How To Article

Facebook Support: How to Contact Facebook for Help [Nov 2022]

Chris Lai
Content Writer, Respond.io
April 22, 2021

Banned from using Message Tags or billed for a rejected ad? You should contact Facebook Support for help. In this blog post, we’ll be answering questions like why you need assistance from Facebook and how to contact the Facebook Help team. Plus, you will learn the dos and don’ts when contacting Facebook Support.

Why You Need Facebook Support

If you are using Facebook Messenger for business, you will likely find yourself in a situation where Facebook Help is needed. Below is a list of situations where you might need to contact Facebook:

Here's the bad news - getting help from Facebook is not as straightforward as you think. Some Facebook Support contact options are not available to everyone, and the contact form is hidden in the Account menu.

How to Contact Facebook Support

How does one reach out to Facebook for assistance? There are a few ways to get in touch with Facebook Support:

  • The support forms in Facebook Business Help Center
  • Live chat support in Facebook Business Help Center
  • The Something Went Wrong contact form
  • Email Facebook Support
  • Message Official Facebook Pages

Sadly, the support forms and Facebook chat support are only available for certain users or ad accounts, while the live chat might only be available during business hours.

Fortunately, Facebook has a number of specialized forms for common issues or questions that can be accessed by anybody. Such forms include payments support for any issues with paying for ads, copyright report to report content that violates or infringes on your copyright, and trademark report to report alleged infringements on your trademarks.

If your issues don’t aren’t suitable for the forms mentioned above, there’s a more generic form you can use which we’ll cover next.

Something Went Wrong Contact Form

For most users, the only way to get in touch with Facebook Help Team is through the Something Went Wrong contact form. Here’s how to access the form:

1. Select Help and Support from the account dropdown menu.

This is an image showing how you can contact Facebook support. Wondering how to Contact Facebook Directly? For most users, the only way to get in touch with Facebook Help Team is through the Something Went Wrong contact form. First, Select Help and Support from the account dropdown menu.
Facebook Account Dropdown Menu

2. Select Report a Problem.

This is an image showing how you can contact Facebook support. For most users, the only way to get in touch with Facebook Help Team is through the Something Went Wrong contact form. Select Report a Problem.
Facebook Help and Support Menu

3. Click Something went wrong.

This is an image showing how you can contact Facebook support. For most users, the only way to get in touch with Facebook Help Team is through the Something Went Wrong contact form. Click Something went wrong.
Give Feedback to Facebook Menu

4. Complete & submit the contact form.

This is an image of the Something Went Wrong contact form. The last step is to Complete & submit the contact form.
How to Get Help from Facebook with a Contact Form

And you’re done. You can view Facebook’s response in the Page Support Inbox. To access your inbox, go to Page Settings > Page Support Inbox.

Email Facebook Support

If you’re not getting a response after submitting contact forms, you can try reaching out to Facebook via email. There’s no guarantee you’ll get a reply but if you want to maximize the chances of Facebook responding, it’s one more method to consider.

Here’s a list of email addresses and the issues they are meant to tackle:

  • disabled@fb.com - For recovering disabled or hacked accounts, resetting passwords and accessing locked Pages
  • appeals@fb.com - For help regarding suspended accounts or to appeal blocked or removed content
  • platformcs@support.facebook.com - For financial queries or concerns related to your accounts
  • records@facebook.com or legal@fb.com - For reaching out to the Facebook Law Enforcement Support Team
  • datarequests@fb.com - For questions and issues concerning your data
  • advertise@fb.com - For general issues about Facebook Ads
  • ip@fb.com - For matters related to intellectual property

Message Official Facebook Pages

Lastly, Facebook also has a number of official Pages that can be messaged for support purposes. Head over to the Official Facebook Page for general support and the Meta for Business Page for business-related queries.

Next, we’ll go over how you can improve your chances of receiving help from Facebook Support.

Best Practices When Contacting Facebook Support

Want to get better and faster help from Facebook? We’ve put together a list of best practices when contacting Facebook Help Center.

Check Out Facebook Business Help Center Beforehand

As we know, Facebook isn't exactly responsive to support requests. Before reaching out to them for assistance, try looking for a solution in the Facebook Business Help Center which covers a comprehensive list of support topics.

This is a picture of Facebook Business Help Center. You might ask yourself how do I Contact Facebook Support. Before reaching out to Facebook Support, try looking for a solution in Facebook Business Help Center which covers a comprehensive list of support topics.
Facebook Help Center

Unless you are dealing with a complex issue, chances are you will find a solution in the Help Center without contacting Facebook Support. However, if you need help from a real person, read on to find out how you can expedite the process.

Choose the Right Area & Topic

Choosing the right Area and Topic in the contact form helps Facebook pass your inquiry to the right department.

This is an image of the Something Went Wrong contact form. Choosing the right Area and Topic in the contact form ensures your inquiry reach the right department.
Facebook Help: Choosing the Right Area and Topic

For instance, if you are charged for an undelivered Ad, select Ad as the Area, Billing and Payments as the Topic, and Billed for a rejected ad as Topic Details.

Be Descriptive With Your Response

To help the agent understand your issue, provide as much information as possible when describing your issue or sending an appeal.

If you are banned from using Message Tags due to policy violations, respond with a detailed explanation of why the mistake occurred. For example, the new agent was not familiar with the Message Tag rules. Then justify why the ban should be lifted.

While you want to give all the details, get straight to the point and don’t ramble on. Don’t include any irrelevant information or worse, going on and on about the losses your business has suffered due to the ban. Complaining will get you nowhere!

Open Another Ticket If Yours Gets Closed

Sometimes, Facebook may close your support ticket when the issue is not fully resolved. Remember, just because Facebook closed your support request doesn't mean it’s over. You can just open a new one using the Something Went Wrong contact form.

Be Patient

Patience is a virtue, especially when it comes to Facebook Support. Even if you have given a detailed account of your problem, you may have to repeatedly explain it to different support agents who send you canned responses.

Further Reading

If you're getting started with using Facebook Business Chat we recommend you read these three articles.

Tags
Copied to Clipboard!

Ready to get started?

Thank you! You are being redirected to sign-up form.
Oops! Something went wrong, refresh your browser and try again.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Start 14 Days Free Trial