Meta admits technical error affected some WhatsApp accounts - MCMC

CYBERJAYA: Meta has acknowledged that a technical error in its system caused legitimate WhatsApp user activity to be wrongly identified as rule violations, affecting more than half of the cases in the first batch submitted by the Malaysian Communications and Multimedia Commission (MCMC).

In a statement today, MCMC said it had received feedback from Meta regarding WhatsApp account suspensions that had previously been brought to the company's attention.

"According to Meta, the technical error was addressed at the end of September and affected legitimate accounts were proactively restored, including some accounts that had not submitted appeals.

"Meta also confirmed that no changes had been made to its enforcement policies or WhatsApp Terms of Service," the statement said.

MCMC said Meta had explained that account suspensions in other cases could involve several factors, including recycled phone numbers previously associated with blocked accounts, spam or scam activity, and usage patterns detected by WhatsApp's security systems.

The statement said user reports were one of the factors assessed and were not the sole basis for account suspension.

Regarding business accounts, Meta said sending messages without consent or in high volumes, particularly to recipients who were not on the contact list, could be detected as spam activity.

"Business users are advised to obtain recipients' consent before sending messages in bulk," the statement said.

Meanwhile, MCMC has asked Meta to improve its appeal and recovery processes so that affected users receive confirmation, information on the status of their review, and clearer and faster action.

MCMC advised affected users to use WhatsApp's official appeal and support channels.

"MCMC will continue to monitor the resolution of outstanding cases and ensure that improvements are implemented to facilitate users in regaining access to their accounts.

"Further regulatory action will be considered if Meta's measures are found to be inadequate," it said.