If you see the error "Video src is not supported" while trying to push an article that has a video embed to the Help Center, it means that Intercom rejected the video URL due to unsupported formatting. You can check the list of supported video hosting websites in this Intercom help article.
In this Article
What Causes This Error?
How to Fix It?
Still Need Help?
What Causes This Error?
The Intercom API has limited support for embedded videos. See this Intercom help article.
Video URLs with query parameters (for example, ?h= for private or unlisted videos) are not supported by the Intercom API.
How to Fix It
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Check the video embed code
In the HTML code of the article, look for an <iframe> in your article content for a video URL that includes query parameters such as ?h=.
For example:<iframe src="https://player.example.com/video/123456789?h=abc123def4" frameborder="0" allowfullscreen="allowfullscreen"></iframe> -
Remove Query Parameters
If your video is public, remove the query parameters (such as, ?h= and any text after it) from the URL in the HTML code. This creates a clean URL that the system can accept. For example,
Original code<iframe src="https://player.example.com/video/123456789?h=abc123def4" frameborder="0" allowfullscreen="allowfullscreen"></iframe>
Edited code<iframe src="https://player.example.com/video/123456789" frameborder="0" allowfullscreen="allowfullscreen"></iframe>
Still need Help?
If you still need help, use the Live Chat or email support@swifteq.com and include the error message or screenshot so we can take a closer look.