Hackers claim to have tricked Meta’s AI chatbot into revealing passwords of several popular Instagram accounts, raising serious security concerns about the platform's reliance on artificial intelligence for customer support.
High-Profile Accounts Compromised
In recent days, a number of prominent Instagram accounts have been compromised, including the former White House account from the Obama administration, which still commands over 2.4 million followers. Other victims include the account belonging to the Chief Master Sergeant of the US Space Force and beauty brand Sephora’s account. The exact number of accounts affected remains unclear.
How the Hack Worked
Online cybersecurity researchers have alleged that the hackers gained access by exploiting Meta’s AI-powered support chatbot. Videos circulating in Telegram groups for cybersecurity researchers purport to show the method used. In one video, a hacker instructs the Meta AI chatbot to reset a targeted account’s password using a “password reset email” and then directs it to send the verification code to a new email address controlled by the hacker.
When the AI chatbot asked hackers to verify their identity with a selfie video, they allegedly presented a fake video generated using AI tools. Once verified, the hackers could change the verification email address to theirs, effectively taking control of the account.
Comparison to Social Engineering
Cybersecurity researchers have compared this strategy to “social engineering” methods—scams that involve tricking people into giving away sensitive information. The hack appears to have bypassed two-factor authentication measures designed to protect against such requests.
Meta did not immediately respond to a request for comment, but the company’s head of communications, Andy Stone, posted on X (formerly Twitter) on Monday: “This issue has been resolved, and we are securing impacted accounts.”
Concerns Over AI Support
The incident raises broader concerns about social media platforms shifting key tasks traditionally handled by human support staff to AI chatbots. In March, Meta rolled out AI-powered support for all Facebook and Instagram accounts, stating that the chatbots would help users reset passwords and perform other account maintenance functions.
According to the feature’s product page: “When something goes wrong with your account, you shouldn’t have to hunt for answers. The Meta AI support assistant helps you understand what’s happening, what you can do next and can even take action for you. Unlike traditional help centres that just point you to articles, this assistant can actually help you take action – from resetting your password to reporting problematic content.”
Users whose accounts were compromised complained on social media that there appeared to be no way to escalate account-related problems to a human, highlighting a potential flaw in the AI-only support system.
