Teams chat from Collaborate showing "Invalid Access token" for one specific user

[aparnaravi]

Subject: Teams chat from Collaborate showing "Invalid Access token" for one specific user

Hi Team,

I’m facing an issue with Microsoft Teams integration through Collaborate in ServiceNow for a specific user.

Issue:
When the user tries to start a Teams chat from Collaborate, the following error is displayed:

Invalid Access token. Please check your credential alias.

Additional observations:

• Teams chat functionality is working correctly for me and other users.

• The issue is affecting only one specific user.

• The user also has a soft PIN configured in ServiceNow.

• In the Collaborate panel, the user presence was showing "Presence unknown".

Actions already performed:

• Verified that the issue is user-specific.

• Checked basic user details and profile information.

Has anyone experienced a similar issue where only one user is impacted? Could this be related to user mapping, OAuth token synchronization, Teams presence resolution, or another user-specific setting?

Any suggestions would be appreciated.

Thank you.

[GlideFather]

Ahoy @aparnaravi,

check this whether it can help you:
Unable to initiate Teams collaboration chats from Aspen "Invalid Access token. Please check your cre... 

[Tanushree Maiti]

Hi @aparnaravi 

1. Navigate to Manage Token 

Check your Token for Azure is Expired or Active

Note: If Expired, generate the token again post adding scope as mentioned in step 2.

2. Go to Oauth profile for your connection. Make sure you have added offline_access .

   To maintain your connection and generate refresh tokens that don't expire after an hour, you need to add this scope.

refer these KBs as well, if it helps you.

KB2681648 Unable to initiate Teams collaboration chats from Aspen "Invalid Access token. Please chec... 

KB2151686 Microsoft Teams Chat fails with invalid access token error