How to open a case with Facebook Business Manager
To open a support case, log into Facebook Business Manager, go to the Help menu in the top right corner, and select "Get Help." From there, you can describe your issue and choose whether to contact support by chat, email, or phone. Facebook will assign your case a reference number and route it to the appropriate team based on your problem type.
The speed of your response depends on your issue type and account status. Account suspension or billing disputes typically get faster responses than general questions. If you have a Facebook Marketing Partner or agency managing your account, they can also open cases on your behalf through their own Business Manager access.
Not all issues can be resolved through a support case. Some problems — like account restrictions or policy violations — require you to follow specific appeal processes instead of opening a standard support ticket.
Key Takeaways
- Open a case by clicking Help in the top right of Business Manager, selecting "Get Help," describing your issue, and choosing your contact method.
- Facebook assigns each case a reference number you can use to check status or follow up on the same issue later.
- Account suspensions and billing problems usually receive responses faster than general account questions.
- Some issues like policy violations require an appeal process rather than a standard support case.
- If you manage multiple accounts, make sure you are in the correct Business Manager before opening a case.
Where to find the Help menu in Business Manager
The Help menu appears in the top right corner of Business Manager, next to your profile picture. It looks like a question mark inside a circle. Click it and you will see a dropdown menu with several options, including "Get Help," "Business Community," and links to Facebook's learning resources.
Select "Get Help" to start the case process. This opens a form where you describe what is wrong. Be specific about which tool you were using (Ads Manager, Pages, Catalog, etc.) and what happened. Include error messages word-for-word if you received one.
What information Facebook asks for when you open a case
Facebook will ask you to select a category for your issue — such as "Account Access," "Ads & Campaigns," "Billing," "Pages," or "Monetization." Choosing the right category helps route your case to the team that can actually solve it. If you are unsure, pick the closest match and explain in the description field.
You will also need to provide your Business Manager ID or the specific ad account, page, or asset affected by the problem. If you do not know your Business Manager ID, you can find it in Business Manager settings under "Business Information." Having this number ready speeds up the process.
Describe the issue in plain language. Include when it started, what you were trying to do, and any steps you have already taken to fix it. If the problem involves money — a charge you do not recognize or a refund you requested — include the transaction date and amount.
How to choose between chat, email, and phone support
Facebook offers three ways to contact support depending on your issue type and account status. Chat is usually available for urgent problems and gets you an answer within minutes to a few hours. Email takes longer — typically one to three business days — but creates a written record you can reference later.
Phone support is available for some account types and issue categories, particularly billing disputes and account suspensions. You will see the phone option only if it is available for your specific problem. If you do not see a phone number, that issue type does not currently offer phone support.
Choose chat if you need an answer quickly and your issue is straightforward. Choose email if you need to attach documents, screenshots, or detailed explanations. Choose phone if the option appears and you prefer to talk through the problem directly.
Tracking your case and following up
When you submit a case, Facebook gives you a reference number. Write this number down or take a screenshot. You can use it to check the status of your case or to reference it if you need to follow up.
If you do not hear back within the timeframe Facebook provides, you can open the Help menu again and select "Check Case Status." Enter your reference number to see where your case stands. Do not open a duplicate case for the same issue — this slows down resolution because support has to consolidate the tickets.
If support asks you for additional information, respond as soon as you can. Cases that go unanswered for a week or more may be closed automatically, and you will have to start over.
When to use an appeal instead of opening a support case
If your account was suspended, your ad was rejected, or your page was removed, you may not be able to resolve it through a standard support case. Facebook handles these situations through formal appeal processes instead. You will usually see a link to appeal directly on the notification or error message you received.
Appeals for policy violations go to a different team than general support cases and follow a different timeline. You typically get one response to an appeal, and if it is denied, you cannot appeal the same decision again. Before appealing, read the specific policy you violated so you understand why the action was taken.
If you are unsure whether your issue requires an appeal or a support case, open a support case and explain the situation. Support can tell you whether an appeal is the correct path and point you to the appeal form if needed.
Common reasons support cases are closed without resolution
Facebook closes cases without fixing the problem when the issue falls outside their support scope. This includes requests to change someone else's account, demands for refunds that violate the ad policy, or questions about how to use a feature (those go to the Business Community instead).
Cases are also closed if you do not respond to requests for more information within a reasonable time. If support needs a screenshot, a transaction ID, or clarification about what you were doing when the problem occurred, provide it quickly. Silence for more than a week usually triggers automatic closure.
If your case is closed and you believe it was resolved incorrectly, you can open a new case and reference the old one. Explain what was not fixed and provide any new information that might help. This is more effective than arguing in the comments of the closed case.
Frequently Asked Questions
What is the difference between opening a case and posting in the Business Community?
A support case goes to Facebook staff who can access your account and investigate technical problems. The Business Community is a forum where other Business Manager users answer questions about how to use features. Use a case for bugs, billing errors, or account issues. Use the Community for how-to questions and strategy advice.
Can I open a case if I do not have admin access to the Business Manager?
You need at least employee-level access to open a case. If you are a contractor or team member with limited permissions, ask an admin to open the case on your behalf. They can include you in the conversation so you see the responses.
How long does it usually take to get a response?
Chat support typically responds within minutes to a few hours. Email cases usually get a response within one to three business days. Billing and account suspension cases often move faster than general questions. Facebook does not may provide response times for all issue types.
What should I do if support tells me they cannot help?
Ask support to explain why the issue is outside their scope and what the correct next step is. If they point you to an appeal process, follow that instead. If they suggest the Business Community, search there first to see if someone has already solved the same problem.
Can I open a case for multiple accounts at once?
No. Open a separate case for each account or ad account affected. If the same issue affects multiple accounts, mention that in each case description so support can investigate whether it is a system-wide problem rather than account-specific.