How to fix Microsoft Teams not showing your organisation's logo or branding on the client

Summary

This guide helps you troubleshoot and resolve: How to fix Microsoft Teams not showing your organisation's logo or branding on the client. Follow the steps below to fix the issue.

Common Causes

Quick Fix Steps

1. Sign out of Microsoft Teams and sign back in.
2. Clear the Teams client cache on your device.
3. Check that your organisation's branding is configured in the Microsoft 365 admin centre.
4. Update Microsoft Teams to the latest version.
5. Restart your computer and test again.

Detailed Instructions

Step 1: Sign out and back into Microsoft Teams

The Teams client stores branding information locally. A simple sign-out and sign-in forces the client to re-fetch your organisation's settings from Microsoft's servers.

1. Open Microsoft Teams.
2. Click your profile picture in the top-right corner.
3. Select Sign out.
4. Close the Teams application completely.
5. Reopen Teams and sign in with your work or school account.
6. Check whether the organisation logo and branding have returned.

Step 2: Clear the Microsoft Teams cache

Corrupted or stale cache files can prevent the Teams client from displaying updated branding. Clearing the cache is safe and does not delete your chat history or files.

On Windows

1. Right-click the Teams icon in the system tray (near the clock) and select Quit.
2. Press Windows key + R to open the Run dialog.
3. Type %appdata%\Microsoft\Teams and press Enter.
4. Delete all files and folders inside the Teams folder. You can select everything with Ctrl + A and press Delete.
5. Restart Microsoft Teams and sign in again.

On macOS

1. Quit Microsoft Teams by right-clicking the Teams icon in the Dock and selecting Quit.
2. Open Finder and press Command + Shift + G.
3. Enter ~/Library/Application Support/Microsoft/Teams and click Go.
4. Delete all files and folders inside the Teams folder.
5. Restart Microsoft Teams and sign in again.

Step 3: Verify organisation branding in the Microsoft 365 admin centre

If your organisation has recently changed its logo or branding, the new settings may not have been applied correctly at the tenant level. Only a Microsoft 365 administrator can check and update these settings.

1. Sign in to the Microsoft 365 admin centre with an administrator account.
2. Navigate to Settings > Org settings.
3. Select the Organisation profile tab.
4. Click Custom themes (or Organisation branding depending on your tenant configuration).
5. Confirm that your organisation's logo is uploaded and that the branding is enabled for Microsoft Teams.
6. If changes are made, allow up to 24 hours for the new branding to propagate to all clients.

Step 4: Update Microsoft Teams to the latest version

Older versions of the Teams client may not correctly display tenant branding, especially after Microsoft updates the service. Keeping Teams current ensures compatibility with the latest branding features.

1. Open Microsoft Teams.
2. Click your profile picture in the top-right corner.
3. Select Check for updates.
4. Teams will download and install any available updates in the background.
5. Restart Teams after the update completes.

Step 5: Restart your computer

A full system restart clears temporary files and refreshes network connections, which can resolve lingering branding display issues.

1. Save any open work.
2. Restart your computer.
3. Launch Microsoft Teams and sign in.
4. Verify that your organisation's logo and branding now appear correctly.

Troubleshooting Further Issues

Branding shows on one device but not another

If branding appears correctly on your desktop but not on your mobile device, the issue is likely isolated to that device's cache or app version.

• On mobile, uninstall and reinstall the Teams app from the Apple App Store or Google Play Store.
• Ensure your mobile device's operating system is up to date.
• Check that you are signed in with the same work or school account on all devices.

Branding missing after a tenant migration or domain change

If your organisation has recently migrated tenants or changed its primary domain, branding may take time to synchronise across all Microsoft 365 services.

• Wait 24 to 48 hours after the change and check again.
• Sign out of Teams on all devices and sign back in.
• Clear the Teams cache on each device as described in Step 2.

Other users in your organisation also see no branding

If multiple users report the same issue, the problem is likely at the tenant level rather than individual devices.

• Ask your Microsoft 365 administrator to verify the branding settings in the admin centre.
• Check the Microsoft 365 service health dashboard for any reported incidents affecting Microsoft Teams.
• If a service incident is ongoing, branding may be temporarily unavailable until Microsoft resolves the issue.

If you have worked through all the steps above and your organisation's branding is still not displaying in Microsoft Teams, please Open a Ticket and our support team will assist you further.

Still Having Issues?