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Why isn't my email header image displaying correctly?

If your Marsello email header image appears duplicated (showing twice), broken, misaligned or isn't displaying correctly, the cause is usually how the image was added to your email template.

This guide explains the most common causes of header image display issues and the recommended setup for reliable rendering across email clients.

Before you get started

  • [CHECK: what the customer should have ready, for example the email template name]
  • Check the App Status page to rule out an outage first.

Is your email header image added more than once or across separate blocks?

Email header image problems commonly occur when the same header image is added multiple times or placed across separate content blocks, because email clients can behave differently when rendering images and layouts.

Common symptoms

  • The header image appears twice
  • The image shifts out of position
  • The image looks correct in the editor but broken in previews or live emails
  • The layout displays differently on desktop vs mobile
  • The header image overlaps other content

How to check

[CHECK: numbered steps to confirm whether the email header image appears in more than one content block]

How to fix

Use a single full-width header block. For the most consistent results, your email header image should only appear once in the email template, in a dedicated 100% width content block.

How to correctly add a header image

Step 1: Add a full-width content block

  1. Open your email template in Marsello.
  2. Drag a 100% width content block to the very top of your email layout.
  3. Leave the block empty initially.

Step 2: Insert the image

  1. Go to the Content panel.
  2. Drag the Image element into the blank full-width block.
  3. Upload a new image or select one from your media library.
  4. Adjust the image sizing as needed.

Step 3: Ensure the image only appears once

Your email header image should exist in only one content block within the template.

Avoid:

  • Copying the same image into multiple blocks
  • Stacking image blocks together to build a header
  • Using duplicated header sections

Why duplicate images cause issues

Many email clients interpret duplicated image elements differently, which can result in:

  • Rendering conflicts
  • Unexpected spacing
  • Broken mobile layouts
  • Incorrect previews

Keeping the header image in one dedicated block helps ensure reliable display across inbox providers.

Test your email before sending

Before launching a campaign or automation, always send yourself a preview email.

Check for:

  • Correct header placement
  • Desktop and mobile responsiveness
  • Consistent spacing and alignment
  • Image scaling behavior
  • Display across different email clients

Additional best practices

  • Use optimized image sizes to reduce loading issues
  • Avoid extremely large header images
  • Keep layouts simple for better Outlook compatibility
  • Use PNG or JPEG image formats
  • Maintain consistent image dimensions across campaigns

Which Marsello emails can email header image issues affect?

If the same email header image setup issue exists across multiple templates, the display problem may affect:

  • Email campaigns
  • Automations
  • Welcome emails
  • Loyalty notifications

Review all templates using the same email header image setup to make sure they display consistently across your email program.

Still not working?

[CHECK: when to contact support and what to include, for example store name, template name and a screenshot]

How to contact Marsello support