---
title: "My photos will not upload"
description: "Why a profile photo fails to upload or is not accepted, and what to do about the connection, the file, videos and photo checks."
url: https://help.murudo.co/troubleshooting/photos-wont-upload/
section: "Troubleshooting"
applies_to: "Android app, Murudo Web"
updated: 2026-10-13
---

# My photos will not upload

Why a profile photo fails to upload or is not accepted, and what to do about the connection, the file, videos and photo checks.

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](https://help.murudo.co/profile/add-or-change-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](https://help.murudo.co/profile/verification-pending-or-failed/).

For what is allowed, see [What photos are allowed](https://help.murudo.co/profile/photo-rules/). If a photo was taken down later, see [Why was my photo removed?](https://help.murudo.co/rules/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](https://help.murudo.co/settings/contact-support/). For photos in a chat, see [Send a photo in a chat](https://help.murudo.co/matches-and-chat/send-a-photo-in-chat/).