Meta acknowledges system error behind some WhatsApp suspensions
More than half of the cases initially referred by MCMC were affected. The regulator has sought better appeals and account recovery procedures.
A system fault led WhatsApp to treat legitimate activity as breaches of its rules, Meta told the Malaysian Communications and Multimedia Commission (MCMC). In its Oct 3 statement, MCMC said the fault affected more than half of the cases it submitted to Meta in the first batch.
MCMC said Meta had reported resolving the problem at the end of September. The company said it restored affected legitimate accounts without waiting for appeals, including some whose users had not appealed, and that its enforcement policies and WhatsApp Terms of Service had not changed.
The regulator has requested improvements from Meta to help users appeal suspensions and recover accounts. It wants users to receive acknowledgements and updates on reviews, as well as action that is quicker and clearer.
For other suspensions, Meta cited possible factors such as phone numbers reused after being linked to blocked accounts, spam or scams, and patterns of use flagged by WhatsApp security systems. MCMC said reports by users contribute to assessments but do not alone determine whether an account is suspended.
Meta said business accounts could trigger spam detection by messaging without consent or sending large volumes, especially when recipients are outside their contact lists. MCMC advised businesses to obtain consent before bulk messaging.
Users affected by suspensions were advised by MCMC to seek assistance through WhatsApp’s official support and appeal channels. The regulator said it would track unresolved cases and ensure account-access improvements are implemented, while considering further regulatory action if Meta’s measures are inadequate.
