Hi Sharon!
From what you’ve described, it sounds like the product and logo images in your transactional emails are not displaying, even after switching to the modern templates and removing the Kadence Email Designer plugin. You also mentioned that the images display correctly when you open the source file links in a browser, which suggests the image URLs themselves are valid.
To help us narrow this down, could you clarify a few things:
- Are the image URLs in the email source using HTTPS?
- Do the images fail to load in all email clients, or just specific ones like Outlook?
- If you temporarily disable Litespeed Cache, do the images appear?
- Could you share a sample of the image URL from the email source (feel free to redact any sensitive info)?
Once we have a bit more detail, we’ll be better positioned to guide you toward a solution.
That said, there are a few possible reasons why the images might not be rendering in the emails:
- Some email clients (especially Outlook) block external images by default or have stricter rendering rules.
- Litespeed Cache might be interfering with how images are served in emails.
- Since you’ve added email templates to your Astra child theme, it’s possible something in the override is affecting image output.
- If your site uses HTTPS but the image URLs are HTTP, some clients may block them.
I hope that helps. Let us know if you need anything else.
Thread Starter
Sharon
(@wordpress159)
Hi Frank,
Thanks for getting back to me. Yes, you understand the problem correctly.
- Are the image URLs in the email source using HTTPS? Yes, they are HTTPS.
- Do the images fail to load in all email clients, or just specific ones like Outlook? Yes, they fail to load in Roundcube in my cPanel and also fail to load on an iPad.
- If you temporarily disable Litespeed Cache, do the images appear? No, I tried this yesterday and they didn’t appear.
- Could you share a sample of the image URL from the email source (feel free to redact any sensitive info)?
Shared here with a few more notes on something new I have noticed.
Email – Pastebin.com
Looking at the reasons you listed that could cause problems;
Item 3 – I removed the email templates in the Astra child theme today, to see if that would make a difference, but it didn’t. I have put them back now.
Any help or direction would be greatly appreciated.
Hi @wordpress159,
Thank you for the update and clarification. I went ahead to check the Pastebin link you shared and tried accessing these URLs: https://website.com.au/wp-content/uploads/Logo-2023.png and https://website.com.au/wp-content/uploads/waterfall-print-100×100.webp. However, neither of them loads — I keep getting a “Your connection is not private” warning. This indicates that browsers and platforms are flagging your website as insecure or potentially unsafe.
I also tried visiting website.com.au directly and experienced the same issue. Could you please confirm if your domain name is indeed website.com.au?
Thread Starter
Sharon
(@wordpress159)
I’m so sorry Moses, I took Frank a bit literally and redacted my real website and file names out of the links and just used the word website. Here is an updated file with the information you need.
Email 2 – Pastebin.com
Thread Starter
Sharon
(@wordpress159)
In the meantime, the 403 Forbidden error made me have a look at how I have Hotlinking protection set up on my server. I have changed a setting to allow direct request. My logo image is now displaying in the emails, but still not the product image. Also, the product image link is no longer showing Forbidden in a browser.
Hi @wordpress159,
Thank you for the new links and for following up. I’ve tested the links on my end and, as you mentioned, the logo is accessible. This link also works: https://printsbywallaby.com.au/wp-content/uploads/willie-wagtail-bird-jigsaw-puzzle-100×100.webp. However, I received a 404 error for this one: https://printsbywallaby.com.au/wp-content/uploads/killen-falls-waterfall-jigsaw-puzzle-tintenbar-nsw-100×100.web
To better understand your setup, could you please share your system status report from WooCommerce → Status → Get Report → Copy for Support? Also, can you confirm whether you’re receiving this email in your inbox or if it’s going to spam?
Thread Starter
Sharon
(@wordpress159)
Thank you Moses. I found the link that didn’t work was missing the p at the end of webp in your link above.
I have actually just tested everything again now since making the change to Hotlink protection on the server and have found that both the logo and product images are now displaying in the Roundcube email client and Outlook for iPhone. However, in Outlook on the desktop only the logo image is displaying. The product images are not showing.
Emails are going to the inbox not spam.
Hi @wordpress159,
Thank you for highlighting that and clarifying the results of the steps you’ve taken. Since the images appear on some clients (like Roundcube and Outlook on iPhone) but not on others (like desktop), the issue isn’t with your website or WooCommerce.
If it were a widespread problem, it would affect all email clients. This seems related to a caching issue on your side. Try clearing your site and browser cache, or use incognito mode on desktop to check if everything displays correctly. It’s also possible that your hotlink settings haven’t fully propagated yet.
Thread Starter
Sharon
(@wordpress159)
Thanks Moses. Yes, that makes sense. Thank you for all your help, I don’t think I would have worked this out without some guidance from you guys. I’ll clear the site and browser now to see how it goes from there.
Would I be able to trouble you to remove the links to my site and image in your previous reply?
Then I think this thread can be marked resolved.
Hi there!
Thank you for the update! I’ve checked the links you shared previously, and I can confirm that they don’t contain any accessible information — meaning they’re essentially empty and no one can retrieve any details from them.
Could you please provide a bit more information about why you’d like those empty links removed?
You can also review the WordPress.org FAQ regarding linking and content removal here:
👉 https://wordpress.org/support/forum-user-guide/faq/#should-i-link-to-my-site
Thread Starter
Sharon
(@wordpress159)
Hi,
It wasn’t the links I shared, it was the links to my site Moses shared in the body of one the reply posts.
Thanks for the update, Sharon! Really glad to hear the logo and product images are now displaying in most email clients after adjusting the hotlink protection settings.
Regarding your request to remove the site and image links from Moses’ earlier reply: just a quick note that according to the forum guidelines, links included in the body of a post are publicly visible and may be indexed by search engines fairly quickly.
That said, I understand your concern and it’s totally reasonable to want to limit exposure. If you’d still like the links removed, you can flag this topic for moderator review using the “Report this topic for Security” option: https://share.zight.com/Blu60zXb, and briefly explain the situation.
Let us know how things go after clearing your cache, and feel free to reach out if anything else pops up!
It’s been a while since we heard back from you for this reason we are closing this thread.
If WooCommerce has been useful for your store and you appreciate the support you’ve received, we’d truly appreciate it if you could leave us a quick review here:
https://wordpress.org/support/plugin/woocommerce/reviews/#new
