How To Article

How To Contact Facebook Support (Apr 2021)

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 Facebook Support and how to contact the Facebook Support 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 you might need to contact Facebook Support:

  • You have been banned from using Message Tag
  • Your Facebook Ads have been rejected or not delivered properly
  • Your Facebook Page has been disabled without warning
  • Your Facebook Business verification has failed
  • You experience technical issues on 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.

Facebook Support: How to Contact Facebook

So how can you contact Facebook? There are 3 ways to contact Facebook Support:

  • The generic Contact Support form in Facebook Business Help Center
  • Live chat support in Facebook Business Help Center
  • The Something Went Wrong contact form

Sadly, the Contact Support form and Facebook chat support are not available to all accounts. To access those, you need to log in with an ad account with recent ad spend. Moreover, the chat options may only appear during Facebook’s business hours.

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.

Best Practices When Contacting Facebook Support

Want to get better and faster Facebook Support? 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 Facebook Support, try looking for a solution in 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.

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