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Why is my banner image blank or not showing on my website?

  • Jun 25, 2026
  • Knowledge

Title
Why is my banner image blank or not showing on my website?
URL Name
Why-is-my-banner-image-blank-or-not-showing-on-my-Presence-website
Answer

Why is my banner image blank or not showing on my website?

Troubleshoot a banner image that appears blank, empty, or invisible on your website, including on inner pages like About Us.

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

Overview

A blank banner image — especially on inner pages like About Us, Contact, or custom landing pages — is one of the more common website issues. In most cases, the image was not saved or published after uploading, or no image has been assigned to that section yet. Some cases require a CSS fix from our support team, but most can be resolved in a few steps directly in the editor.

Common causes of a blank banner image

  • The image was not saved or published — Changes made in the editor must be saved and published to appear on the live site
  • No image is assigned to the section — The banner section exists on the page but has no image attached to it
  • Unsupported file format — Banner images must be uploaded as JPEG, PNG, GIF, SVG, or WebP. Other file types may not render correctly
  • Corrupted image file — A damaged file may upload without error but fail to display
  • A CSS conflict — Some layout conflicts prevent the image from rendering and require a fix from our support team

How to fix a blank banner image

  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. Use the page dropdown in the top-left corner to navigate to the page you want to edit.
  4. Click the Edit button in the top-right corner to enter edit mode.
  5. Click directly on the blank banner section to select it.
  6. Check whether an image is assigned. If the section shows a placeholder or no image thumbnail, click Change Image or Upload Image and select or upload your banner image.
  7. Confirm the file is in a supported format — JPEG, PNG, GIF, SVG, or WebP. If not, convert the file and re-upload.
  8. Click Save after making any changes.
  9. Click Publish in the top-right corner to push changes live.
  10. Open your website in a new private or incognito browser window and confirm the banner is now visible.

Note: If the banner appears correctly in the editor but is still blank on the live site after publishing, clear your browser cache or test in a different browser before contacting support.

If the banner is still blank after publishing

Some blank banner issues — particularly on inner pages — are caused by CSS layout conflicts that cannot be resolved through the standard editor. In these cases, our technical team can apply a custom CSS override to fix the issue.

When you contact support, include:

  • Your website domain (for example, yoursite.com)
  • The name of the page where the banner is blank (for example, About Us or Contact)
  • Whether the issue appears on desktop, mobile, or both
  • A screenshot showing the blank banner

You can reach our support team through:

Hero image cropping vs. blank banner — what's the difference?

If your image appears but looks cropped or cut off on mobile rather than completely blank, that is a separate issue related to image dimensions and focal point. For guidance on cropping, see Why your hero image is cutting off subjects — and how to fix it.

FAQs

Why does the banner look fine in the editor but show as blank on my live site?

When the banner appears correctly in the editor but is blank on the live site, it usually means the change was not published, or your browser is displaying a cached version of the page. Click Publish in the editor, then test the live site in a private or incognito browser window. If the issue persists, contact our support team — a CSS conflict may be preventing the image from rendering.

Is a blank banner on the About Us page different from a blank hero on the home page?

Yes — a blank banner on an inner page like About Us is treated differently from a blank hero on the home page. Inner page banners sometimes require a CSS override applied by our technical team, whereas home page hero images are fully editable through the standard editor.

What image formats are supported for banner images?

Banner images must be uploaded as JPEG, PNG, GIF, SVG, or WebP. If your image is saved in a different format, convert it to one of these types before uploading. For recommended dimensions and file sizes by image type, see Recommended image specifications for your website

How do I contact support to fix a blank banner that requires CSS?

To get help with a blank banner that requires a CSS fix, reach out to our support team and include your website domain, the name of the affected page, whether the issue appears on desktop, mobile, or both, and a screenshot of the blank banner.