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Answered

Mobile SDK Messenger Integration - User Verification failing for iPhone only

  • 28 January 2025
  • 1 reply
  • 23 views

Hello!

 

I am using the Intercom mobile SDK integration for a mobile application. As per the instructions on the dashboard I am enabling identity verification to secure the users messenger chats.

 

I am having a persistent issue where on iOS only, the user verification fails only for certain users. The call to register an identified user will fail with this error response:

Error: Error logging in: ERROR - [HTTP 401] - Failed Identity Verification check

 

I have replicated this for a user and verified the following:

The user hash value we are passing into setUserHash is correct as verified by the hash checker in the installation instructions

The user ID we user to generate the user hash is correct

The users email is correct

 

I am using the latest version of the mobile SDK on iOS

 

Are there any other steps I can follow to troubleshoot this issue? Any help would be much appreciated!

Best answer by Fario Consulting

Hi,
There might be an issue with how users are being logged in or out. 
You will want to ensure that you are properly logging your users out when they exit the app and logging them back in correctly with their respective user IDs

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1 reply

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Hi,
There might be an issue with how users are being logged in or out. 
You will want to ensure that you are properly logging your users out when they exit the app and logging them back in correctly with their respective user IDs


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