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Illm4tik
Level 1

logo on form will not save logo

Help!  I have uploaded my logo and the save button is green however it will not save and cannot add logo to documents.  Please Help

66 Comments 66
JamesDuanT
Moderator

logo on form will not save logo

Hello lllm4tik,

 

When uploading a logo, there are a few requirements that you need to meet. You can check out this article for more information: How to Add, Customize, and Troubleshoot Logo on Sales Forms.

 

You should be able to upload the logo once you meet the requirements.

 

It would also help us know what steps to take next if you can provide additional information and screenshots. I'd appreciate it a lot.

KrobGil
Level 1

logo on form will not save logo

Having the same problem.  I have opened with paint and saved as JPG but still not working.  Any suggestions? 

 

MichaelDL
Content Leader

logo on form will not save logo

The Community has your back, @KrobGil.

 

I have a suggestion that may help you get that logo uploaded without issue. I attempted downloading the JPG you attached and setting it as the Company Logo in the Test Drive company, and didn't receive any errors. Are there any messages appearing when you attempt to save the logo? These errors are usually the result of browser hang-ups, here's how you can verify that:

 

Upload company logo in a private browsing window

  1. In whichever browser you use, press the corresponding keyboard shortcut:
    Chrome: Ctrl+Shift+N
    Internet Explorer: Ctrl+Shift+P
    Firefox: Ctrl+Shift+P
    Safari: Command+Shift+N
  2. From the new window that opens, navigate to QuickBooks Online and sign in.
  3. Click the Gear icon (⚙) > Account and Settings > in the Company tab, click the Logo box.
  4. Select the JPG image you wish to use. If the error presented is a native Windows message, try copying the JPG to a different location on your PC (like the Desktop folder).
     

Check out our guide on adding, customizing, and troubleshooting logos for additional information. Please let me know if this does the trick, I'm always available here for all of your QuickBooks needs. Thanks for dropping by, I'll keep an eye out for your response.

jojomojo
Level 2

logo on form will not save logo

Brand new member here... I cannot get my logo to save.

It meets all the requirements listed in the article linked in the first response to the title thread.

The only problem it had before was that it was a rectangle.  Now I've changed it to square.  Still won't save.  The "save" button is green, but nothing happens, multiple clicks, and finally I give up and find an empty gray box again.

 

Using Safari browser.

What am I doing wrong?

 

Angelyn_T
QuickBooks Team

logo on form will not save logo

Thank you joining the thread, @jojomojo.

 

I'd be glad to help update/save your logo in QuickBooks Online (QBO) successfully.

 

Make sure that you haven't missed any steps while saving the logo. To add/save a logo:

 

  1. Go to the Gear icon.
  2. Select Account and Settings.
  3. Click on Company at the left pane.
  4. Click the + on the logo box.
  5. Select a logo to import by clicking the blue + in the pop-up.
  6. In the next pop-up select the logo image file to import. The logo will import and the Save button will be grayed out.
  7. Click the image of the logo to select it.
  8. The Save button will become active.
  9. Click the Save button.
  10. On the Account and Settings page click Save.
  11. The logo is now active, click Done.

After following the steps provided above, you'll be able to save your logo successfully. However, if the same thing happens, I suggest uploading your logo using a private browser following the steps provided by our colleague @MichaelDL.

 

If you're able to save the logo using a a private browser, you may need to clear the cache of your regular browser. Accessing your account using another supported browsers can also help us narrow down the cause of this unexpected behavior.

 

Please update me with the result by adding a comment below. Wishing you the best!

dKeast
Level 3

logo on form will not save logo

Same issue here.  Cleared cache, used private browser.  Client tried from their end as well.  This sounds like it's an Intuit problem not a user error.

Alessandra_B
QuickBooks Team

logo on form will not save logo

Hi there @dKeast,

 

I appreciate your efforts in performing those troubleshooting steps on your end. Let me guide you on how to proceed and get your logo saved in your QuickBooks Online account.

 

Just to make sure, aside from performing some browser troubleshooting, have you tried the steps shared by my colleague @at62973_T? If you haven't already, let's make sure that we follow them, especially the steps 7 to 11.

 

If you've already done the steps above and got the same result, I encourage contacting our QuickBooks Online Support team. This way, they can further investigate why you can't upload your logo and help you further.

 

Here's how:


1. Go to this page: https://help.quickbooks.intuit.com/en_US/contact.
2. Choose the product you're using.
3. Choose the Company setting & importing, then Company setup.
4. Scroll down, and click Get Phone Number or Start a Message.

 

Please drop a comment below if you have other concerns. I'll be happy to help you. 

dKeast
Level 3

logo on form will not save logo

I will start a ticket with online support.  I've already tried all the steps noted in your post as well as anything else I could find online.

jojomojo
Level 2

logo on form will not save logo

Hi everyone,

Yesterday I posted a message saying that I am a new quickbooks user, and was unable to upload my company logo.  I followed all your directions, to a T.  But it just wouldn't save.  I was using safari.  Finally, I decided to switch to Firefox, and the logo uploaded immediately.  Unfortunately it seems that it was the browser altogether.  So for other users having trouble, if you are using Safari, maybe try using Firefox, Chrome or Explorer.  I was successful. Finally!

2morses
Level 2

logo on form will not save logo

I've been having the same problem you are describing.  I wondered if it was a browser issue, but I tried Microsoft Edge, Internet Explorer and Chrome with the same result. I will try Firefox, but this is clearly something that QuickBooks needs to resolve. 

Kristine Mae
QuickBooks Team

logo on form will not save logo

Hey there, 2morses.

 

I've checked our records and haven't seen any reported cases similar to yours. 

 

Using a different browser can help fix issues like this. Let us know if you're able to upload the logo using Firefox. 

 

If you haven't tried to clear the browser cache yet, please try to do it as well. Too many files will affect the browser's performance and behavior. Thus, requiring you to clear it out.

 

You can keep us updated by going back to this thread. Have a good one! 

2morses
Level 2

logo on form will not save logo

Kristine, 

I'm not sure why you would say there haven't been any reported cases similar to mine when that is the whole subject of this thread. I downloaded Firefox and tried it - same problem. Clearing the browser cache had no impact. Uploading a logo is likely to not be done very often by your existing users, so the fact that new users are having this problem is likely more related to the issue than the user. Have you or someone on your team tried to recreate the problem? Add a logo (that works) and then save it to the company profile or invoicing template (green save button doesn't have an associated action of any kind). This is holding up my ability to conduct business with a new customer and needs a more urgent resolution or I will be moving to an alternative.  

MaryGraceS
Moderator

logo on form will not save logo

Hello there, @2morses.

 

Thanks for getting back to me in this thread to let me know how it went. I'll be happy to get you to the right support to get this resolved.

 

Since you get the same result after trying the steps provided by my colleague Kristine, I'd suggest reaching out to our support for further assistance. They'll be able to check your account and perform additional troubleshooting steps for this issue.

 

Here's how:

  1. Go to https://help.quickbooks.intuit.com/en_US/contact.
  2. At the top right, select your QuickBooks version.
  3. Select a topic.
  4. Click on the Get Phone Number or Start a Message button.

That should point you in the right direction today.

 

And of course, you're more than welcome to visit the Community again if you have any other questions about QuickBooks Online. I'll be happy to help you out.

2morses
Level 2

logo on form will not save logo

Thanks @MaryGraceS

2morses
Level 2

logo on form will not save logo

After another hour on the phone with tech support, they have finally confirmed this is a widespread problem that has been submitted to engineering to resolve. Unfortunately, it doesn't seem to be prioritized they way it should be given that they are reviewing it sometime in the next 3 days. This is a big deal. Not being able to invoice my customers and set-up new customers is directly influencing my cashflow and business relationships. 

 

For anyone else having this problem, you can call in and notify them to have your account linked to the issue and then should be notified with a solution when available. Investigation number: 24656. 

BradGrove
Level 2

logo on form will not save logo

I have tried everything on this discussion to solve the issue. Not happy I am spending money and cant have an important item like my logo, on any documentation

Catherine_B
QuickBooks Team

logo on form will not save logo

Hi there, BradGrove.

 

Our Investigations Team is still working to fix this. You’ll want to contact our phone support team to include your company to the notification list.

 

We’ll keep you updated through email.

BradGrove
Level 2

logo on form will not save logo

How do I contact phone support from Australia, and when is the best time to do this (AEST)?

Catherine_B
QuickBooks Team

logo on form will not save logo

Here's how you can contact our phone support team, BradGrove.

  1. Go to this page: https://help.quickbooks.intuit.com/en_US/contact
  2. Choose QuickBooks Online.
  3. Select Company setup and importing.
  4. Then hit Company setup
  5. Scroll down and click the Get Phone Number button. 

They are available every Monday to Friday 6 AM – 6 PM Pacific Standard Time (PST) and on a Saturday at 6 AM – 3 PM PST. That's going to be 1 AM - 1 PM (Monday to Friday) AEST and 1 AM - 10 PM (Saturday) AEST. 

 

Let us know if you have other concerns. 

Dariusz T
Level 1

logo on form will not save logo

I have the same problem using the Edge I changed to Firefox and I could save the logo .

GarlynGay
Moderator

logo on form will not save logo

Hello Dariusz T,

 

Thanks for posting. 

 

When you can't save some changes on your company settings, this is sometimes caused by a browser issue. To fix it, we recommend using a different browser and you did the right thing. 

 

If same thing happens to all browser, please go ahead and clear the browser's cache. It helps to refresh the online connectivity of QuickBooks Online.

 

Let us know if you have any questions. We'll be right here to help. 

Roy Bravo
Level 1

logo on form will not save logo

Hey mate, I've just solved mine after a bit of trial and error, I've been using Edge as my browser, I emailed the logo to my tablet, opened QBO in Chrome, (important not to let it take you to the app as this lacks the upload funtion) and was able to upload my logo in seconds.

Hope that helps.

JamesDuanT
Moderator

logo on form will not save logo

Thanks for sharing your experience, Roy. This would surely help other users when uploading a logo in QuickBooks Online.

 

Using other supported browsers (such as Chrome, Mozilla Firefox, Safari, and Internet Explorer) is one of the basic troubleshooting steps that we always recommend when uploading a logo. You can also try clearing the cache storage of your regular browser if necessary.

 

Thanks again for joining in on the thread to help other users. Let us know if you encounter issues while using QuickBooks. We always got your back!

AVIA PROJECTS
Level 1

logo on form will not save logo

We used Firefox instead of chrome and Edge and it finally worked first time.

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