MS Teams - Not installing for one or two users standard checks
Here are steps to troubleshoot the installation of the Living Security MS Teams app for an individual user. In the below chart, the user's name is Mary
| Likely Cause | Description | Verification / Fix |
|---|---|---|
| 1. Teams email does not match Living Security email | The auto-detection system matches users by email address (not UPN). If Mary logs into Teams with an alias (e.g., mary.l@company.com) but her Living Security Training account uses mary.smith@company.com, auto-detection will fail silently. |
Confirm her email address in both systems exactly matches — same domain and no alias differences. |
| 2. Teams app installed under a different identity | Sometimes users have multiple Microsoft accounts (e.g., personal + work) cached in Teams. The app may install under the wrong identity. | Ask Mary to sign out of all accounts in Teams, clear Teams cache, and reinstall the Living Security Training app using her corporate Microsoft 365 account. |
| 3. Permissions or policy exceptions | Even if the app is globally allowed, individual app permission policies can restrict message delivery or bot interactions for specific users or groups. | In the Teams Admin Center → Users → Policies → App permission policies, verify Mary’s policy allows third-party and org apps. |
| 4. Delayed linking from Azure AD sync | If Mary’s account was recently added or updated in Azure AD, the attribute sync (especially for email/UPN) might not have propagated to the Living Security integration yet. | Wait ~24 hours or trigger a manual directory sync from Azure AD admin portal. |
| 5. Bot conversation permissions revoked | Teams may block bots per user after denial. If Mary ever clicked “Block bot” or didn’t respond to permissions, the app can’t send nudges. |
In Teams → Chat → … → “Apps” → verify “Living Security Training” is Allowed to send notifications. Remove/re-add if blocked. |
