PETALING JAYA: Meta has admitted that a technical error in its system caused legitimate WhatsApp user activity to be wrongly identified as rule violations, with the problem detected in more than half of the first batch of cases referred by the Malaysian Communications and Multimedia Commission (MCMC).
MCMC said it received Meta’s response today following complaints over WhatsApp accounts that had been suspended or made inaccessible.
“According to Meta, the technical error was addressed at the end of September and affected legitimate accounts were proactively restored, including some accounts whose users had yet to submit an appeal.
READ MORE: Meta launches AI gadget Charm as race for post-smartphone hardware heats up
“Meta also confirmed that no changes had been made to WhatsApp’s enforcement policies or Terms of Service,” the commission said in a statement today.
Meta also told MCMC that some suspensions involved factors unrelated to the technical fault, including recycled phone numbers previously linked to blocked accounts, spam or fraudulent activity, and usage patterns detected by WhatsApp’s security systems.
“User reports are one of the factors taken into consideration and are not the sole basis for account suspension,” MCMC said.
The company also highlighted risks involving business accounts, where high-volume messaging or messages sent without recipients’ consent could trigger WhatsApp’s spam detection systems.
“For business accounts, Meta informed that sending messages without consent or in large volumes, particularly to recipients who are not in the contact list, may be detected as spam.
“Business users are advised to obtain the recipient’s consent before sending messages in bulk,” it said.
MCMC has since asked Meta to improve its appeal and account recovery process, including providing users with clearer confirmation, review-status information and faster updates on action taken.
Affected users were also advised to use WhatsApp’s official appeal and support channels.
“MCMC will continue to monitor the resolution of outstanding cases and ensure improvements are implemented to make it easier for users to regain access to their accounts.
“Further regulatory action will be considered if Meta’s measures are found to be inadequate,” the commission said.
The issue emerged on Sept 25 after MCMC received complaints involving WhatsApp accounts reported to have been compromised, suspended or made inaccessible, prompting the commission to refer the cases to Meta for clarification.
By Sept 30, MCMC said it had received 92 complaints and had formally sought an explanation from Meta, which was given until Oct 2 to respond.
Today’s statement confirmed that Meta had responded to MCMC, acknowledging the technical fault while outlining other factors behind account suspensions and the steps taken to restore legitimate accounts.
