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

How to replace an SVG logo with a PNG and update contact details in Listing Alert emails.

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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

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.

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How to update contact details in Listing Alert emails

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. Click the three-dots icon in the top navigation bar next to Edit.
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.

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FAQs

Why doesn't SVG work in emails?

SVG is a vector format that works well on websites but is not supported by Google's email rendering. PNG is the recommended format for email logos — it delivers crisp, high-quality visuals at a fixed resolution.

What size should my PNG logo be?

Use 300x300px for standard resolution or 500x500px for high resolution. The minimum width is 240px. See [Logo sizing and file format guide for your Presence® website] for full specifications.

Will updating the logo here affect my website logo too?

Yes. The logo uploaded in Global Elements → Header applies to both your website header and Listing Alert emails. Make sure the PNG you upload works well in both contexts.