"Can't open the Matter app right now" and similar errors when you click the Matter tab or send a kudos in Microsoft Teams come from Teams itself, not from Matter. They almost always mean one of three things: your organization's Teams admin has not approved Matter (or blocked it), Matter was removed from this channel or team, or Teams is holding a stale copy of the app. Here is how to tell which and fix it.
Who can use this: Any member can run the first checks; a Teams admin is needed to approve or unblock the app. Microsoft Teams only.
For everything on this topic, see the Matter for Microsoft Teams collection. Related articles: Matter bot is disabled in Microsoft Teams and Can't install Matter in Microsoft Teams.
What the message means
What you see | What it means | What to do |
"Can't open the Matter app right now" or the tab stays blank | Teams could not reach the app, usually because it is blocked or pending approval for your organization | Ask your Teams admin to approve Matter (step 1), then clear the cache (step 3) |
"Your organization has blocked Matter." | A Teams admin blocked the app in the Teams admin center | Teams admin unblocks it under Teams apps, Manage apps |
"Something went wrong! Unfortunately, Teams was unable to successfully install Matter." | The install did not complete, usually an IT permission issue or a stale pending request | Follow the three steps on that screen: approve Matter, remove it under Manage your apps if listed, wait four hours, install again |
"Please install Matter to this team" or "Matter is no longer installed in this channel." | Matter was removed from this channel or team, or moved to another channel | Ask your Matter admin which channel Matter is in, or reinstall it |
"Matter is already installed in this team" | Matter runs in one channel per team and you opened it from another channel | Use the Matter channel named in the message |
"This bot is disabled" | Teams has an old, blocked copy of the app cached |
Fix it
Check with your Teams admin that Matter is allowed. In the Teams admin center, under Teams apps, Manage apps, search for Matter and make sure its status is Allowed and there is no pending request. Teams admin changes can take up to 48 hours to reach every user. Control who can add Matter to Microsoft Teams channels.
Check that Matter is still in the team. In the team, open Manage team, then Apps. If Matter is missing, add it back to the Matter channel: Installing Matter in Microsoft Teams. If the channel itself was deleted, restore it within 30 days: How to recover a deleted Microsoft Teams channel.
Clear the Teams cache and sign in again. Quit Teams fully, sign out, sign back in, and try the Matter tab in the Teams web app at teams.microsoft.com. A stale cached copy of the app is the usual cause when everything else is right.
Try from the right place. Matter runs in one channel per team. Open the Matter tab in that channel, or use the Give Kudos message extension from any chat.
Still failing? Email support@matterapp.com with your Teams version and, if we ask, the Teams logs: How to collect Microsoft Teams logs for troubleshooting.
FAQs
Why does it work for my colleague but not for me?
Teams app policies can apply per user or group. Ask your Teams admin to check that the app setup and permission policies assigned to you allow Matter, and that you are a member of the Matter channel.
Does Matter lose our data when the app is blocked?
Not immediately. If the block stays in place past Matter's nightly sync, Matter removes the workspace from that team. Your team can no longer see its kudos history in Matter, and you will need to reinstall. Email support@matterapp.com if you need it restored.
I am a guest from another organization. Can I use Matter here?
No. Matter is only available to members of the organization that owns the channel.