FAQ: Issues with Images in Phishing Templates

If you're having issues with the images in your phishing templates or training notifications showing up incorrectly, click the below FAQs for possible causes/solutions.

• "The image I'm using does not show up the correct size. It looks fine when I preview the template in the console, but when I receive it via email, the image shows up in a different size."
• "The images in my phishing templates do not load. My users are prompted to enable the images, or are unable to see the images completely."
• "I created my phishing template by copying the source code from a real email I received and now none of the images are showing up correctly in the phishing campaign."
• "I copied and pasted an image into my phishing template. It looks fine in the editor, but will not show properly in my phishing campaign. "
• The images I am using aren't appearing. What types of image files are supported in your phishing templates, landing pages, and training notifications?
• I can't see any of the images in the templates that I created or added to the system. How do I see the images?

IMPORTANT: Make sure you are using the URL of an image in the editor, rather than copying/pasting or attempting to embed the image into the phishing template. See our image at the bottom of the page for instructions.

ISSUE: "The image I'm using does not show up the correct size. It looks fine when I preview the template in the console, but when I receive it via email, the image shows up in a different size."

This issue generally occurs with Outlook 2007, 2010, and 2013. It is caused because these versions of Outlook do not respond well to a "style" HTML tag.

To fix this, you'll want to alter the Source code on your phishing template to add an additional "width" and "height" tag which will work with your version of Outlook.

1. First, click the Source button on your WYSIWYG template editor to view the HTML code of your template. 
2. Next, find the image tag which is causing your image to not appear correctly. Once you find the affected image, add an additional "width" and "height" tag, using the same desired width and height from the style tag already present (except for the "px"). (see below BEFORE/AFTER example)
3. Save the template once the addition is made.
4. Finally, send yourself a test email with the revised template to ensure it shows up correctly.

BEFORE (with style tag):  
<img src="http://www.imagewebsite.com/image.jpg" style="width:270px;height:340px">

AFTER (with style tag plus additional width tag): 
<img src="http://www.imagewebsite.com/image.jpg" style="width:270px;height:340px" width="270" height="340">

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ISSUE: "The images in my phishing templates do not load. My users are prompted to enable the images, or are unable to see the images completely."

Some mail clients will block images by default and will ask the user if they'd like to load the images in the email.

Depending on your mail client, you may be able to add the sender address to a safe senders list to allow images from those senders to load automatically. The instructions to do this will vary based on your mail client, but here is an article about deploying a safe senders list via Group Policy for Outlook: https://support.microsoft.com/en-us/kb/2252421

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ISSUE: I created my phishing template by copying the source code from a real email I received and now none of the images are showing up correctly in the phishing campaign. 

When you copy the source code from real emails, there is sometimes an additional line of text present in the link to the images that will cause the images to break and not appear correctly. You'll need to remove this additional text for the image to appear correctly in your phishing campaign. An example is shown below:

<img src="https://d49.googlecontent.com/proxy/CRx4h0ZfGZl09imI3v2ajtpvTHH0qhkAex3OW5b7Fglv0pMWqCb-QDh6NzsDJ8SD6AdA6dgf6X1bx8KS5DMLt4VQWb06xuPA=s0-d-e1-ft#http://www.imagewebsite.com/image.jpg">

The key to fixing this is to turn on the Source code of your template and comb through all of your <img> tags to ensure the URL for the image(s) you'd like to use includes ONLY the image link, which is the link to the right of the "#" sign.

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ISSUE: I copied and pasted an image into my phishing template. It looks fine in the editor, but will not show properly in my phishing campaign. 

When you copy and paste an image into the phishing template editor, you are only displaying the image locally. For your users to be able to see that same image, you MUST use a publicly-available URL for that image (such as https://www.image.com/image.jpg).

To fix this, you'll want to delete the image you copied and pasted, and instead, add a new image using either an image tag (<img src="https://www.imagewebsite.com/image.jpg">) or by clicking the image button in the WYSIWYG editor and adding the URL there.

An example of how to add and resize an image is shown below. When resizing, if the common mail client in your organization is Outlook 2007, 2010, or 2013, be sure to add an additional width tag as explained in: "The image I'm using does not show up the correct size when I receive it via email."

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ISSUE: The images I am using aren't appearing. What types of image files are supported in your phishing templates, landing pages, and training notifications?

We recommend using .png, .gif, or .jpg files when creating or modifying templates in our system.

ISSUE: I can't see any of the images that I added to the templates that I created or that were added to my console. How do I see the images?

You will need to make sure that the Show Remote Images toggle is enabled so that you can see the images that were added to your custom templates. By default, the Show Remote Images toggle is enabled for our System Phishing and Training Templates.

Please note that the Show Remote Images toggle will only appear on templates that contain images. 

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