My enterprise Teams can't add customer personal Teams id.

Question

My enterprise Teams can't add customer personal Teams id.

Eric Yang 0

My enterprise Teams account can't add customer‘s personal Teams and my customer also can't add my Teams id, settings in Admin Teams are ok, how to resolve?

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2 answers

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Answer 1

Kien 1,545 Independent Advisor

Dear Eric Yang,

To ensure I understand your request correctly and to support you as effectively as possible, I need more specific information from you:

Could you share a screenshot as the image below (go to Microsoft Teams admin center > External collaboration > External access)?

User's image When you try to add each other, what exact issue message appears? Please provide a screenshot if possible.

How are you adding the user: by email address, phone number, or Teams username?

Is the customer using Microsoft Teams Free/personal with a personal Microsoft account, or Microsoft 365 through another organization?

Does the issue affect all personal Teams users or only this specific customer?

Can either of you communicate with other external or personal Teams accounts?

Does the same issue occur in the Teams desktop app, web app, and mobile app?

When did the issue begin, and has communication between these two accounts ever worked before?

Your provided information will help me assist you more promptly and efficiently.

Eric Yang 0 Reputation points

2026-09-17T07:09:49.8666667+00:00
I add user the user by email address.

Customer is using Microsoft Teams Free& personal account.

This issue affects all the personal accounts and not affect enterprise accounts.

It is the same occure in Teams desk app, web app and mobile app.

For persional Teams account is closed in China, I applied enterprise account 3 days agao, this situation happened, when I add my customer personal Teams account ,.
Eric Yang 0 Reputation points

2026-09-17T07:11:45.5766667+00:00
I add the user by email address.

Customer is using Microsoft Teams Free& personal account.

This issue affects all the personal accounts and not affect enterprise accounts.

It is the same occure in Teams desk app, web app and mobile app.

For persional Teams account is closed in China, I applied enterprise account 3 days agao, this situation happened, when I add my customer personal Teams account ,.
Eric Yang 0 Reputation points

2026-09-17T07:16:14.5666667+00:00

Attached is screenshot of the admin teams
Eric Yang 0 Reputation points

2026-09-17T07:17:28.16+00:00

1111.png
Kien 1,545 Reputation points Independent Advisor

2026-09-19T04:51:40.3466667+00:00

Dear Eric Yang,

Based on your given information, this issue may due to your account is registered in China. In this case, I recommend you contacting Microsoft Support via Support for Power Platform and Dynamics 365 apps - operated by 21Vianet in China - Power Platform | Microsoft Learn or raising a support ticket in Microsoft admin center Get support - Microsoft 365 Admin | Microsoft Learn for further assistance.

Answer 2

EmilyS_726 29,115 Volunteer Moderator

Just to clarify, your enterprise account is registered in China, right?

What about these personal accounts, are they Chinese users?

Eric Yang 0 Reputation points

2026-09-18T06:21:20.74+00:00

Yes, my enterprise account is registered in China. personal accounts are my customers who are not Chinese.
EmilyS_726 29,115 Reputation points Volunteer Moderator

2026-09-19T00:44:12.4266667+00:00

I think that can be the problem.

If you registered yours in China, that means you can be hosted in the 21Vianet's cloud.

As of now, it is not documented anywhere that users search between 21Vianet work account <> Personal account is supported.

What happens if you send the chat link via email to the user, can they join that way?