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info-wesharpen4u
June 25, 2022
Question

Struggling to add logo, I have the right file size etc but just won’t load

  • June 25, 2022
  • 1 reply
  • 0 views
Trying to add logo as jpeg, the size is within QuickBooks constraints, I can add it ok but when I press apply button nothing happens

1 reply

A
AileneA
June 25, 2022

Hello, info-wesharpen4u. 

  

It sounds like your having a corrupted file cache stored in your browser, that's why you're unable to see any changes when saving it based on your scenario.  

 

But before we proceed with the troubleshooting steps, QBO has set a list of criteria for uploading your logo. Aside from having a file size of less than 10 MB, here are other things you need to consider:

 

  • The logo should be a .gif, .bmp, .png, .jpg, .jpe, or .jpeg file.
  • Have a bit depth (or colour depth) of 24-bits or less.
  • The shape of the logo should be square.
  • Use the standard RGB colour space.

 

 Once verified that you meet all the requirements needed, upload your logo again.   

 

However, if the same things happen, we can do some troubleshooting steps to rule this out. Let's open your QuickBooks Online account in an incognito or private browser. This mode will not save your browsing history and will also help isolate any web issues. 

 

Here are the keyboard shortcuts:

 

  • Google Chrome: Ctrl + Shift + N
  • Mozilla Firefox: Ctrl + Shift + P
  • Safari: Command + Shift + N 

 

If it works fine, you can go back to your regular browser and clear its cache. Clearing cache fixes certain problems, like loading or formatting issues on sites. It also helps pages to load faster. Please make sure to restart your browser afterwards. 

 

You can also use a different supported browser as an alternate solution.   

 

 If you want to learn more about customizing templates, check this article: Customise invoices, estimates, and sales receipts in QuickBooks Online. 

 

That's it! Get back to me here in the Community, if you need further help with this. I'll get back to you as soon as I can. Have a great day!

I
info-wesharpen4uAuthor
June 27, 2022

Hello nope still not uploading, my logo below 

LieraMarie_A
LieraMarie_A
June 27, 2022

Hello again, @info-wesharpen4u.

 

Thank you for letting us know the result. I'm here to ensure you can get your business logo added to QuickBooks Online.

 

 Since none of the steps above resolve the issue, I recommend reaching out to our Customer Care Support team. This way, they can take a closer look at your case and raise a ticket for further investigation if needed.

 

Here's how:
 

  1. Click the (?) Help icon in the upper right-hand corner of the dashboard.
  2. Select Talk to a Human.
  3. Enter a short description of your concern and press Enter.
  4. Click I still need a human.
  5. Select Contact Us to connect with our live support.
  6. Choose Get a callback.


Please let me know how the call goes. I want to make sure this is resolved for you. I'll also keep an eye on any incoming reports about this. Have a good day, @info-wesharpen4u!

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