Security should never be a paid privilege—it should be a fundamental right
The story of 19-year-old Laura, whose Instagram account was hacked and received no help from Meta, is yet another example of how major tech companies have abandoned their users when it comes to security and support. Laura’s case, which made headlines in Brabants Dagblad, highlights a growing problem—social media platforms are more than happy to profit from their users but refuse to provide even the most basic assistance when things go wrong.
Hacked? Too Bad—Unless You Pay
Meta, the parent company of Instagram and Facebook, does offer live support, but here’s the catch: it’s locked behind a paywall. If you’re not a paying subscriber, you’re left to deal with automated responses, endless loops of “security” questions, and a support system that might as well not exist.
And it’s not just Meta. Google takes this scheme even further. If you want real, one-on-one support from Google, you need to keep spending money in the Google Play Store to reach “Platinum” status. That means unless you pay your way up the ladder, you’re not considered important enough to receive actual customer service.
This is not how security should work. If someone’s account is hacked, the company should be obligated to assist them—without demanding money.
Big Tech Has No Incentive to Fix This
These billion-dollar companies have the resources to provide real support, but they choose not to. Why? Because offering paid support makes them more money, and forcing users to stay locked in their ecosystem ensures long-term profits.
Meanwhile, the average user is left vulnerable, with no one to turn to when their account gets stolen. This isn’t just an inconvenience—it’s a serious security risk. Many people rely on their accounts for work, banking notifications, two-factor authentication (2FA), and personal memories. Losing access isn’t just annoying—it can have real-life consequences.
Enough Is Enough—We Need Regulations
The fact that basic security and account recovery is now a luxury feature rather than a right is unacceptable. This problem will only get worse unless there’s pressure to regulate how these platforms handle security.
- Account recovery should be free and accessible to all users. No paywalls. No ranking systems. Just a fair, working system that ensures people can get their accounts back when they’re hacked.
- Social media platforms should be held accountable for poor security practices. If a company provides an essential service, they need to have real support in place, not an AI chatbot that goes in circles.
- More transparency is needed. Users should know exactly how support works, and companies should be forced to report how many accounts are hacked, how many recoveries actually happen, and how they’re improving their security.
Final Thoughts
Laura’s case is just one of millions. Every day, accounts are stolen, and users are met with silence unless they pay up. This isn’t just bad customer service—it’s an industry-wide failure that allows tech giants to get away with doing the bare minimum while keeping security locked behind a paywall.
If this issue isn’t addressed soon, it won’t be long before even more essential online services adopt the same model. Want to reset your password? That’ll be $9.99 per month for premium support. Locked out of your email? Spend $50 in our store first.
It’s time to stop accepting this as the new normal. Security should never be a paid privilege—it should be a fundamental right.
