Meta tries to fix its biggest headache: broken account support

Getting your social media account hijacked is one of the worst things a modern person can experience, but being unable to reach out for support is a nightmare on another level.

Now, to counter this, Meta is rolling out new tools that make account support on Facebook and Instagram easier to access at any time (that's what the company claims). Alongside this, the company says AI is helping reduce hacks, improve recovery, and strengthen overall account security.

Always-on support?

Meta announced a series of updates designed to streamline how users get help with their Facebook and Instagram accounts. The company acknowledged that account support has often fallen short of expectations (what an understatement!) and said it is working to create faster, more reliable pathways to assistance. The centerpiece of the update is a centralized support hub now appearing on both platforms, offering one place to report issues, look up guidance, and use AI-powered search to quickly find answers.

The rollout also includes tests of an AI assistant aimed at offering instant and personalized support. This assistant is being tested first on Facebook and may later expand to the rest of Meta's apps. Users will be able to use it for tasks ranging from recovering accounts to adjusting personal settings.

Fewer hacked accounts

Meta says that advances in AI have helped reduce the number of newly hacked accounts on Facebook and Instagram by more than 30% over the past year. According to the company, its systems operate continuously to detect abnormal behavior, block suspicious login attempts, and flag potentially compromised profiles before damage occurs.

The company has made similar upgrades to account recovery. AI-assisted processes now present clearer recovery options, deliver more helpful alerts about risky activity, and recognize trusted devices more reliably. Users may also verify their identity using an optional selfie video if needed.

Hope this works

Until these changes roll out fully and their effect is noticeable, I remain skeptical. Some months ago, I witnessed first hand how Meta's systems did literally nothing about a hijacked Instagram account.

If AI is the backbone of a broader shift toward always-on, automated support for both security and account management, so be it. Yes, features such as Security Checkup, two-factor authentication, and passkey sign-ins offer more direct ways for users to strengthen their own protections, but adequate support is much needed.