Unable to authenticate users through Messaging SDK with JWT


  • Robert Lorentz

    Tried these fixes without success:

    • Updating to latest SDK
    • Creating a new Android app in Zendesk with a new secret and channelKey
    • Added kid (app id) to JWT
    • Added jwtId to JWT
    • "End User Authentication" settings page is updated to enable JWT + Redirect to SSO as described in docs
    • external_id, iat, jid, name, email all added

    This is the JWT token format:


      "email": "email@email.com",
      "external_id": "388948a1-f3a6-4937-a9e4-bf63c0f16574",
      "iat": 1681828371,
      "jti": "49170224-15e3-4b3e-a0fe-faaa08abae4d",
      "name": "Test Test",

  • Manuel Moreira

    Also having this problem but for the messaging web widget

  • Eric Nelson
    Zendesk Developer Advocacy
    Hey folks, 
    For auth related issues it's best to open up a support ticket so that we can take a closer look at your account.


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