Meta admits technical error affected some WhatsApp accounts - MCMC

Meta has admitted that a technical glitch in its system mistakenly labeled some legitimate WhatsApp user activity as rule violations. This issue impacted a majority of the cases submitted by the Malaysian Communications and Multimedia Commission (MCMC). In a recent statement, MCMC reported receiving feedback from Meta about WhatsApp account suspensions that had previously drawn the company's attention.

According to Meta, the technical error was rectified by the end of September and led to the proactive restoration of legitimate accounts, including those that hadn't submitted appeals. The company also confirmed that no alterations were made to its enforcement policies or WhatsApp Terms of Service. Meta clarified that account suspensions in other cases could be due to various reasons such as recycled phone numbers linked to previously blocked accounts, spam or scam activities, and usage patterns detected by WhatsApp's security systems. User reports were considered one of the factors but not the sole basis for account suspension.

For business accounts, Meta specified that sending messages without consent or in large volumes, especially to recipients not on the contact list, could be flagged as spam activity. Business users are advised to seek recipients' consent before sending bulk messages.

MCMC has urged Meta to enhance its appeal and recovery processes, insisting that affected users should receive confirmation, information on the status of their review, and more prompt action. MCMC has directed affected users to utilize WhatsApp's official appeal and support channels. The regulator has also asked affected users to continue using these official channels and to expect further regulatory action if Meta's measures are deemed inadequate.