General : Meta Admits Technical Error Affected Some WhatsApp Accounts - MCMC

Meta has acknowledged a technical error in its system that incorrectly identified legitimate WhatsApp user activity as rule violations, impacting over half of the cases submitted by the Malaysian Communications and Multimedia Commission (MCMC). In a statement, MCMC shared that they received feedback from Meta on the issue and confirmed that the technical error was fixed towards the end of September.

The error had led to the wrongful suspension of legitimate accounts, including some that hadn't submitted an appeal. Meta assured that no changes were made to its enforcement policies or WhatsApp Terms of Service. MCMC elaborated that the suspensions could be due to various factors such as recycled phone numbers linked to blocked accounts, spam or scam activity, and usage patterns detected by WhatsApp's security systems.

User reports are also considered but not the only basis for account suspension. For business accounts, Meta stated that sending messages without consent or in high volumes, especially to non-contact recipients, could be flagged as spam activity. MCMC is urging Meta to enhance its appeal and recovery processes, requesting confirmation, status updates, and faster action for affected users.

They advised users to utilize WhatsApp's official appeal and support channels. MCMC reiterated that they will keep monitoring the resolution of outstanding cases and will consider further regulatory action if Meta's measures prove inadequate.