1. Message: “invalid or expired Gift Code”
2. How do I edit or erase an existing gift?
3. Can virtual Gift Claim Codes be entered after the frame is set up? 
4. The recipient has no smart device (phone/tablet) 
5. The recipient is unable to connect their gift frame to WiFi

1) Message: 'Invalid or expired Gift Code'

Scanning the Gift Setup (QR) Code on the frame’s packaging is one of the two primary ways to prepare an Aura Frame as a gift. For an overview of all gift preparation options, please see our Overview & Preparation Guide.

If you encounter the "invalid or expired Gift Code" error message, please simply switch to the Virtual Code gift preparation method instead, as outlined in this FAQ. This method allows you to generate a unique gift code (which is a different mechanism) to share with the recipient. They can enter this code during the frame setup using the Aura Frames app, or even after setup, as explained in section 3 below.

2) How do I edit or erase an existing gift? 

If your gift frame has not yet been connected to the recipient’s WiFi, it remains in "gift mode" and will appear as a "Gift for [Recipient's Name]" frame in your Aura app. This allows the original gift creator (the person who created the gift) to edit or erase the gift setup.

Steps to Edit or Erase a Gift Frame (before it’s claimed)

1. Open the Aura Frames App
   Tap the “A” icon in the top left corner to go to the Aura Home screen. Scroll down and select the gift frame.
   
   
2. Access Frame Settings
   Tap the settings icon (⚙️) in the top right corner to open the frame settings menu.
   
   
   

Editing the Gift Frame

From the Frame Settings menu, the original gift creator can:

• Update or change the recipient’s name.

• Edit the gift message and any uploaded photos or videos.

• Adjust contributor access to include or remove other family members or friends.

• NOTE: certain frame settings will not be available until the frame is connected. 

Erasing the Gift Frame

From the Frame Settings menu, the original gift creator can:

• Select “Erase Gift” to delete the virtual frame, along with any messages and photos already uploaded.

• You can then set up the frame again by selecting either the "It’s for me" or "For someone else" (= Gift preparation) option in the app.

3) Can virtual Gift Claim Codes be entered after the frame is set up? 

Yes! If the recipient has already set up their Aura Frame on their WiFi network and did not enter the unique Gift Claim Code, they will not initially see the preloaded gift content. However, they can add the code later to access all gift features.

How to Add the Gift Claim Code Post-Setup

1. Open the Aura Frames App
   The recipient should open their Aura Frames app, tap the “A” icon in the top left corner, and select the frame they’d like to update.
   
   
2. Access Frame Settings
   Tap the settings icon (⚙️) in the top right corner to open the Frame Settings menu.
   
   
3. Enter the Gift Claim Code
   Tap the three dots icon (. . .) in the top right corner and select “Enter Gift Claim Code.” The app will prompt the recipient to enter their unique gift claim code (which the gifter should have shared).
   
   
   
4. Enjoy the Gift Content
   After entering the code, the gift message will be displayed on the frame as a one-time greeting. All preloaded photos, videos, and invited frame contributors will be available too, making the frame fully personalized as intended.

4) Recipient has no smart device (phone/tablet)

If you are preparing an Aura Frame as a gift with preloaded content (such as a gift message, photos, and frame contributors), but the recipient doesn’t have a smart device for the setup, here are some options to consider:

Option 1: On-Site Setup by an Invited Frame Member

Once you have prepared the gift content as explained in our main FAQ, an invited member with access to the gift frame in their Aura Frames app can help complete the setup on-site, by connecting the frame to the recipient’s WiFi network. 

Here’s how it works: 

1. Open the Aura Frames App
   The invited member should open their Aura Frames app, tap the “A” icon in the top left corner, and select the recipient’s gift frame.
   
   
2. Access Frame Settings
   Next, tap the settings icon (⚙️) in the top right corner to open the Frame Settings menu.
   
   
3. Connect WiFi for the Recipient 
   Tap on "WiFI Network" and select the option "Connect WiFi for the Recipient".  The app will guide the frame member through the steps to connect the frame to the recipient’s WiFi network.
   
   
   
   
4. Complete the Setup
   Once connected to WiFi, the frame will display the gift message and preloaded photos. Note: The gift message will appear only once, so make sure the recipient is watching!

Option 2: Pre-Set the Recipient's WiFi Network

If an on-site setup is not possible, Aura Frames offers a gift preparation option to pre-set the recipient’s WiFi connection in advance. The prepared frame can then be sent directly to the recipient and will automatically connect once powered on. 

Here’s how it works:

1. Prepare the Frame as a Gift
   Refer to the steps in our main FAQ to set up the gift using the Gift Setup QR Code method (scanning the QR code on the packaging box).
   
   
2. Access WiFi Settings (Aura Frames App)
   Once the gift preparation is complete, tap the settings icon (⚙️) in the top right corner to open Frame Settings. Then select "WiFi Network" and choose “Preset Recipient's WiFi.” 
   
   
   
   
3. Enter the Recipient’s WiFi Details
   Carefully enter the recipient’s WiFi credentials. IMPORTANT: Ensure accuracy when typing in the WiFi details. Any errors will prevent the frame from connecting, requiring an invited frame member to change the WiFi settings on-site via the Aura app. This cannot be done remotely!
   
   
4. Confirm WiFi Setup
   The frame will display a confirmation message, showing the recipient’s WiFi network name.
   
   
5. Repackage and Deliver the Frame
   Once WiFi is pre-set, unplug the frame, repackage it, and send or deliver it to the recipient. When they plug it in, the frame should automatically connect to the pre-set WiFi network. The prepared gift content (message and photos) will then be displayed. 
   
   

After the gift is claimed: 

Once the frame is connected to the recipient’s WiFi network and the gift is claimed, invited members with the Aura Frames app can continue to manage and update the frame remotely. This allows for a steady stream of new memories and photos to be shared with the recipient.

Moving forward, the frame can be controlled as follows: 

5) The recipient is unable to connect their gift frame to WiFi

As detailed in this FAQ, Aura offers two options for preparing a frame as a gift: the Virtual Code and the Gift Setup (QR) Code. Both methods allow you to pre-load a gift message, photos, and videos. The recipient can then follow the in-app instructions on the Aura Frames app to connect their frame to WiFi and claim the gift content (Video FAQ: Setting Up a New Frame).

Common Causes

If the recipient's frame shows a “Can’t connect to network [Network Name]” message immediately upon powering on, it’s likely due to one of the following setup issues during the initial gift preparation:

1. The giver connected the frame to their own wiFi
   If the person preparing the gift tested the frame by connecting it to their own WiFi network, this action may have claimed the gift and saved the giver’s WiFi information instead of the recipient’s. As a result, the frame will display and try to connect to the giver’s WiFi network rather than the recipient’s.
   
   
2. The WiFi network was pre-set with incorrect credentials
   If the giver used the "pre-set WiFi" option to proactively connect the frame to the recipient’s WiFi but made an error (e.g., mistyped the WiFi password or network name), the frame will display the recipient’s WiFi network but will be unable to connect due to the incorrect credentials.

How to Resolve This Issue

To update the WiFi settings on the frame, an invited frame member needs to be on-site to make the following changes with their Aura Frames app. If the giver is unable to be on-site with the frame, they can invite a family member or trusted friend to help out (FAQ: How to invite a frame member).  

1. Confirm Invite Acceptance
   Ensure you are an invited frame member and have accepted the frame invitation in the Aura Frames app.
   
   
2. Open the Aura Frames App
   Tap on the “A” icon in the top left corner and select the frame in question.
   
   
3. Access Frame Settings
   Tap the Frame Settings icon (⚙️) in the top right corner.
   
   
4. Select "WiFi Network"
   Choose the “WiFi Network” option to update the network connection.
   
   
   

If the Gift Has Already Been Claimed:
Simply select and connect to the correct WiFi network. Once connected, all preloaded photos and videos will automatically display on the frame.

If the Gift Content Has Not Yet Been Claimed:
You’ll see the following menu:

Please select the option and follow the in-app instructions to connect the frame to the recipient's correct WiFi network onsite. Following the successful connection, the gift message will display once (make sure the recipient is watching!), and all preloaded photos and videos will follow.

Other Connection Issues

If the recipient’s frame does not display a “Can’t connect to network [Network Name]” message immediately upon powering on for the first time, this likely indicates that the issue is not related to the initial gift preparation configuration.

Please ask the recipient to follow these steps:

1. Review the Frame Setup Video FAQ
   Ensure they’re following all steps correctly by watching our Frame Setup Video FAQ.
   
   
2. Check the Frame Connection Issues FAQ
   If issues continue, refer them to our Frame Connection Issues FAQ for additional troubleshooting tips. This FAQ covers the most common reasons for temporary connection challenges.
   
   
3. Contact Aura Customer Care
   If problems persist, please submit a detailed support request to Aura Customer Care.

These steps should help the recipient resolve any connection issues and get their frame up and running smoothly.