For: Prommt account administrators responsible for account branding.
Why this happens
Your logo appears on every payment email and checkout page your customers see — it's one of the most visible elements of the Prommt payment journey. If it's not displaying correctly, it's usually down to one of three things: the file format, the file dimensions, or how it was uploaded.
Common causes and fixes
Logo appears stretched or distorted
Cause: The image dimensions aren't suitable for the space Prommt uses to display the logo.
What to do: Before re-uploading, check your logo file:
Use a PNG or JPEG file
Ensure the image has a transparent or white background — logos on coloured backgrounds often look wrong against Prommt's white checkout page
Aim for a horizontal or square format — tall portrait logos often render poorly
Recommended minimum width: 300px
If you're unsure whether your file is correctly sized, contact Prommt Support via the chat button in your dashboard before uploading — we can review and advise.
Logo isn't showing at all
Cause: The upload may not have saved correctly, or the file type isn't supported.
What to do:
Go to Settings → Branding in your dashboard
Click Change Account Logo and re-upload your file
Click Save Changes after uploading — changes don't apply until saved
Open a test payment request to confirm the logo is now displaying
If the logo still isn't appearing after a successful upload and save, contact Prommt Support — there may be a caching issue that needs to be cleared on the account.
Logo looks correct in settings but wrong on the checkout page
Cause: A caching issue may mean the old logo is still being served to customers temporarily, or the new logo hasn't propagated across all touchpoints yet.
What to do:
Clear your browser cache and reload the checkout page
Check on a different device or browser to rule out a local cache issue
If the issue persists after a few minutes, contact Prommt Support
Logo displays on emails but not on the checkout page (or vice versa)
Cause: There may be a configuration issue specific to one touchpoint.
What to do: Contact Prommt Support via the chat button in your dashboard. Logo rendering issues that affect only one touchpoint typically need to be resolved on the account configuration side — don't attempt to re-upload multiple times as this can compound the issue.
Before making any logo changes
We recommend contacting Prommt Support before uploading a new or updated logo. Our team can ensure your file is correctly sized and formatted before it goes live — avoiding the need to troubleshoot after the fact.
What success looks like
Your logo appears clearly and correctly proportioned on the payment email header and on the checkout page — matching how it looks in Settings → Branding. It should be sharp, unclipped, and on a clean background.
Troubleshooting
My logo has a white background but looks fine — do I need to change it? Not necessarily. A white background logo works well on Prommt's white checkout page. Issues typically arise with coloured or dark backgrounds that clash with the checkout design.
I've uploaded the logo but it's showing the old one. Clear your browser cache and check again. If the old logo persists, confirm the new upload was saved correctly in Settings → Branding. If it was, contact Prommt Support to clear the cached version.
I don't have access to Settings → Branding. You need Administrator-level access to manage branding settings. Contact your Prommt account Administrator to make the change, or ask them to update your user role.