Support widget and bug reporter both dead: Intercom Messenger receives both user_hash and intercom_user_jwt

Summary

The in-app support widget and the bug reporter are both non-functional on the Windows desktop app because the Intercom Messenger session never authenticates. The app appears to pass both Intercom identity methods simultaneously, which Intercom rejects.

This is user-visible as: there is no way to report a bug, and no way to contact support, from inside the product.

Error

Repeating continuously in %APPDATA%\Claude\logs\claude.ai-web.log:

[error] Intercom Messenger JWT error: user_hash and intercom_user_jwt cannot be provided simultaneously

And an auth retry loop firing every ~30 seconds, indefinitely:

[warn] Ably: Auth.requestToken(): token request signing call returned error; err =
{"type":"error.list","request_id":"0026li6hvg7f4c0avs70","errors":[{"code":"intercom_user_jwt_and_user_hash",
"message":"user_hash and intercom_user_jwt cannot be provided simultaneously"}]}

Intercom's own docs on this: https://www.intercom.com/help/en/collections/12295815-messenger-security

Symptoms

• Get help opens the widget, help articles are browsable, but no compose control ever appears.
• Messages tab shows only a pre-existing thread. No way to start a new conversation.
• Bug reporter button does nothing.
• The retry loop runs continuously for the entire app session.

Analysis

user_hash is the legacy Intercom identity verification method; intercom_user_jwt is the current one. Sending both is rejected outright, so the Messenger session is never authenticated. An unauthenticated Messenger still renders the public help-article browser, which is why the widget looks alive while every authenticated surface (compose, bug report) is dead.

If this is a client-side config rather than per-account state, it likely affects every user on this build.

Environment

| | |
|---|---|
| App version | 1.26832.0 (Squirrel/EXE, auto-updated 2026-08-06) |
| OS | Windows 11 Home, build 26200 |
| Plan | Pro |
| Install | Clean auto-update; MSIX package no longer present |

Ruled out

• DNS resolves correctly for api-iam.intercom.io, widget.intercom.io, js.intercomcdn.com, js.stripe.com, m.stripe.network, api.anthropic.com, claude.ai
• hosts file contains no relevant entries
• Not a GPU/renderer crash: no GPU process gone in main.log, memory flat at ~2.7GB of 32GB
• Not an ad blocker or DNS filter

Impact

The in-product channels are the only supported way to reach support (How to get support states no phone or live chat is offered, and no support email is published). When the widget fails, there is no fallback. Anyone hitting this has no route to report anything, including billing problems that cannot be resolved through GitHub.