Answered

Unlogged users can use intercom functionality with Identity verification turned on

  • 9 February 2024
  • 4 replies
  • 110 views
M

Hi,

We have been using Intercom for quite some while and with ID verification turned on, the intercom functionality wont work for users without an account. If the user has an account and logs in it works like a charm (user_hash is set for both IOS and ANDROID and that works without a flaw). When logout again and pressing the chat bubble, the intercom messenger does pop up but said something’s gone wrong and returns this error:

[Intercom] ERROR - Tried to fetch composer suggestions but there was a network error (401) - Failed Identity Verification check

 

This also happens when the app starts up and you are not logged in and have not recently logged out.

Which is strange as the function used is Intercom.loginUnidentiefiedUser() (if this function is not relevant for ID verification than what is the alternative?)

When ID verification is turned off again all functionalities work perfect (both for logged in and unregistered users)

 

"react": "17.0.2","react-native": "0.68.5","@intercom/intercom-react-native": "6.4.0",

 

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Best answer by Jacob Cox 17 February 2024, 21:11

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4 replies

M

The title should be :

Unlogged users can’t use intercom functionality with Identity verification turned on

Jacob Cox
Userlevel 4
Badge +5

Hi @mbuit !

We recently had an issue around unidentified Users not properly passing identity verification in mobile SDKs in some workspaces. The team has implemented a fix for this. If you are still experiencing this issue then please reach out to our Support Team!

Jacob | Sr. Technical Support Engineer at Intercom
M

Hi @Jacob Cox ,

Thanks for your reply.

I will check again later today, and will let you/ Support Team know.

Maarten

M

Hi @mbuit !

We recently had an issue around unidentified Users not properly passing identity verification in mobile SDKs in some workspaces. The team has implemented a fix for this. If you are still experiencing this issue then please reach out to our Support Team!

Hi @Jacob Cox ,

It seems that most screens now work properly again besides for the case if a not registered client is finishing the registrattion (so still not logged in) , when clicking on the chatbubble the screen opens but says something went wrong. I have already mentioned this to support team as well.

Regards,

Maarten

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