Accra:Meta has admitted that a technical error in its system led to legitimate WhatsApp user activity being mistakenly identified as rule violations. This issue affected more than half of the cases in the initial batch submitted by the Malaysian Communications and Multimedia Commission (MCMC).

According to BERNAMA News Agency, MCMC received feedback from Meta regarding the suspension of WhatsApp accounts, a matter that had been previously brought to the company's attention. Meta stated that the technical error was resolved by the end of September, and the affected accounts were proactively restored, even those that had not submitted appeals.

Meta confirmed that no changes were made to its enforcement policies or WhatsApp's Terms of Service. For other cases, Meta explained that account suspensions could result from various factors, including recycled phone numbers linked to previously blocked accounts, spam or scam activity, and usage patterns detected by WhatsApp's security systems. User reports are considered one of the factors in assessing account suspensions but are not the sole basis.

For business accounts, Meta highlighted that sending messages without consent or in high volumes, especially to non-contacts, could be flagged as spam activity. Business users are advised to secure recipients' consent before sending bulk messages.

MCMC has requested Meta to enhance its appeal and recovery processes to ensure affected users receive confirmation and information on the status of their review, with clearer and faster resolutions. Affected users are encouraged 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 help users regain access to their accounts. Further regulatory action will be considered if Meta's measures prove inadequate.