Opening a support case in Facebook Business Manager
To open a support case, go to Business Manager, click the question mark icon in the top right corner, then select "Get Help" from the dropdown menu. From there, you can describe your issue and choose whether you want to contact support by chat, email, or phone. Facebook will assign your case a reference number so you can track it.
The process takes about two minutes. You do not need to be the account owner — any person with access to Business Manager can open a case. Facebook will route your issue to the right team based on what you describe, though response times vary depending on the problem type and your account status.
Key Takeaways
- Open a case by clicking the question mark icon in Business Manager's top right corner and selecting "Get Help."
- You will need to describe your issue clearly and choose your preferred contact method — chat usually responds fastest.
- Facebook assigns every case a reference number that you can use to check status or follow up later.
- Response time depends on issue type and account status, ranging from hours for urgent problems to several days for general questions.
- Keep your case reference number and any screenshots of the problem so you can reference them if you need to escalate.
When to open a case versus using the help center
Before opening a case, check the Facebook Business Help Center — many common problems have answers there without waiting for support. Search for your issue by name (for example, "ads account disabled" or "pixel not tracking"). If you find an article that matches, read through the troubleshooting steps first.
Open a case when the help center does not address your problem, when you have already tried the suggested steps and they did not work, or when your account is locked or restricted. Cases are also the right route if you need Facebook to review a decision — for instance, if your ad account was disabled and you want to appeal.
What information to have ready before you contact support
Gather these details before you start the case so you can provide them quickly: your Business Manager ID (found in Business Manager settings), the specific ad account, page, or asset that has the problem, and the date the issue started. If an error message appeared, write down the exact text or take a screenshot.
If your issue involves an ad that was rejected or an account that was disabled, have the rejection reason or notice in front of you. If you are reporting a hacked account or unauthorized activity, note the date and time you first noticed it. The more specific you are, the faster support can investigate.
Choosing your contact method
Facebook offers three ways to contact support: chat, email, and phone. Chat is usually the fastest — you can often connect with someone within minutes during business hours. Email takes longer but creates a written record you can reference later. Phone support is available for some account types but not all.
If your issue is urgent (account locked, ads not running, payment problems), choose chat. If you need time to gather information or prefer written communication, choose email. Phone is useful if you have already tried other methods and need to escalate, or if the issue is complex and requires back-and-forth conversation.
Understanding case status and follow-up
After you open a case, Facebook sends a confirmation email with your reference number. Use this number if you need to follow up or check status. You can return to the same "Get Help" menu and select "View your cases" to see where your issue stands.
Most cases show a status like "Open," "In Progress," or "Resolved." If your case has been open for more than a week without response, you can follow up using the same reference number. If support asks you for more information, respond as soon as you can — cases sometimes close automatically if you do not reply within a certain timeframe.
What to do if support cannot resolve your issue
If the first response does not solve the problem, reply to the same case rather than opening a new one. Keeping everything in one case helps support understand the full context. Explain what you already tried and why it did not work.
If support tells you the issue cannot be resolved (for example, if a policy violation decision is final), ask whether there is an appeal process. Some decisions, like ad rejections or account restrictions, can be reviewed if you provide new information or context. If there is no appeal available, ask support to explain the decision in writing so you have documentation.
Common reasons cases get delayed or closed
Support may close a case without resolving it if you do not respond to requests for information within the timeframe they give you. If this happens, you can reopen the case or start a new one with the additional information. Avoid opening multiple cases about the same issue — this actually slows things down because each case goes to a different team member.
Cases also take longer if your account has a history of policy violations or if the issue involves a decision that requires manual review. If you know your account has had problems before, mention that upfront and explain what you have done to prevent it from happening again.
Frequently Asked Questions
How long does it take Facebook to respond to a support case?
Chat support usually responds within minutes to a few hours during business hours. Email can take one to three business days. Phone support, when available, connects you when ready. Response time also depends on how busy support is and how complex your issue is.
Can I open a case if I am not the Business Manager owner?
Yes. Anyone with access to Business Manager can open a support case. However, if the issue involves account ownership or billing, support may ask to speak with the account owner or ask for verification before they can help.
What if I lose my case reference number?
Go back to Business Manager, click the question mark icon, and select "View your cases." You will see all your open and closed cases with their reference numbers. You can also check your email — Facebook sends the reference number in the confirmation message.
Can I request a specific support agent or escalate to a manager?
You cannot request a specific agent, but you can ask for escalation if you believe your issue was not handled correctly. Mention in your reply that you would like your case reviewed by a supervisor and explain why you think escalation is needed.
What should I do if support asks me to do something that seems wrong?
Ask support to explain why they are recommending that step and what the outcome should be. If you are uncomfortable, ask for the recommendation in writing so you have documentation. You can also open a new case with a different support agent if you want a second opinion.