Meta admits technical glitch affected some WhatsApp accounts

Meta has explained that a technical error in its system has resulted in some WhatsApp accounts being suspended, according to the Malaysian Communications and Multimedia Commission (MCMC).

MCMC said that according to feedback it received from Meta, the technical glitch had resulted in legitimate user activity being wrongly identified as a violation of its rules.

“The error was identified in more than half of the cases in the first batch submitted by MCMC,” it said in a statement today.

According to Meta, the technical error was addressed at the end of September, and the affected legitimate accounts have been restored, including some accounts whose users had not lodged appeals.

MCMC said on Thursday it was demanding an explanation from Meta over issues involving WhatsApp accounts that had been suspended, rendered inaccessible, or accessed without authorisation.

The commission had received 92 complaints related to the issue.

This followed a directive from communications minister Fahmi Fadzil for MCMC to clarify Meta’s response to complaints involving the hacking and deactivation of WhatsApp accounts.

MCMC said today Meta confirmed that no changes had been made to WhatsApp’s enforcement policies or terms of service.

“For other cases, Meta explained that account suspensions involved several factors, including recycled phone numbers that had previously been linked to blocked accounts, spam or scam activity, and usage patterns detected by WhatsApp’s security systems,” it said.

It said Meta also explained that user reports were one of the factors considered and were not the sole basis for account suspensions.

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

“Business users are advised to obtain recipients’ consent before sending bulk messages,” it said.

MCMC also said it had asked Meta to improve its appeal and restoration processes so that affected users receive confirmation, updates on the status of their reviews, and clearer and faster information on the action taken.

“Further regulatory action will be considered if Meta’s measures are found to be inadequate,” it said.

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