Running into issues using Matter? A common issue is that a team member will try to interact with Matter, such as giving kudos, redeeming coins for rewards, etc.
However, they won't be able to take any action, and an error message will be sent: This bot is disabled. Contact your IT admin for more information.
This error comes from Microsoft Teams, not Matter. It has two common causes:
Matter is blocked or not available to that user in the Microsoft Teams Admin Center
Teams caching after a recent settings change — when IT updates app settings, it can take 24–48 hours for the change to propagate through Microsoft's caching, and users may see this error in the meantime
💡 Common Sign: Matter can still send the user messages (like Feedback Friday), but the user can't interact back — buttons, deep links, and 1:1 chat all show the error. This points to Teams app availability or caching on the Microsoft side, not the user's Matter account.
Step 1: Verify Matter is allowed in the Teams Admin Center
Microsoft now manages app access through app-centric management ("Manage apps"), which replaced the older app permission policies. Have your IT admin confirm the following:
In the Teams Admin Center, go to Teams apps, then Manage apps, and search for Matter.
Confirm the app's status is Allowed, and its availability is set to Everyone — or, if set to Specific users or groups, that the affected user is included in an assigned group.
Confirm Org-wide app settings allow third-party apps.
Confirm admin consent has been granted for Matter, if your organization requires it.
Helpful Microsoft documentation:
Step 2: If settings look correct, clear the Teams cache
If Matter is allowed and the user's availability is configured correctly, the error is likely Teams caching from a recent settings change. Try the following:
Test in Teams on the web. Clear the browser's cache and cookies, then have the affected user try a Matter action at teams.microsoft.com.
Clear the Teams desktop app cache, then retest. See Microsoft's guide: Clear the Teams client cache.
Update Microsoft Teams to the latest version.
Test on mobile via the Microsoft Teams app — mobile often picks up the change before desktop.
If the Teams Admin Center settings are correct, the error typically resolves on its own within 24–48 hours as Microsoft's caching catches up, even if cache clearing doesn't fix it immediately.
Good to know
One affected user among many working users is common with caching. A colleague added at the same time with identical settings may work fine while the change propagates for someone else.
Planning a rollout? If you're adding a group of users soon, make any Teams app settings changes at least 48 hours beforehand so caching has settled before launch day.
Still seeing the error after 48 hours?
Reach out to us at support@matterapp.com and include screenshots of the Manage apps page for Matter in your Teams Admin Center (app status, availability, and org-wide app settings). That lets us verify the configuration from our end and dig in further.