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.
Scroll down and you’ll see a section titled “Additional Support” with options for:
Live Chat with Support
My personal preference is to Live Chat with support. 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 – Phone Support and Live 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
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
Change page name
Page features & requests
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.
eBoost Consulting helps funded startups and established companies grow through search and social paid advertising. Since 2005 our team of digital marketing experts has been running highly successful digital marketing campaigns with a focus on innovation, results and customer satisfaction.