User attributes missing in Intercom (Name and Email) for recently created users | Community
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Hi, I need your help with user data not showing correctly in Intercom.

We are initializing Intercom with name, user_id, email, and user_hash.
Everything works fine for most users, but starting from 3 weeks ago, new users only show user_id, and name and email are missing on their profiles.

At first, we suspected it might be an issue on our end. However, we’re also sending the exact same user data to Pendo, and it’s working perfectly there — all fields are showing as expected.

Could you help us check if there were any changes on Intercom's side, or suggest what else we can verify to resolve this?

Thanks!

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.

 

Joining here since I have the same issue. 
I took a look at Paul Byrne comment and I have everything configured accordingly. 

Does anyone else experience something similar? 

I’m now having this issue as well - we haven’t changed anything in over a year but from about a month ago we started experiencing this issue. ​@Paul Byrne we don’t use user_hash in our request - is this something we should be doing? Could that be causing the issue?

Hi ​@Mor Cohen and ​@Anna Andrews,

Please reach out to our Support Team via the Messenger if you’re still running into this issue that so we can take a look at your set up directly. Thanks! 

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