How to open a case with Meta Business Support: the path that reaches a person

To open a case with Meta Business Support, go to Business Support Home on a computer, logged in with the Facebook profile that manages the business, and click Contact support. Meta says advertisers contact it there, and that it has no general public phone number. Meta does not publish which advertisers are offered chat, but Meta Verified for business adds chat and email support for subscribers.

The difficult part is not finding the button. It is knowing whether your problem belongs in a support case at all, and writing a first message that a person can act on.

The short answer

• Where: Business Support Home, Contact support (Meta’s direct link is facebook.com/business-support-home/contact-support).
• Logged in as: the Facebook profile associated with the business portfolio. Some requests need full control.
• A restriction is not a support case. Use Request review in the account’s “What you can do” section first.
• Meta Verified for business: chat and 24/7 email on all plans, phone on higher plans, a case ID and status tracking.
• In the EU: a separate form can route you to support and, in some cases, give you a reporting number.
• No phone numbers. Meta says numbers claiming to be its support are potentially scams.

First: is it a review or a support case?

Meta separates the two, and mixing them up wastes the first week.

Restrictions and disabled assets go through a review. Meta’s page on requesting a review for a restricted advertising account says you select the restricted account in Business Support Home and choose Request review in the “What you can do” section. Meta says its review is typically completed in 48 hours, that the number of reviews is limited, and that once a review is completed “the decision is final”. A support case is not a way around that.

Most other business problems are support cases. Meta’s own help pages send people to Contact support for, among others:

• payments that keep failing after you have tried the usual fixes, per Meta’s failed payment page, which says to click Contact support at the bottom of Business Support Home;
• disputes over who has full control of a business portfolio, where Meta’s full control request says to start a chat and choose Business Manager admin dispute;
• suspicious or unauthorized activity in a portfolio, which Meta’s security best practices say to report to the support team.

If your portfolio has been taken over, the steps before the support case matter more than the case itself; our guide to a hacked business portfolio covers them.

How to open the case

1. Use a computer and go to Business Support Home. Meta’s troubleshooting steps for restricted accounts start “on a computer”, and in our experience the full set of support options is easier to reach there than in the apps.
2. Log in with the right profile. Meta’s full control article asks you to make sure you are logged in with the Facebook profile associated with the business portfolio.
3. Click Contact support, at the bottom of the Business Support Home page.
4. Choose the issue and the asset. Pick the closest issue Meta offers and the specific ad account, Page or portfolio. The issue matters: Meta’s full control article, for example, names the exact issue to choose.
5. Pick a channel if one is offered, chat or email, and send your first message.

Meta does not publish who is offered chat. In our experience, availability varies with the account, the issue, the language and the region, and some accounts see only help articles. If you see no contact option at all, check that you are logged in with a profile that has a role on the asset; if you are, the review process and Meta Verified are the remaining official routes.

What to put in the first message

Agents work from what is in front of them. A first message that fits on one screen gets further than a long story:

Business portfolio ID [number], ad account ID [number] (if relevant). Issue: [one sentence, e.g. “Payments fail with error X since [date]”]. What we already did: [steps, with dates]. What we are asking for: [one specific action or answer]. Screenshots attached: [list].

Meta’s Meta Verified support page asks for exactly this kind of detail: “provide as much detail as possible” and attach “screenshots or videos that show the issue”. It applies just as well to any case.

Tracking the case

Meta documents case tracking most clearly for Meta Verified. Its page on contacting Meta Verified support for your business says:

• you receive a case ID number, and should use it in any follow-up;
• you can check the status in Business Support Home or on the Meta Verified support screen, logged in to the right account;
• statuses include “Received”, “In Progress” and “Completed”, and you can reply while a case is open;
• if you do not respond to the agent within 7 days, the case closes automatically, and closed cases cannot be reopened;
• you can only have one active chat at a time.

The 7 day rule is the one that catches people. If an agent asks for a document, send it, even if it is only to say you are still collecting it.

If you have Meta Verified for business

The same page lists what the subscription adds: chat agent support and 24/7 email support on all plans, prioritized support on Plus, Premium and Max, phone support by requesting a call on Premium and Max, and active case monitoring on Max. Two practical limits: in Meta Business Suite, support is computer only, and you need full control of the business portfolio to contact Meta Verified support through Facebook or Business Suite. On Instagram, anyone with access to the professional account can contact it, from the mobile app.

Meta lists the issues this channel handles: the subscription itself, its billing, verification status, general account access or security, and Page or profile management. It is useful for access problems and stuck processes. Our guide to what Meta Verified support can and cannot do explains why it is not a shortcut through a restriction review.

In the European Union

Meta’s page on phone support availability says people in the EU can use a separate form that routes them to support for their issue. Meta says you receive an automated email about your report and, in some cases, a unique reporting number.

Phone numbers and fake support

The same page is unambiguous: Meta “doesn’t have a general public phone number available for customer service”, and phone numbers claiming to be Meta customer support “are potentially scams”. If someone calls or emails about your business accounts, Meta’s page on Business Support Home says you can check there whether the message really came from Meta. Our guide to contacting Facebook support covers the fake helplines in more detail.

When to get help

Opening a case is free and you should do it yourself. Help is worth it when the case keeps closing without an answer, when the problem is really a restriction that needs a review, or when you need the right documents in front of the agent the first time. Our Business Manager and ad account appeals service prepares the case and the review through Meta’s official channels, and starts with a free case review. We have no private line into Meta, we cannot promise an outcome, and we will tell you when the honest answer is that Meta’s decision stands.