Intercom Messenger 403 Missing or Invalid user_hash

How to fix it

Try these in order — the most common fix is first.

1. 1. Match hash and identifier

   Copy steps
   1. Generate the user hash from the same user_id (or email) you pass to Intercom
   2. Always send the identifier along with the hash
   3. Regenerate it on every login or user switch
   Did this fix it? Yes No

2. 2. Use the right secret

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   1. Identity Verification: Settings > Channels > Messenger > Install, Identity Verification section
   2. JWT: Messenger API secret under Settings > Workspace > Security, Messenger security tab
   3. Include at least the external user ID in the JWT when booting
   Did this fix it? Yes No

3. 3. Read the console error

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   1. Open Network, filter for ping, check the response text
   2. If you enforce verification, make sure guest users are not booting without a token
   Did this fix it? Yes No

Symptoms

Messenger will not load for logged-in users; console or ping response shows 403 'Missing user_hash' or 'Invalid user_hash'.

Why it happens

• user_hash missing from the boot call
• Hash built from a different identifier than the one sent
• Wrong secret used (not the identity verification or Messenger API secret)
• Hash not regenerated when a different user logs in
• Enforced identity verification or JWT with guest users

This guide also covers

• intercom 403 missing user_hash
• intercom invalid user_hash
• intercom identity verification not working
• intercom jwt error

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