Media support | Facebook Media and Publisher Help Centre

archived 8 May 2019 20:10:31 UTC
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Media support

Your one stop for Facebook and Instagram media partner support

Welcome

Hi Nathan, welcome to media support!

Facebook's Media Help Centre provides media partners with a one-stop place to access support content and best practice information for managing their Facebook and Instagram accounts. In this help centre, there are answers to many of the more popular questions you may have about your accounts.
Log in to your Facebook account to get support. We welcome any feedback you have so please let us know how we can improve your experience by taking this survey.
FAQs
FAQs

Answers to some of your most frequently asked questions

Requesting a blue verification badge isn't available at the moment.
While some accounts that represent public figures and media organisations are verified, and as a result have a blue verified badge next to their names, not every media and public figure account is verified on Facebook and Instagram.
If your account doesn't have a blue verification badge, there are other ways to help let people know that you're authentic. For example, you can link to your Facebook profile or Page from your official website or Instagram profile. An account that isn't verified can request that impostor accounts be removed. An account that hasn't been verified also has as much ability to develop and grow its followers as an account that has been verified.
Never engage with individuals or businesses that offer to secure you a blue verification badge in exchange for money. We don't sell blue verification badges, and any accounts associated with selling blue verification badges will have their badges removed. We also reserve the right to remove the blue verification badge from accounts at our discretion.
Learn more about verification.
We're committed to removing impostor accounts on Facebook and Instagram as soon as we become aware of them. We'll remove accounts that falsely claim to represent your official presence, but bear in mind that fan Pages and opinion accounts generally don't violate our Community Standards Policy.
How do I report a Page or profile from Facebook?
  1. Go to the Page or profile from a computer.
  2. Click on the three dots below the cover photo.
  3. Scroll down and select Report or Report Page and then follow the on-screen instructions.
How do I report an Instagram account?
  1. Tap on the three dots in the top-right of the account.
  2. Select Report and then follow the on-screen instructions.
What can I do if I don't have a Facebook or Instagram account?
If you do not have a Facebook account, click here to report impostors.
If you do not have an Instagram account, click here to report impostors.
You can only request to merge eligible accounts. Both the accounts must have similar names and represent the same thing.
How do I merge two Facebook Pages?
Two Facebook Pages can be merged only if the following criteria apply:
  • The Pages are on the same topic
  • The Pages have similar names and represent the same thing
  • The Pages have the same admin
  • If the Pages are associated with a physical address, that location must be the same for both Pages
Before you request a Page merge, please make sure that any campaigns you're running aren't pointing to the Page that will be deleted.
Click here to request a merger of two Pages.
If you're unable to merge your Pages, it means that your Pages aren't eligible to be merged. If your Pages can be merged, the Page that you want to keep will remain unchanged, except for the addition of people who like the Page and check-ins that were merged from the other Page. The Page you don't want to keep will be removed from Facebook, and its posts, photos, reviews, ratings and the username will be deleted. This process can't be undone. Learn how to download and save your Page content.
Note: If your Pages are on Business Manager, you can go to business.facebook.com/pages/merge to merge them.
Can I merge Facebook profiles?
We don't offer a way to merge two profiles because it's against Facebook Community Standards to maintain more than one personal profile. Please download the information that you've added to the account you don't want to keep and delete your duplicate account.
Converting your profile to a Page
You've done a great job adding friends and photos to your personal Facebook profile. Now you can copy them over to a free Facebook Page to keep growing.
Click here to create a Page based on your profile.
Can I merge two Instagram accounts?
It isn't currently possible to merge Instagram accounts.
You can submit a request to change your name only if the new name for your Page or personal profile meets our guidelines.
How do I update my name on my Facebook profile?
  1. Review our Profile Name Standards
  2. Click in the top-right corner of Facebook and select Settings.
  3. Click Name.
  4. Enter your name and click Review change.
  5. Enter your password and click Save Changes.
Bear in mind that you can only change your name every 60 days. Your profile name should be one that appears on an ID or other official documentation.
How do I change my Facebook Page's name?
Facebook Page names must accurately reflect the Page's topic. You'll need to be an admin to request a change to your Page's name. Changing your Page's name won't affect its username.
To request a change to your Page name:
  1. Review our Page name standards
  2. Click About on the left-hand side of your Page.
  3. Under General and Name, click Edit.
  4. Enter a new Page name and click Continue.
  5. Review your request and click Request change.
If you don't see the option to edit your Page's name:
  • You don't have a Page role that allows you to change your Page's name. Learn how to see your Page role.
  • You or another admin recently changed your Page's name.
  • There may be limits on your Page.
If you are able to submit a name change request, bear in mind that it may take up to three days to review your request and we may require additional information before you receive a final decision. If your name change is approved, you won't be able to unpublish the Page or change the name again for seven days. During this 7-day period, we may also let the people who like your Page know that the name's been updated.
How do I change my Facebook username?
To change the username (URL/vanity) for your Facebook profile:
  1. Click (drop-down icon) in the top-right of any Facebook Page and select Settings.
  2. Click Username.
  3. Enter your new username and your password, then click Save Changes.
To change your Page's username, you'll need to be a Page admin:
  1. Review our Username Guidelines
  2. Click About on the left-hand side of your Page.
  3. Under General and Username, click Create Page @username or Edit.
  4. Enter a new username and click Create username.
If the username you want isn't available, it could be for a variety of reasons. For example, even if you think a username isn't being used, it could be taken by a Page that isn't published yet. If a username becomes available, it could be given to the first account to request it after it becomes available.
How do I update my account name/username on Instagram?
To update your username:
  1. Go to your profile by tapping (icon).
  2. Tap Edit profile.
  3. Type in your new username and then tap Done or Save in the top right.
You can also update your username from your web profile.
If you ever forget your password or lose access to your account, you can use one of the options below to help identify the issue or regain access to your account.
How do I request a password reset?
Learn how to reset your Facebook password or reset your Instagram password through email or Facebook.
Why did I lose access to my Facebook Page?
You may have lost access to your Page for one of these reasons:
What can I do if my account has been disabled?
Facebook
We disable Facebook accounts that don't follow the Facebook Terms. Some examples include:
  • Posting content that doesn't follow the Facebook Terms
  • Using a fake name
  • Impersonating someone
  • Continuing behaviour that's not allowed on Facebook by violating our Community Standards
  • Contacting other people for the purpose of harassment, advertising, promoting, dating or other conduct that's not allowed
If you think your account was disabled by mistake, please submit an appeal.
Note: If you don't see a disabled message when you try to log in, you might be experiencing a login issue. Please visit our Help Centre for help logging in. In some cases, we may not issue a warning before disabling your account. Also note that we don't restore accounts that were disabled for severe violations of the Facebook Community Standards.
Instagram
If your Instagram account was disabled, you'll see a message telling you when you try to log in. Accounts that don't follow our Community Guidelines or Terms of Use may be disabled without warning. We suggest that you review the Community Guidelines carefully along with the posts on all accounts that you've created.
If you think your account was disabled by mistake, you may be able to appeal the decision by opening the app, entering your username and password and following the on-screen instructions.
If you don't see a disabled message, you may be experiencing a login issue. If your account was deleted by you or someone with your password, it is not possible to restore it. You can create a new account with the same email address that you used before, but you may not be able to get the same username.
Your account may have been hacked if you notice that your email or password has changed, your name or birthday has changed, friend requests have been sent to people you don't know, messages have been sent that you didn't write or posts have been made that you didn't create. If you think your account has been hacked or taken over, we can help you secure it.
How do I secure a hacked Facebook profile?
If your profile has been hacked, secure it here or try our Guided Help tool.
How do I secure a hacked Facebook Page?
If you can't access your Page, check to see if another admin of the Page may have removed you. Contact a Page admin and ask them to add you back. Bear in mind that there are different kinds of Page roles, and only admins can add or remove people.
If you think your Page was taken over by someone, it may mean that your profile or the profile of another Page admin was hacked:
  • If your profile was hacked, secure it here.
  • If you think that another Page admin was hacked, have them access the previous link or check the Hacked accounts section of the Help Centre to get immediate help.
How do I secure a hacked Instagram account?
If you're still able to log in to your Instagram account
If you think that your account has been hacked and you're still able to log in, here are some things you can do to help keep your account secure:
  • Change your password or send yourself a password reset email
  • Revoke access to any suspicious third-party apps
  • Turn on two-factor authentication for additional security
If you can't access your account, you may be able to get additional help through the Instagram app:
  1. Open the Instagram app on your mobile device.
  2. On the login screen, tap Get help signing in below Log In.
For more options:
On android:
  1. Tap Use username or email, then enter your username or email. Learn more about what you can do if you don't know your username.
  2. Tap -> in the top right.
  3. Tap Don't have access to any of these?, then follow the on-screen instructions. Note: If you think your username or email was changed as a result of your account being hacked, you can try these steps again using both your username and email.
On iOS:
  1. Enter your username or email. Learn more about what you can do if you don't know your username.
  2. Tap Other issues? below Send login link, then follow the on-screen instructions. Note: If you think your username or email was changed as a result of your account being hacked, you can try these steps again using both your username and email.
How can I keep my account secure?
Help protect your Facebook accounts by turning on login alerts and login approvals. You can also use Security Check-up to review and add more security to your account. To learn more ways to secure your accounts, take a look at these resources in the Help Centre.
You can also turn on two-factor authentication and follow these security tips to help keep your Instagram account safe.
Your account's privacy settings let you manage basic privacy preferences for the content that you share on Facebook and Instagram and your Facebook Page's settings let you proactively moderate content and control what visitors can post on your Facebook Page.
How can I adjust my privacy settings on Facebook?
You can view and adjust your privacy settings at any time to control who can see what's on your profile and timeline.
You can also view and adjust some of the most used privacy settings and tools from your Privacy Shortcuts at the top-right of any Facebook Page.
How can I adjust my privacy settings on Instagram?
Controlling your visibility:
To set your posts to private from the Instagram app:
  1. Go to your profile.
  2. Tap the settings icon in the top right.
  3. Turn on the Private account setting.
Blocking users:
To block someone:
  1. Tap their username to open their profile.
  2. Tap the three dots in the top right.
  3. Tap Block user.
To unblock someone, follow steps one to two above, and then tap Unblock user.
Removing followers:
If your account is set to private, you can remove people from your followers list:
  1. Go to your profile.
  2. Tap Followers at the top of the screen.
  3. Tap to the right of the follower who you'd like to remove, then select Remove.
How can I proactively moderate my Facebook Page?
Blocking words from appearing on your Page:
When people include a word you've blocked in a post or comment on your Page, it'll be automatically marked as spam and hidden from the Page. To block words:
  1. Click Settings at the top of your Page.
  2. Click Page moderation.
  3. Type the words you want to block, separated by commas. You'll need to add both the singular and plural forms of the word you want to block.
  4. Click Save Changes.
Turning on a profanity filter:
You can block different degrees of profanity from appearing on your Page. Facebook determines what to block by using the most commonly reported words and phrases marked offensive by the community. To turn on profanity filter:
  1. Click Settings at the top of your Page.
  2. Click Profanity filter.
  3. Select Medium or Strong.
  4. Click Save Changes.
Blocking users from your Page settings:
You can block specific users from your Page, so they can't see or engage with your content. To block users:
  1. Click Settings at the top of your Page.
  2. Click People and other Pages in the left column.
  3. Select People who like this.
  4. Click next to the person you want to ban and select Remove.
Choosing who can post on your timeline:
To choose whether other people can post on your Page's Timeline, follow these steps:
  1. Click Settings at the top of your Page.
  2. Click Visitor posts.
  3. Click to choose Allow visitors to the Page to publish posts or Disable posts by other people on the Page. If you allow other people to post on your Page's timeline, you can choose whether to Allow photo and video posts orReview posts by other people before they are published.
  4. Click Save Changes.
Controlling who can tag photos:
To control whether other people can post on your Page's timeline, follow these steps:
  • Click Settings at the top of your Page.
  • Click Tagging ability.
  • Click to tick the box next to Allow others to tag photos and videos published by [Page name]. You'll then be able to choose whether to Allow photo and video posts or Review posts by other people before they're shown on your Page.
  • Click Save Changes.
What do I need to know about critical discussions of public figures?
We permit open and critical discussion of people who are featured in the news or have a large public audience based on their profession or chosen activities. We remove credible threats to public figures, as well as hate speech directed at them – just as we do for private individuals.
If you want to report something that goes against our Community Standards (e.g. nudity, hate speech, violence), use the Report link near the post, photo or comment to report it to us.
We are committed to helping people and organisations protect their intellectual property rights. Learn more about reporting intellectual property infringements on Facebook and Instagram.
How can I report a violation of my intellectual property on Facebook?
Click here to report an intellectual property violation on Facebook.
How can I report a violation of my intellectual property on Instagram?
Click here to report an intellectual property violation on Instagram.
Content that I posted has been removed because it was reported for intellectual property (copyright or trademark) infringement. What are my next steps?
When we receive a report from a rights owner claiming that content on Facebook or Instagram infringes their intellectual property rights, we may need to promptly remove that content without contacting you first.
If we remove content that you posted because of an intellectual property report through our online form, you'll receive a notification that includes the name and email address of the rights owner who made the report and/or the details of the report. If you believe that the content shouldn't have been removed, you can follow up with them directly to try to resolve the issue.
If the content was removed under the notice and counter-notice procedures of the United States Digital Millennium Copyright Act (DMCA), you may be able to file a DMCA counter-notification. Similarly, if the content was removed based on US trademark rights and you believe that the content should not have been removed, you will be provided with an opportunity to submit an appeal. In these cases, you'll receive further instructions about this process in the notification that you receive.
If you're experiencing any technical issues with your account, try these troubleshooting tips:
  1. Make sure that you're using the latest version of Facebook and Instagram. You can also check Facebook Media for the latest product updates.
  2. Search the Facebook and Instagram Help Centres to see if there's an article that covers your issue.
  3. Check to see if your issue is covered in the Known issues section on the Instagram Help Centre or Facebook Business News.
  4. Check your Internet connection to see if the problem is because of a weak Wi-Fi or mobile data connection.
  5. If you're using a computer, try:
    • Log out, clear your cache and browser history, restart your device and log in again
    • Log out of any third-party apps or browser extensions that are connected to your Facebook or Instagram accounts
    • Disable any third-party add-ons to your browser
  6. If you're on mobile, log out, uninstall the app, restart your device, reinstall the app and log in again.
  7. Try using Facebook or Instagram from a different computer, browser or mobile device.
If none of these tips work, it's time to report a bug!
Reporting problems when they happen helps make Facebook and Instagram better, and we appreciate the time it takes to give us this information. Every bug is different, as is the time it takes to resolve it. Once you submit a report, we will review it immediately and contact the appropriate team in order to have the issue resolved as soon as possible.
How can I report a bug on Facebook?
To report a problem from your desktop:
  1. Click the blue question mark in the top-right corner of a Facebook Page (e.g. your home page).
  2. Select Report a problem and follow the on-screen instructions.
To file a bug on the Facebook mobile app:
  1. Tap More.
  2. Scroll to the bottom and tap Help and support.
  3. Tap Report a problem > Something isn't working.
  4. Select the Facebook product you're having a problem with, then describe your problem. Please include the steps you took to encounter the issue.
  5. Add a screenshot from your camera roll by tapping .
  6. Tap Send.
Giving more detail such as a link to the Facebook Page/profile experiencing the issue, a step-by-step description of the actions that you took when you encountered the issue, device information and adding a screenshot helps us find the problem.
How can I report a bug on Instagram?
To file a bug from the Instagram app:
  1. Go to your profile.
  2. Tap the settings icon in the top right, and then scroll down and tap Report a problem.
  3. Tap Something isn't working and explain the problem you're seeing.
Make sure that you include as much information about the problem as possible in your report. Information such as the kind of mobile device that you were using and what you were doing when the problem occurred may help us in resolving the issue.
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