Meta Platforms is combining Facebook and Instagram support into a single hub and using AI to improve outcomes for customers seeking help. “In the past year, new account hacks decreased by more than 30 percent globally on Facebook and Instagram and recovering an account is now faster and simpler with the help of AI,” Meta said announcing the change. Users can now report account issues, find answers by querying Meta AI-powered search, and more. The update is coming to iOS and Android for both platforms. Meta is also testing an AI support assistant for Facebook that offers “instant, personalized help.”

In addition to preventing hacks and assisting with account recovery, “AI is also used to help identify and stop other threats, like phishing, suspicious logins, compromised accounts, and more,” TechCrunch writes.

“Over the last year, our advancements in AI have also helped us increasingly avoid disabling accounts by mistake better than ever before,” Meta explains in a newsroom post. “And if an error does happen, our appeals process is now faster and easier, with fewer steps and AI assistance for eligible cases that helps you get a decision sooner.”

Thousands of Meta app users “complain that they’ve lost access to their accounts or Facebook Pages due to mistakes made by Meta’s systems” and “some even suspect that AI is to blame, as the mistakes and support requests don’t seem to involve any human oversight,” notes TechCrunch.

Engadget reports “the company’s automated processes are so broken that some people have found that suing Meta in small claims court can be a more reliable way of getting help from the company.”

TechCrunch also mentions that user-initiated litigation, “particularly when losing their accounts has real-world impacts on their businesses or livelihoods.”

Meta appears to be proactively attempting to improve the user experience. CNET says the company has taken steps to display “account recovery options ‘at the right times,’” and “will send alerts about risky activity via email and SMS.” Additionally, “account recovery will be adaptable, with more explicit guidance and simpler verification, depending on the situation.”

A redesigned Security Checkup on Facebook can help spot and fix potential security risks. The feature is also available on Instagram. “We’re committed to keeping your accounts safe and making support simple so you can focus on what matters most: connecting with your communities,” Meta says, promising more security improvements coming in 2026.