360Dialog - Some disruptions to Messaging – Incident details

Issue description and impact

On 16 October 2026, between 16:00 and 18:37 UTC, customers connected through 360dialog experienced outbound WhatsApp messaging failures due to a Meta platform issue.

Affected customers received API authorisation errors.

Cause of the issue

Meta confirmed that an internal maintenance operation unintentionally modified the whatsapp_business_messaging permissions associated with an application used by 360dialog.

This caused the application to lose messaging permissions for affected WABAs, resulting in outbound messaging failures.

Mitigation steps

We restored messaging functionality on 16 October at approximately 18:37 UTC by switching to an alternative authentication configuration.

Meta restored the original application permissions on 19 October at 13:43 UTC. Following successful verification, we reverted to the original configuration on 20 October.

Prevention of recurrence & suggestions

Meta confirmed that it will introduce additional safeguards to its internal maintenance processes to prevent similar incidents.

We are also reviewing additional preventive measures, including improved monitoring and alerting for messaging authorisation failures and improved fallback procedures to reduce recovery times if a similar Meta incident occurs in future.

Meta identified an unexpected change in messaging permissions affecting one of our applications.

We applied a workaround to restore messaging functionality while Meta continues its investigation.

This incident is now marked as Resolved. We will publish a Root Cause Analysis (RCA) once Meta has concluded the investigation.

The issue remains escalated to Meta and is still under investigation. We will share further details once they become available.

This issue is still under investigation with Meta; we will share more updates as soon as we have them.

We have applied a temporary workaround for messaging. The issue is escalated and under investigation with Meta, and we will share more updates as they become available.

Our L3 Messaging team is actively investigating the issue. We will provide another update shortly as more information becomes available.