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Problem with chat on mobile

  • May 20, 2025
  • 3 replies
  • 147 views
V

We're experiencing an issue where some users are unable to access the chat on mobile.
We're using the Flutter SDK in our app. We've already verified that the affected users are correctly registered in our database, and the ID information is being passed properly. Interestingly, the chat is working fine for other users.

How can we resolve this issue?

 

 

Best answer by Nathan Sudds

​@Vinicius Ribeiro  Is this a screenshot from the app and you aren’t seeing the messenger bubble at the bottom right?  Is there a way for a user to have the app but not be logged in yet?  Could it be that you don’t have the messenger turned on for visitors and these people are not logged in yet?

Curious but I think we’ll need more information to help you troubleshoot. 

3 replies

Nathan Sudds
Top Expert ✨
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  • Nathan Sudds
  • Top Expert
  • Answer
  • May 20, 2025

​@Vinicius Ribeiro  Is this a screenshot from the app and you aren’t seeing the messenger bubble at the bottom right?  Is there a way for a user to have the app but not be logged in yet?  Could it be that you don’t have the messenger turned on for visitors and these people are not logged in yet?

Curious but I think we’ll need more information to help you troubleshoot. 

Nathan Sudds, Intercom Consultant | activelabs.ca | Book a free call: cal.com/nathansudds/intercom. Case study: https://www.intercom.com/customers/jukebox
Ryan Parker
V

I'm sorry I ended up putting the wrong printscreen. The error screen is this one:

 

E
Intercom Team
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Hi ​@Vinicius Ribeiro ! Ebenezer here from Engineering Support👋.

Are you getting any error logs in the backend, if so could you send them over?

Thanks!

Ebenezer - Customer Support Engineer
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