Troubleshooting agent image upload issues in Presence®

Solutions for common problems when uploading or replacing agent headshots and banner images.

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Overview

This article covers the most common issues when uploading agent images in Presence® and how to resolve them. For image size and format requirements, see [Recommended image specifications for agent photos in Presence®].

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Common issues and solutions

Image won't upload

• Confirm the file is in a supported format — JPEG, PNG, GIF, SVG, or WebP
• Check the file size — try compressing the image before uploading
• Check the filename — avoid special characters. Use only letters, numbers, hyphens, and underscores
• Try a different browser
• Check your internet connection

Image looks pixelated or blurry

The uploaded image resolution is too low. Re-upload a higher resolution image — 1500 x 1500px for headshots, 1920 x 1200px for banners. Ensure the image wasn't over-compressed — use 80–90% JPEG quality.

Image is stretched or distorted

The image doesn't match the recommended aspect ratio. Crop to 1:1 (square) for headshots or 16:10 (landscape) for banners before uploading. See [Recommended image specifications for agent photos in Presence®] for full specifications.

New image not appearing on the website after saving

1. Verify you clicked Save after assigning the image in the Media Gallery
2. Clear your browser cache and reload the page
3. View the site in an incognito or private browsing window
4. Wait 5–10 minutes — changes occasionally take a moment to propagate

If the image still isn't appearing, contact our support team.

Can't delete the old image

You don't need to delete the old image before uploading a new one — clicking the image block replaces it directly. To remove an image entirely without replacing it, hover over it and click the trash can icon.

Media Gallery won't open

• Refresh the page and try again
• Clear your browser cache
• Try a different browser
• If the issue persists, contact our support team

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FAQs

My image uploaded successfully but looks blurry on the website — what's wrong?

The most common cause is low source resolution. Re-upload the image at the recommended dimensions — 1500 x 1500px for headshots and 1920 x 1200px for banner images. Also check that the JPEG quality setting wasn't set too low when exporting — use 80–90%.

My image is showing the correct file in the CMS but the old photo is still appearing on my website.

Clear your browser cache and try viewing the page in an incognito window. If the old image still appears after 5–10 minutes, go back to the agent profile in the CMS and confirm the new image is still assigned and that Save was clicked.

The Media Gallery opens but I can't select my image — what should I do?

Try refreshing the page and reopening the Media Gallery. If the issue continues, try a different browser. If it persists, contact our support team:

• Live chat in the Presence® Platform (fastest)
• Email: support@luxurypresence.com
• Phone: 310-955-1077, option 2