How to fix channel email not available?

Cami Lawson 0

I have a Channel in teams that we have been emailing for a long time no issues. About 2 weeks ago we notice the threads are not getting created from emails. Confirmed emails are being sent. 2 days ago we get the message "We couldn’t get the email address of this channel. Please try again later." when trying to see the email in the channel. In Teams administration I can see the email address there and it is the same we have been using for 2 years. Emails are not bouncing, not showing in trace logs and I need to get this fixed as it is an integral part of our business automation. TIA

Richard Gaul 0 Reputation points

2024-03-05T19:59:02.2733333+00:00

I'm having the same problem occur in a GCC High Tenant. Happening in the web and client versions of Teams. Any idea how to fix this?

1 answer

SokiGuo-MSFT 26,776 Reputation points Microsoft Vendor

2024-02-16T07:27:15.5633333+00:00

Hi @Cami Lawson

Welcome to our forum!

Do other users in the channel have the same problem?

Are you unable to get the channel address from the Teams client?

Please try checking if the Teams web client can get the channel address to narrow down the issue.

If the problem only occurs on the desktop client, try the following possible solutions:

Check to update the Teams client to make sure you're updating to the latest version.

Clear the Teams cache. Delete all files and folders in the directory. (%appdata%\Microsoft\Teams)

Please check if you have enabled the option for email integration.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.
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Cami Lawson 0 Reputation points

2024-02-16T17:27:04.5333333+00:00

The same issue happens in the online teams. This is a channel on a teams so there is less to manage for it. I can see the email address on the admin side so it is there but desktop and online give the message "We couldn’t get the email address of this channel. Please try again later." I have tried emailing to it internally and externally and nothing happens. We did a trace on the email and nothing shows up prior to about a week ago.

SokiGuo-MSFT 26,776 Reputation points Microsoft Vendor

2024-02-19T09:36:24.95+00:00

Hi

Thanks for your reply!

Can you provide a screenshot of the relevant error message? Please be careful to hide your private information.

How do you get an address from the Teams client?

Based on your screenshots, the Teams admin center shows normal.

Cami Lawson 0 Reputation points

2024-02-19T12:14:06.19+00:00

Here is the screen shot of the message from clicking the ... next to the channel in Teams.

SokiGuo-MSFT 26,776 Reputation points Microsoft Vendor

2024-02-22T08:12:47.08+00:00

Hi @Cami Lawson

For better research, please provide more information about this case:

Can't other users in my organization get email addresses either?

Is there the same issue with the Teams web client?

Are you using New Teams or the classic version?

Cami Lawson 0 Reputation points

2024-02-23T13:33:29.7466667+00:00

We are currently using new Teams. We have a mix of desktop and browser based being used. Everyone that tries to get the email address gets the same message. At this point I think my only alternative is to create a new channel with a new email address and reset our code to send directly to that.

SokiGuo-MSFT 26,776 Reputation points Microsoft Vendor

2024-02-26T07:44:25.8666667+00:00

Hi

Thanks for your reply!

What does a reset code refer to?

Please try the following troubleshooting steps to check if there are any discrepancies:

Type settings in the search box>> Select the Settings app>> Installed apps>>Microsoft Teams >>More option(...)>> Advanced option>>Reset.

Quit Teams>>Press Windows+R>> Enter the following path, then delete all files and folders in the directory. %userprofile%\appdata\local\Packages\MSTeams_8wekyb3d8bbwe\LocalCache\Microsoft\MSTeams

Cami Lawson 0 Reputation points

2024-02-29T14:06:10.2033333+00:00

We have created a new channel, using that email for our automation and closing out the channel that lost the email address. Thank you for the feedback but we needed to move forward for our teams to be successful.

Richard Gaul 0 Reputation points

2024-03-05T20:00:11.1+00:00

I'm having the same problem occur in a GCC High Tenant. Happening in the web and client versions of Teams. Any idea how to fix this?
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