How to Contact Facebook Ads Support: A Step-by-Step Guide​ in 2025

"I have been trying to get help for almost 2 hours… I swear to god, I have never dealt with any company, big or small, that is this lackluster and confusing," shared a Reddit user. 

Did you feel the same, like you're shouting into the void when trying to get help with your Facebook Ads? You are not alone. Many advertisers have faced challenges navigating Meta's support channels, often frustrated by the lack of clear communication.

But don't worry—whether you are dealing with billing discrepancies, ad disapprovals, or account access issues, this guide will walk you through the most reliable methods to contact support and resolve your problems. 

Let’s get started!

1. Use the Facebook business help center

Where to begin? Start with the Facebook Business Help Center. 

This comprehensive resource offers solutions to common problems and allows you to contact support directly.

Here are the steps you need to follow:

1. First and foremost, visit the Business Help Center.
2. Now, log in to your business account here.
3. Here, browse through the available resources or search for your specific issue.

Note: For personalized assistance, the availability of support options like live chat may depend on your account status and business history. 

The Help Center offers a comprehensive range of resources, like troubleshooting guides, policy explanations, and best practices for ad management. Additionally, the Help Center is regularly updated to reflect the latest changes in Facebook's advertising policies and platform features. 

2. Access live chat support

When you are facing issues with your Facebook Ads—be it a disapproved ad, billing discrepancies, or account access problems—the most frustrating is constant waiting for email responses. That's where Facebook's Live Chat Support comes into play, it offers real-time assistance to get you back on track swiftly.

Why choose live chat?

Live chat has become the preferred support channel for many users. In fact, 63% of consumers prefer live chat over other communication methods due to its immediacy and convenience. Moreover, businesses that implement live chat see a 40% increase in conversion rates.

How to access Facebook's Live Chat Support:

1. Navigate to the Business Help Center and log in to your business account.
2. Now, scroll down to the "Still Need Help?" section and click on "Get Started." Follow the prompts to connect with a support representative.

Please note that live chat support is typically available during business hours and may not be accessible to all users.

Tips for a successful live chat experience:

• Have your ad account ID, relevant screenshots, and a clear description of your issue ready.
• Clearly articulate the problem you're facing to help the support representative assist you effectively.
• If the issue isn't resolved during the chat, ask for a case number or reference ID for future follow-ups.

3. Submit a support request via email

If live chat isn't available, you can submit a support request through email. This method allows you to detail your issue and receive a response from Facebook Ads Support.

Know that Facebook doesn’t offer any email ID for contact and support, instead, they utilize a structured contact form within the Help Center to manage and route user issues 

After you go to the Meta Business Help Center as described above, select the relevant topic that best describes your issue and then follow the prompts to complete and submit your request.

Here is a checklist for an Effective Support Request:

• Be specific: Clearly describe the issue you're facing. For example, instead of saying "My ad isn't working," specify "My ad was disapproved due to policy violation, but I believe it complies with all guidelines."
• Include relevant details: Provide your ad account ID, campaign name, and any error messages received.
• Attach supporting documents: If applicable, include screenshots or documents that can help illustrate the problem.

Example:

Subject: Issue with Ad Disapproval - Account ID 123456789

Message:

Hello,

My ad titled "Summer Sale Promo" was disapproved of for violating community standards. However, upon reviewing the guidelines, I believe the ad complies with all policies. I've attached a screenshot of the ad and the disapproval notice. Could you please review this and provide clarification?

Thank you,

[Your Name]

4. Contact support via the commerce manager

If you're managing a shop through Facebook's Commerce Manager, you have a streamlined pathway to get the assistance you need. Whether it's a hiccup with order processing, catalog issues, or payment queries, Commerce Manager offers tailored support options.

Below is the step-by-step guide to connect with support:

1. Go to the Commerce Manager and select your shop.
2. In the left-hand menu, find and click on the Help section.
3. It depends on your issue, you can select from various support topics. You'll then have the option to either chat with a representative or send an Email.

Responses via email may take up to 24 hours; be patient.

5. Use the Facebook & Instagram app for support

None of the above interests you? There is a different route too- Access Support via the Facebook & Instagram Apps

For Facebook:

1. Open the Facebook app and tap on the menu icon (three horizontal lines).
2. Scroll down and select Help & Support.
3. Choose the Report a Problem option.
4. Now, follow the prompts to describe your issue and submit the report.

For Instagram:

1. First of all, launch the Instagram app and go to your profile by tapping your profile picture.
2. Tap the menu icon (three horizontal lines) in the top right corner.
3. Select Settings and Privacy.
4. Tap on Help, then choose Report a Problem.
5. Describe the issue you are facing and submit the report.

Note: Some users have found that this method is particularly effective when dealing with issues related to integrated Shopify accounts.

6. Reach out via email addresses

While not always guaranteed, you can try contacting Facebook through the following email addresses:

• General support: support@fb.com
• Ad issues: advertise@fb.com
• Appeals: appeals@fb.com
• Intellectual property: ip@fb.com

Responses may vary, and it's recommended to use official support channels when possible.

7. Call Meta's customer service

Meta has published several phone numbers for customer service:

• Main line: +1-650-543-4800
• Alternate: +1-650-879-1300
• Toll-free: +1-855-879-3967

Remember that phone support may have limited availability, and it's often more effective to use online support options.

Wrapping up

Facebook Ads support often makes users feel like decoding a complex puzzle. But with the right tools and knowledge, you're well-equipped to tackle any advertising hiccup. 

Remember, the key is to be persistent, provide detailed information, and utilize the various support channels available to you. Your advertising success is just a support ticket away!

FAQs

Sources

1. Meta. Business Help Centre
2. Hiver. Live Chat Statistics Every Business Should Know