Connecting with Facebook’s business support team can be challenging for many users. Unlike personal accounts, business pages and ad accounts do not have access to Facebook’s standard live chat customer service. However, there are a few different options businesses can use to get in contact with a live agent for assistance.
Use Facebook’s Business Resource Support
The main way for businesses to contact Facebook support is through their Business Resource Support system. This can be accessed by going to the Business Resource page and clicking “Get Started” under the Contact Support section.
You will be asked to choose the specific Facebook product you need help with, such as your Business Page, Ads, or Instagram account. You’ll also need to specify if your issue is account-related or ad-related.
After selecting the appropriate options, you can choose to either search for answers in Facebook’s help center, request an email response from support, or start a live chat. Live chat is available for some account and ad issues, but not all.
Availability of Live Chat
According to Facebook, live chat is available for the following types of issues:
| Issue Type | Live Chat Available |
|---|---|
| Account access and security | Yes |
| Page quality issues | Yes |
| Payment and billing questions | Yes |
| Ad account access and restrictions | Yes |
| Questions about ad policies and appeals | No |
So live chat is not available for all types of inquiries. However, for common issues like account access, billing, and page restrictions, you should be able to connect with an agent in real time.
Use Facebook Ads Support
If your issue relates specifically to Facebook ads, you may have better luck accessing live chat through the Facebook Ads support portal.
Go to the Facebook Ads Help Center and click “Contact Us” in the upper right. Here you can choose between different contact options:
- Search help articles
- Request an email response
- Start a live chat
The live chat feature connects you directly with a Facebook Ads support rep who can help troubleshoot issues with your campaigns, accounts, and billing. According to Facebook, chat support is available 24/7.
Types of Issues Handled
Some examples of ad-related issues that Facebook live chat can assist with include:
- Troubleshooting ad delivery and performance problems
- Questions about ad policies, restrictions, and disabled accounts
- Billing and payment issues
- How to structure and optimize ad campaigns
- Technical issues creating ads or using Ads Manager
Having quick access to live chat makes it much easier to get ad account issues resolved promptly. The automated email support process can often take 1-2 days to receive a response.
Use the Business Inbox
Facebook also provides access to live agents for certain issues through the Business Inbox feature. The Business Inbox can be accessed from your Facebook business page.
From your Facebook page, click on the Inbox icon in the top navigation bar. Then click the down arrow in the upper right corner and select “Business Inbox.”
This will open the inbox specifically for your business account. Here you can start a new conversation thread with Facebook’s support team regarding any issues your business is experiencing.
When starting a new support request, first select the specific product your question is about, such as the Facebook page, Instagram, ads, or Business Manager. Then write a summary of the issue you need help with.
For some types of requests, a live agent will respond within the inbox thread to help troubleshoot and resolve the problem in real-time through chat. Having a conversation through the Business Inbox is the closest option to traditional live chat currently available for general business account issues.
Other Ways to Contact Facebook Support
If live chat is not available for your specific issue, here are some other options for reaching Facebook business support:
Email Support
As mentioned above, email support requests can be submitted through both the Business Resource Center and the Ads Help Center. Expect a response within 1-2 business days in most cases.
Phone Support
Facebook does make dedicated business support phone numbers available in some countries. In the US and Canada, the number is 1-855-638-2812. Wait times can be lengthy when calling.
Social Media Support
Facebook and Instagram both maintain dedicated business support accounts businesses can contact for help. Reaching out by direct message (DM) can sometimes get a prompt response.
- Facebook Business: @FacebookBusiness
- Instagram Business: @InstagramForBusiness
Tips for Reaching Live Support
Here are some tips to improve your chances of connecting with live chat or messaging for Facebook business support:
- Have your account information ready – user ID, email, page names, ad account ID, etc.
- Double check that your issue qualifies for live support based on Facebook’s guidelines.
- Try accessing live chat through both Business Resources and Ads Help if one isn’t working.
- Reach out during typical business hours when call volumes are lower.
- Be patient and persistent if you don’t connect right away – keep trying!
With over 10 million active advertisers and 200+ million business pages, contacting Facebook support can require patience and persistence. Following the steps outlined here should help you reach a live agent to get your issues addressed as promptly as possible.
Conclusion
While Facebook does not offer traditional live chat for all business accounts and issues, there are ways to access real-time support for common problems like account access, billing, and advertising.
Using the Business Inbox, Business Resource live chat, and Facebook Ads chat support provide the most direct channels to contact agents and get problems resolved quickly and efficiently.
Facebook could still make improvements to their live business support options to better match the availability offered for personal accounts. But for now, the channels highlighted here provide the best options for businesses to reach out for timely assistance when issues arise.