If a kudos you sent never appeared in your Slack or Microsoft Teams channel, the usual causes are that Matter was removed from the channel, the channel was archived, deleted or transferred, the app was uninstalled or blocked by an admin, or the person you sent it to is not in the Matter channel. Matter retries a failed post for a short while on its own; if it still has not appeared after an hour, use the checks below.
Who can use this: Every member on every plan. Works the same for Slack and Microsoft Teams workspaces, with the platform specific checks marked.
For an overview of the whole feature, read the Kudos Guide. Related articles: Sending kudos in Slack and Sending kudos in Microsoft Teams.
Checks for Slack and Microsoft Teams
Did you see "Kudos Sent!"? If the form showed an error instead, the kudos was not sent. The most common ones: "You don't have any more coins to give" (lower the coin amount), "You cannot give yourself feedback" (pick someone else), "You can't give kudos to non-channel member(s)" (add them to the Matter channel first) and "This form is out of date. Please close it and open Give Kudos again."
Was it a private kudos? Private kudos never post in the channel. In Slack they go to a group direct message with you and the recipients; in Teams each recipient gets a personal message from Matter. Check there.
Was it sent to everyone or to a group? These post as one card in the channel, so look for the card rather than one post per person.
Was it a duplicate? If you submitted the same kudos twice within a minute, Matter keeps the first and shows "The kudos has been sent. It will post soon." for the second.
Is Matter still installed? If opening Give Kudos shows "Matter is no longer installed in this channel. Perhaps Matter was transferred to a new channel?", the workspace was removed or moved. Ask your admin which channel Matter is in now.
Slack only
MatterBot was removed from the channel. Opening Give Kudos shows "Matter Bot was removed from your channel. Please add it back by typing @matterbot to continue using Matter." Type @matterbot in the Matter channel and add it back the same day. Matter's nightly check removes the workspace if the bot is still missing, and kudos sent from the web app while the bot was out are not posted. Send them again once the bot is back.
The channel was archived or deleted. Matter stops posting to it, and the nightly check removes the workspace. Unarchive the channel the same day if it was a mistake, or transfer Matter to a new channel: Transfer Matter to a new channel in Slack.
You are not in a Matter channel. The Give Kudos shortcut shows "Oops! Looks like you aren't a member of a Matter channel." Join the channel, or send from the MatterBot Home tab.
Matter was uninstalled from Slack. A Slack admin removed the app under Manage apps. It has to be reinstalled: Installing Matter in Slack.
Microsoft Teams only
Your organization blocked Matter. Matter replies "Your organization has blocked Matter. The Matter application has been blocked by your organization." A Teams admin needs to allow it in the Teams admin center: Matter bot is disabled in Microsoft Teams.
Matter was removed from the channel or team, or the channel was deleted. Matter shows "Please install Matter to this team" or "Matter is no longer installed in this channel." Reinstall it, or restore the channel within 30 days: How to recover a deleted Microsoft Teams channel.
You sent it from a different channel. Matter runs in one channel per team, so Give Kudos only works from the Matter channel (or from the Matter tab and the message extension, which post to it).
The recipient is not in the channel. Matter looks every recipient up in the channel before posting. Add them to the team or channel and send again.
What happens to the coins
If a post fails for good after Matter's retries, the coins on it are returned to your allowance. If the kudos posted but the coins did not arrive, that is a different problem: see Kudos posted but the coins did not arrive.
Still stuck? Email support@matterapp.com with the workspace name, who sent the kudos, who received it and when.