Contact Facebook

Unfortunately, there is no way to directly contact Facebook--you can't call, text, email, or otherwise speak to an employee or affiliate of Facebook. You can, however, use Facebook's Help Center to diagnose and report a problem with your account.This article teaches you the basics of navigating Facebook's Help Center to troubleshoot common account problems.

10 Second Summary

1. Open the Facebook Help Center webpage.
2. Review the options toolbar at the top of the screen.
3. Select a relevant section.
4. Follow Facebook's on-screen instructions.

Steps

Using Facebook Resources

  1. Open the Facebook Help Center webpage. If you aren't already logged into Facebook, you'll need click the Log In button in the top right corner of the page to enter your Facebook email address and password.
  2. Review the options toolbar. This is at the top of the screen, directly beneath the search bar--you'll need to drag your mouse cursor over each option to view its subsections. Your options include the following:
    • Using Facebook - This section of the Help Center covers basic Facebook functionality, including how-tos on friending, messaging, and account creation.
    • Managing Your Account - Covers items such as your login and your profile settings.
    • Privacy and Safety - Addresses account security, unfriending people, and hacked/fake accounts.
    • Policies and Reporting - Covers basic reporting (abuse, spam, etc.) as well as handling a deceases person's Facebook account and reporting hacked or fake accounts.
    • You can also check out the "Questions You May Have" and "Popular Topics" sections on this page, since they cover common issues and complaints.
  3. Select a relevant section. For example, if you're having a problem with an impostor account, you'd select the "Privacy and Safety" section and then click Hacked and Fake Accounts.
  4. Review additional options. In keeping with the impostor account example, you might click the "How do I report an account that’s pretending to be me?" link. Doing so will bring up a series of steps that explain how to remedy your situation.
    • For example, Facebook recommends dealing with an impostor account by going to the account's profile page, clicking ..., and clicking Report, then following the on-screen instructions.
  5. Use the search bar to expedite your process. To do this, simply click on the search bar at the top of the Help Center page--it will say something like "Hi (Your Name), how can we help?"--and type in a few words related to your complaint. You should see several suggestions pop up in a drop-down menu below the search bar.
    • For example, you might type in "impostor account", then click on the "How do I report an account for impersonation?" result.
    • The search bar here only links to Facebook's pre-written articles--if you're looking for an answer to a specific issue not covered in the Help Center, skip ahead to the Community page.
  6. Open the Ads Help Center page. If your business or page is having issues with ads, your questions are usually addressed in this section.
    • To delve into advertising, you'll want to click Creating Ads or Managing Ads.
    • For problems with advertising, you'll need to click Troubleshooting Your Ads and then select an issue on the subsequent menu.
  7. Visit the Facebook Community page. If you can't find your current problem listed anywhere in the Help Center, your best bet is to look for it in the community forums here.
    • You'll see a search bar at the top of this page--you can look up topics (e.g., disabled accounts) from here.

Submitting a Complaint via the Better Business Bureau

  1. Open Facebook's Better Business Bureau page.
  2. Scroll down and click Submit a Complaint. This is on the lower right side of the webpage next to the Submit a Review button.
  3. Click Click Here to File a Complaint. This is underneath the "I am looking to resolve a dispute with a business" heading on the left side of the page.
  4. Fill out the Qualification Questions form. Here, you'll need to click the "Yes" or "No" checkbox for each of the following questions:
    • Is this an employee/employer complaint?
    • Is this a discrimination or civil rights complaint?
    • Does your complaint allege a criminal act?
    • Is this a business with a complaint for collections purposes with another business?
    • Is this complaint in litigation?
    • Is this complaint based solely on dissatisfaction with a price?
    • Is this complaint about a purchase you wish you never made?
    • Are solely seeking an apology from the business?
    • Are you filing this complaint for BBB information only?
  5. Click Proceed to Complaint Form. You can also click Clear & Start Over to begin filling out the form again.
  6. Click Proceed. If you want to change the language of the following forms, you must first click the "Select Language" bar in the top left corner of the screen and then click your preferred language.
  7. Fill out the complaint form. This will differ from person to person based on one's personal information and the nature of one's complaint, but be sure to be as thorough as possible when filling out this form. You should include all of the following:
    • The problem you're encountering
    • The steps you took to resolve the problem
    • The issues you ran into while attempting to resolve the problem
    • Any potential solutions and/or suggestions you can think of
  8. Scroll down and click Submit Complaint.
  9. Wait for an email to arrive. Facebook operates on West Coast time, so expect your email to arrive accordingly within three to five business days.

Submitting an Appeal for a Disabled Account

  1. Open the Disabled Facebook Account page. If your account hasn't been disabled (or isn't currently disabled), you won't be able to submit an appeal.
  2. Click the "submit an appeal" link. This is toward the bottom of the page's paragraph next to the "If you think your account was disabled by mistake" line.
  3. Type in your Facebook email address. You can also use a phone number here.
  4. Type in your full name. Make sure the name listed here directly matches the name on your account.
  5. Click Choose Files. You'll also need to upload a picture of an ID--be it a driver's license, a permit, or a passport photo.
    • If you don't have a picture of your ID available, take one now and send it to yourself via email so you can download it to your desktop.
  6. Click on a file location. For example, you might click Desktop here.
  7. Click your ID picture. This will upload it to the Facebook form.
  8. Type details into the "Additional Info" box. This is the space in which you can justify the reactivation of your account. Consider including details like the following:
    • Why your account shouldn't have been deactivated
    • Why you want your account to be reactivated
    • Any other extenuating factors that might help your account be reactivated (for example, malicious interference with your account)
  9. Click Send. Doing so will send your form to Facebook for review. Please note that you may not receive a response for several days.
    • If you don't receive a response within a week, try resubmitting your form.

Recovering Your Password

  1. Open the Facebook website.
  2. Click "Forgot Account?". This option is beneath the "Password" field in the top right corner of your screen.
  3. Type in your name, email address, or phone number. Make sure you can access whichever platform you choose to go with.
  4. Hit Enter.
  5. Click Continue.
  6. Check your chosen medium of communication for a code. For example, if you listed your phone number, you should get a text with a code.
    • If you choose email, check your Spam folder.
  7. Type your code into the "Enter Code" field.
  8. Click Continue.
  9. Click Continue again. You can also choose to log out of your account on all devices if you think your account has been maliciously appropriated.
  10. Type in a new password.
  11. Click Continue. Your password has successfully been reset across all Facebook platforms (e.g., mobile and desktop alike).

Tips

  • If you can't find the issue about which you wish to contact Facebook in the Help Center, try looking in the Community section--the posts there are usually better-suited to outlying cases.

Warnings

  • Facebook's customer service is notoriously detached, meaning that you'll likely get a generic response to most inquiries.

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