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

Updated: April 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!

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

Scroll down and you’ll see a section titled “Find Answers or Contact Support.” Click the “Get Started” button to access the Live Chat portal.

Facebook Ads Live Chat Support

From there you reach a menu with the following options

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

Once you find the option that most closely relates to the issue you’re facing, select it and you’ll see the option for live chat on the right hand side of the following page along with an estimated wait time.

Facebook Live Chat Wait Times

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

18 Comments
    • 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

  1. 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.

  2. 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.

  3. 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

  4. 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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