`Sometimes getting "User Not Found" (404) error when sending events however user was created years ago | Community
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Hi there,

we’ve recently added events tracking and it was noticed that we get ad hock "User Not Found" error however user exists years. 

Request we send:

{
  "event_name": "post_autopublished",
  "created_at": 1731959712,
  "user_id": "..."
}

 

Response we received:

{
  "type": "error.list",
  "request_id": "0045a0lc51qku6vpphg0",
  "errors":
    {
      "code": "not_found",
      "message": "User Not Found"
    }
  ]
}

 

Retrying the API call can work but would be great to know what causes the issue.

 

Any help would be appriciated.

 

Best,

Antal

Hey ​@Antal Kiss 👋 Given the nature of this query and that we’ll likely need some further details here, I’m going to pass this over to the support team to take further action on this issue for you. We’ll be in touch over the Messenger 💬

​@Antal Kiss  Did you find a solution? I'm facing a similar issue, but I'm receiving a different error response:

 status: 404,
  response: '<html>\r\n' +
    '<head><title>404 Not Found</title></head>\r\n' +
    '<body>\r\n' +
    '<center><h1>404 Not Found</h1></center>\r\n' +
    '<hr><center>nginx</center>\r\n' +
    '</body>\r\n' +
    '</html>\r\n'

However, after retrying the same REST API call, everything worked without any issues.

Hey ​@bernice! Thank you for your reply. 

 

> We’ll be in touch over the Messenger 💬

When i can expect to be reached out?

Hi ​@SimSkub!

Currently, i'm in talk with a Engineering team’s member to discuss more details about this case.

I will report back here too if we sort this out.

 

hello, any updates on this? I believe I’m also getting unexpected 404 errors on events

Hi everyone,

Just to provide an update here: in my case, the 404 error occurred because the user had been archived. In such cases, the event request ends up on a 404 error response.

Best,

Antal

Hi everyone,

Just to provide an update here: in my case, the 404 error occurred because the user had been archived. In such cases, the event request ends up on a 404 error response.

Best,

Antal

Hey ​@Antal Kiss  we are facing similar issue but that’s not because the users are archived, it seems to be because the users were created without the `user_id` field, and now that we are supplying user id in jwt, it is returning the same issue 404, “User Not Found”

 

Any solution that can help us, other than assigning user ids to each user before migrating to JWT?

Hey there ​@Umair Jibran 👋🏼

 

If users were created without a user_id, and you are now supplying user_id in the JWT, Intercom will return “User Not Found” because JWT authentication requires the user to already exist in Intercom with a user_id.

 

Intercom does not automatically create or match users based on email alone when using JWTs.

 

The only solution is to assign user_ids to each user before migrating to JWT. There is no workaround for this requirement; you must update existing users to include a user_id for JWT authentication to succeed. You can do this via the API by retrieving the Intercom ID for each user and then updating their record to include a user_id.

 

 

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