How to Get in Touch With Facebook Business Chat Support – Digital Marketing Blog

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Have you ever been in a bind with your Facebook business page or ad account and needed someone from Facebook support to help you? 

Sometimes the help articles aren’t enough, and you need a real person to work with you in real-time to get a solution fast. 

But a lot of times it feels like the Facebook business chat support reps are nowhere to be found, right?!

When you’re building a following and a customer base on Facebook, you can’t afford to risk anything happening to that…

…whether it’s an access issue, ad account issue, a page issue, or something else. 

But over the years, it’s gotten increasingly harder to get in touch with a real person from Facebook. 

So in today’s post, we’re showing you how to get in touch with Facebook business chat support.

Yes, it still exists.

It’s just not as readily available to click to as it once was. We’ll also share with you 3 other ways to get Facebook help when you need it.

Let’s get started!

Takeaways

• Ask that they include your case number in the email or see if you can go ahead and get it while you’re chatting with them.
• If Facebook business chat support is unavailable, check their FAQ/support pages, their help forums, or type facebook.com/help/contact into Google.
• At the time we’re writing this, Facebook chat is not available 24/7.

The first two things you need to do are make sure you’re logged into Facebook on your web browser (not the Facebook app).

And then, make sure you have a business account.

This won’t work if you don’t have a Facebook Business Manager set up. If you don’t know how to set it up, then read our post about it next.

Step 1: Once you’re logged in, go to facebook.com/business/help/support, scroll down, and make sure you have the right ad account selected. 

Step 2: Then on the next screen, select the issue you need help with.

If you scroll down, you’ll see that you can click “Load more” a few times because they have a plethora of issues to choose from.

But if you still can’t find an issue that exactly describes the one you’re having, just pick one closely related to it…

…because we believe they try to assign you to a rep from specific departments depending on what you choose.

Step 3: On the next screen, you’ll see that they try to give you a support article to read through in case that solves your problem.

But in most cases, it doesn’t, that’s why you’re here in the first place.

So if you still need to chat with a real person to get your issue resolved, then click the blue Contact support button. 

Step 4: From there, you’ll need to fill out an email and phone number that they can contact you with.

This is just in case they need to continue the conversation off of chat or in case you get disconnected. 

Step 5: Then, use the textbox to describe exactly what’s going on. 

Give any details about your situation that you want them to know.

Use the Select file button to upload any screenshots or photos of the issue that can help explain your problem.

After that, it will tell you what the average wait time is to speak with somebody as a heads up, and you can click the blue Start chat button.

This will open up your Facebook messenger so that you can live chat with a Facebook business chat support representative to take care of your issue. 

Now, if you’re using Facebook for business but you’ve never spoken with Facebook support before, we have a few tips and things to keep in mind.

But first, here’s a friendly reminder to check out our new social media ads training course if you want to take your social advertising skills to the next level.

1. Ask to get your case number

Depending on whether they’re able to resolve your issue via chat or not, they may send you a follow-up email. 

Ask that they include your case number in the email or see if you can go ahead and get it while you’re chatting with them.

This is so that if you end up speaking with a different person, later on, you can give them that case ID number to refer to. 

Because in our experience, if you end up having to go back to Facebook support chat…

…the new representative won’t be able to see your previous conversations. 

Or at least that’s what they’ve told us in the past, and you’ll end up having to describe your whole situation all over again.

That is unless you can give them a support case number to lookup.

2. Remember that they are not necessarily Facebook experts

We believe a lot of Facebook business chat support people are outsourced, not working directly for Facebook.

And just being transparent with our experiences as digital marketers who have had to reach out to Facebook support many times on behalf of our clients…

…we have found ourselves guiding the support rep giving them instructions on what we need them to do on their end.

That’s in order for the problem to be fixed instead of the other way around.

3. Be patient

So we would say patience is also something to have on hand when using the live chat tool.

And the last thing to note is that as far as we know at the time we’re writing this, Facebook chat is not available 24/7.

But what to do in the event that you need immediate help and Facebook business chat support is not available?

Not to sound like an unhelpful Facebook prompt…

…but just triple-check first to see if any of the FAQ or support pages out there can be of any use to you. 

You can also check Facebook help forums at facebook.com/help/community…

…to see if anybody else is having the same issue and if there are any answers for it.

If you want to submit your own question, you’ll again need to make sure you’re logged in first.

But if you have a complicated issue or one that is centered around a technical error meaning you’re doing everything right…

…but something within Facebook just isn’t working, you’re not usually going to find a resolution to that here. 

If live chat isn’t available at the moment, it’s worth looking into.

And then the last option is to type facebook.com/help/contact into Google…

…then add a space and add different keywords depending on what you need help with. 

So for example let’s type in “business page”, the results show a lot of direct links to forms that you can fill out and submit that are specific to different problems.

For instance, if you need to report an imposter account, if you were blocked or locked out of your account, if somebody else is using your email, and so on. 

Just try different keywords like “ad account” or whatever it is that’s central to your issue and see if you can find the right support form to fill out.

That’s because this is likely what a support rep would send you to fill out as a first step anyway.

We know that when you own a small business and you’re doing everything you can to execute an effective Facebook marketing strategy…

…it can be frustrating to run into unsolvable issues and even more frustrating when you can’t get in contact with the right people to help. 

So we hope this post helps give you some resources that you can rely on. 

But let us know, do you still have questions? Is there a method you tried that worked that we didn’t mention?

If so, comment below so we can chat with you about it in the comments! 

We take care of our small biz community here and want to make sure we help you in any way we can.

In fact, our Facebook marketing company offers various affordable solutions to small businesses to help maximize their FB marketing efforts.

Contact us today to schedule a free meeting.