How to Fix Broken Logos in Listing Alert Emails

How to fix a broken or missing logo in Listing Alert emails

Replace an SVG logo with a PNG and update contact details in Listing Alert emails.

Important: This feature is only available on desktop. It is not accessible through the Luxury Presence Mobile App.

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Overview

If your logo isn't appearing in Listing Alert emails, the most common cause is an SVG file format. Google's email templates do not support SVG files — switching to a PNG resolves the issue.

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How to upload a PNG logo

To fix a broken or missing logo in your Listing Alert emails, convert it to a PNG and upload it through Global Elements:

1. Convert your logo from SVG to PNG — use 300x300px for standard resolution or 500x500px for high resolution.
2. Navigate to the Presence® Platform.
3. Click Websites from the left-hand menu, then hover over the site you want to edit and select the pen icon.
4. In the top navigation bar, click the Global Elements icon (four dots).
5. Under Header, select Layout.
6. Scroll to the Light Logo and Dark Logo sections.
7. Hover over each logo placeholder and click the pen icon.
8. Click Upload Files to upload your new PNG, or select from My Images if it's already uploaded.
9. Click Assign Selected.
10. Click Save.

Your updated logo displays in Listing Alert emails immediately after saving.

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How to update contact details in Listing Alert emails

To update the sender contact details shown in Listing Alert emails, use the Lead Contact Form in Site Settings:

1. Navigate to the Presence® Platform.
2. Click Websites from the left-hand menu, then hover over the site you want to edit and select the pen icon.
3. In the white top navigation bar, click the three-dots icon next to the Edit button.
4. Select Site Settings from the dropdown.
5. In the left-hand sidebar, click Home Search Tool under the Home Search section.
6. Scroll to Lead Contact Form and update the following fields:
   • Avatar — the photo that appears in alert emails
   • Full Name — displayed as the sender name
   • Cell Phone — shown in the email body
   • Email — used as the reply-to address
7. Click Save.

Your updated contact details apply to Listing Alert emails immediately after saving.

Note: These fields set the standard sender contact details for Listing Alert emails site-wide. If a specific saved search has a Send Email As agent selected in its alert settings, that agent's information overrides these defaults for that search only. See How to customize the sender and subject line of listing alert emails to set up a per-search override.

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FAQs