Investigation Request: MS Teams Not Receiving Email Notifications

Question

Hi Team,

At Agoda, we have a notification service that sends alerts via multiple channels, including normal email, MS Teams email, and Slack. The current notification flow is:

GAE Integration → SendGrid → MS Teams

Since the end of last month, we have noticed that notifications are no longer being delivered to MS Teams, while deliveries to Slack and normal email continue to work as expected. There have been no changes on our service side during this period.

Could you please help advise what possible causes might lead to this issue? For example:

• Changes in MS Teams email ingestion policies or restrictions
• Updates to spam filtering or security rules
• Changes related to SendGrid integration or sender verification
• Any recent configuration or policy changes on the MS Teams side

We would appreciate your help in checking this and letting us know how we should proceed.

Thank you very much for your support.

Best regards,

[Moderator note: personal info removed]

Answer 1

Dear @Jantawong, Preeyada (Agoda),

Good day. Thank you for posting your question in the Microsoft Q&A forum!

I sincerely apologize for the inconvenience you’ve experienced. I truly appreciate your patience during this time and thank you for bearing with us.

Each Microsoft Teams channel is assigned a unique SMTP email address, which you can find by selecting More options (three dots icon) > Get email address in the channel menu. Emails sent to this address will appear as posts in the channel conversation, and both the email body and attachments are stored in the channel’s associated SharePoint folder.

For more details, please refer to: Send an email to a channel in Microsoft Teams – Microsoft Support.

Emails sent to a Teams channel do not pass through Exchange Online Protection (EOP), which means the usual mail management options available for standard emails are not applicable in this scenario. Additionally, public documentation on this specific case is limited.

For the most accurate and detailed assistance regarding your specific configuration, I recommend raising a support request with Microsoft Support. Their team has the necessary tools and access to your tenant, allowing them to provide precise guidance tailored to your environment. They can also help investigate the issue where Teams is not receiving email notifications.

I sincerely recommend you try to create a support ticket from Microsoft 365 Admin Center>Support>New Service Request. You can raise support ticket from: https://admin.microsoft.com/Adminportal/Home?#/support/requests

The support team over there has higher permission than us to investigate the issue from background, they have more resource and correct escalation channel in handling this kind of issues. This would be a more efficient way in handling the case for you. 

For reference:  Get support for Microsoft 365 for business

I will also feedback this situation on our side. Please accept my sincere apologies for not being able to resolve the problem and for redirecting you to the related development team. I regret any inconvenience this may cause. The fix to your concern can be identified through the background logs, and I suggest you raise a support ticket from the Office 365 admin center, where the related team will investigate the problem further by collecting the necessary background logs.

Once again, I apologize for the inconvenience this has caused. I appreciate your patience and understanding and thank you for your time and cooperation.

Sorry for the inconvenience again. Your patience and understanding are highly appreciated. Hope you stay safe and healthy.

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