How To Contact Facebook Ads Support – Get Help Via Live Chat & Email ­čĺí

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┬áLTV 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┬áand 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┬ámarketers 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!

Those that do have an active ad account will notice a help button in the top right corner. This used to have a link to go directly to the Facebook Ads Support channels, but about a month ago it changed and now only offers links to set up a call with a Facebook Marketing Expert, or Ask The Community.

The Facebook Marketing Experts are generally helpful for beginners, but sometimes you need support now and don’t want to wait to schedule a call.

How do you do it?

Go directly to https://www.facebook.com/business/resources.

Scroll down and you’ll see a section titled “Additional Support” with options for:

  • Email Support
  • Live Chat Support

My personal preference is to Live Chat┬ásupport. You usually get connected within 5 minutes and they can often solve your problem on the spot. If they can’t resolve your issue right away, they’ll open a case and forward it to the appropriate team.

One caveat –┬áLive Chat Support are only available during Facebook business hours (M-F 8-5 PST) and even then they’re not always live. If they’re not around during regular business hours, take a quick break – you deserve it! Check back a few minutes later, newly refreshed and fully caffeinated.

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

They break down into the following categories:

  • Billing & Payments
    • Questions about charges on your ad account
    • Change billing threshold
    • Payment didn’t go through
    • Trouble adding a payment method
    • Unauthorized charges on your account
  • Creating Ads
    • Ad Settings
    • Audience Targeting
  • Ad Performance & Delivery
    • General ad performance questions
    • Disabled ad account
    • Questions about disapproved ads
  • Account Settings and Ads Management Tools
    • General ad account settings
    • Business Manager settings
  • Reporting & Measurement
    • Custom Reports
  • Pages
    • Page settings
    • Change page name
    • Page features & requests
  • Instagram
    • Instagram Ads settings & features
    • Instagram Ads performance
    • Instagram Page issues

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!

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

2 Comments
    • 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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