Teams Phone missing users

Good day @David Clarke

Welcome to Q&A forum!

To help us understand your situation better, could you please confirm the following questions:

1. What kind of phone are you using? (For example: Yealink, Poly, AudioCodes, etc.) There are a few brands and models that Microsoft certifies to work with Teams: Certified Teams Phone
2. Is the phone signed in with a personal user account or a shared/common area account? (A common area phone is typically placed in an area like a lobby, reception area, or a conference room and is available to many people to make a call)
3. Have there been any recent changes to Teams settings, licenses, or policies in your organization? (For example: updates to Teams Phone settings, user permissions, or device policies.)

Besides, to confirm that we are on the same page, I want to suggest some possible troubleshooting steps for you. Please take a look to see if it works:

Step 1: Check Line Key Configuration in Teams Admin Center

1. Go to Teams Admin Center → Teams Devices → Phones.
2. Select the affected phone.
3. Under Configuration, check the Line keys settings.
4. Try re-adding the quick dial users here.

If the users are searchable but not addable, it could be a policy or sync issue.

I have found a related article for you: Configuring Line Keys from Teams Admin Center (TAC)

Step 2: Verify User Licenses

You also need to make sure the users you're trying to add have:

• A valid "Microsoft Teams Phone license".
• Are enabled for "Enterprise Voice".

You need to ask your IT Admin to check this in Microsoft 365 Admin Center under the user’s profile.

1. Go to Microsoft 365 Admin Center (You’ll need admin permissions to access this.)
2. Search for the users
3. Check their licenses
   • Click on the user’s name.
   • Go to the "Licenses and Apps" tab.
   • Make sure "Microsoft Teams Phone Standard" or "Teams Phone with Calling Plan" is checked.
4. Check if Enterprise Voice is enabled
   • Still in the user’s profile, go to "Account"→ "Manage user settings".
   • Look for a setting called "Enterprise Voice" or "Voice Routing Policy".
   • If you don’t see it, this might need to be enabled by your IT admin

Set up Teams phone in your organization

Step 3: Restart and Re-sync the Phones

1. Restart the affected devices.
2. On the phone, go to Settings → Admin Settings → Resync or Factory Reset (Iphone)

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