Meta admits technical error led to some WhatsApp accounts being suspended

The Malaysian Communications and Multimedia Commission (MCMC) revealed that Meta had admitted to a technical error causing some WhatsApp accounts to be incorrectly suspended. This issue, affecting over half of the cases initially reported by the regulator, was rectified by Meta towards the end of September. Affected legitimate accounts were restored without user requests, including those without filing appeals.

Meta clarified that there were no changes to its enforcement policies or Terms of Service. Suspensions could be triggered by various factors such as recycled phone numbers linked to blocked accounts, spam or fraudulent activities, and unusual usage patterns detected by WhatsApp's security systems. User reports were also considered, but not the sole basis for account suspensions.

Business accounts could face suspensions if they sent messages without recipients' consent or in large volumes, especially to people not in the sender's contact list. Meta advised businesses to obtain consent before sending bulk messages.

The regulator requested Meta to enhance its appeal and account-recovery process to provide clearer confirmation, updates on case statuses, and information on actions taken. Users affected by the issue were directed to use WhatsApp's official appeal and support channels. MCMC stated it would continue monitoring ongoing cases and Meta's improvements to ensure users regain access to their accounts. Further regulatory actions would be contemplated if Meta's measures were deemed inadequate.