Unable to Authenticate with JWT Token. Facing error "failed to validate claims"

6 Comments

  • Vishakha Damle
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    I am facing the same issue. Were you able to fix this?

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  • Bryan - Community Manager
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    If authenticating a Chat widget, there are a number of ways.

    This is for Zendesk Chat Phase 3 (Chat-only):

    Enabling authenticated visitors in the Chat widget

    This is for Zendesk Chat Phase 4 (Chat-only or with Support) and Zendesk Chat Phase 3 (with the integrated Chat experience in the Web Widget EAP):

    Enabling authenticated visitors in the integrated Web Widget

    There's even this one related to restricted Help Center content:

    Setting up the Web Widget to show restricted content

    Remember a few additional points:

    • Make sure the iat value is set to "now" (whatever the current time is)
    • Make sure the exp value is set to no more than seven minutes from "now"
    • Make sure the JWT is signed with the correct secret -- the screen shot above didn't display it (probably on purpose), but make sure it's correct on your own machine all the same, so that the JWT is signed properly

    If none of the above points help, it is probably best to pursue the issue by submitting a ticket to:

    Submit a request – Zendesk Support

    There's often private information that needs to be exchanged when figuring out authentication issues, so a personal ticket is often the best route to figure out next steps.

    I hope one of the above resources get you to your next step. If not, then please submit a ticket at the above link, so we can figure out the details relative to your account.

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  • Vishakha Damle
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    - iat value is set to now

    - exp value is 4 minutes from now

    - The JWT is taken from the Chat Widget settings

     

    I have submitted a request to support 2 days ago with more details. But have not received any response yet.

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  • Poliklik
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    I am also sending those exact values, but I am still facing that error. 
    Don't know what is reason behind this error. I have followed exact same steps mentioned in document.
    I have also verified JWT token and it is properly generated, I have validated as well. 

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  • Vishakha Damle
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    To anyone facing the same issue, here was the major reason I was facing the issue - 

    I was sending the token to the zopim api in the following format - 

    token: "eyJ..." when I need to send token: eyJ... (Quotes should not be sent)

    If the above suggestions by Bryan or my suggestion do not fix your issue, raise an issue with their support team and they should be able to help you.

    1
  • Bryan - Community Manager
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    Thanks for the details Vishakha -- this is a great tip for the community.

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