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API 401 error "token_not_found" but the access token is provided

  • February 7, 2025
  • 1 reply
  • 4 views

Hello,

I am using Intercom API in a GCP cloud run to do several things, especially updating a user.

Sometimes it works, but sometimes I get an 401 error: “token_not_found”, and I checked multiple times with logs: I am always sending the access token and it’s the right one. “intercom_user_id” is also the right one.

I also checked multiple times my server and logic, and there’s no error. It’s happening both in production and test mode.

Here are some request ids where this error happened: 0003sad4ua316ingi1l0, 000an1qat9nc63bsg160, 0021017ivsn8tt93ipd0.

Here is the call in python:

url = f"https://api.intercom.io/contacts/{intercom_user_id}"
headers = {
     "Authorization": f"Bearer {settings.INTERCOM_ACCESS_TOKEN}",
     "Intercom-Version": "2.12",
     "Content-Type": "application/json",
}

update_dict = intercom_profile.model_dump()

try:
    response = await httpx_client.put(url=url, headers=headers, json=update_dict)
     if response.status_code != 200:
         log.info(response.json())
         log.info(f"INTERCOM_ACCESS_TOKEN: {settings.INTERCOM_ACCESS_TOKEN}")
         return False
    return True
except Exception:
    log.exception("failed updating user")
    return False

And an example of what “update_dict” looks like:

{'role': 'user',
 'name': 'username',
 'signed_up_at': 1682037791,
 'last_seen_at': 1738934990,
 'custom_attributes': 
    {'Display name': 'display name',
    'Description': ' ',
    'First name': 'first_name',
    'Last name': 'last_name',
    'Follower count': 37767,
    ...
    }
}

I am using python 3.12.8 and the package versions are:

pydantic==2.10.6
fastapi==0.115.7
httpx==0.28.1
uvicorn==0.34.0
google-cloud-firestore==2.20.0
firebase-admin==6.6.0
google-cloud-logging==3.11.3
google-cloud-tasks==2.18.0
user-agents==2.2.0
pytz==2024.2
urllib3==2.3.0
gcloud-aio-storage==9.3.0
pytest-asyncio==0.25.3
pytest-mock==3.14.0
python-multipart==0.0.20
pillow==11.1.0
types-Pillow==10.2.0.20240822
types-protobuf==5.29.1.20241207
alembic==1.14.1
SQLAlchemy==2.0.37
psycopg2-binary==2.9.10
transformers==4.48.1
asyncpg==0.30.0
types-pytz==2024.2.0.20241221
mixpanel==4.10.1
async-customerio==1.4.1
google-cloud-bigquery==3.29.0
phonenumbers==8.13.53
fastparquet==2024.11.0
taxjar==2.0.0
pandas-stubs==2.2.3.241126
pandas==2.2.3
pyarrow==19.0.0
types-aiofiles==24.1.0.20241221
gcloud-aio-bigquery==7.1.0
langchain==0.3.16
langchain-community==0.3.16
langchain-anthropic==0.3.4
langchain-core==0.3.32
langchain-openai==0.3.2
logsnag==1.0.1
types-python-dateutil==2.9.0.20241206
elasticsearch==8.17.1
RapidFuzz==3.11.0
app-store-server-library==1.5.0

 

Thank you,

Nawfal

Best answer by Diogo Silva

Hi Newfal,
To resolve 401 "token_not_found" error when using Intercom API in GCP Cloud Run, check the following points
• Confirm that the access token is current and valid
• Make sure the authorization header is formatted correctly: Authorization: Bearer <YOUR_TOKEN_HERE>
• Verify that the Intercom API version in the header is correct. Consider using a stable version such as 2.10 or 2.11 instead of the unstable version
• Try clearing the token cache or generating a new access token

If the issue persists, we recommend contacting Intercom technical support for further investigation

I hope it helps you in some way.

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1 reply

Diogo Silva
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  • Active User
  • 23 replies
  • Answer
  • February 12, 2025

Hi Newfal,
To resolve 401 "token_not_found" error when using Intercom API in GCP Cloud Run, check the following points
• Confirm that the access token is current and valid
• Make sure the authorization header is formatted correctly: Authorization: Bearer <YOUR_TOKEN_HERE>
• Verify that the Intercom API version in the header is correct. Consider using a stable version such as 2.10 or 2.11 instead of the unstable version
• Try clearing the token cache or generating a new access token

If the issue persists, we recommend contacting Intercom technical support for further investigation

I hope it helps you in some way.


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