Fix: CultureMonkey Images Not Showing in Outlook Emails

Images not rendering in Outlook

By default, Outlook does not support an automatic download of images in emails sent from external domains. Only the images in emails sent from trusted email addresses and the ones added to the organisation’s contacts list will be rendered.

CultureMonkey’s domain should be whitelisted and added to the Safe Sender list to render the images as expected.

Here are a few methods on how to view external images.
  1. To view images only for a single email, click on Download external images, as prompted.
  2. Click on Go to Settings or navigate to Settings  → Reading, update the Download external images to Automatically
  3. Add our domain to the Safe Sender List, to permanently allow all external images from CultureMonkey to render seamlessly.

How to add the CultureMonkey domain to the Safe Sender List?

Windows

  1. At the top of the menu select Settings 
  2. Select Mail > Junk email.
  3. Under Safe senders, enter the domain culturemonkey.io and select Add.
  4. Select Save.
Info
For new versions:
Under Safe senders and domains, select Add, enter the email address or domain you want to add, and press Enter.

Mac

  1. Select Preferences.
  2. Select Mail > Junk email.
  3. Under Safe senders, enter the domain culturemonkey.io and select Add.
  4. Select Save.

If there is a restriction to adding Safe Senders, please reach out to the IT admin to add the CultureMonkey domain as a safe sender to the organisation list.

Sometimes Outlook does not show images even though all the configurations are correct. In such situations, you can do the following:

  • Check your firewalls and protection software (eg. anti-virus/anti-malware and/or Windows Defender) if they are blocking
  • Forward your email to check if the images appear in the forwarded email
  • Try switching to a different network

CultureMonkey recommends testing email templates before launching a survey or configuring reminders, if you are using Outlook and have issues with rendering the images, we would suggest creating email templates without images.