If you’ve installed the Intercom Messenger and it’s not appearing correctly, here are a few common ways to fix it:

1. Have you installed the Intercom JavaScript snippet correctly?

There are two ways you can install the Intercom Messenger using JavaScript:

You should make sure you use the right JavaScript code snippet in the right place.

If you’ve followed the above guides to installing the snippet but still can’t see the Messenger, here are the next steps:

  • In the JavaScript code snippet, ensure you’ve replaced the placeholder “app_id” with your workspace ID. If you need help finding the right ID, read this article.

  • You need to add the snippet right before the end of the closing </body> tag on your website or in your app.

2. Do you have a subscription that includes the messenger?

You won’t be able to use the Messenger if you don’t have an Intercom trial or subscription.

3. Do you have the correct messenger settings enabled?

There are a number of ways to customize the Messenger and add extra layers of security. However, some settings can prevent the Messenger loading if configured incorrectly:

Are you showing the Messenger launcher to the right people?

In Messenger, you can go to "Control your inbound conversations volume" and configure the Messenger launcher to show to visitors or users, or if they match certain data. 

If you choose to show the Messenger to visitors or users who match certain data, your customers (and you) will need to match this data to see the Messenger appear. For example, if you only want to show the Messenger to users who are ‘VIP’ status, only users with this data will see the Messenger.

Have you enabled identity verification?

The Messenger won’t load if identity verification is set up incorrectly. To set up identity verification, you’ll need to add an encrypted user_hash to your JavaScript snippet, then enforce identity verification under Settings > Security > Enforce identity on web.

If you enforce identity verification without adding the correct user_hash this will prevent the messenger loading and throw a 403 error in your browser console. Find out how to set up identity verification here

Are you on a trusted domain?

Under Messenger > Set your controls > Keep your Messenger secure you can list the trusted domains where you’ve installed Intercom.

If these domains have been incorrectly added or the domain you’re on is not listed, the Messenger won’t load and you’ll see a 403 error in your browser console.

4. Are you using a public suffix domain?

Installing Intercom on your website depends on the Messenger being able to create a first-party cookie for your domain, like *.customer-domain.com. This will fail (with modern browsers) on any domain registered as a public suffix, like firebaseapp.com or herokuapp.com. See the full list of public suffix domains here.

5. Other things to check

Do you use an ad blocking extension, or private browsing mode? 

Some ad blocking extensions also block JavaScript that includes tracking functionality, such as the Messenger. Find out why this happens, and what to do about it here.

Have you modified the Intercom JavaScript snippet or applied custom styles to the messenger? 

Changing the install code or applying your own CSS to Intercom elements can have unexpected results, so we advise against doing this. If you have a specific use case in mind, chat with our support team in the messenger. We can point you in the right direction. 😄 

Are you using the WordPress plugin?

If you’re using the Intercom plugin to chat to logged-out visitors only, you'll need to log out of the WordPress admin dashboard before visiting your site to see the Messenger appear.

You must also have WordPress 4.2.0 and PHP 5.6 or higher for the messenger to load correctly when installed with the plugin.

Certain WordPress themes don’t include the footer element where Intercom’s JavaScript snippet is inserted by the plugin. If you use a theme without a footer, you’ll need to install Intercom with the JavaScript snippet directly on your WordPress pages.

Other ways to check for errors

You can check your browser’s console for any other errors if your Messenger still isn’t loading correctly. Here’s how to check in each web browser:

  • In Chrome use the keyboard shortcut ctrl + shift + J (Windows) or command + option + J (Mac) to open the developer console.

  • In Firefox, use the keyboard shortcut ctrl + shift + K (Windows) or command + option + K (Mac). The toolbox will appear at the bottom of the browser window, with the Web Console activated.

  • In Edge, use the F12 key to access the F12 Developer Tools. Once in the F12 Developer Tools, navigate to the Console tab.

  • In Safari, you will need to turn on the Develop menu. Open the Safari menu in the Mac menu bar, and select “Preferences”. Then, navigate to the Advanced tab, and check the "Show Develop menu in the menu bar" box. You can now use the keyboard shortcut command + option + C to open the developer console.

If you’re still having trouble loading the Intercom messenger, chat to us in the Messenger and we’ll be happy to help!

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