Locked out from Facebook? There’s a new lifeline for you

Locked out from Facebook? There’s a new lifeline for you

Locked out from Facebook? There's a new lifeline for you

Facebook has tested a live chat feature to help users whose access to their accounts is locked. Now, the social network plans to offer the option in more countries.

Guy Rosen, head of information security at Facebook’s parent company Meta, said on a press call that the social network had seen “positive results” from the experiment. In October, the social network offered the live chat tool to more than a million people, he said. Facebook users can be denied access to their account for a variety of reasons, such as unusual activity or violation of the social network’s rules regarding posting unauthorized content on the platform.

Facebook has been testing a feature that allows users to live chat in English with an agent since December 2021. The company has rolled out the experience in nine countries, including the US, UK, New Zealand, Australia. Australia, Canada, Nigeria, the Philippines and Bangladesh. and Pakistan. Rosen said the company plans to test the tool in more than 30 countries and some users will see the option when they follow the steps to recover their account. Facebook did not specify how many users will be part of the expanded experience.

The experience is an example of how Facebook is focusing more on customer service. Facebook users have long complained about the difficulty of connecting with a company employee, especially when they are locked out of their account. Facebook began creating a customer service division to help users whose accounts or posts were unexpectedly deleted, Bloomberg reported in August. Meta, which owns the Instagram photo service, has also launched a page where users can ask for help if their account has been hacked or disabled.

As Facebook looks for ways to provide customer service to its nearly 3 billion monthly active users, the social network must also balance security risks. Scammers have pretended to be Facebook customer service in the past. Hackers posing as Facebook users could also try to trick customer service agents into regaining access to accounts they have taken over.

“It’s a very important area for us and something we’re building on carefully,” Rosen said.

One step Facebook users can take is to update all contact information such as their email address and phone numbers, he said. Facebook users are twice as likely to recover their accounts if this information is up to date, Rosen said.

But hackers will also try to break into social media accounts through platforms outside of Facebook, such as email. In 2023, Rosen said, Facebook expects an increase in “off-platform targeting attempts” to compromise social media accounts.


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