Meta Fixes ‘Broken’ Support: Rolling Out AI Assistants and New Recovery Hubs

Meta says it is rolling out a new Support Hub on Facebook and Instagram, unifying all assistance tools into a single entry point, in a bid to repair its noted broken support experience. The rollout includes a new AI chat feature for questions about account issues or Meta’s policies, and it is testing a more advanced AI support assistant claimed to provide real-time, personalised help with account recovery and file management.

According to Meta, the improvements have increased the hacked-account recovery success rate by more than 30% this year in the United States and Canada. The AI tools remain in early testing and may not help users who cannot log in at all, since the in-app Support Hub becomes inaccessible in such situations. For now, the most reliable path to human support appears to be subscribing to Meta’s paid verification service, though even paying customers report that the chat service can struggle with complex account issues.