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"Check the Installation" – Domain Not Verified question

  • February 24, 2025
  • 1 reply
  • 19 views
J

Hello,

We have integrated Intercom Identity for both web and mobile (React Native). However, when performing the "Check the Installation" verification, our domain is not marked as verified, even though we are sending the user_hash generated from our backend based on the user's email.

We suspect that the issue might be related to our handling of guest users. In our web application, we allow guest users, and in these cases, we do not send the user_hash. Could this be the reason why our domain is not being verified?

We would appreciate any guidance on how to properly handle this scenario.

Thank you!

Best answer by Emilygav

Hey there ​@Jose Garcia, Emily here from Support Engineering at Intercom 👋🏼

 

Your issue with the domain not being marked as verified could indeed be related to how you handle guest users. If you allow guest users and do not send the user_hash for them, this can affect the verification status. Identity Verification requires that you generate hashes for your users using the Identity Verification secret and one of their identifiers (user_id or email).
 

For users where you do not send a user_hash, such as guest users, the Messenger may not load properly, and this could lead to verification issues . Ensure that you are generating your HMAC with the correct user data based on what you’re sending to Intercom. If you’re sending just the email attribute, make sure your HMAC is generated with that same email value.


If you continue you have issues, it may be best to get in touch with our team via the messenger so we can troubleshoot further. 

Hope this helps!💪🏼

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Emilygav
Intercom Team
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  • EmilygavIntercom Team
  • Intercom Team
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  • February 28, 2025

Hey there ​@Jose Garcia, Emily here from Support Engineering at Intercom 👋🏼

 

Your issue with the domain not being marked as verified could indeed be related to how you handle guest users. If you allow guest users and do not send the user_hash for them, this can affect the verification status. Identity Verification requires that you generate hashes for your users using the Identity Verification secret and one of their identifiers (user_id or email).
 

For users where you do not send a user_hash, such as guest users, the Messenger may not load properly, and this could lead to verification issues . Ensure that you are generating your HMAC with the correct user data based on what you’re sending to Intercom. If you’re sending just the email attribute, make sure your HMAC is generated with that same email value.


If you continue you have issues, it may be best to get in touch with our team via the messenger so we can troubleshoot further. 

Hope this helps!💪🏼

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