Critical Issue: Support Agents not receiving Verification Codes (OTP) since last Saturday | Community
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Critical Issue: Support Agents not receiving Verification Codes (OTP) since last Saturday

  • March 9, 2026
  • 3 replies
  • 15 views
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Hi everyone / Intercom Team,

I’m reporting a persistent issue regarding our workspace login process. Since last Saturday, several of our customer support agents have been unable to log in because the verification codes (OTP) are never delivered to our email addres.

Problem Details:

  • Issue: Verification codes for 2FA/Login are not arriving.

  • Affected Users: Multiple support executives/agents.

  • Duration: Ongoing since Saturday 

  • Troubleshooting already done:

    Checked Spam/Junk folders (nothing there).

    Tried "Resend Code" multiple times with no success.

This is significantly impacting our response times as a portion of our team is completely locked out of the platform.

Is anyone else experiencing delays with Intercom’s emails? If there’s a known outage or a specific workaround we should try, please let us know as soon as possible.
 

Thanks in advance for the help!

Best answer by Nathan Sudds

Sorry you are having this issue! Have you reached out to support on chat or contacted your Intercom CSM/Rep?

​@mateusz.leszkiewicz ​@Diana Tripac  Maybe you can escalate this in some way?

 

    3 replies

    Nathan Sudds
    Top Expert ✨
    Forum|alt.badge.img+8
    • Nathan Sudds
    • Top Expert
    • Answer
    • March 9, 2026

    Sorry you are having this issue! Have you reached out to support on chat or contacted your Intercom CSM/Rep?

    ​@mateusz.leszkiewicz ​@Diana Tripac  Maybe you can escalate this in some way?

     

    Nathan Sudds, Intercom Consultant | activelabs.ca | Book a free call: cal.com/nathansudds/intercom. Case study: https://www.intercom.com/customers/jukebox
    Diana Tripac
    Intercom Team
    Forum|alt.badge.img+3
    • Diana TripacIntercom Team
    • Leading the Community @ Intercom
    • March 10, 2026

    Hi ​@Nathan Sudds thanks for flagging that, I have created an Intercom ticket on that ( we have this functionality in community to escalate forum conversations directly with the support team)

    btw, ​@Sean Meade Forum Support Lead  is now replacing Mat as a Forum Support Lead.

    ​@Sean Meade Forum Support Lead if we see urgent conversations on forum, we can escalate that to the support team so someone can look into that asap.

    Diana Tripac | Leading Community @ Intercom
    S
    Intercom Team
    Forum|alt.badge.img+5

    Thanks for tagging me ​@Diana Tripac and for escalating!

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