> Social media companies, meanwhile, juggle customer service and account security as they try to make sure fraudsters don’t abuse recovery tools to wrongfully g

> Social media companies, meanwhile, juggle customer service and account security as they try to make sure fraudsters don’t abuse recovery tools to wrongfully gain access. Some of this could be solved with additional security checks, This doesn't jive well with: > Getting in touch with a human is rare. It needs to be easier to deal with a human. But I understand why it's hard to get to a human. Having humans in the loop is expensive and doesn't scale when you have a user count measured in the billions. But you know what else doesn't scale? Trying to get all of your users to understand basic account security. Not enough people are using password managers. Not enough people are using 2FA. Too many people are falling for phishing campaigns and responding to silly posts like "Your porn name is the name of your first pet and the street you grew up on" and giving away the answers to security questions.