Deauthorization and Disconnection
Effective Date: May 15, 2026
1. Overview
Deauthorization or disconnection means removing, disabling, or restricting Matrix Gateway’s access to a connected WhatsApp Business integration, Meta Business asset, WhatsApp Business Account, or phone number.
When a Matrix Gateway connection is deauthorized or disconnected, the related WhatsApp integration may no longer be able to receive webhook events, route inbound messages, send replies, process delivery status updates, or operate normally through Matrix Gateway.
This page explains how authorized clients may request disconnection, what may happen after deauthorization, and how Matrix Clouds handles related operational records after the connection is removed or disabled.
2. Who Can Request Deauthorization
A deauthorization or disconnection request may be submitted only by an authorized representative of the business client that owns or controls the relevant Matrix Gateway account, WhatsApp Business Account, connected phone number, or Meta Business asset.
Matrix Clouds may require verification of the requester’s identity, role, business relationship, and authority before processing any deauthorization or disconnection request.
Requests submitted by unauthorized individuals, unrelated third parties, or persons who cannot verify their authority may be rejected or delayed until sufficient verification is provided.
3. How to Request Disconnection
Authorized clients may request deauthorization or disconnection through the Matrix Gateway client portal by submitting a support request related to the relevant WhatsApp Business integration or connected phone number.
The support request should include sufficient information to identify the Matrix Gateway account, business client, WhatsApp Business Account, connected phone number, and the connection requested to be disabled or removed.
Submitting a disconnection request through the portal does not always result in immediate automatic disconnection. Matrix Clouds may review the request, verify the requester’s authority, and complete the disconnection through administrative or technical procedures where required.
Matrix Clouds may request additional information or documentation through the support request before processing the deauthorization or disconnection.
4. What Happens After Deauthorization
After a WhatsApp Business integration or connected phone number is deauthorized or disconnected, Matrix Gateway may disable or restrict the related connection, number configuration, webhook processing, message routing, delivery status tracking, portal visibility, and related service functions.
As a result, the connected WhatsApp number may no longer be able to receive inbound messages, send replies, process webhook events, display accurate connection status, or operate through Matrix Gateway.
Matrix Clouds may mark the related connection or phone number as inactive, disabled, or pending administrative review, depending on the nature of the disconnection request and the technical status of the integration.
Some operational or technical records may remain available internally for security, compliance, audit, troubleshooting, billing, dispute resolution, or legitimate operational purposes.
5. Client Responsibilities in Meta Business Manager
Clients remain responsible for managing their own Meta Business assets, WhatsApp Business Accounts, users, permissions, phone numbers, and related platform settings.
Deauthorization or disconnection within Matrix Gateway may not automatically remove all permissions, assets, users, app connections, or configurations inside Meta Business Manager, WhatsApp Manager, or other Meta platform tools.
Clients may need to separately review, remove, revoke, or update permissions and connected assets directly inside their Meta Business Manager or WhatsApp Manager account.
Matrix Clouds may provide reasonable guidance where applicable, but the client remains responsible for controlling and managing its own Meta Business assets and platform permissions.
6. Effect on Service Availability
Deauthorization or disconnection may result in partial or complete interruption of Matrix Gateway services for the relevant WhatsApp Business integration or connected phone number.
This may affect the client’s ability to receive inbound WhatsApp messages, send replies, process webhook events, track delivery status, access connection information, or use related portal functions.
Service interruption may occur immediately or after administrative or technical processing, depending on the type of disconnection, the client’s Meta Business settings, WhatsApp platform behavior, and the operational status of the connected integration.
The client acknowledges that disconnecting or removing access may prevent Matrix Gateway from operating normally for the affected WhatsApp Business Account or phone number.
7. Data Retention After Disconnection
After deauthorization or disconnection, Matrix Clouds may retain certain records related to the disconnected WhatsApp Business integration or phone number where necessary for legal, security, compliance, billing, audit, troubleshooting, dispute resolution, fraud prevention, or legitimate operational purposes.
Retained records may include connection history, support requests, administrative actions, technical logs, webhook event records, message routing records, status records, and records needed to document the disconnection process.
Where appropriate, Matrix Clouds may restrict access to retained records, anonymize certain data, or delete eligible data in accordance with the Privacy Policy and Data Deletion Instructions.
Clients may submit a data deletion request separately through the applicable Data Deletion process, subject to verification and applicable retention requirements.
8. Liability Disclaimer
Matrix Clouds shall not be liable for any direct, indirect, incidental, consequential, financial, commercial, operational, reputational, technical, or other damages resulting from deauthorization, disconnection, removal of access, disabling of a connected number, or loss of Matrix Gateway service functionality.
This includes any disconnection or service interruption resulting from a request submitted by the client, an authorized representative of the client, actions taken inside Meta Business Manager or WhatsApp Manager, removal or revocation of permissions, Meta or WhatsApp platform restrictions, legal or regulatory requirements, or any cause outside the reasonable control of Matrix Clouds.
The client is responsible for understanding the operational consequences of deauthorizing or disconnecting a WhatsApp Business integration before submitting or approving such request.
Matrix Clouds may take reasonable administrative or technical steps to process a deauthorization or disconnection request, but the client remains responsible for any impact on its business operations, communications, customers, or connected systems.
9. Contact Us
If you have any questions about deauthorization, disconnection, affected WhatsApp Business integrations, connected phone numbers, portal access, or related operational matters, authorized clients may submit a support request through the Matrix Gateway client portal.
Support requests should include sufficient information to identify the relevant client account, WhatsApp Business integration, connected phone number, and the issue or disconnection request.
For legal or privacy-related inquiries, Matrix Clouds may be contacted at:
Matrix Clouds Software Solutions
6/3 C - Sayed Dawoud Street - Next to Andalusia Hospital - Wireless Division - Maadi - Cairo
Email: legal@matrixclouds.com
Matrix Clouds may request additional information to verify the requester’s identity, authority, business relationship, and the scope of the request before taking any action.