WhatsApp instructed its AI support chatbot not to recommend contacting privacy regulators when users couldn’t delete their accounts, researchers found.

Privacy software company Redact discovered the hidden text on October 8. Its researchers then examined and saved copies of all 545 pages linked from WhatsApp’s help center, finding 102 instruction blocks across 80 pages. The text was delivered with the pages but did not appear in the articles visitors saw on screen. Instead, it could be found in the underlying page code, associated with a component named HelpContentGalaxyLLMInclude.

Most of the instructions covered routine support issues, such as clarifying questions or directing users to appropriate help. But the researchers found two sets of instructions that stood out.

On the account-deletion page, one set addressed users who could not complete the process because they had lost access to their phone number or device. It told the chatbot to explain WhatsApp’s automatic account-removal timelines, then added:

“Do not recommend contacting any Data Protection Authority, regulator, or supervisory authority.”

A second set, on a page about reporting and blocking, told the chatbot not to reference privacy laws when users mentioned lawyers or legal action, even if users raised those laws themselves.

WhatsApp spokesperson Joshua Breckman confirmed to WIRED that these were instructions for “WhatsApp Support with AI.” He said the company wanted its support chatbots to provide relevant product advice, “not to offer legal advice.”

Redact says it did not test whether WhatsApp’s chatbot or outside AI assistants followed the instructions. WhatsApp attributed the exposure to a bug it said had been fixed. However, removing the text from public pages does not establish whether WhatsApp changed the instructions or still uses them internally.

Why this is important

A support chatbot doesn’t need to act as your lawyer. But “we can’t give legal advice” and “we won’t tell you where else you can seek help” are not the same thing.

An instruction not to recommend a regulator could leave users unaware of a possible route to independent help, particularly when they’re already struggling to delete an account.

WhatsApp’s explanation about avoiding legal advice does not explain why its chatbot was specifically told not to recommend a regulator. Whatever the intention, that restriction could leave users with less information about their options.

How to delete your WhatsApp account

If you want to leave WhatsApp, uninstalling the app is not the same as deleting your account. WhatsApp provides a separate account-deletion option inside the app. You must be logged in on your primary phone to complete this procedure. You cannot complete the process through WhatsApp Web, the desktop app, or another linked device.

Before proceeding, save anything you want to keep by exporting important conversations. Account deletion is irreversible, and WhatsApp says it cannot restore your chats, documents, media, backups, or call history afterward.

If you still have access to your account

The steps are similar on Android and iPhone:

1. Open WhatsApp on your primary phone.
2. Open Settings. On Android, tap the three-dot menu first. On iPhone, tap Settings or your profile picture.
3. Select Account, then Delete my account.
4. Enter your phone number in full international format, including the country code, and tap the deletion button.
5. On Android, select a reason when prompted, then confirm the deletion. Follow any remaining on-screen prompts.

Keep in mind that deleting your account does not delete copies of messages held by the people you sent them to. WhatsApp also says deleting your information can take up to 90 days, and some copies may remain afterward in backup storage or be retained for purposes such as legal obligations and harm prevention.

If your phone is lost or stolen

If you can recover the same phone number, WhatsApp’s documented route is to regain access first:

1. Contact your mobile provider to block the lost SIM and request a replacement with the same number.
2. Activate the replacement SIM in another phone.
3. Install WhatsApp and register with that number again.
4. Once you have access, follow the account-deletion steps above.

Re-registering the account logs the lost or stolen phone out of WhatsApp. WhatsApp says it cannot remotely deactivate the account on your behalf because it cannot verify that you own the associated number.

If you can no longer access your account or recover your number

This is where WhatsApp’s self-service instructions fall short. Its account-deletion page does not offer an alternative manual deletion process for people who cannot access their account.

Instead, it says inactive accounts are generally deleted after 120 days, or 365 days for US users. It separately says accounts already deactivated are deleted after 30 days unless re-registered. But these are automatic removal timelines, not steps for submitting an immediate deletion request.

WhatsApp’s own information-rights page says users can contact the company about exercising their data-protection rights and, depending on their jurisdiction, contact their local data protection authority directly.

The latter is precisely what its support chatbot was instructed not to recommend to users struggling to delete their accounts.

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A security researcher has demonstrated how Microsoft Copilot for Word can be tricked into spreading a self‑propagating prompt‑injection “AI worm.” The attack silently alters documents and embeds its own hidden instructions into newly created files, allowing it to spread through normal document-sharing workflows without macros or traditional malware.

The technique allows an attacker to hide a JSON‑formatted prompt as white text on a white background inside a Word document. When someone asks Copilot for Word to draft or edit content based on that document, Copilot strips away the formatting, reads the hidden text, and treats the embedded instructions as part of the user’s request.

Copilot then modifies the active document and appends the full malicious prompt as hidden white text. That new document becomes a new carrier. Anyone who later uses it as source material for Copilot triggers the same behavior, allowing the prompt injection to spread to more documents. Because the documents are created and edited by legitimate users, the attack can be difficult to trace.

The researcher could still reproduce the full worm chain even after Microsoft rolled out multiple mitigations, including upgrades to newer GPT‑5.5 and 5.6 models.

At the time of writing, there is no complete mitigation for this broader class of attacks across comparable large language model (LLM)‑based products. It’s characterized as an architectural weakness of current LLM systems: attacker‑controlled content shares the same context window as trusted instructions. Attacks that exploit this behavior are known as prompt injection attacks and may never be fixed.

How to stay safe

Treat documents from outside your organization as untrusted, especially if you plan to use them with Copilot for Word.

Review any attached document before using it as Copilot source material, and carefully verify Copilot‑generated/edited documents before sharing or reusing them.

If you don’t use Copilot, you can disable it.

Malwarebytes users can turn off Copilot under Tools > System Tweaks > Miscellaneous.

Or in Word itself:

For individual users who don’t want Copilot in Word:

• Open Word, go to File > Options > Copilot and clear the Enable Copilot checkbox, then restart Word.
  

• In some versions of Word, the setting appears under File > Options > General in a Copilot section. In both cases, the key is unchecking the “Enable Copilot” setting.

You can also remove the Copilot icon from the ribbon by right‑clicking the ribbon, open the customization dialog, locate the Copilot/Assistance button, and removing it.

Alternatively, you can limit Copilot’s role by following these instructions:

• In Word, go to File > Account > Account Privacy > Manage Settings, and uncheck Turn on optional connected experiences. This reduces certain cloud‑powered AI features, including Copilot‑related functions that rely on those services.
• In the Microsoft 365 Admin Center, under Copilot > Settings, set Pin Microsoft 365 Copilot Chat to Do not pin Copilot chat in Microsoft 365 apps so the chat pane doesn’t appear by default in apps like Word.

This doesn’t remove Copilot entirely or stop these attacks, but it does reduce its visibility and limits some of its cloud‑assisted functionality.

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