Although our frames are manufactured to the highest quality standards on very rare occasions it can happen that individual frames develop technical defects.
If your display has started to flicker/shake or show lines, this could be related to an internal display fault and your frame might need to be replaced.
Please use this Help Center form to submit a support request that includes:
- As much information about the issue as possible
- The email address that you use to log into your App
- The name of the frame
- Your frame's serial number*
- A video or photo of the display issue
*To find the serial number please make sure that your frame is connected to the WiFi network and open the Aura app. Click on the name of your frame and then tap the settings icon in the top right corner of the screen. Once you're in the settings, scroll down to the bottom of the page where the serial number is listed. The serial number can also be located on the bottom of the box your frame came in. Sample 11-digit serial number - e.g. "G05-00012345"
|If your photos are not positioned as expected on your frame please see our online article regarding; Repositioning the photos on your frame.