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:

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.

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.

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.

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).

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.

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

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.

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.

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.

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

Then, click on the Forgot your password? link.

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.

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.

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.

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

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.

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

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.

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.

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.

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!

Your timezone lets us know:

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:

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: