---
schema_version: "1"
id: 6d69f8e1272536f6c0c9ba7a85b31d1beecacb3771bc3caae8199162771c07c4
title: Troubleshooting User Verification
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/user_verification_troubleshooting.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.user_verification_troubleshooting.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c2ebfa7058a493bcd200c075dbc917ba5b8ee4dc1c0de39abf9b3395ad8f66f3
description: Use these troubleshooting tips to diagnose issues with User Verification.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Troubleshooting User Verification

Use these troubleshooting tips to diagnose issues with User Verification.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="user_verification_troubleshooting__d1141e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="user_verification_troubleshooting__d1141e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
            <strong>This article applies to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
            <strong>This article doesn’t apply to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS,
            Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own
            Channel</td>

        </tr>
      </tbody>
    </table>

## Problem: Keys Fail to Upload to Salesforce

If your keys fail to upload in Salesforce Setup, answer these questions.

- Does your key include these required properties: `kty`, `kid`, `alg`, `x5c`?
- Is the string in the x5c parameter base64-encoded?
- Did you upload each key individually? You can’t upload the keys in one single JSON array.
- Does your key follow the JWK structure outlined below? Your key must follow this structure.

**Sample JWK Structure**

```json
{
    "kid":"123456",
    "alg":"RS256",
    "use":"sig",
    "kty":"RSA",
    "x5c":["<Your public certificate>"],
    "y":"y",
    "n":"<Base64-encoded modulus>",
    "e":"<Base64-encoded public exponent>",
    "crv":"crv",
    "d":"d",
    "k":"k"
}
```

In some cases, the key fails to upload because of issues related to the certificate. Answer these certificate-related questions.

- Has the certificate expired? The certificate must be valid for at least 10 days.
- Are you generating the keys using the public certificate? Don’t use the private certificate.
- Is your certificate valid? To test your certificate, refer to the certificate guidelines below.

**Certificate Test Guidelines**

1. Create an empty text file, and give it the `.pem` extension.
2. Add `-----BEGIN CERTIFICATE-----` to the beginning of the file.
3. Copy the certificate from the JWK into a file.
4. Add `-----END CERTIFICATE-----` to the end of the file.
5. Run this keytool command.

```
keytool -printcert -file <PublicCertFilename.pem>
```

This command prints the certificate if it’s a proper public certificate.

## Problem: User Verification Fails with the Provided Token

If user verification fails because of an issue with your token, answer these questions.

- Does your token header include these properties? `alg`, `typ`, `kid`
- Does your token body include these properties? `sub`, `iss`, `exp`
- Is the JWK uploaded in Salesforce Setup? See [Set Up Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.miaw_token_based_user_verification_setup.htm&release=264.0.0&type=5 "Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup.").
- Does the uploaded JWK have the same `kid` value as the `kid` value in the JWT? You can inspect an encoded token at [JWT.io](https://jwt.io/).
    
    ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_warning.png)
    
    Warning Don’t share production JWTs with other organizations and don’t paste production JWTs into sites or tools.
- Does your JWT use the same issuer as the issuer that you specified in Salesforce Setup?
- Was the JWT created using the same JWKS uploaded and configured with the Messaging Channel?
- Is the JWKS for the private key used to sign the JWT? If the uploaded JWKS isn’t for the private key used to sign the JWT, validation fails.
- Are the \`n\` (modulus) and \`e\` (exponent) properties of the key Base64 URL encoded? You must Base64-encode these values.
- Is the key identifier the same for the public/private certificate pair?
- Is the expiry date valid for the certificate uploaded in Salesforce Setup? Confirm that it was.

#### See Also

- [Understanding Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification_overview.htm&release=264.0.0&type=5 "When setting up your Enhanced Chat implementation, it’s often valuable for your service reps to know that they’re speaking to a customer, or prospective customer, who has been verified by your authentication system. Token-based user verification lets you continue a conversation with a verified user, even when they’re on a different device, or when they reach out at a later time. The User Verification method uses a token system to ensure that the rep is speaking to someone who has been verified.")
- [Set Up Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.miaw_token_based_user_verification_setup.htm&release=264.0.0&type=5 "Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup.")