Meta is introducing a central hub for account support on Facebook and Instagram that is designed to make help faster and easier to find in the event of being hacked or locked out, or when needing guidance on settings and safety.
The hub will bring together reporting tools, recovery options, and AI-powered answers in one place on iOS and Android devices. On Facebook, Meta is also testing out an AI support assistant on Facebook intended to deliver instant and personalized help, and they plan to expand this service to other apps as well over time.
Within this new hub, users can report account issues, use AI-powered searches, and access recovery tools without the need to comb through numerous resources. The preview of the AI support assistant on Facebook is intended to guide users through account recovery, profile management and settings updates. Users on other platforms can expect this feature to arrive on Instagram and other apps soon as well.
The goal of the new feature is to prioritize accessible support that is always available. Meta acknowledges that their support on these matters has not always met expectations, and with this latest announcement they express their commitment to investing in an improvement on these kinds of user services.
Thanks to the assistance of AI, Meta highlights security improvements that have taken place across their platforms over the past year. These improvements include a more than 30% decrease of new account hacks on Facebook and Instagram as well as a more than 30% increase in hacked account recovery.
New AI systems have supported these trends by blocking suspicious logins, flagging compromised accounts, and distinguishing legitimate users from hackers in real time.
If a user loses access to their account, they will now see recovery options at the right time while also receiving improved email and SMS alerts about risky activity. There is new and enhanced recognition of trusted devices and familiar locations, and a selfie video is now optional to verify users’ identity when needed. Other built-in safeguards include Security Checkup, two-factor authentication, and passkeys on Facebook and Messenger.
