How to fix Microsoft Teams not sending or receiving chat messages

Summary

This guide helps you troubleshoot and resolve: How to fix Microsoft Teams not sending or receiving chat messages. Follow the steps below to fix the issue.

Common Causes

When Microsoft Teams chat messages fail to send, sit in a pending state, or simply never arrive, the cause is usually a corrupted local cache, an outdated client, or an account sync issue. This guide walks you through the most effective fixes in order, starting with the quickest solutions before moving to more thorough troubleshooting.

Quick Fix Steps

Try these steps first — most chat issues are resolved within the first three.

1. Sign out of Teams and sign back in.
2. Restart the Teams app completely (not just minimise it).
3. Check your internet connection by opening a browser and loading any webpage.
4. Confirm the recipient is online or that your message has actually left your outbox.

Detailed Instructions

1. Clear the Microsoft Teams Cache

A corrupted cache is the most common cause of stuck or missing chat messages. Clearing it forces Teams to rebuild its local data.

On Windows (classic Teams):

1. Fully quit Teams by right-clicking the Teams icon in the system tray and selecting Quit.
2. Press Win + R, type %appdata%\Microsoft\Teams, and press Enter.
3. Select the contents of the following folders and delete them:
   • Cache
   • blob_storage
   • databases
   • GPUCache
   • IndexedDB
   • Local Storage
   • tmp
4. Restart Teams and sign in again.

On Windows (new Teams):

1. Fully quit Teams.
2. Press Win + R, type %localappdata%\Microsoft\TeamsMeetingAddin and press Enter to clear meeting add-in cache if needed.
3. For the main new Teams cache, navigate to %localappdata%\Packages\MSTeams_8wekyb3d8bbwe\LocalCache\Microsoft\MSTeams and delete its contents.
4. Restart Teams and sign in again.

On macOS:

1. Quit Teams completely from the menu bar.
2. Open Finder and press Cmd + Shift + G.
3. Type ~/Library/Application Support/Microsoft/Teams and press Enter.
4. Delete the same folders listed above.
5. Empty the Trash and relaunch Teams.

2. Update Microsoft Teams

An outdated client can cause sync failures with the Teams service.

1. Click the three-dot menu (...) next to your profile picture.
2. Select Check for updates.
3. If an update is available, Teams will download and install it automatically.
4. Restart Teams when prompted.

If you installed Teams as a system-wide application on macOS, also check for updates through the Microsoft AutoUpdate app.

3. Verify Your Sign-In Status and Account

1. Click your profile picture in the top-right corner.
2. Confirm your account email and tenant are correct.
3. If you see Sign in instead of your profile, sign in again.
4. Check whether your organisation has any service advisories affecting Teams.

4. Check Network and Connectivity

Teams requires reliable access to specific Microsoft endpoints. If your firewall or DNS is blocking these, chat messages will queue indefinitely.

1. Open a browser and visit https://teams.microsoft.com to confirm the web version loads.
2. If using a VPN, disconnect and test Teams again.
3. If you manage your own firewall, ensure the following are allowed:
   • *.teams.microsoft.com
   • *.skype.com
   • *.office.com
   • UDP ports 3478 and 3479
   • TCP ports 443 and 80
4. Try switching from Wi-Fi to mobile data (or vice versa) to rule out a local network issue.

5. Test in the Web Client

This helps determine whether the issue is with your local app or your account.

1. Open https://teams.microsoft.com in a fresh browser window.
2. Sign in with the same account.
3. Try sending a chat message.

If the web version works, the problem is isolated to your desktop or mobile app. If the web version also fails, the issue is likely account- or service-related.

6. Reinstall Microsoft Teams

If clearing the cache and updating have not helped, a clean reinstall often resolves stubborn issues.

On Windows:

1. Right-click Start and select Installed apps (Windows 11) or Apps and Features (Windows 10).
2. Find Microsoft Teams and click Uninstall.
3. Download the latest installer from the official Microsoft Teams download page.
4. Install and sign in.

On macOS:

1. Open Finder > Applications.
2. Drag Microsoft Teams to the Trash.
3. Empty the Trash, then download and reinstall from the Microsoft Teams download page.

7. Check for Service Outages

Sometimes the issue is on Microsoft's end. Visit the Microsoft 365 Service Status page and look for any active advisories under Teams or Exchange Online (chat history is tied to Exchange).

Troubleshooting

Messages Show as Pending but Never Send

This almost always points to a connectivity issue or a stuck sync. Clear the cache (Step 1), confirm your network allows the Teams endpoints listed in Step 4, and test in the web client.

Messages Send but the Recipient Never Receives Them

Ask the recipient to sign out and back in, and to check their Activity feed in addition to their main chat list. If they are using the mobile app, ensure background app refresh is enabled for Teams.

Chat History or Channels Are Missing

Teams stores chat history in Exchange Online. If you have recently migrated mailboxes or changed accounts, history may take time to populate. Clearing the local cache and waiting 15–30 minutes usually resolves this.

Mobile App Specifically Not Working

1. Force-close the Teams app and reopen it.
2. Check that Teams has notification and background data permissions enabled in your phone's settings.
3. Update the Teams app from the App Store or Google Play.
4. If issues persist, uninstall and reinstall the mobile app.

Related Issues

If you are also experiencing problems with email delivery, see our guide on Email not sending or receiving — many of the same connectivity and authentication principles apply.

Still Having Issues?