directly with consultants.

If you were just googling that question, though, you’re probably in need of urgent support from Facebook with regards to your company profiles.

Well, you’re not alone. 

In the era of online support, we are accustomed to being able to get in touch with businesses with ease. Online chats, email, and helplines are now the most effective and immediate ways to reach the companies whose services we rely on every day. 

In the case of the blue giant, however, the situation is slightly different. 

The process of contacting Facebook may seem challenging, but it isn’t impossible.

Let’s take a look at the best way to contact Facebook support.

Before you get in touch with Facebook support

You will usually be asked one thing if you’re an advertiser, which is the ID of your advertising account. It could also be the catalog ID and/or a particular ad ID, if applicable.

At some point, Facebook may get buggy and many functions will not work correctly. You should wait a few hours and only contact support if the situation does not return to normal after that period. Meanwhile, you can try to find social media groups – they frequently have many questions about bugs, so you can make sure the problem isn’t yours alone. Also check for possible failures on sites like DownDetector.

If possible:

  • use the English interface of Facebook
  • write in English
  • add screenshots and videos to each report you send to Facebook
  • have all the data and evidence handy and documented

Additionally, remember that Facebook support cannot assist you if you violate Facebook’s terms and conditions. Support agents aren’t the ones who established them, so they’re held to the same standards as anyone else.

Photo by Adam Solomon on Unsplash

Looking for more resources on Facebook management? Check out our guide for Facebook ads targeting!

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How long does it take to receive an answer from Facebook support?

Several factors can affect how quickly Facebook responds. On working days, the response time is generally twenty-four hours (Facebook notes that enquiries submitted overnight may take a little longer to respond). It is not always possible to accomplish this, and the reason is mainly two-fold: multiple enquiries of the same type and topicality of the issue (how complicated it is).

#1 Get answers from Facebook Help Center

In many, many cases, help centers are… helpless. Despite their name, they are often outdated or provide little value. Fortunately, this is not true of the Facebook Help Center, which is regularly updated with knowledge.   

Facebook Help Center is an extensive and regularly updated resource on the use of the platform, managing Facebook accounts, general rules of using Facebook, as well as  privacy and security.

Use the help panel if you have any questions, as it is a true treasury of basic and advanced information about how to use the platform. You can access it for free, 24/7, even if you are not logged in to  Facebook. You can still use this support channel even if, for example, your account has been hacked or blocked.

As well as many pages explaining how the platform works, the Help Center includes an FAQ section.

Facebook users often face a wide variety of problems, so the most commonly asked questions are ready-made solutions. Upon clicking on a topic of interest, you will be redirected to the solution page. At this point, you may already be able to find the answer you want.

It is very easy to navigate through the Help Center. The site contains a lot of useful resources, solutions to specific issues, and answers to common questions.

Prior to reaching out to other support channels, you should use the Help Center as your first step. However, regardless of how extensive the Help Center is, it may not contain the answer to your question. Below are some other suggestions you might find useful in such a situation. 

Only logged in users can use this option to contact Facebook. Should you lose access to your account on this site, you must proceed to other methods of contacting Facebook.

Using the “Report a problem” option is worthwhile if your issue is purely technical. It can be found by selecting the Help and Support button in the upper right corner. You can only access this option after you have logged in, which was not the case with the previous option.

Facebook allows users to report broken pages, payment problems, and content that is offensive or in violation of its rules using this method.

It is important to remember that Facebook does not have access to all of your data, so be sure to describe your problem clearly when reporting it.

Ideally, you should also include screenshots. You will receive a response from a Facebook administrator who will analyze the report. The status of your ticket can be viewed in your account. You can appeal a decision if your request is rejected.

You can reach out to a Facebook consultant directly if you run a Business account. Be aware, however, that you must be the administrator of an active business account.

Advertisers can access Facebook’s special help here. Facebook advertising accounts are completely free to create. You won’t have to spend a lot to use one – you just need to create an ad account and promote a post for the minimum daily cost.

It is worthwhile to create an advertising account on every Facebook account – simply to be able to use advertising contact forms. For logged-in users, the form requires (before sending) that you specify the advertising account associated with the profile to which the message will be sent.

You will be reporting issues that prevent you from buying ads using this form. You can expect a quick response if you report your problem using this method. Managing name changes, advertising issues, unpublishing of content on your Facebook page, or a specific link ban are just some of the difficulties that may occur. You can also write on someone else’s behalf (e.g. about the blocking of another FB account for which you need to buy ads), but this will only exacerbate an unpleasant situation – and it’s hard to predict the results of such an indirect intervention..

Creating an account with a Business Manager is one more way to ensure you get a response. Facebook treats such accounts differently and more seriously.

Please note that not all accounts are equipped with this feature. There are no specific requirements for running a Facebook Business Support chat. Depending on the number of available agents, the option is allocated to accounts gradually.

Due to resource constraints, chat support was canceled and/or severely restricted during the pandemic. Our decision to describe this method was based on the fact that in most cases, it has the shortest response time.

Chats with consultants can only be arranged by customers who are running active campaigns on Facebook. Non-advertisers must fill out a contact form instead.

You can access the chat in only two ways: 

  • via the official help page https://business.facebook.com/business/help/
  • by clicking on the link below the chat button https://business.facebook.com/fmp/partner-toolkit/support/operational 

Conversations will appear in Messenger, and the chat is available every day between 8:00 and 22:00.

Photo by Austin Distel on Unsplash

#5 Use direct email addresses

Additionally, there are a few email addresses you can use to contact Facebook support. The majority of the time, you’ll receive an immediate reply from an autoresponder, but you may also receive a real response from a Facebook consultant as a follow up.  

Here are the ones most likely to work – keep in mind, though, that they may be deactivated over time and new ones could appear instead.

#6 Browse questions

The Facebook community forum is another way for users without business accounts to get help with questions about Facebook. 

Signing in with your Facebook account will redirect you to the forum. Browse by category or topic to find queries. There are already countless answers in the forum since it is a few years old! Click the gray button in the upper right corner of each forum page to ask a question, then select its topic and subtopic. Publish a question and wait for answers from other Facebook users. You might be surprised at how quickly answers can come in!

#7 Use official Facebook sites

It’s not surprising that Facebook wants to shorten the route for users to get help without involving their support. Another helpful resource they provide is a set of special thematic pages. Some of them just share helpful knowledge or updates, but others allow for discussion. 

  • Facebook for Business, https://www.facebook.com/facebookbusiness – with news and updates about business changes to Facebook.
  • Facebook Media, https://www.facebook.com/fbmedia – to understand how the media use, or can use, Facebook.
  • Facebook Privacy, https://www.facebook.com/fbprivacy – all info concerning privacy issues.
  • Facebook for Developers, https://www.facebook.com/FacebookforDevelopers – about the technical side of Facebook and their business tools leveraging AI or ML
  • Facebook Engineering, https://www.facebook.com/Engineering – even more advanced Facebook solutions.
  • Facebook Design – https://www.facebook.com/design – focusing on building a community around product designers and content designers

#8 Dig more and deeper

Sometimes, it seems almost impossible to find a way to contact Facebook, especially if your case is rather complicated. Facebook legal and technical pages are rather well-built and advanced, so it usually just takes a lot of digging to find a solution to your case.

For example, if you want to report the infringement of your rights or problems concerning your trademark, it would be better, quicker, and more reasonable to use the dedicated options for reporting these kinds of issues. 

Normal reports may be ignored or overlooked, but infringements reported this way or trademark issues reported via this page are what can bring you quick responses. You have to fill in more information to complete them, but they are taken more seriously by Facebook. 

(editor’s note: from my experience, infringement reports only worked for us when we had such a problem, normal reports were automatically classified as “not obeying community standards”.)

So, it’s often worth digging into more advanced rules. 

#9 Message consultants/schedule a call

If you run some social media campaigns, it’s likely that you were approached by some so-called Facebook Marketing Consultants via e-mails. They often offer, free of charge, their expertise and advice for your marketing campaigns run on Facebook. And it’s likely you haven’t accepted that offer, or you haven’t even seen it – but now, when you’re looking for Facebook support, it may be really valuable to look for such an email in your inbox.

It often contains a direct email from a particular employee of Facebook, so you may try your luck at replying to them directly, explaining your issue and asking for help.

Ultimately, you can schedule a call with a Facebook marketing expert using this link. Such a short consultancy may answer your questions and you’ll be able, for free, to clarify your needs and doubts without contacting Facebook support.  

(editor’s note – Facebook seems to care more about localization of their services, so it’s likely you’ll be contacted by someone from your area. This can be great for those who do not feel comfortable with using English in their communication.)

It may seem intrusive this way, but as they say, it doesn’t matter how something works as long as it works. You may want to look for some Facebook employees – maybe even potentially those who contacted you as Facebook Marketing Experts – on LinkedIn or Twitter. While sending them various tweets and messages may simply be pushy and won’t help you achieve your goal, you may want to get involved in discussions with them or answer their tweets. Even though this won’t guarantee you success, it might help you get your message across. 

#11 Live chat support test

Live chat support has been missing from Facebook for many years, but now the company is testing it. US-based creators can contact Facebook (Meta) about any issues they are experiencing with either Facebook or Instagram. It could be anything from a question about a new feature to concerns about the status of a payout.

Facebook is also planning to provide live chat support for general users worldwide, starting with those whose accounts were suspended due to a violation of Community Standards or unusual activity.

As of yet, it is unclear if or when this opportunity will be available to all Facebook users.

#12 Investigate older requests

If none of these options work, check that you haven’t already contacted Facebook before, and use that contact if so. How? By using and tweaking method #2 above.

The Support Inbox offers an overview of all reports and requests you have made on Facebook. Mine looks as follows:

They are all relatively old as you can see, but that’s not a big deal. The best choice is to pick the one about rejecting your ads. Then select “Options” and you’ll see the “Appeal” command.

Clicking on it enables you to craft a message to Facebook. Since it concerns a particular issue and is not a random, casual request, it might be seen and answered in a more personalized way even if it addresses a completely different problem now.

Again, there is no confirmation that Facebook will reply and even if they do, the answer may not be satisfactory. However, if you never try then you’ll never know.

#13 Bonus – for desperates

Online methods didn’t work and your problem is still unresolved? Well, you may want to switch to… an offline form of communication. 

Sending an appeal describing your problem via traditional mail may be an effective, yet a rather lengthy, way to communicate with Facebook. It’s headquarters should of course receive such a letter in English. 

And here’s the address you can use: 

Facebook Headquarters

1 Hacker Way

Menlo Park, CA 94025

The United States of America

Find the right way to solve your problems with Facebook

For starters, contacting Facebook customer service is not the easiest thing in the world. The likelihood is that you will receive an automatic response several times, none at all, or even conflicting messages. Hopefully, with our ways to contact Facebook support, you’ll find the right one to solve all of your Facebook problems. Good luck!

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