Branding upload troubleshooting
What to do when a branding image won't upload — file size, format, and long spinners.
Heads up
My image won't upload. Two things the picker checks:
- File too large. A photo over 30 MB is rejected with "Image is over 30 MB — try a smaller one." Anything smaller is shrunk automatically as it uploads, so use a smaller file only if you see that message.
- Wrong file type. Only JPG, PNG and WebP are accepted; anything else is rejected with "Use a JPG, PNG, or WebP image." Convert or re-export your image to one of those formats.
Both checks apply wherever the picker is used — your logo, your cover image and each email signature image.
Note
My booking page isn't the colour I picked. If your primary colour is very light, it can't be read as text on a white background — so on your booking page we use a darker shade of it for the time buttons, the confirm button and links. Nothing else changes, and the colour you saved is untouched. The booking preview on the Branding page tells you when this is happening and shows the real result. To control it yourself, pick a deeper shade: anything dark enough to read on white is used exactly as-is.
The spinner is taking a while. A few seconds of spinner means the image is uploading and being prepared — give it a moment before assuming it's stuck. If it never finishes, check your connection and try again.
My logo won't print on receipts. That's a separate issue from uploading — see Make your logo print on receipts.
My logo isn't on my wallet card. Also separate from uploading — see Put your logo on wallet cards. If the card shows your venue name with no logo beside it, open the branding set and look for the wallet status under the logo.
The band on my Apple card isn't the colour I picked. That happens with a very light primary colour. The points are drawn on the band in white, so a white or cream band would hide them; the card uses a darker shade of your colour for the band instead. The Wallet cards preview shows the band you will get.
Members' Apple cards still show my old look. A card picks up a new look when you save one, or the next time that member's points change. If you changed the look before this was supported, or it has been a while, press Refresh members' cards under the Wallet cards preview on your default branding. Each card usually updates within a minute of the phone being told.
My logo looks like a white box on the wallet card. The card puts your logo straight onto your primary colour, so a logo saved with a solid white or cream background shows that background as a block. Re-export the logo with a transparent background and save again. The Wallet cards preview shows your logo on your colour before you save.