If you’ve ever managed a Facebook Page or Group for a client, you know how frustrating and painful the platform can be. Between evolving interface changes and random technical glitches, just keeping things running smoothly can feel like a full-time job.
We’ve seen it all:
- Account access issues that block clients from logging in, finding their business assets or chasing down ownership.
- Admin roles that mysteriously disappear or get downgraded.
- Business Manager bugs that make even simple tasks—like assigning a Page or connecting Instagram—unnecessarily complicated.
So when a client recently had trouble linking their Instagram account to their Facebook Page, I braced myself for yet another hours-long rabbit hole of endless help article loops and dead ends.
Instead, I found something new—and kind of magical.
I’d gone through all the usual steps—double-checked permissions, toggled settings, retried the connection through Business Suite—but nothing was working.
So I started clicking around in Meta Business Suite, hoping for a hidden setting or option I might have missed. That’s when I saw something I’d never seen before: the ability to submit a help ticket directly to Facebook support.
Naturally, I jumped on it.
I filled out the form, uploaded screenshots, described everything I had tried so far, and asked for next steps. After hitting submit, I wasn’t sure what to expect.
To my surprise, I got a response.
Not just an automated message—an actual person reached out via Messenger to my personal Facebook profile. We went back and forth chatting through the issue, and after a few attempts, they advised me to leave the connection alone for a bit to let the backend “cool off.” Apparently, I had made too many changes too quickly. They told me I could follow up with a reference number if the issue continued.
Here’s the catch: once the chat was disconnected, I couldn’t reopen it. It was marked as “closed,” and they didn’t provide instructions for how to find the help ticket submission link again.
Still, the fact that I got a live response from a real Facebook representative was a first in my career—and I’ve been managing social media for a long time.
It’s unclear whether this feature is here to stay or just a temporary test, but I sincerely hope it continues. I know many business owners and social media managers who get stuck in endless loops with no clear path to support.
Have you come across this feature in Meta Business Suite? Were you able to get real help too? I’d love to hear your experience.
Checklist For Trying Facebook Support
If you want to try contacting Facebook support, here’s what I recommend:
- Open Meta Business Suite (desktop is best).
- Click around in Settings or Help to look for a “Contact Support” or “Get Help” button—it may be under “More Tools” or tied to your Business account.
- Have your screenshots ready, and write a clear summary of the issue and steps you’ve already taken.
- Watch your personal Messenger account for a response (this surprised us too!).
- Save the reference number they give you in case the issue comes back—you won’t be able to reopen the chat.
And by the way—just a few days later, I was able to successfully connect the client’s Instagram to their Facebook Page. It was such a great way to start the week!
Let us know if you try it—we’d love to hear how it worked for you!