Can’t accept chat requests on new Teams accounts – "Something went wrong" error (invalid.teams.ms)

Zyqa 0 Reputation points
2026-04-23T07:58:53.6966667+00:00

Hello Microsoft Teams Support,

I am experiencing an issue with Microsoft Teams where I am unable to accept incoming chat requests.

When another user sends a chat request, the account appears as: "Unknown User (******@invalid.teams.ms)"

After clicking the "Accept" button, the following error appears: "Something went wrong. Please try again."

The same issue occurs on both the Teams desktop application and Teams web version. I have already tried clearing the Teams cache, signing out and back in, and reinstalling Teams, but the issue still persists.

Could you please check whether there is a backend account identity or account mapping issue associated with this Teams account and advise on the next steps to resolve it?

Thank you.

Microsoft Teams | Microsoft Teams Free | Chats
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  1. Ruwim.B 6,490 Reputation points Volunteer Moderator
    2026-04-23T08:05:29.94+00:00

    This issue affects all recently created Teams accounts.

    https://learn.microsoft.com/en-us/answers/questions/5864466/user-verification?orderby=oldest&page=1&translated=false#answers

    Some of the affected users have contacted Microsoft help and were told that a fix will be provided (maybe!) by the end of this week,

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  2. AI answer

    2026-04-23T07:59:06.0966667+00:00

    For Microsoft Teams Free, there is a known chat-related limitation and technical issue that can block chats until the recipient successfully accepts the request.

    In Teams Free, only up to 10 messages can be sent before the recipient accepts the chat request. Due to a technical issue, chats can become blocked and show an error when trying to continue or accept the conversation. The guidance is to have the sender re-send the chat request and then accept it again to resume the conversation.

    Given that the account appears as Unknown User ([…@invalid.teams.ms]) and accepting fails with “Something went wrong,” this indicates an identity or backend issue that cannot be fixed from the client side. Since clearing cache, signing out/in, and reinstalling Teams did not resolve it, the next step is to:

    1. Ask the other party to send a fresh chat request and attempt to accept it again.
    2. If the error persists across desktop and web, contact Microsoft support so the backend account identity and mapping for this Teams Free account can be checked and corrected.

    Use the in-product or web support options for Teams Free as documented, and include details such as:

    • The affected account sign-in address (not the invalid.teams.ms alias).
    • Screenshots or exact text of the error.
    • Confirmation that the issue reproduces on both desktop and web.

    If needed, questions can also be raised in the Microsoft Teams Community.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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