Support » Plugin: WooCommerce » Header Image not showing in Customer emails

  • Resolved worleyrh

    (@worleyrh)


    Hi,

    I set a header image, the logo, in my WooCommerce email settings. When an order is placed, the header image does not show up in the order receipt the customer gets. I see the missing image icon.

    The image used to show up in the past. It was visible as recently as February 2022. I’m not sure when it stopped appearing. I haven’t made any changes to my email settings.

    Please note, that the image is uploaded into my media library and is visible to the public. If you take the full URL to the image and use it in a browser, you’ll see the image.

    Another interesting thing is that the header image is visible on my desktop. It is not visible on mobile devices. I’ve tested several different mobile devices and the issue is occurring across all of them. I’m not sure what could be causing this!? Any help would be greatly appreciated. Thank you!

Viewing 13 replies - 1 through 13 (of 13 total)
  • Plugin Support Igor H woo-hc

    (@ihereira)

    Hello,

    This is odd,

    There are several reasons for this behavior of not showing images in emails.

    To learn more about it please check the articles below:
    Images Not Displayed In Emails
    https://woocommerce.com/document/email-faq/

    If that does not work, please provide the following information:

    Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. 

    Error Log: Share a copy of any fatal error log found under WooCommerce > System Status > Logs (if available).

    Thank you.

    Thread Starter worleyrh

    (@worleyrh)

    Hi,

    I read both articles and the issue still persists. Please find a copy of my system status report below:

    
    ### WordPress Environment ###
    
    WordPress address (URL): https://montessorilaboratory.com
    Site address (URL): https://montessorilaboratory.com
    WC Version: 6.5.1
    REST API Version: ✔ 6.5.1
    WC Blocks Version: ✔ 7.4.3
    Action Scheduler Version: ✔ 3.4.0
    Log Directory Writable: ✔
    WP Version: 6.0
    WP Multisite: –
    WP Memory Limit: 256 MB
    WP Debug Mode: –
    WP Cron: ✔
    Language: en_US
    External object cache: –
    
    ### Server Environment ###
    
    Server Info: Apache
    PHP Version: 7.4.29
    PHP Post Max Size: 20 MB
    PHP Time Limit: 30
    PHP Max Input Vars: 1000
    cURL Version: 7.83.1
    OpenSSL/1.1.1o
    
    SUHOSIN Installed: –
    MySQL Version: 5.7.38
    Max Upload Size: 20 MB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔
    
    ### Database ###
    
    WC Database Version: 6.5.1
    WC Database Prefix: wp8e_
    Total Database Size: 72.31MB
    Database Data Size: 54.43MB
    Database Index Size: 17.88MB
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    ### Post Type Counts ###
    
    afadv_qty: 2
    attachment: 812
    bp-email: 26
    cl-lead: 772
    content-locker: 1
    custom_css: 5
    customize_changeset: 6
    elementor_font: 2
    elementor_library: 13
    envato_tk_import: 1
    global_product_addon: 2
    groups: 36
    language_switcher: 4
    memberpresscoupon: 4
    memberpressproduct: 9
    memberpressrule: 2
    nav_menu_item: 49
    oembed_cache: 19
    page: 50
    post: 15
    product: 30
    revision: 8
    seedprod: 2
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    sfwd-lessons: 155
    shop_coupon: 14
    shop_order: 212
    shop_order_refund: 18
    shop_subscription: 140
    wp_global_styles: 1
    
    ### Security ###
    
    Secure connection (HTTPS): ✔
    Hide errors from visitors: ✔
    
    ### Active Plugins (32) ###
    
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    Madalin Ungureanu
    Cristophor Hurduban – 2.2.7
    
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    Uncanny Toolkit for LearnDash: by Uncanny Owl – 3.6.2
    UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
    DavidAnderson – 1.22.12
    
    WooCommerce Stripe Gateway: by WooCommerce – 6.4.1
    WooCommerce Subscriptions: by WooCommerce – 3.1.6
    WooCommerce: by Automattic – 6.5.1
    Wordfence Security: by Wordfence – 7.5.10
    Yoast SEO: by Team Yoast – 19.0
    WP Mail SMTP: by WPForms – 3.4.0
    WP-Optimize - Clean, Compress, Cache: by David Anderson
    Ruhani Rabin
    Team Updraft – 3.2.5
    
    WP Rocket: by WP Media – 3.11.3
    WPForms Lite: by WPForms – 1.7.4.2
    
    ### Inactive Plugins (0) ###
    
    ### Dropin Plugins (1) ###
    
    advanced-cache.php: advanced-cache.php
    
    ### Must Use Plugins (1) ###
    
    LearnDash LMS Multisite: by LearnDash – 1.0.0
    
    ### Settings ###
    
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    Force SSL: –
    Currency: USD ($)
    Currency Position: left
    Thousand Separator: ,
    Decimal Separator: .
    Number of Decimals: 2
    Taxonomies: Product Types: courses (courses)
    external (external)
    group (group)
    grouped (grouped)
    simple (simple)
    subscription (subscription)
    variable (variable)
    variable subscription (variable-subscription)
    
    Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
    exclude-from-search (exclude-from-search)
    featured (featured)
    outofstock (outofstock)
    rated-1 (rated-1)
    rated-2 (rated-2)
    rated-3 (rated-3)
    rated-4 (rated-4)
    rated-5 (rated-5)
    
    Connected to WooCommerce.com: –
    Enforce Approved Product Download Directories: –
    
    ### WC Pages ###
    
    Shop base: ❌ Page not set
    Cart: #19912 - /cart/
    Checkout: #19913 - /checkout/
    My account: #19914 - /my-account/
    Terms and conditions: #11977 - /terms-and-conditions/
    
    ### Theme ###
    
    Name: BuddyBoss Child
    Version: 1.0.0
    Author URL: https://www.buddyboss.com/
    Child Theme: ✔
    Parent Theme Name: BuddyBoss Theme
    Parent Theme Version: 2.0.2
    Parent Theme Author URL: https://www.buddyboss.com/
    WooCommerce Support: ✔
    
    ### Templates ###
    
    Overrides: buddyboss-theme/woocommerce/checkout/form-checkout.php
    buddyboss-theme/woocommerce/checkout/review-order.php
    buddyboss-theme/woocommerce/checkout/thankyou.php
    buddyboss-theme/woocommerce/global/quantity-input.php
    buddyboss-theme/woocommerce/myaccount/dashboard.php
    buddyboss-theme/woocommerce/myaccount/downloads.php
    buddyboss-theme/woocommerce/myaccount/form-edit-account.php
    buddyboss-theme/woocommerce/myaccount/form-edit-address.php
    buddyboss-theme/woocommerce/myaccount/form-login.php
    buddyboss-theme/woocommerce/myaccount/form-lost-password.php
    buddyboss-theme/woocommerce/myaccount/my-account.php
    buddyboss-theme/woocommerce/myaccount/my-address.php
    buddyboss-theme/woocommerce/myaccount/my-downloads.php
    buddyboss-theme/woocommerce/myaccount/my-orders.php
    buddyboss-theme/woocommerce/myaccount/navigation.php
    buddyboss-theme/woocommerce/myaccount/orders.php
    buddyboss-theme/woocommerce/myaccount/view-order.php
    buddyboss-theme/woocommerce/order/order-details-customer.php
    buddyboss-theme/woocommerce/order/order-details-item.php
    buddyboss-theme/woocommerce/order/order-details.php
    buddyboss-theme/woocommerce/single-product/meta.php
    
    ### Subscriptions ###
    
    WCS_DEBUG: ✔ No
    Subscriptions Mode: ✔ Live
    Subscriptions Live URL: https://montessorilaboratory.com
    Subscription Statuses: wc-active: 92
    wc-expired: 5
    wc-pending-cancel: 7
    wc-on-hold: 17
    wc-cancelled: 19
    
    WooCommerce Account Connected: ❌ No
    Report Cache Enabled: ✔ Yes
    Cache Update Failures: ✔ 0 failure
    
    ### Store Setup ###
    
    Country / State: United States (US) — Colorado
    
    ### Subscriptions by Payment Gateway ###
    
    Stripe: wc-active: 61
    wc-cancelled: 12
    wc-expired: 4
    wc-on-hold: 3
    wc-pending-cancel: 7
    
    ### Payment Gateway Support ###
    
    Stripe: products
    refunds
    tokenization
    add_payment_method
    subscriptions
    subscription_cancellation
    subscription_suspension
    subscription_reactivation
    subscription_amount_changes
    subscription_date_changes
    subscription_payment_method_change
    subscription_payment_method_change_customer
    subscription_payment_method_change_admin
    multiple_subscriptions
    
    ### Action Scheduler ###
    
    Complete: 512
    Oldest: 2022-05-25 10:20:04 -0600
    Newest: 2022-06-05 06:50:11 -0600
    
    Pending: 106
    Oldest: 2022-06-05 14:31:25 -0600
    Newest: 2030-04-22 01:02:24 -0600
    
    ### Status report information ###
    
    Generated at: 2022-06-05 09:14:16 -06:00
    
    Plugin Support Mirko P.

    (@rainfallnixfig)

    Hi @worleyrh,

    Can you show us the steps to reproduce this exact issue on our end? If we’re able to replicate with a default theme on a mobile device then it will be something to report to Woo developers via Github.

    Please also share a link to the header image and logo. If you don’t want to share the original images you can quickly upload a new sample header image and sample logo.

    While we move forward you might also want to share a few screenshots. For this, there is a handy guide for taking screenshots on iOS and Android mobile devices here.

    Thank you!

    Thread Starter worleyrh

    (@worleyrh)

    To reproduce the issue: Please set a header image in the WooCommerce email settings. Place an order and then open the completed order email on a mobile device.

    Here is a link to the header image: https://montessorilaboratory.com/wp-content/uploads/2022/06/SampleImage.png

    How can I share the screenshots I took on my mobile device (Iphone SE)? I do not see an option to attach files to this support thread.

    Thanks!

    • This reply was modified 8 months, 1 week ago by worleyrh.
    Plugin Support Mirko P.

    (@rainfallnixfig)

    Hello @worleyrh,

    Thanks for sharing a link to the header logo.

    open the completed order email on a mobile device

    This is what I see on my end opening the completed order email on a mobile device with Android OS. The header logo is there with no broken image link.

    Here’s what I recommend for troubleshooting the issue:

    1. Switch to a default theme temporarily, like the Storefront theme. Then place a test order and see if the email layout is correct on mobiles.
    2. If the issue persists, disable all plugins except WooCommerce.
    3. Also, make sure that you’re running the latest version of iOS or Android and the latest release of your email app on your phone.
    4. Check with another phone and use another email app or access your inbox via your phone’s web browser.

    If that does not help, then send us the following info:

    1. Share a copy of any fatal error log found under WooCommerce > System Status > Logs (if available).
    2. What version of iOS or Android are you using?
    3. What email app are you using on your phone. And what version?

    Do let us know so we can help further.

    Thread Starter worleyrh

    (@worleyrh)

    I believe the issue is occurring on IOS mobile devices. Have you tested it on an iPhone?

    Thank you!

    Plugin Support Mirko P.

    (@rainfallnixfig)

    Hi there,

    It seems rather unlikely that it is due to iOS and iPhone mobiles but I can’t confirm as I do not own an iPhone.

    I’m going to leave this thread open to see if anyone with an iPhone can chime in to let you know if they’re seeing the same issue.

    You can also search for bugs in Github and see if someone else has reported a similar issue (haven’t found any related though): https://github.com/woocommerce/woocommerce/issues

    Best.

    Thread Starter worleyrh

    (@worleyrh)

    I believe we’ve isolated the problem to the Apple mail application. The photos are displaying in the gmail app and on android phones. Are you able to try the Apple mail application?

    Thread Starter worleyrh

    (@worleyrh)

    I’m on the phone with Apple now, I’ll update the thread in a bit with what I find out. Just FYI, we also contacted the company that manages our server and they stated they’ve had several customers complaining of the same thing with the Apple Mail App.

    Thread Starter worleyrh

    (@worleyrh)

    I just got off the phone with Apple and it’s a known ongoing issue with their mail application. Hopefully they sort it soon.

    Plugin Support Mirko P.

    (@rainfallnixfig)

    Hi @worleyrh,

    Thanks for sharing your findings with the Apple Mail application. It’ll be helpful for others facing a similar issue.

    While the issue is investigated and hopefully fixed soon, if interested, you can look at alternatives to Apple’s Mail app.

    I’ll mark this topic as solved for now. Please feel free to open a new topic if you have any other questions.

    Cheers.

    Hi there ! I have the exact same issue with my order mails and also with any mails send by Omnisend (a Mailchimp like app) with references to products photos. I have contacted my server host (Bluehost) and Omnisend but neither said the problem was coming from their side. Did you get any update or did u solve the problem ?

    Plugin Support xue28 (woo-hc)

    (@xue28)

    Hi @maedusabodyjewelry

    Thanks for reaching out!

    I understand that you are facing the same issue regarding Order Emails.

    Since you’re not the person who originally started this topic then, per the forum guidelines, would you please start your own topic? We’ll be more than happy to help there 🙂

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