Table of contents
Probably everyone who has dealt with paid advertising on Meta platforms has encountered a problem they couldn’t solve on their own. Pixel implementation, conversion counting or at least campaign setup — we usually don’t have a problem with them. However, it happens that the way that usually worked, this time did not work. This may be due to errors on Facebook’s side, unusual configuration of client resources or other factors. The Meta Help Center can help us solve such a problem. There we can find the most common issues described, and also contact a specialist. However, this is not the only way to contact Support. You can read about this and other ways in the article below.
Meta Help Center
Facebook, Messenger, Instagram and WhatsApp all have their own help centers where we can find information on how to use the apps, FAQs and the most common problems. However, we, from the point of view of those involved in advertising, are interested in the Meta Business Help Center (Meta Business Help Center).
To get there, click the question mark symbol in the left menu of the ad manager. Then select “Help Center” in the expanded window. We can also go to the help center directly through the link: https://business.facebook.com/business/help/
Before using the site, it’s a good idea to make sure you are logged into the correct account. Those who are not logged in cannot access some options, such as contacting a specialist.
Before contacting someone on the other side of the screen, however, it’s a good idea to look through the list of articles and use the topic search engine. Only when you don’t find an answer there should you direct yourself to a specialist by clicking the blue button that says “Get Started” and then “Contact Advertising Support.”
Moving on, we will need to complete the application form, which should include:
- The type of problem;
- Advertising account affected by the problem;
- Problem — here we will see a list of potential problems. We can either point to the one that affects us or select the “Other problem” option. This allows us to contact support directly via chat.
- Data regarding the request, i.e.:
- Additional information about the problem;
- E-mail address;
- Screenshots or other files;
- Phone number;
After completing all the information, click the “Start Chat” button, which will open a conversation with a consultant in Messenger.
Meta Business Suite
Another way to get help from a Meta specialist is to go to Meta Business Suite and then select “Help” from the left menu. As a result, a pop-up will appear on the right, where we can:
- Use the search engine for articles that can solve our problem;
- Review additional resources, such as regulations, guides and the Blueprint e-learning platform;
- Connect with a consultant using the Messenger application. We will do this by selecting the “Contact the support team” button. Here we will have to fill out a form, the same as with the previous method. The result will also be the same — a conversation with a specialist via Messenger.
Invitation to call
Each advertising account also has an individual account manager assigned to it on the Meta side. He or she usually takes care of many other accounts, so that he or she does not spend too much time on specific clients. The custodian is not permanently assigned to the account — they rotate, swapping accounts every few months. It may happen that a message from just such a custodian lands on our mailbox (if you maintain more accounts, pay attention to the number of the account to which the message applies — you will find it in the upper right corner).
The email will include an invitation to a conversation about the advertising account, its growth potential and possible new features on the advertising platform. It is worth taking advantage of such an opportunity and, using the “Schedule a call” button, arrange a meeting. Getting a look from someone “from that side” can help you find new ideas for running your account, especially if the results don’t satisfy you.
An account manager can also answer our questions about virtually any aspect of managing ads on Facebook, Instagram or other channels from Meta. And even if the person doesn’t know the answer, he or she will redirect the question further, so that we will eventually get the answer.
Account manager can also answer our questions.
Message after logging into an advertising account
Similar to the above case, we can get an option to schedule a call after logging into an advertising account. This should alert us that either something in the account is not working well, or Meta has again made some changes that require user interaction.
By clicking on the “Request call” button, we will be taken to a form where we will fill in the data, such as:
- Name and surname;
- Company name;
- E-mail address;
- Phone number;
- Date of call;
It is worth emphasizing that in this case, as well as in the previous method described above, the solutions presented by the specialist should be tailored as much as possible to the advertiser’s account and goals. Thus, there is no getting around the interview about the product or service, as well as the available budget or the ability to interfere with the website.
Reporting a problem
In case our account does not have the option to start a chat or pre-arranged conversation with support, we should report the problem through the form and wait for a response. This option will not provide us with real-time contact, and we may have to wait up to several days for a response.
To do this, after logging into the account (not the ad manager!), click on the profile picture in the upper right corner, and then go to the “Help and support” menu. Here we will have three options to choose from:
- Help Center, which I have already described above.
- The Inbox of the Help Panel, where we can find answers to our previous requests.
- Report a problem, which is an option that allows us to send information about a detected problem to specialists. Completing the form, we need to indicate one of the dozens of areas affected by the report. We should also describe the problem, providing as much detailed information as possible, and attach screenshots or a recording containing the fault.
This option is also used to send feedback and suggestions for improvements that can be implemented on Meta platforms in the future.
What to report to support?
Firstly, all errors and irregularities that appear on our account. If it seems to you that you have paid too much for ads, it is also worth clarifying this. Sometimes Facebook refunds some money if its spending was unjustified. And what else?”
- Mistakes regarding Pixel configuration, conversion creation or use of the tracking API
- Incorrect import of products from product file
- Rejected ads.
- Incorrect data on invoices.
- Problems with the configuration of the advertising account.
- Advertising account blocking
- Target audience settings
And many other issues that will acutely keep your head busy. However, before you contact support, it is worth reviewing our blog — it is possible that we have already described the problem you encountered.
The topic of contact with the help of Facebook (or Meta in general) is not extensive. It is worth realizing that we have such an opportunity not only in matters of technical settings. Of course, a specialist or account manager will not prepare for us the entire advertising strategy, texts and graphic materials (in this regard, you have to rely on yourself or marketing agency). Optimal budget you also have to work out on your own. However, it can suggest how to select target groups or where to place ads so that they have the best chance of reaching their target.
Finally, it’s worth mentioning that Facebook does not have a public hotline or general email address for support. Contact is only possible via chat, forms or by message to the account manager.
There are no other options.
Hi! I have been involved in internet marketing for almost two years. I click on the computer and spend money that is not my own in such a way that it is most profitable for the owner of that money :) Despite a relatively short presence in the marketing industry, I have dealt with the largest Polish e-commerce companies. At UpMore I am responsible for managing projects including: in Google Ads, Facebook Ads and Apple Search Ads.