How To Contact Facebook Ads Support And Get Help Via Live Chat 💡 Updated for 2020!

November 27, 2019
Posted in Paid Social
November 27, 2019 Chris Root

How To Contact Facebook Ads Support And Get Help Via Live Chat 💡 Updated for 2020!

Updated: June 2020

Do you have an active Facebook ads account and need support related to ads or your Facebook page? If so, you’re in the right place!

Facebook Advertising is becoming more and more complex as a constant stream of new ad features comes down the pipe. Whether it’s A/B Split Testing, Dynamic Ads, or LTV Custom Audiences, the amount of knowledge needed to run a successful Facebook Ads campaign (and stay ahead of your competition) seems to grow by the day.

Now more than ever it is crucial for marketers to be able to contact Facebook’s support team when they need a little help.

Whether it’s a problem with ad delivery, billing updates, pixel issues, or countless other day-to-day items, Facebook’s support channels can help you resolve issues quickly and efficiently, saving you time, resources and more than a few headaches.

Though it seems like getting support should be easy, it’s a question we get all the time: “How do I get in touch with Facebook?” Many marketers we talk to are surprised that there is a way to ‘talk’ to Facebook at all.

So we put together this step-by-step guide detailing how to contact Facebook support. Bookmark it and keep it handy because there will come a day that you need it – and fast.

First things first:

In order to contact Facebook Ads Support, you need to have an active ad account that has had ad spend billed to the account.

If you don’t have an active ad account, start here:

  1. Log in to Facebook using your personal login
  2. Go to https://business.facebook.com/
  3. Click Create Account.
  4. Enter a name for your business, select the primary Page, and enter your name and work email address.
  5. Move through the rest of the on-boarding flow by entering the rest of the required fields.
  6. Once the setup is complete, go to https://business.facebook.com/settings/ad-accounts
  7. Open a new tab and go to https://www.facebook.com/ads/manager/accounts/.
  8. Copy the ID listed (will be a 8 or 16 digit number)
  9. Go back to the Business Manager Settings tab and click “Add New Ad Accounts” in the top right, then select “Claim an Ad Account.”
  10. Paste the account ID and click “Claim Ad Account”

The next step is to run some ads and have some ad spend billed to your account. Then you can proceed with the steps below.

If you already have an ad account, start here:

Go to https://www.facebook.com/business/help.

Here’s what you should see:

Facebook-Ads-Help-Center-Overview

Scroll down and locate the ‘Still Need Help?’ section where it says ‘Contact our support team’ and click either the Chat or Email button. See below for the Chat button.

So, what types of questions can you ask Facebook Ads Support?

They break down into the following categories:

  • Policy & Account Security
    • My ad account was disabled
    • There’s unknown activity on my ad account
    • My ads were disapproved
    • My ads are pending review
    • Use text in my ad images
    • View page names allowed on Facebook
    • My page was hacked
    • Get a custom username
  • Billing & Payments
    • When I pay for ads
    • Change my spending limit
    • Change my billing threshold
    • My ad account was double charged
    • View my payment history
    • Download an invoice
    • My ad payment failed
    • Manage my payment method
    • Manually pay for ads (monthly invoicing)
  • Business Pages
    • Create a custom username
    • Change my Page’s name
    • Request a gray badge for my Page
    • Merge two Pages
    • Manage roles for my Page
    • Add an Instagram account to my Page
    • Promote my Page
    • My boosted post is unavailable
  • Ad Management Tools
    • My ad account was disabled
    • Give someone access to my ad account
    • Edit ads in the updated Ads Manager
    • Switch between ad account
    • Manage my settings, people, and assets (Business Manager)
    • Business Manager roles
  • Ads
    • Edit my campaign, ad set, or ad
    • Turn an ad on or off
    • Manage boosted posts
    • My boost is unavailable
    • My ads were disapproved
    • My ads are pending review
    • My ads aren’t performing well
    • Use text in my ad images
    • View video and image specifications
    • Use a custom or lookalike audience
  • Measure & Improve Results
    • Measure my boosted posts
    • View my results in Ads Manager
    • Improve my pixel’s performance
    • Use Facebook Pixel Helper
    • Use a pixel with my third party website
    • I can’t see data for my ads
    • My ad metrics don’t add up (pun intended!)
    • My ad reports don’t match up with third party reporting tools

Even if you don’t see your specific issue referenced above, pick the category closest and the Facebook support reps can generally steer you in the right direction.

We hope this guide helps you get your technical Facebook Ads questions answered quickly. If you’ve reached out to Facebook Support in the past and they’ve solved your problem we’d love to hear about it in the comments below!

Update Nov 2019

We received a response from Facebook (chat support ironically) about why certain users have access to live chat and others don’t. Unfortunately it does not help clear up the issue but we’ve copied their answer below:

Facebook Live Chat Criteria

Comments (81)

    • Chris Root

      Hi Khash – a couple things here: 1) you need to be logged in with an ad account that has ad spend recently and 2) the chat options may only appear during business hours. If you checked and they weren’t live I’d recommend trying a couple more times.

  1. Md. Mehedi Hasan

    Hi Root,

    I tried to reach live support during Facebook business hours (M-F 8-5 PST). But I found no chat option there. Any idea?

    Thanks

  2. Lori Grant

    It’s now Septemeber and I’m having the same problem that the person in January and the other in May had…There are no links on the page https://www.facebook.com/business/resources for chat or email anymore – only the forum, and yes it’s during their posted business hours.

    Have you been able to find any other way to contact them?

    • Chris Root

      Hi Lori – it looks like FB may have some unpublished criteria for which accounts do and don’t have access to live chat or email support. In our findings, the account needs to have ad spend recently and it needs to be based in the US. Beyond that, it’s a bit of a grey area where nobody seems to know why it is and is not enabled for some users. Sorry we can’t help further!

  3. Bob

    this is no longer accurate–the email option for ad support only appears after 10 pm central time. All other times the CHAT is the only option. what is the email address that can be used 24/7?

    • Chris Root

      Hi Bob – you are right, they have updated this flow and chat is the only option during the daytime in the US. We don’t have an email address as the other option was emailing through a web form, so the best option right now is indeed the live chat support.

    • Chris Root

      Hi Charles – the easiest way to find your leads is to go to the Publishing Tools tab of your Facebook page. From there you’ll see an option in the left hand sidebar called Forms Library. Click that and you’ll be able to download the leads form all of your forms.

  4. jacqueline Marola

    Hi Chris what’s the best way to set up the messenger ad. I have a hair salon and I’m using a 15 sec video

  5. Hi,

    facebook don’t offer a live chat or email now do they? i was once on with a bot about 2 weeks ago and then it put me through to someone. but now its only a bot and can’t e put through to someone.

    • Chris Root

      Hi Aiden – they do still offer live chat at least in the US during business hours M-F. It’s down at the bottom of the page in the “Find answers or contact support” section.

    • Chris Root

      You are correct! The URL has changed and now in order to access live chat you click the Get Started button near the bottom in the “Find answers or contact support” box. Thanks for reaching out. – Chris

  6. Dave

    I see no “Find Answers or Contact Support” section. I can’t find a live chat person anywhere, no matter how many links I click on that page. Perhaps it doesn’t exist anymore?

    I will ask my question here to see if you or anyone else has an answer. I work in the bar/restaurant industry. I want to create an offer for a free appetizer, but in order to get it, the user has to share it first. I know someone else in the industry who has done this so I know it’s possible but not sure how he does it.

    Do you know of any way to make an offer that the user can only redeem if they share it on FB?

    Thank you.

    • Chris Root

      Hi Skye – we’ve updated this post with the current options for contacting support, take a look and see if you have either Email or Chat support now.

    • Chris Root

      Hi Daniel – we’ve updated this post with the current options and UI for contacting support. Take a look and see if you have the option for Email or Chat support now.

  7. Slavo

    Dave: The same situation… I can’t find the “Find Answers or Contact Support” … 🙁
    Is it still visible to someone else?

    • Chris Root

      Hi Slavo – the page has changed a bit, take a look at the updated post here with the current info on where to find Chat or Email support options.

  8. Meredith

    I am trying to find the live chat by your suggestions from April but I do not think this is an option anymore. Does anyone else know how to get to a live chat?

  9. We have a facebook account which was set up many years ago by an employee who is no longer with the company. The email used is no longer active and we have no password. The “Find Answers of Contact Support” section is no longer on the page and when I click on Support, it just re-directs back to the home page. I cannot find any way of getting in touch with Facebook to deactivate the account. Any help would be much appreciated.
    many thanks, Jules

  10. Mei C

    Hi, I have two ad accounts and both of them are disabled and I have been trying to find the “Chat” that everyone was talking about, but no luck. One ad accounts has been running some campaigns before it got disabled and the second one has zero activity. I know “Chat” still exists, because I just saw someone posted a video of his screenshot. 1. Any reasons I dont have chat or support in my account? 2. In this case how can I get my accounts back?? 3. If I have setup a new business manager, can I use the same business information vs a different credit card without being banned?? Thanks

  11. Kevin

    Hi Chris,

    I am unable to locate the “Find Answers or Contact Support” section. Does it still exist at this point even though it is only a couple months after you posted this?

  12. Adrian Williams

    I am unable to locate the “Find Answers or Contact Support” section. Does it still exist at this point even though it is only a couple months after you posted this?

    • Chris Root

      Hi Adrian – it does still exist, but it only shows up for certain users and even then it doesn’t seem to be consistent. We’ll update the article if we learn more!

    • Chris Root

      Hi Teresa – it does still exist, but it only shows up for certain users and even then it doesn’t seem to be consistent. We’ll update the article if we learn more!

  13. Lee

    I have used the chat/contact lots of times until today.

    The chat/contact options have now vanished completely. Also if you use the messenger link to try and start chat it now states – Hi! Please visit http://www.facebook.com/business/resources for support.

    Whereas it used to state – Hi! This chat has been ended. You can start a new chat by visiting http://www.facebook.com/business/resources.

    Can someone else verify if this has ended for everyone. We have an active ad account with regular spend.

    • Chris Root

      Hi Lee – Chat is still available for us, I would check back multiple times throughout the week to see if it shows up again.

  14. Cheryl

    Hi Chris,
    I’m not seeing “Find Answers or Contact Support” on that page. Have they placed it elsewhere?
    Thank you

    • Chris Root

      Hi Cheryl – it’s still in that location, but it only shows up for certain users and unfortunately Facebook isn’t able to provide much clarity on the criteria.

  15. Jasmine

    Wow this is getting so ridiculous. The chat now does not show up for anyone. Facebook having no support help really makes me want to just close all accounts. Very bad business.

    • Chris Root

      Hi Jasmine – Chat has been on and off for us for a bit but it’s working again and we’ve updated the post here with an answer from them as far as criteria for who has the option and who doesn’t. Unfortunately it really doesn’t answer our questions…

  16. G Smith

    Hi @Chris Root. Does your company offer, as a service, contacting Facebook on behalf of a company having an issue with Ads/business page?
    I see in their response, they said someone can contact them on their behalf.

  17. I have never used Facebook ads before, but my employer, a non-profit, wants me to look into the cost of doing so. Can you send me some information on the approximate range of cost for placing advertisements on Facebook? In particular, we are looking to place political ads in Facebook pages that have significant Asian American members, like NBC Asian America or Asian American Life. Please email me back with some pertinent information responsive to this inquiry. Thank you much in advance for your help!

    • Sara Stuart

      Hi Stephen,
      Thanks for your question. When you advertise on Facebook, there isn’t necessarily a set cost. Instead, Facebook works with a budget that you set. How far that budget will get you depends on a variety of factors. You can learn more about how much it costs to advertise on Facebook on Facebook’s Help Center.
      We hope this helps!
      – Team eBoost

  18. Tony g

    I created a Facebook ad campaign that is currently under review but noticed that I misspelled a word in my ad and I don’t want it published until I correct it. How do I do that?

    • Hi Tony, you should be able to edit the ad as normal, even if it is under review. It just might slow down the review process a bit by resetting it in the queue. Hope this helps and best of luck!

  19. Michael Daciw

    Hey Chris,

    My name is Mike with EVOLVsolar and I run about $2,000 of Facebook ads per month through Facebook Business. There’s an issue on my page and there is no “chat” or contact button so I have no way to resolve this… quite frustrating! Do you know of any other ways to contact help? I am not in the industry so don’t have any friends or others that I know of running Facebook ads to help me.

    Thanks!
    Mike

  20. Hi Chris,

    My e-comm business has mostly relied on google shopping and has done quite well. As we’ve grown, we now must diversify and our FB Business Manager and Ad accounts were disabled and FB is not entertaining any of my appeals right now. The live chat feature is not available to us. I’m assuming that’s bc we haven’t put any significant spend through them.

    I’m reaching out to see if you, or anyone you know, can provide help or consulting services to help with a work-around. I’ve received numerous work-around solution ideas however I’m hesitant to implement them without the guidance of an expert due to the fact this is a profitable business and a HIGHLY valuable marketing channel. If we were to ever exit this business we must be able to show SMM ROI.

    Can you help or provide any guidance? happy to discuss live at your convenience.

    Kudos on the content marketing skills 🙂

    Rory

    • Sara Stuart

      Hi Rory,
      We’re sorry to hear about the troubles that you’ve been having! Due to popular demand, we recently began offering consulting services in order to work through specific issues related to Facebook and Instagram ads. If you’re interested in learning more or scheduling time with our consulting team, please visit this page.

      Looking forward to hearing from you!
      – The Eboost Team

  21. Sayble Humphress

    ok I never leave comments on blogs but THANK YOU. Couldn’t find how to actually get ahold of Facebook help.

  22. Ephraim Mernilo

    Hi! I am running campaign ads for my e-com store using new business manager and ad account. I set 50 dollars for a CBO campaign for 1 day, but every time it spent 10 dollars it automatically stop from spending. How can I fix this issue? TIA, hope you can help me!

  23. Facebook keeps saying I cant buy ads because the business is a “drug and alcohol” service but it’s a primary care business. The settings on the business page all reflect this. How can I talk to a person at Facebook to get this resolved (since I have not qualified to even pay for an ad yet)? Thanks!

    • Sara Stuart

      Hi Lindsay,

      If you do not have access to chat with Facebook support based on our instructions, then we have some unfortunate news: you’re likely in for an uphill battle regarding speaking directly with a Facebook representative. However, we have some good news. Due to recent demand, we are now offering consulting services where we can work through direct issues regarding Facebook or Instagram ads. If you’d like to learn more about our consulting services, please go here. After we hear more specifics about your problem, we can determine if we will be able to help.

      Thanks, Lindsay.
      – The Eboost Team

  24. Hi! Our business has been trying to do ads on Facebook several times over the last couple of months but they all come back rejected, due to them being “political or social”, which they are not. We believe that it might be some wording in our initial posts that made facebook feel like we were making claims about clean and blue oceans because we have tried several different ads since then and they are all rejected and when we ask for a second opinion they are rejected again on the same basis. We have been looking for a solution for months now without luck – and we cannot get a hold of an actual person at Facebook to explain it to us. We are an impact startup and really need to do ads for sales in order to survive this difficult period in the market, and we would therefore really appreciate your thoughts on this! Thank you! Caroline

    • Sara Stuart

      Hi Caroline,
      Thanks for your question. Facebook has strict parameters in place regarding what they consider to be a Political or Social Cause ad. You can learn more about Facebook’s official parameters for these issues by reading their help center article on the topic.

      While it is possible to appeal Facebook’s decision to be placed in a Special Ad Category, it is very difficult to navigate through without having the chance to directly speak with a representative at Facebook.

      Unfortunately, without more specific insights as to the exact wording and exact steps you’ve taken to appeal the process, we can’t provide further guidance. However, we do offer consultations. If you’re interested in a consultation regarding your specific case, please go here to begin a conversation so we can learn more about your issue and determine if we can help.

      Thanks, Caroline.
      – The Eboost Team

  25. Quick question, we have run and ad on FB for a couple of weeks, good interaction 44 comments 100 shares etc etc….I edited the wording on the ad this morning, it has been reviews and is running but Ive noticed that all the comments and shares have disappeared? How do I get these back? Thanks

    • Sara Stuart

      Hi Julie,
      Thanks for your question!
      When you make a significant edit to an ad, including editing the copy/message of the ad, the ad’s learnings will be reset within Facebook and the engagements will be reset. In practice, that means that you will lose all of the engagements on the ad if you edit anything on the Facebook ad that Facebook considers a significant edit. Although this article speaks more toward the Learning Phase of Facebook ads, it overviews some of the changes that Facebook considers “significant edits”:

      Hope this helps!
      – The Eboost Team

  26. Wes p

    Hey Chris, is the info still relevant about who can and cannot see the live chat in regards to recent ad spend? Right now when I go on the site I don’t see the option for live chat, but I also haven’t spent any money recently, so I’m not sure.

    • Sara Stuart

      Hi Wes,
      Thanks for your question. We believe that the information provided regarding who can and cannot access the live chat with Facebook is still accurate. However, Facebook does not provide official information regarding this, so it is not possible to know for certain.
      Hope this helps!
      – The Eboost Team

  27. ali

    how do we get incontact with you if we need support on an error running through our campaign? i have tried all the troubleshooting techniques and am still having difficulty with this.

  28. Hello,

    I just wanted to resolve an issue i am facing with my facebook business page. It seems that my page is duplicating on google search. How do i make sure i have only one of them ?

    Thank you in advance!

  29. Happy

    Hi..

    I ran many ads. Many people liked my page and the post. At least 400. There is no way I am able to contact them though. Messaging doesnt work because I am not friends with them yet. They have just liked the post. I dont want to be friends with them either. So, is there a way, I can at one shot reach them? This is like re-marketing.

    Please somebody throw some light.

    Regards
    Happy

    • Sara Stuart

      Hi Happy,
      Thanks for your question! If you’re looking to retarget people who have interacted with your page, we recommend creating a custom audience consisting of people who have engaged with your Page. After you have the custom audience created, you can create an ad campaign that targets these individuals. You can find Facebook’s official instructions on how to create that audience by clicking here.

      Hope this helps!
      – The Eboost Team

  30. sam

    I am trying to change a facebook page name on a page i manage due to rebranding
    I have been trying for months, i go to page about and edit page name and it says this will be reviewed in 3 days but the name never changes and never get any information no denied message or anything in support inbox!?

    • Sara Stuart

      Hi Sam,
      This definitely sounds frustrating! Sorry to hear you’ve been having trouble with changing your Facebook Page’s name.

      The first thing to keep in mind when changing your Page’s name are the official rules about changing a Facebook Page’s name:
      Page names can’t include:
      1. Terms or phrases that may be abusive or violate someone’s rights.
      2. The word “official” if the Page isn’t the official Page of a brand, place, organization or public figure.
      3. Improper capitalization (example: tHe best CaFE). Page names must use grammatically correct capitalization and may not include all capital letters, except for acronyms.
      4. Symbols (example: ® ) or unnecessary punctuation.
      5. Descriptions or slogans (example: The Best Cafe – We serve the best coffee in town). People who manage Pages can add this information to a Page’s About section.
      6. Any variation of the word “Facebook.”

      Page names can’t consist only of:
      1. Generic words (example: Pizza). Pages must be managed by official representatives of the topics they’re about.
      2. Generic geographic locations (example: New York). However, you can create a Page name for an organization that represents a geographic location. For example, “New York City – Mayor’s Office” and “Queen Elizabeth II of Great Britain” are acceptable Page names.

      In addition, there is a limit of 75 characters in your Page name.

      If you have met all the rules and specifications for the name change, you can then follow Facebook’s official directions to submit the name change for approval: Click Here For The Instructions

      We have heard from some marketers, who also experienced issues changing their Page’s name, that they’ve seen success by making small, incremental changes to the Page’s name. This works best if the Page’s name is changing to something that is very different from the original name. Note that you can only change the Page’s name every 7 days, so you may have to make a few small changes over several weeks to finally get the Page name that you desire.

      We hope this helps!

      – The Eboost Team

  31. I am attempting to reclaim admin rights to a business page
    (https://www.facebook.com/PendariesVillage/) because the person who created it left the company years ago and we would like to merge it with our new page
    (https://www.facebook.com/PendariesNM/). I do have admin rights to the new page
    /PendariesNM/ and have that page in my Ad Account. Please advise how to proceed with
    merging. We want to capture our followers, etc. and consolidate to one page. Any advice on where to start?

    • Evan LaGasse

      Hi Jaycee, we have helped a few clients through this process. It is by far easiest to get in touch with the person who created the page and have them grant you access. If that is not possible, then you would need to chat with Facebook (utilizing the advice on this post) and explain the situation to the rep. They will most likely ask you for documentation proving you own the business. The documentation is pretty extensive and includes a requirement of a notarized letter. This process can take weeks or more. If you do not have chat functionality on your account or you need help with this process, you can contact us about our Facebook Ads Consulting services and we’d be happy to help. Best of luck!

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