diff --git a/app/services/twilio/incoming_message_service.rb b/app/services/twilio/incoming_message_service.rb
index abb6eb9f9..3887ff380 100644
--- a/app/services/twilio/incoming_message_service.rb
+++ b/app/services/twilio/incoming_message_service.rb
@@ -107,11 +107,7 @@ class Twilio::IncomingMessageService
   def attach_files
     return if params[:MediaUrl0].blank?
 
-    attachment_file = Down.download(
-      params[:MediaUrl0],
-      # https://support.twilio.com/hc/en-us/articles/223183748-Protect-Media-Access-with-HTTP-Basic-Authentication-for-Programmable-Messaging
-      http_basic_authentication: [twilio_channel.account_sid, twilio_channel.auth_token || twilio_channel.api_key_sid]
-    )
+    attachment_file = download_attachment_file
 
     attachment = @message.attachments.new(
       account_id: @message.account_id,
@@ -126,4 +122,28 @@ class Twilio::IncomingMessageService
 
     @message.save!
   end
+
+  def download_attachment_file
+    download_with_auth
+  rescue Down::Error => e
+    handle_download_attachment_error(e)
+  end
+
+  def download_with_auth
+    Down.download(
+      params[:MediaUrl0],
+      # https://support.twilio.com/hc/en-us/articles/223183748-Protect-Media-Access-with-HTTP-Basic-Authentication-for-Programmable-Messaging
+      http_basic_authentication: [twilio_channel.account_sid, twilio_channel.auth_token || twilio_channel.api_key_sid]
+    )
+  end
+
+  # This is just a temporary workaround since some users have not yet enabled media protection. We will remove this in the future.
+  def handle_download_attachment_error(error)
+    logger.info "Error downloading attachment from Twilio: #{error.message}"
+    if error.message.include?('401 Unauthorized')
+      Down.download(params[:MediaUrl0])
+    else
+      ChatwootExceptionTracker.new(error, account: @inbox.account).capture_exception
+    end
+  end
 end
diff --git a/spec/services/twilio/incoming_message_service_spec.rb b/spec/services/twilio/incoming_message_service_spec.rb
index 02ec8013d..5f4dcec69 100644
--- a/spec/services/twilio/incoming_message_service_spec.rb
+++ b/spec/services/twilio/incoming_message_service_spec.rb
@@ -169,5 +169,65 @@ describe Twilio::IncomingMessageService do
         expect(twilio_sms_channel.inbox.conversations.count).to eq(1)
       end
     end
+
+    context 'when a message with an attachment is received' do
+      before do
+        stub_request(:get, 'https://chatwoot-assets.local/sample.png')
+          .to_return(status: 200, body: 'image data', headers: {})
+      end
+
+      let(:params_with_attachment) do
+        {
+          SmsSid: 'SMxx',
+          From: '+12345',
+          AccountSid: 'ACxxx',
+          MessagingServiceSid: twilio_channel.messaging_service_sid,
+          Body: 'testing3',
+          NumMedia: '1',
+          MediaContentType0: 'image/jpeg',
+          MediaUrl0: 'https://chatwoot-assets.local/sample.png'
+        }
+      end
+
+      it 'creates a new message with media in existing conversation' do
+        described_class.new(params: params_with_attachment).perform
+        expect(conversation.reload.messages.last.content).to eq('testing3')
+        expect(conversation.reload.messages.last.attachments.count).to eq(1)
+        expect(conversation.reload.messages.last.attachments.first.file_type).to eq('image')
+      end
+    end
+
+    context 'when there is an error downloading the attachment' do
+      before do
+        stub_request(:get, 'https://chatwoot-assets.local/sample.png')
+          .to_raise(Down::Error.new('Download error'))
+
+        stub_request(:get, 'https://chatwoot-assets.local/sample.png')
+          .to_return(status: 200, body: 'image data', headers: {})
+      end
+
+      let(:params_with_attachment_error) do
+        {
+          SmsSid: 'SMxx',
+          From: '+12345',
+          AccountSid: 'ACxxx',
+          MessagingServiceSid: twilio_channel.messaging_service_sid,
+          Body: 'testing3',
+          NumMedia: '1',
+          MediaContentType0: 'image/jpeg',
+          MediaUrl0: 'https://chatwoot-assets.local/sample.png'
+        }
+      end
+
+      it 'retries downloading the attachment without a token after an error' do
+        expect do
+          described_class.new(params: params_with_attachment_error).perform
+        end.not_to raise_error
+
+        expect(conversation.reload.messages.last.content).to eq('testing3')
+        expect(conversation.reload.messages.last.attachments.count).to eq(1)
+        expect(conversation.reload.messages.last.attachments.first.file_type).to eq('image')
+      end
+    end
   end
 end