Hi @John Seo Paul here from Support Engineering
If the user_id is appearing but name and email are missing for new users, yet the same data works fine with Pendo, we’ll want to double-check a few things on the Intercom side.
Here’s what I recommend verifying:
1. Confirm the Initialization Format
Make sure your Intercom boot code (or SDK call) still includes name and email. For example:
window.Intercom("boot", {
app_id: "your_app_id",
user_id: "12345",
name: "Jane Doe",
email: "jane@example.com",
user_hash: "generated_hash"
});
2. Check for Timing Issues
If user_hash is being used for Identity Verification, and your boot call is happening before the hash is generated or fully attached to the request, Intercom may reject parts of the payload silently. This could explain why only user_id is showing.
3. Look at Identity Verification Behavior
Since you're using user_hash, Intercom will reject any personally identifiable information (like name or email) unless the hash is valid and matches the HMAC signature based on your app’s secret.
If the hash is invalid or not present at the time of the boot, those fields won’t be accepted even though user_id is allowed.
You can test this by temporarily disabling Identity Verification (just for internal testing), or by checking if your user_hash generation logic has changed in the last 3 weeks.
4. API or JavaScript Boot Differences
Let me know if you're sending this data via API (/users endpoint) or via the JavaScript boot snippet we can dig further into logs depending on that.
