Meta Admits Technical Error Affected Some WhatsApp Accounts — MCMC

CYBERJAYA, Oct 3 – 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 issued on Saturday, October 3, 2026, MCMC stated that it received feedback from Meta regarding the issue of WhatsApp account suspensions that had 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,” the statement read.

Meta also confirmed that no changes were made to its enforcement policies or WhatsApp Terms of Service.

Factors Behind Account Suspensions and Guidelines for Business Accounts

For cases not related to the technical error, Meta explained that account suspensions can involve several factors:

• Recycled Phone Numbers: Phone numbers previously associated with blocked accounts.
• Spam and Scam Detection: Usage patterns detected by WhatsApp’s security systems.
• User Reports: Reports submitted by other users are evaluated as part of the assessment, though they are not the sole basis for suspension.

Regarding business accounts, Meta highlighted that sending high volumes of messages without prior consent—particularly to recipients not saved in the contact list—can be flagged as spam activity. Business users are advised to obtain recipients’ consent before sending messages in bulk.

MCMC Demands Improved Appeal and Recovery Process

MCMC has requested Meta to enhance its appeal and recovery processes so that affected users receive confirmation, information regarding their review status, and clearer, faster resolution.

The regulator advised affected users to utilize 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,” MCMC stated.

–NMT