Getting started FAQs
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Written by Mariah
Updated yesterday

Connectivity Issues & Troubleshooting

Seeing the "We're having technical difficulties" screen

If you run into the "We're having technical difficulties" screen as you're trying to log in for the first time, you can do the following:

  1. Check our Status page to see if we've any known current outages

  2. If there aren't any outages, ask a teammate with Complete access to check your permissions in Intercom. You might not have be assigned any at sign up so adding some permissions to your account will fix this issue

For customers in Russia

Russia's state communications regulator blocked IP addresses owned by Google and Amazon, and as a result, it is preventing Russian internet users from accessing services that route content through their servers, and Intercom is one of those services.

At the moment your best solution would be to use a VPN (virtual private network) that will allow you bypass the IP block.

For customers in China

You can check the latency to AWS us-east-1.

If there is DNS blocking on some ISPs in China, latency checks from CloudPing etc. won't help.

Intercom currently hosts our platform entirely in the us-east-1 region. While we do use other caching services that are more dispersed, it might be worth contacting your ISP and check if they have any issues connecting to this data center.


Installation

Can I install Intercom on multiple domains?

Yes. But only as long as you use the same app_id everywhere.

If you're using Intercom on your website, your conversations can’t be seen on different domains for the same lead, as we track that using cookies. Lead cookies last indefinitely but only on the same domain. Installing the messenger on a new domain will boot but no conversations will be available.

Does Intercom have a Python library?

We host a library here, but important to note that we have no active development work around maintaining this (it still works well in it's current form).


Logging In

How do I log into Intercom?

A standard Intercom login involves setting up an email address and password to log in with.

You can update or change your email address and password from the Your account page once you're logged in.

Issues with 2 factor authentication (2FA)

You or your teammates can follow this guide to request a 2FA recovery code.

Switching from SSO to password / reset password

If a teammate has never logged in with email and password and has always used ‘Sign in with Google’ then they won’t actually have an Intercom password set up. To get around this, a teammate can follow the Forgot Password workflow and ‘reset’ their password.

This will create a password for them which they can use for email and password logins. This will also apply to admins who do not see an option to turn on 2FA if their workspace supports it as they will need a password to have that option.

Signing in with Google SSO (QAuth)

Your team can set up their login so that they sign in via Google instead. Other services such as Okta can then be used to enforce 2FA on the Google log in. Any issues surrounding Google SSO logins are generally resolved through the SSO provider and not through Intercom.

I'm locked out of my account

If a teammate from your workspace is locked out of their account due to too many failed email/password login attempts, you can contact our Support team in the Messenger and we would be happy to help them get back on Intercom.

How do I reset my password?

If you've forgotten your password, you can reset it by going to:

Then, click on the Forgot your password? link.

What should I do if my teammate is having trouble joining Intercom due to an "invalid invite link" error?

If your teammate still can't join Intercom after following the initial steps, delete all the invitation emails and send a new one. These emails tend to thread into one email, and it is quite common to open an old invitation link. If the issue persists, reach out to our Support team in the Messenger with a screenshot of the error message.


Teammate Account Updates

How do I change my profile picture avatar?

You can change your email and other personal details like your avatar by clicking on your avatar in the bottom left corner and selecting Settings> Your Account. You can update your avatar by clicking "Upload a new photo".

The ideal size for the avatar should be 128x128px, less than 1MB, and either .jpg or .png format.

How do I change my name in Intercom?

To change your name that's shown in Intercom, head over to your profile section by clicking on your avatar in the bottom left corner and then click on your name.

On your profile page, click on the "Edit" button to edit your details such as name or job title. You cannot edit another teammates name or update their names in bulk. Each teammate needs to edit their profile themselves.

Note: Your name is public facing to your customers in the Messenger and on Emails. It's not possible to create a separate name for customers to see.

How to change my email if I log in with Google SSO?

If you've signed up with Google SSO, follow the below instructions:

  1. Log out of your Intercom account

  2. Go to the Login page and request a password reset

  3. Go to your email client and follow the instructions for changing your password

  4. Log back in to Intercom using your email and newly reset password. You should now have the option to update your email address by going to the Your Account section as above.

How to change my email if I use SAML SSO to log in?

If your workspace has SAML SSO enabled you will not be able to edit your email address, as your email address is important to the SAML SSO authentication process. Instead, you'll need to invite the email address as a new teammate, then remove the old one.

How to change my email if it's already in use?

If you are trying to change your email address via Your account > Your details > Email Address and you see a message like you see below (with your email address in the area that is redacted in the image below), this means that another teammate account already exists in Intercom with that email address.
​

If you have access to the email account, then what you need to do is:

  1. Go to https://app.intercom.com/admins/sign_in and follow the password reset flow by clicking the "Forgot your password?" link to get back into that account in Intercom.

  2. Once you are inside, go to Your account > Your details > Email Address and change that email to something different.

  3. This update to the email address will now free up the email address you had originally wanted to update, and you should be good to create your account.

Teammate change/update email address

Once your workspace has SAML SSO enabled with any provider, teammates will be unable to edit their own email address from the Your account page. The email field will be considered as read-only. Instead, they'll need to invite the email address as a new teammate, then remove the old one.

They can reassign conversations/messages/articles to the new teammate while going through the process to remove the old one.


Workspace Settings

Can I control how attachments are used?

Yes, you can choose to disable the ability for customers to upload attachments. By default, your customers can send attachments (including images) via the Messenger, email, API, and Facebook.

How do I change my teammate's timezone?

The teammates timezone cannot be manually edited. We receive our geo-location and timezone data based on your last session's IP address from the third-party service Maxmind. We have no control over this data should it be incorrect, however, you can file a data correction request through this page.

As a note, this means that only your teammate profile timezone is affected, as the timestamps in your workspace will show the hard-coded timezone which can be set in the Settings > General page of your app.

How do I change the timezone for my workspace?

Changing your workspace's local timezone in Intercom is easy. Just go to your Settings, then select ‘General settings.’ From here, select your local timezone from the dropdown menu. Finally, refresh your page and you’re done!

How does my timezone affect time-based features in Intercom?

Your timezone lets us know:

Where can I find my workspace ID (app ID)?

Your workspace ID (this appears as app _id in your code) is a unique code assigned to your app when you create it in Intercom. Your workspace ID will be called your app_id in your code snippets, like in the JavaScript code you use to install the Messenger.

Your workspace ID is also available under Settings > Installation > Web in the "With code" tab:

Can I edit the name of my workspace?

Yes. To update the name of your workspace, go to Settings > General settings and edit the name of the workspace here. Make sure to click the save button at the bottom of the page to apply the changes:

Updating the workspace name will update the branding on your Messenger and emails.


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