Meta has announced new measures to improve account support and security for users of Facebook and Instagram. The company is introducing a centralized support hub on both platforms, available globally on iOS and Android devices. This hub brings together various support tools, including the ability to report account issues and access answers through Meta's AI-powered search.
Meta is also testing an AI support assistant designed to provide instant, personalized help with tasks such as account recovery, updating settings, or managing profiles. The technology is currently being tested on Facebook worldwide, with plans to expand it to other apps in the future.
The company reports that its enhanced AI-powered security systems have led to a reduction in new account hacks by more than 30% globally over the past year. These systems operate continuously to detect and block threats like hacking and phishing by analyzing signals in real time. They can also prevent suspicious logins and flag compromised accounts before any harm occurs.
Meta states: "Our AI-powered security systems are getting better at protecting your account thanks to smarter AI and stronger security tools." The company adds that improvements in its content enforcement systems have made them more accurate, reducing the likelihood of accounts being mistakenly disabled. "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," according to Meta.
Account recovery processes have also been updated using AI for both Facebook and Instagram. Users will see more relevant recovery options at appropriate times, receive improved alerts about risky activity via SMS or email, and benefit from adaptive recovery flows tailored to individual situations. Additional verification methods now include optional selfie videos.
These changes have reportedly increased the success rate of hacked account recoveries by over 30% in the United States and Canada this year.
To further assist users in maintaining secure accounts, Meta highlights features such as Security Checkup—recently redesigned for both platforms—two-factor authentication (2FA), and passkeys for login using biometric data or device PINs.
"We’re committed to keeping your accounts safe and making support simple so you can focus on what matters most: connecting with your communities," said Meta.