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Vimeo Video Embed Not Rendering

C

Hello,

It seems there may be an issue with how the Intercom API parses the src attribute of Vimeo <iframe> embeds in Help Center articles.

When I try embedding a Vimeo video using a valid and supported format like this:

<iframe src="https://player.vimeo.com/video/76979871?autoplay=1&loop=1&amp;autopause=0" 
        width="640" height="360" frameborder="0" 
        allow="autoplay; fullscreen" allowfullscreen="allowfullscreen">
</iframe>

…the video fails to render in the Help Center and I get this error response:

"errors":[{"code":"unsupported_html","message":"Video src is not supported"}]


However, this YouTube embed works perfectly in intercom:

<iframe title="YouTube video player" 
        src="https://www.youtube.com/embed/R7CC4NYokNI?si=-s_wXnz1orMp-Dn2" 
        width="560" height="315" frameborder="0" 
        allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" 
        allowfullscreen="allowfullscreen">
</iframe>

 

I also tried updating an article with a body that contains a Vimeo embedded video:

{
  "body": "<iframe src=\"https://player.vimeo.com/video/76979871?autoplay=1&amp;loop=1&amp;autopause=0\" width=\"640\" height=\"360\" frameborder=\"0\" allow=\"autoplay; fullscreen\" allowfullscreen=\"allowfullscreen\"></iframe>"
}

and get the same error:

{
      "code": "unsupported_html",
      "message": "Video src is not supported"
    }

 

I also tried with the youtube video embeded and it works.

Could someone from the team confirm whether this is a known limitation or a parsing bug?

Thanks so much — I really appreciate any help!

Thanks!

Carmen

Best answer by Jacques Reynolds

Hey ​@Carmen Mitru 👋 Jacques here from Intercom Support. I hope all is well today!

The Intercom Help Center does officially support embedding Vimeo videos using the <iframe> tag, but the src attribute may need to match the expected pattern for supported providers. For Vimeo, this means the embed URL should be in the format:

https://player.vimeo.com/video/[VIDEO_ID]

I’m thinking that because your embed URL contains unsupported query parameters (such as autoplay=1, loop=1, or autopause=0), the API is returning an error.

Could you try updating the src URL to not include ?autoplay=1&loop=1&amp;autopause=0 and then re-test?

If the issue persists, there might be a bug affecting how we parse URLs for videos so could you reach out to our support team outlining these details so they can dig into things for you?

Thank you! :)

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Joseph S.
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2 replies

Jacques Reynolds
Intercom Team
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Hey ​@Carmen Mitru 👋 Jacques here from Intercom Support. I hope all is well today!

The Intercom Help Center does officially support embedding Vimeo videos using the <iframe> tag, but the src attribute may need to match the expected pattern for supported providers. For Vimeo, this means the embed URL should be in the format:

https://player.vimeo.com/video/[VIDEO_ID]

I’m thinking that because your embed URL contains unsupported query parameters (such as autoplay=1, loop=1, or autopause=0), the API is returning an error.

Could you try updating the src URL to not include ?autoplay=1&loop=1&amp;autopause=0 and then re-test?

If the issue persists, there might be a bug affecting how we parse URLs for videos so could you reach out to our support team outlining these details so they can dig into things for you?

Thank you! :)

Jacques Reynolds
C
  • Carmen Mitru
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  • 1 reply
  • July 3, 2025

Hello ​@Jacques Reynolds ,

 

Thanks for your response. Yes, I got also a response on email from support:
 

Vimeo embeds that include query parameters (such as the ?h= hash for private or unlisted videos) are currently rejected by the API. This is expected behaviour, as noted in our API documentation, "Sending an unsupported URL will cause the request to fail"

 

At the moment, the API only supports a subset of video embed URLs, and those containing additional query parameters (like private Vimeo hashes) fall outside of that supported set. While YouTube embeds with query strings are accepted, Vimeo URLs with query parameters are not currently supported.


Regards,

 

Carmen

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