What This Article Covers
Some users have found that the logo upload button in the Agency Hub white-label setup does not respond when clicked, or that brand color settings cannot be changed. Follow the troubleshooting steps below to resolve this on your own before reaching out to support.
Troubleshooting Steps
Work through these steps in order. Most users are able to resolve the issue before reaching the end of the list.
- Try a different browser. If you are using Chrome on Windows, switch to Firefox or Edge. This issue has been reported specifically on Chrome for Windows and switching browsers has resolved it for many users.
- Open an incognito or private window. Browser extensions can interfere with file picker dialogs. Open an incognito window (Chrome: Ctrl+Shift+N / Mac: Cmd+Shift+N), navigate to the Agency Hub white-label setup, and attempt the upload again.
- Clear your browser cache and cookies. Go to your browser settings, clear cached images and files as well as cookies, then reload the page and try again.
- Check your image file format and size. Use a PNG or JPG file under 2 MB. Files that are too large or in an unsupported format (e.g., WEBP, SVG, HEIC) may cause the button to appear unresponsive without showing an error.
- Disable browser extensions temporarily. Ad blockers, privacy extensions, and script blockers can prevent the file picker from opening. Disable all extensions, reload the page, and retry the upload.
- Refresh the page and try again. If a previous upload attempt timed out, a simple hard refresh (Ctrl+Shift+R / Cmd+Shift+R) can clear the stuck state.
Still Not Working?
If you have tried all of the steps above and the logo upload button is still unresponsive or your brand color settings are not saving, please reach out to our support team via the chat widget below and include the following details so we can investigate efficiently:
- The browser and operating system you are using
- A brief description of what happens when you click the upload button (for example, nothing happens, an error appears, or the page reloads)
- Which troubleshooting steps you have already tried
- The file format and size of the logo you are trying to upload
You can also start a live chat with us by clicking the chat widget in the bottom-right corner of the platform and typing human teammate to be connected with a member of our team.