Problem with images and GIFs

Question

Problem with images and GIFs

ANTONIO MADRIZ 20

Hello Microsoft Teams Support,

I've been having problems lately with the Teams app and the Teams web version. One of my colleagues' accounts won't let her send images, GIFs, or emojis to specific chats, but this problem doesn't occur in other chats.

I’ve already tried reinstalling it from the Microsoft Store and from a browser, cleared the app’s cache, and forced the chat request to be accepted again when starting a chat.

Could you provide me with more information about the issue or a solution for it?

Thank you very much, and I look forward to hearing from you.

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Ivory 1,155 Independent Advisor

Hi Antonio,

Since this issue occurs on both the desktop app and Teams on the web, it points to a server-side policy or account-level configuration rather than a local app glitch, which is why clearing the cache and reinstalling did not resolve it.

You mentioned forcing the chat request to be accepted again. That specific action applies to conversations with people outside your organization (external or federated contacts), which suggests the chats where media fails are external, while the ones working properly are internal.

To help narrow down and troubleshoot this issue further, could you please verify the following details regarding the affected user's account and the specific chats experiencing the problem?

Are the affected chats exclusively with external or guest users, or do they also include internal colleagues within the organization?
Does this happen across both 1-on-1 chats and group chats, or is it restricted to one specific thread/group?
When attempting to send images, GIFs, or emojis, does the message fail silently, or is there a specific error message or warning returned (e.g., related to compliance, content policies, or message delivery)?
Please reach out to your IT admin and ask them if this's caused by a messaging policy setting (such as Giphy, memes, or sticker content ratings) within your organization, an external access policy mismatch between our tenant and the external organization, or an active Purview compliance policy?

Once I have a clearer understanding of your current situation, I’ll be happy to assist you with greater accuracy. Please feel free to share any additional details you believe are relevant. Screenshots are especially helpful and much appreciated.

Thank you for your patience and your understanding. If you have any additional questions, please feel free to reach out.

I'm looking forward to your reply.

ANTONIO MADRIZ 20 Reputation points

2026-08-11T19:14:24.61+00:00
Hi Ivory,Thank you for your interest in supporting me. I’ll provide more information by answering your questions:

The chats where it’s not possible to send images are with colleagues within the same organization, just from different departments.

The problem is with one specific chat; he tells me it only happens when he tries to message a coworker. In groups and other chats, he is able to perform these actions.

The error message that appears when trying to send a message is as follows: “You can only send text until this chat request is accepted.” However, as I mentioned earlier, there is a history of messages and images sent prior to this error.

The IT department did not make any adjustments, impose any restrictions, or apply any additional settings within the messaging policy.

That is all the information I have at this time.

Thank you again for your support in addressing this situation.
Ivory 1,155 Reputation points Independent Advisor

2026-08-11T21:36:48.3866667+00:00

Hi Antonio,

Based on the error message "You can only send text until this chat request is accepted," this is likely a chat state or backend synchronization issue rather than a messaging policy restriction.

Even though the users have exchanged images before, Teams is mistakenly treating this specific conversation as a new, unaccepted chat request. This can happen due to backend glitches, client cache errors, or a recent account identity change (like a UPN update).

Given the nature of the problem, the most effective next step is reaching out to your IT admin and ask them to use their admin credentials to submit a support request through the Microsoft 365 Admin Center on your behalf.

Microsoft also provides customer service phone numbers based on your region. Your IT admin can find the appropriate contact number here: Customer service phone numbers - Microsoft Support

This route ensures that a Microsoft support engineer can initiate a remote session to investigate backend configurations, run advanced diagnostic tools, and, if necessary, escalate the case to specialized teams with access to internal systems and logs. These backend resources are essential for resolving issues that go beyond what’s visible in the user interface.

I hope this helps you resolve the issue quickly. I’m glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.