In Live Chat users are required to enter email + name even after being authenticated | Community
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In Live Chat users are required to enter email + name even after being authenticated

  • May 25, 2025
  • 1 reply
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S

I'm using zE( "messenger", "loginUser",…) to authenticate users, and I get a null back from loginCallback, so the user should be authenticated. But when the user opens Live Chat, the user is asked for email address and name. For ‘Creating email identities’ I've selected ‘Use both verified and unverified emails’. Why does the user have to enter email address + name?

    1 reply

    S
    • Sally17
    • May 31, 2025

    Hello,

     

    You're likely seeing the email/name prompt because the loginUser JWT isn't being accepted properly. Even if loginCallback returns null, that just means no error, not necessarily a successful login. Make sure your JWT includes name, email, and external_id, and that you're calling loginUser after the widget is initialized. Also double-check your JWT is signed correctly with HS256 and that there's no mismatch in external_id.

     

    Best Regard,

    Sally

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