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This article helps you troubleshoot and resolve errors where the Viva Sales app for Microsoft Teams doesn't connect to Dynamics 365 when two-factor authentication is enabled.

Who is affected?

Client App

Viva Sales app for Teams


Web and desktop clients


Windows and Mac


User managed and admin managed


Dynamics 365 and Salesforce


All users


The Viva Sales app is unable to communicate with Dynamics 365, but the user can access Dynamics 365 directly. 

Root cause and resolution

Root cause

If the Dynamics 365 organization has two-factor authentication enabled, but Microsoft Teams does not, the Viva Sales app for Teams will be unable to communicate with Dynamics 365. This is intended to prevent security incidents. When Dynamics 365 has two-factor authentication enabled, any communication from users that logged into an app without two-factor authentication will be considered as untrusted.


To solve this problem, you must perform one of the following actions:

  • Enable two-factor authentication in Dynamics 365 and Teams. This is the preferred action.

  • Disable two-factor authentication in Dynamics 365 and Teams.

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