Form Logo isn't showing in Facebook Messenger

I set a banner to appear as my logo and be a preview link when I share it on messenger. But when I use the Facebook tool sharing debugger, it says that the image is corrupted

Provided og:image URL, https://www.jotform.com/uploads/Bender_Laura/form_files/Inner%20Circle%20Coaching%20Application.66e774d979a336.94586658.png could not be processed as an image. It may be corrupted or may have an invalid format.

Hi Laura,

Thanks for reaching out to Jotform Support. I tested your form and had the same issue, so I created a ticket and escalated this to our Developers. Although we don't know exactly when it'll be fixed, we’ll circle back to this thread when we have an update.

Thanks for your patience and understanding, we appreciate it.

Thank you, let me know if there is any update

This is slowing down my business.Can you please fix this ASAP?Sent from my iPhoneOn Sep 15, 2024, at 7:11 PM, Jotform <noreply@jotform.com> wrote:




...

Hi Laura,

I understand that this is taking longer to solve than expected. We've tested your form and clones we made from our end and they are working correctly on other social sharing platform websites. We need just a bit more time to investigate and come up with a solution. We'll get back to you as soon as I have one.

Thanks for your patience and understanding.

Hello, just wanted to ask if there is any update or would you prefer to create it again?

Hi Laura,

I checked your request and can see it is still in progress. However, I tested your form on Facebook, and I can see that the new logo appears normally:

May I know if you still get the same image preview error on your end? Have you tried it on another browser?

Once we hear back from you, we will help you with this.

Yes we are still having problem, it doesn't work when sharing it on Facebook messenger chat as well

https://developers.facebook.com/tools/debug/?q=https%3A%2F%2Fform.jotform.com%2F242565251069054

Hi Laura,

Can you try to clear the cache of your form to fix temporary issues? Although Clearing Your Form Caches isn't done automatically, it's easy to do it manually. Let me show you how:

1. On your My Forms page, click on your Avatar/Profile Image icon.

2. In the window that opens, click on Settings.

3. In the Settings menu, scroll down to the bottom and click on Clear Cache. And that's it, you're done.

Keep us updated and let us know if you need any more help.

I have cleared the cache now and still the same

Hi Laura,

When I tested your form, everything worked the way it was supposed to. Take a look at the screenshot below to see my results:

As you can see, I've tried to send your form link using my Messenger app, and it displays the form logo successfully. Can you tell us which device you're using when you've encountered the issue? Are you using a Messenger app or Messenger on a browser? Is it happening on different accounts as well? Have you tried logging out and in to your Messenger account?

After we hear back from you, we’ll have a better idea of what’s going on and how to help.