My photos will not upload

Most failed uploads are a weak connection: keep Murudo open and it tries again by itself. If a photo goes up but is not accepted, the problem is the picture, not the upload.

Check these first

• Your connection. If you see Photo upload timed out on this connection or Photo upload stalled on this connection, keep the app open and Murudo retries automatically. Wi-Fi or a spot with better signal helps.
• It must be a photo. Videos are not supported. You see Photos only if you pick one.
• The file type. Murudo accepts JPEG, PNG and WEBP pictures. Photos from your phone's camera are fine. If you see Unsupported file type, choose a different picture or take a new one.
• The size. The limit is 5 MB, but Murudo shrinks each photo before sending it, so normal phone photos pass. If you see File too large, choose a different photo.
• You already have 6. Six photos is the most. Remove or replace one first. See Add, replace or reorder your photos.
• Permission. If you see Couldn't open photo library, tap Open Settings and allow Murudo to use your photos.

What the marks on a photo mean

In the Android app, under Profile, Edit Profile, Photos:

• A thin bar across a photo: it is still uploading. Stay on a good connection.
• A small red warning mark: that upload failed for good. Tap the photo and remove or replace it.
• Uploading new photo or Checking new photo: a replacement is on its way. Your current photo stays until the new one is accepted.

The photo uploaded but was not accepted

Murudo checks that each photo clearly shows your face.

• We couldn't use that photo: the check could not see you clearly. Your current photo stays. Choose a bright photo where your face is easy to see.
• Your new photo is being reviewed: it is waiting to be checked. Your current photo stays on your profile until the new one is approved.
• Photos are locked while verification is pending: you sent a verification selfie that is still being reviewed, and photos cannot be changed until it is decided. See My verification is pending or did not work.

For what is allowed, see What photos are allowed. If a photo was taken down later, see Why was my photo removed?

On Murudo Web

The same file types and the same limit of six apply. Photos in the iPhone format (HEIC) are converted for you. If you see Image is too large, choose a smaller picture.

Still stuck

Send support a screenshot of the message you see. See Contact Murudo support. For photos in a chat, see Send a photo in a chat.