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Email template does not display correctly in Outlook or other Email Clients

Julkaisupäivä: Jul 24, 2025
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Email templates sent from Salesforce may not show up as expected in Outlook or other email clients. These are a few of the issues you may encounter:
 

  • Images within templates look smaller once received in Outlook
  • Images are missing
  • Font size is not same
  • Content is distorted etc.


It is important to understand that Salesforce has no control over this. A message that you create and send in Salesforce or any email client, may not look the same in the recipient's email program.

Note: While this article covers all the email template types created either in Salesforce Classic or Lightning Experience, there are chances that issues can occur due to the usage of any custom HTML/CSS codes on 'Custom HTML' and 'Visualforce' email templates.

If your company is using the custom HTML or Visualforce email templates and facing issues, kindly work with your developers to validate the custom HTML & CSS tags and code to ensure they adhere to the standards and best practices and are adjusted and fine-tuned to meet User requirements. Salesforce Support may not be able to debug the HTML & CSS code for you as those customizations are 'out of scope' requests.

Ratkaisu


Troubleshooting
 

  1. Forward the email or CC another recipient to see if the email is displayed correctly in all email clients.
  2. View the email in a browser – try to use OWA (Outlook Web Access) if possible and check the email.
  3. View the email in Gmail, Yahoo, Rediffmail, Hotmail, etc. (For example, any other email client other than Outlook).
  4. If you are using email relay or send through external email services, try disabling this to send a test email from Salesforce.

If the content and images show up properly on the other email clients or while viewing in a browser, it indicates that Salesforce has processed the images properly and it is Outlook which seems to be the cause of this issue. There is no issue regarding any Salesforce email template setting, but rather some changes needed to be done on the Outlook side.

While it is true that Outlook is a very popular email client, it is beyond our control how Outlook handles and delivers email. Like the limitations of fonts or colors in Internet Explorer or any other browser, it cannot be influenced by Salesforce even though Salesforce has several Users that use Internet Explorer as their primary browser.

Microsoft Office Outlook 2007 uses the HTML parsing and rendering engine from Microsoft Office Word 2007 to display HTML message bodies. With Outlook 2007, and continued in Outlook 2010, Outlook 2013 and Outlook 2016, both Word and Outlook are no longer the email editor and they were replaced with a completely new and revamped editor 'Ribbon Support' which is based on Word. For more information on how Outlook 2007 handles HTML emails, please review Word 2007 HTML and CSS Rendering Capabilities in Outlook 2007 (Part 1 of 2) 

One common setting to be aware of in Outlook is:
  • On the File tab, click Options > Trust Center.
  • Under Microsoft Outlook Trust Center, click Trust Center Settings.
  • Deselect Don't download pictures automatically in HTML e-mail messages or RSS items check box.

For more on the explanation how rendering is done in CSS and HTML in the different versions of Outlook, please review A Guide to Rendering Differences in Microsoft Outlook Clients. You may also review My email looks bad in Outlook.

For font display issues including when the font size displays differently for emails sent from Salesforce Classic using 'EmailPublisher' versus the emails sent using 'Email Action' from Lightning UI. You may also review Why Font displays differently for emails sent from EmailPublisher in Classic and Lightning?


See Also:
Change the message format to HTML, Rich Text Format, or plain text
Microsoft Breaks HTML Email Rendering in Outlook 2007
Considerations for Using Content from External Sources in Email Templates
Outlook Email Rendering Issues and How to Solve Them
 
Knowledge-artikkelin numero

000385062

 
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Salesforce Help | Article