iOS Messenger empty ("Content could not be loaded") for 2 months — same fresh project works then fails, points to server side | Community
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iOS Messenger empty ("Content could not be loaded") for 2 months — same fresh project works then fails, points to server side

  • July 3, 2026
  • 1 reply
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Anna S12
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We've had the iOS Messenger down for ~2 months on our production app (React Native, @intercom/intercom-react-native 10.3.4, US workspace, appId m4e3h09o). Android works fine with the identical integration.

Symptoms: the Messenger opens but content stays empty; the native console shows repeated "network error – the data couldn't be read because it isn't in the correct format" on update-user and fetch-composer-suggestions. curl to api.intercom.io succeeds, so it isn't connectivity — the SDK is receiving a response it can't parse (JSON deserialization failure).

What we've already done: confirmed appId + iOS key resolve to the same workspace; ruled out init order, ATS, SSL pinning, duplicate packages and region routing.

The telling part: a minimal, empty Expo project with the same appId/key loaded the Messenger correctly on one run, then reproduced the exact same error on a later run — with nothing changed locally. An identical client that passes and then fails with zero local changes points to a server-side/account response, not app code.

Two months in, we still haven't been able to get the server-side logs for our appId actually checked. Has anyone hit this JSON-parse pattern on iOS — and how did you get an account/server-side issue investigated and escalated beyond first-line support?

    1 reply

    O
    • Oleh
    • New Participant
    • July 6, 2026

    This clearly needs to be escalated to Intercom’s technical team. Two months of Messenger downtime in production is a critical issue, especially given the detailed logs and the fact that the error can be reproduced without any changes to the code or configuration.

    The server-side logs for this specific appId should be reviewed and a clear conclusion provided, rather than limiting the investigation to standard integration checks. 😱

      Anna S12
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      • Anna S12
      • Author
      • Connector
      • July 6, 2026

      Thanks Oleh, exactly our point  the issue reproduces with zero changes to code or config, so standard integration checks can't be the endpoint.

      Worth noting there's already a verified thread here on the same pattern: "Messenger intermittently fails with 'Something's gone wrong, content could not be loaded' (iOS and Android)." So this isn't isolated to one setup.

      All we're asking for is the one step that hasn't happened in two months: a review of the server-side logs for the specific appId to see what the server actually returned during the failing runs, handled by the technical team rather than first-line. Hoping to get that moving 

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