How To Contact Facebook Ads Support And Get Help Via Live Chat 💡 Updated for 2019!

Updated: November 2019

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 and need some assistance getting your campaigns set up, reach out to us for help!

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. Of course, if you’re looking for more high-level strategy advice you can always ask us directly.

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

Chris Root is a co-owner of eBoost Consulting and works out of our Boulder, CO location. He writes primarily about social advertising and gets overly excited when Facebook releases new targeting capabilities.

Leave a Comment

47 Comments
    • Jasmine
    • November 26, 2019
    Reply

    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
      • November 27, 2019
      Reply

      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…

    • Cheryl
    • November 21, 2019
    Reply

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

      • Chris Root
      • November 27, 2019
      Reply

      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.

    • Lee
    • November 20, 2019
    Reply

    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
      • November 27, 2019
      Reply

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

    • Teresa
    • November 18, 2019
    Reply

    Hi does it still exist? Because I can’t see it anywhere?

      • Chris Root
      • November 27, 2019
      Reply

      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!

    • Adrian Williams
    • November 17, 2019
    Reply

    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
      • November 27, 2019
      Reply

      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!

    • Kevin
    • October 22, 2019
    Reply

    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?

    • Mei C
    • October 18, 2019
    Reply

    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

      • Chris Root
      • October 23, 2019
      Reply

      Hi Mei – take a look at the updated post content now, the options have changed and if you have access, you’ll either see an Email or Chat option at the bottom of this page: https://business.facebook.com/business/help

  1. Reply

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

      • Chris Root
      • October 23, 2019
      Reply

      Hi Rakesh – thanks for reaching out. It doesn’t show up for everyone, but if you have access it will appear at the bottom of this page: https://business.facebook.com/business/help. The section is called “Still need help? Contact our support team.”

    • jules
    • September 25, 2019
    Reply

    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

      • Chris Root
      • October 23, 2019
      Reply

      Hi Jules – do you have an active Facebook Ad Account?

    • Meredith
    • September 25, 2019
    Reply

    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?

    • Slavo
    • September 18, 2019
    Reply

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

      • Chris Root
      • October 23, 2019
      Reply

      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.

    • Daniel
    • September 16, 2019
    Reply

    This does not apply anymore, no chat is to be found. Really bad support nowadays.

      • Chris Root
      • October 23, 2019
      Reply

      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.

  2. Reply

    As of today 9/9/2019 the above doesn’t work. FB making it harder and harder to get in touch with them! lol.

      • Chris Root
      • October 23, 2019
      Reply

      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.

    • Dave
    • August 13, 2019
    Reply

    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.

  3. Reply

    Do you know of anyone who would help me placing my advs on Facebook?
    I find it confusing.

    • Kushan
    • April 18, 2019
    Reply

    I think they have disabled this link : https://www.facebook.com/business/resources

    It now redirects to https://www.facebook.com/business/help

    Could you confirm?

      • Chris Root
      • April 18, 2019
      Reply

      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

  4. Reply

    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
      • April 18, 2019
      Reply

      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.

    • jacqueline Marola
    • April 2, 2019
    Reply

    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

    • Charles Witzke
    • March 25, 2019
    Reply

    Issue finding leads generated from my adu

      • Chris Root
      • March 25, 2019
      Reply

      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.

    • Bob
    • March 19, 2019
    Reply

    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
      • March 25, 2019
      Reply

      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.

  5. Reply

    I also don’t have those chat options. I guess it’s because I’m in the wrong country and it’s not offered universally.

  6. Reply

    Thanks for sharing. It was helpful

    • Lori Grant
    • September 26, 2018
    Reply

    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
      • September 27, 2018
      Reply

      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!

    • Md. Mehedi Hasan
    • May 30, 2018
    Reply

    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

  7. Reply

    I have been cyber bullied bad and has children involved also turned into cyber harassment what can I do to get the post removed?

    • Khash
    • November 22, 2017
    Reply

    Noly gives you the option of “Ask Community” now. No more email or chat.

      • Chris Root
      • January 31, 2018
      Reply

      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.

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