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iOS voice transcription failed

  • December 11, 2025
  • 5 replies
  • 23 views
L

Hi, 

we tried to integrate the voice transcription feature in our iOS application but we encountered an issue with the SDK. 

We have a HTTP Error: 401 unauthorized, with message “Tried to transcribe audio but there was a network error”

All other features (message, document, photos) work correctly and our Android version succeed to use voice transcription.

We check this list and seems ok in our side : 

  • Verify iOS preprod Identity Verification secret in Intercom dashboard (Security Settings → Identity Verification → iOS → Preprod)
  • Ensure backend generates ios_user_hash with correct iOS preprod secret
  • Upgrade Intercom SDK to latest version both apps
  • Add NSSpeechRecognitionUsageDescription permission in Info.plist files
  • Ensure setUserHash is called before any other Intercom method

I extract the intercom log : 

[Intercom] Push Notifications Handler: AUTO

[Intercom] INFO - Checking if user identity matches existing identity.

[Intercom] INFO - User identity matches existing identity.

[Intercom] INFO - Updating user attributes.

[Intercom] INFO - Not updating user. Duplicate user attributes.

[our log]  succeed to connect user to intercom (result from Intercom.loginUser)


[Intercom] Push Notifications Handler: AUTO

[Intercom] Push Notifications Handler: AUTO

[our log] Speech recognition authorization granted

[Intercom] Push Notifications Handler: AUTO

[Intercom] ERROR - Tried to transcribe audio but there was a network error - HTTP Error: 401 unauthorized

Voice transcription API error: serverError(IntercomSDKPrivate.APIErrorType.serverError(401))

 

Do you have any idea of our problem ?

 

Best regards

 

5 replies

Paul Byrne
Intercom Team
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  • Paul ByrneIntercom Team
  • Intercom Team
  • December 11, 2025

Hey ​@Ludovic Garreau Paul here from support engineering to help you out 🤝 

I need to gather some data, if that ok :)

 

What Intercom iOS SDK version are they using? (they mention "latest" but I need the exact version number)

 

Is this happening for all users or specific users?

 

Are they using Identity Verification for their workspace? (appears yes based on their checklist)

 

Can you provide the full API request/response if available from iOS network logs?

L
  • Ludovic Garreau
  • Author
  • New Participant
  • December 11, 2025

We used the 19.4.0 but we also try on 19.3.1, we don’t put this feature in production, we’re 6 persons to test the feature and we’d the transcription failed error. All users are identified, we see our previous conversations. 

Regarding your last request, although we enable logging (Intercom.enableLogging()) we didn’t have api call in our console. 

 

Paul Byrne
Intercom Team
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  • Paul ByrneIntercom Team
  • Intercom Team
  • December 11, 2025

Timestamps - When did these 6 users test? (with timezone)

Confirmation: Are you using Identity Verification for your workspace? (You mentioned checking iOS preprod secrets, so I assume yes?)

L
  • Ludovic Garreau
  • Author
  • New Participant
  • December 11, 2025

We did some tests since one weeks, my latest tests were this afternoon. I did new test now at 

11/12/2025 16:33:38 UTC+1 (15:33 GMT) with same result 

[Intercom] ERROR - Tried to transcribe audio but there was a network error - HTTP Error: 401 unauthorized

Voice transcription API error: serverError(IntercomSDKPrivate.APIErrorType.serverError(401))

 

L
  • Ludovic Garreau
  • Author
  • New Participant
  • December 11, 2025

Sorry I forgot :”Are you using Identity Verification for your workspace”

With identify with setUserHash on our both application and we don’t yet use jwt security in our both application


 It’s our init code :             

Intercom.setApiKey(key, forAppId: appId)
Intercom.setLauncherVisible(false)
Intercom.setUserHash(iosUserHash)
 let icm = ICMUserAttributes()
icm.userId = oauthId
icm.languageOverride = LocaleManagerSW.getLanguage()
let res = try await self.rest.getUserContactAsync()
icm.name = res.getFullName()
Intercom.loginUser(with: icm)

            

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