WhatsApp groups instability

Resolved · Degraded performance · Started: October 29, 2025 at 9:58 AM · Resolved: October 29, 2025 at 2:53 PM

Updates

  1. Resolved · October 29, 2025 at 6:00 PM

    Post-mortem

    What happened: In the last few days, Meta (the company behind WhatsApp) introduced new usage policies for business accounts that operate with a high volume of messages. While adapting to these new guidelines, Cademí's WhatsApp follow-up groups were temporarily blocked, affecting sending and receiving messages in the support groups.

    Relevant fact: The unavailability was caused by technical adjustments required by the new WhatsApp Business policy, which now requires the official API for large-scale operations. Customer service and internal request handling were not interrupted, only temporarily redirected to alternative channels.

    Actions taken:

    Immediate start of talks with Meta to regularize the business number. Creation and activation of a new operational number using the official WhatsApp Business API. Proactive communication to users about the new support channels available. Full restoration of the channels on the new infrastructure.

    Data and information: No message, support history or customer data was lost during the transition.

    Transactions and support: All support remained available by email and through the internal chat in the admin panel, keeping support running without interruption.

    Closing: The communication channels were successfully restored through the new official WhatsApp integration, bringing more stability, security and reliability to future interactions with the support team.

    We keep investing in solutions that strengthen resilience and our customers' experience at every touchpoint.

    Best regards, Cademí Support Team

  2. Resolved · October 29, 2025 at 2:53 PM

    The communication channels have been restored.

  3. Investigating · October 29, 2025 at 10:07 AM

    We are still working with Meta to restore the follow-up groups.

  4. Investigating · October 29, 2025 at 9:58 AM

    We have identified a temporary instability that is preventing our team from replying in our WhatsApp follow-up groups.

    For immediate support and urgent matters, please contact us through our alternative channel, with a direct WhatsApp message to: https://wa.me/5513997112846 or by email: suporte@cademi.com.br