Summary: The logo guests see on WhatsApp is the profile picture of your WhatsApp Business number. It's managed in Meta, not in AXP. Updating the Location Logo or Conversation Avatar in AXP won't change it, even after several days.
To change it, someone with access to your property's Meta Business account needs to upload the new logo in WhatsApp Manager.
Permissions Required: Admin access to your property's Meta Business account (Meta Business Suite / Business Manager), usually held by your social media, marketing or IT team. No AXP permissions are needed.
Where each logo is managed
Where guests see the logo | Where to change it |
Digital itinerary, confirmations, web chat | AXP: Settings > Locations > View Full Location > Theme (Location Logo / Conversation Avatar) |
Main brand logo on itineraries | AXP: Settings > Brand > Settings > Itinerary Primary Logo |
WhatsApp chat (profile picture) | Meta: WhatsApp Manager > Phone numbers > Profile |
🗒️ Note: Alliants can't change your WhatsApp profile picture for you. It can only be updated from your property's own Meta Business account.
Steps to follow
Log in to Meta Business Suite with the account that manages your hotel's WhatsApp number.
Open WhatsApp Manager.
💡 Tips: You can also go there from Settings > Business assets > Accounts > WhatsApp accounts, select your account and click Open in WhatsApp Manager.
In the left menu, click Phone numbers.
Click the hotel's WhatsApp number.
Open the Profile tab.
Under Profile photo, click Choose file and upload your new logo.
Click Save.
💡 Tip: Use a square image, ideally 640 × 640 px, in JPG or PNG format and under 5 MB. WhatsApp shows the photo in a circle, so keep the logo centred with some space around the edges.
⚠️ Enrolled in Meta Verified (green badge)? You can only change your profile picture twice every 60 days. Make sure the logo is final before you upload it.
Common Questions
Q: I updated the logo in AXP days ago. Why does WhatsApp still show the old one?
A: The Location Logo and Conversation Avatar in AXP are used on the digital itinerary, on confirmations and in web chat. WhatsApp uses the profile picture saved on your WhatsApp Business number in Meta. To change it, follow the steps above.
Q: How long does the new logo take to appear on WhatsApp?
A: It usually updates within a few minutes of saving, once Meta approves the image. Guests whose phones still have the old picture saved may see it for a little longer. If the old logo is still showing on new chats a day later, check the Profile tab in WhatsApp Manager to make sure the new photo was saved.
Q: Who at my property can make this change?
A: Anyone with admin access to your property's Meta Business account. This is often your social media, marketing or IT team. If you're not sure who has access, ask the person who set up your WhatsApp Business number.
Q: Why was my new profile picture rejected?
A: Meta checks profile pictures against its branding policies. Images may be rejected if they are low quality, contain a lot of text, or include content that doesn't represent your business. Try a clear, high-resolution version of your logo on a plain background.
Q: Will changing the WhatsApp profile picture affect my conversations in AXP?
A: No. Your WhatsApp number stays connected to AXP and conversations carry on as normal.