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Email template not showing images on Mobile Devices

This topic has 13 replies, 3 voices, and was last updated 2 months, 1 weeks ago ago by Jack Richardson

Imran Khalid

Participant

August 18, 2024 at 11:41

Hello,

I have used the Email builder from xstore and designed the email template.
However it’s not showing to my mobile device all the images.

Please check the screenshot and advice.

Thanks,

Please, contact administrator
for this information.

Files is visible for topic creator and
support staff only.

#410611 Copied Theme version: 9.3.17

12 Answers

Rose Tyler

Support staff

August 18, 2024 at 15:29

Hello Imran Khalid,

Thank you for reaching out to us.

Please try to use the Chrome browser (we do not see the problem https://prnt.sc/Wrbs5m63TlW4 ). Do you have the issue still?

Best Regards,
8Theme’s Team

#410626 Copied

Imran Khalid

Participant

August 18, 2024 at 16:07

PLEASE check in the mobile devices.. i have attached the screenshot previously.

Image are not showing in any mobile devices.

#410632 Copied

Jack Richardson

Support staff

August 19, 2024 at 08:46

Hello @Imran Khalid
Could you please, ensure that everything works correctly without our Email builder active ? Also, we garanty the full compatibility with the official email services but it seems that there could be some issues in displaying if the emails are viewed from 3rd-sources. Also, It may be possible that the image format currently being used in your email templates may not be fully compatible with all mail services but we don’t know the format you are using there. For broader compatibility, we recommend referencing the following resource: https://www.caniemail.com/search/?s=webp (for example if you are using the webp format)

Thank you for your attention to this matter. Should you require any assistance with the recommended changes, please do not hesitate to reach out.

Best Regards,
Jack Richardson
The 8Theme Team

#410694 Copied

Imran Khalid

Participant

August 19, 2024 at 11:53

no my images are jpg and gif which are perfectly fine as per the compatibility.

I have seen the same thread about this issue and you guys solve it to add some code lazy image load functions from the functions file..
https://www.8theme.com/topic/image-on-woocommerce-emails-not-showing-when-the-xstore-core-plugin-is-active/

I m not a developer… so please solve this issue as i Have did everything right from theme documents.

Thanks

#410712 Copied

Jack Richardson

Support staff

August 19, 2024 at 12:18

Dear @Imran Khalid,

I hope this message finds you well. We would like to inform you that the issue you referenced has been resolved for our customer, and the fix has been globally implemented in the theme archives since then.

We previously requested that you conduct tests without our email builder, but it appears that these tests were not completed. Could you kindly perform a test using the default Storefront theme with the XStore Core plugin deactivated? We attempted to place a test order (#28414), but unfortunately, we did not receive the confirmation email from your web-site. Therefore, we would appreciate it if you could carry out this test on your end.

Thank you for your cooperation.

Best regards,
Jack Richardson
The 8Theme Team

#410714 Copied

Imran Khalid

Participant

August 22, 2024 at 14:34

Please check the junk folder incase is there..

I m also sending you new email, the screenshot attached.

Please solve this issue it’s very important for me and waiting for this to launch the website.

Please contact administrator
for this information.

Files is visible for topic creator and
support staff only.

#411189 Copied

Imran Khalid

Participant

August 22, 2024 at 15:15

i m checking in in iPhone 13 pro max..

just checked in the Android and it’s showing but in my iPhone is not showing..

#411194 Copied

Jack Richardson

Support staff

August 23, 2024 at 08:49

Dear @Imran Khalid,

We have investigated the issue you reported with the our own iPhone mail application and can confirm that the problem exists. However, it is important to note that this issue does not occur with official services such as Gmail, where all images are displayed correctly. This observation leads us to believe that the problem may not be with your emails but potentially with the iPhone services.

We found similar issues discussed in the Apple Support Community, which you can view at the following links:
– https://discussions.apple.com/thread/254738960?=undefined&previousThread=253279783021&sortBy=rank
– https://discussions.apple.com/thread/253279783?sortBy=rank

It is possible that the issue arises due to specific iPhone mail restrictions settings or because the email address is not marked as trusted, which prevents the display of images from untrusted sources.

As of now, there has been no response from their support team regarding this matter. We recommend keeping an eye on the threads for any updates that may address your concerns.

Thank you for your understanding and patience.

Best Regards,
Jack Richardson
The 8Theme Team

#411276 Copied

Imran Khalid

Participant

September 13, 2024 at 08:22

Hello,

I m still surviving with same issue for my woocomerce email for the Apple users (iPhone).. I have tried with hosting provider but they are also hands up that’s its not related to us.

Guys, please give me a solution for the email which shows images perfectly fine in apple devices.

Screenshot attached for your reference.

1- Showing images in my Android and desktop
2- Not showing images in iPhone

Will really appreciate if you could give me advice how to handle this issue… as you know most of users IPHONE users so it will be shame that they can’t see the beautiful emails.

Thanks,

Files is visible for topic creator and
support staff only.

#414200 Copied

Jack Richardson

Support staff

September 13, 2024 at 11:07

Dear @Imran Khalid,

We hope this message finds you well. Following our previous correspondence, we would like to clarify the situation regarding the issue you are experiencing. Unfortunately, the problem appears to be primarily associated with the email reader on certain iPhone devices, and such questions were raised on their support forum as we mentioned in the reply https://www.8theme.com/topic/email-template-not-showing-images-on-mobile-devices/#post-411276.

Should this issue be critical for you, we can suggest deactivating the Email Customizer Builder option and continuing to use the default templates, which have not exhibited this problem as we understood by your testing results with default templates.

We appreciate your understanding of our position and thank you for adhering to our support guidelines.

Best regards,
Jack Richardson
The 8Theme Team

#414238 Copied

Imran Khalid

Participant

September 13, 2024 at 11:15

Even if I used the default email.. same issues coming up in IPHONE. The issue with woocommerce or i don’t k now…

#414242 Copied

Jack Richardson

Support staff

September 13, 2024 at 11:22

Dear @Imran Khalid,

Thank you for your cooperation and understanding in identifying that the issue persists even with the default email templates, confirming that it is not related to our theme.

In light of this, we kindly request that you submit this issue to the official WooCommerce support team for further assistance. You can continue the conversation and seek resolution at their support page: https://wordpress.org/support/plugin/woocommerce/.

We appreciate your adherence to the rules of our support forum. As outlined in the Envato privacy policy, our support services are strictly limited to addressing bugs or issues directly associated with our products. For more detailed information, please refer to the Envato support policy available at: https://themeforest.net/page/item_support_policy.

Thank you once again for your understanding.

Best Regards,
Jack Richardson
The 8Theme Team

#414246 Copied
Tagged: email template image display, email template issues, mobile device image problems, troubleshooting woocommerce, woocommerce, wordpress templates
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Email template not showing images on Mobile Devices

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