What shall I do if my frame still displays the 4-digit code and a "connected - please add photos" message?

No problem, simply unplug it from the mains and wait for 30 seconds before connecting the frame once again. Then, wait for 24 hours just in case the frame had not detected the fix.

In the unlikely event that you still see this message after 24 hours, please: 

1. Open the Aura Frames app and tap on the "A" icon in the top left corner
   
   
2. Select "+New Frame" and follow the steps to set up the frame again
   
   
3. Once the frame is connected, please check if it shows all your photos/videos 
   
   
4. If this is not the case, please send us the serial number and we will restore them for you (there is no risk of losing your photos!). To do so, please submit a detailed request via the "Contact Customer Care" button below and we'll assist as soon as possible. 

How to find your serial number: 

• You can find the serial number in your frame settings in the Aura app. 
  
  
• Open the Aura app, click on the "A" in the top left corner and ensure you tap on the correct frame (if you have multiple frames). 
  
  
• Tap the settings icon in the top right corner of the screen to open frame settings and scroll down to the bottom of the page where the serial number is listed.