Let’s be honest – this is a topic we visit way more than we’d like to.
You’d think in this digital age, the big tech giants like Facebook (or Meta, if we’re being fancy) and Google would have amazing customer support. But more often than not, when something goes wrong, you’re left in the dark, frantically clicking through help centre articles, sending support requests that feel like they fall straight into the void, and crossing your fingers that someone, ANYONE, might actually respond.
So… who you gonna call when your Facebook account disappears or locks you out?
Spoiler alert: it’s not Ghostbusters – it’s PN!
Whether an employee set up your Meta Business account and then moved on, you’ve run into a technical hiccup, or accidentally breached the mysterious Facebook Community Guidelines – trust us, we’ve seen it all. We’ve supported many ‘for good’ organisations through this exact nightmare, working closely with both our clients and Facebook to regain control of what should’ve been theirs in the first place.
The Problem
Our latest rescue mission? A NFP client with a Facebook following of over 70k reached out to us in a bit of a panic. They’d lost access to their Facebook / Meta Business account completely. On top of that, they’d apparently breached Facebook’s Community Guidelines due to a post that didn’t quite meet the mark – which only made things trickier.
No access. No way to fix the problem. And no one at Facebook getting back to them.
The Solution
We rolled up our sleeves and got to work.
This sort of job isn’t for the faint-hearted – it requires hours of patience, persistence, and some very careful navigating of Meta’s complex processes. We initiated direct communications with Facebook Account Managers (yes, they do exist – kind of like unicorns), made it through several rounds of support chats, and sorted out exactly who needed access to what.
Once we got access back (cue confetti cannons), we didn’t just hand it over and walk away. We sat down with the client, reviewed their content strategy, and helped them create new content guidelines. That way, moving forward, everything they share should now align with their mission and Facebook’s ever-changing rules.
A Little Reminder
This whole experience is a timely reminder for all of us, did you know that you don’t actually own your Facebook or your followers. Yep, even if you’ve spent years building a loyal online community. One wrong move, one lost login, and poof – it can all vanish.
So here’s our hot tip: always try to bring your followers into your own ecosystem. That means collecting emails, phone numbers, or other ways you can stay in touch, no matter what happens to your socials.
The Best Bit
Honestly, the best part of the whole thing was hearing our client’s voice when we told them they were back in. The pure relief, the happiness, the sense of control returning – that’s what makes this work worth it.
If you’re in the thick of a Facebook mess right now, just know – you’re not alone. And you’ve got someone to call… PN… Not Ghostbusters!
