Some Facebook and Instagram users in New Zealand have reported their accounts being banned arbitrarily, and a tech expert says the uptick in wrongful suspensions is “worrying”.
Auckland-based hairdresser Jessy O’Dwyer relied on social media platform Instagram to promote her small hairdressing business and contact clients.
Nearly three weeks ago, O’Dwyer said she recieved an email that her account had been suspended because she wasn’t following community standards on “child sexual exploitation, abuse and nudity”.
She immediately lost access to her account.
“My business page is just hair”, she told 1News. “I’ve had no new clients for two-and-a-half weeks, no access to contacting clients, so it’s been quite stressful.”
Overseas, others have complained of similar bans or suspensions they believe were unjustified.
Tech expert Paul Spain said there had been a surge of wrongful account suspensions, but Meta denies a wider problem. (Source: 1News)
In June, Meta — which owns Instagram and Facebook — acknowledged there was a technical error causing the wrongful suspension of some Facebook groups.
“It feels like there’s been some sort of uptick,” technology commentator Paul Spain said.
“It’s really worrying because social media accounts become effectively a lifeline for some people’s businesses, for individuals.”
Several people have contacted 1News after being shut out of their personal Meta accounts in recent weeks, including Jacqui Knight from Auckland.
She was informed she’d breached community standards on cyber security, and had no idea why.
“I’m anti-violence, I’m not into porn or anything like that, can you imagine it?” she said.
In a statement, Meta said it uses “a combination of people and technology to find and remove accounts that break our rules.”
“We haven’t seen evidence of a significant increase in incorrect enforcement”, a spokesperson said.
“We take action on accounts that violate our policies, and people can appeal if they think we’ve made a mistake.”
Knight said she tried, but received a response telling her she can’t request another review.
“All my photographs since 2008 that I’ve shared with people all over the world have gone”.
Spain said there “is no 0800 number users can call for help”.
“They are automating everything from start to finish, and of course algorithms and AI systems, they have problems, right?”
Meta said Knight’s profile was still being reviewed, but a day after 1News inquired about O’Dwyer’s account, it was back online.
“I just got an email saying ‘you’re back up on Instagram’ and that was it”, she said.
“They need a better customer support system, I feel like I’m going to try and rely on more website focus now.”