Aura frames are great gifts and we offer a variety of gift preparation options to further personalize the gift experience with a virtual gift message and preloaded photos. Once the frame connects to the final recipient's WiFi network, the gift will be 'claimed' and the content displayed.
| A correctly prepared gift frame will automatically display any preloaded content (= gift message and photos) once it connects to the recipient's WiFi network. However, if the gift frame had not been set up correctly, the frame may not be able to connect to the WiFi or the gift content may not show up. |
How can I check if the gift was claimed?
A gift frame will stay in 'gift mode' until the final recipient connects it to their WiFi network and thus claims the gift. Until then, the frame will be displayed as "Gift for: xxxx" and the Gifter can edit or erase the prepared gift content as described in this FAQ.
Once the gift frame has been claimed, the person who prepared the gift will receive a notification in their Aura app and the frame name will no longer state "Gift for".
Problem: Gift Recipient is unable to connect the frame to their WiFi
The first thing to do, is to make sure that the recipient followed the correct frame setup steps and that the issue is not linked to a WiFi network problem:
However, if the new frame immediately displays a "Couldn't join network [network name]" message, the Gifter had either pre-set the recipient's WiFi network incorrectly (typing mistake etc.) or they had first connected the frame to their own WiFi network which the frame is now trying to connect to.
| To protect our customers' privacy and security, it is not possible to remotely change the WiFi settings. How to resolve therefore depends on whether or not the Gift Recipient has access to a smart device (with the Aura app installed) or the Aura web uploader. |
A) The Gift Recipient HAS access to a smart device or the Aura web portal
- The 'Gifter' can (remotely) open their Aura app and select the gift frame.
- Next, they have to access the frame settings
and select "WiFi Network" 
- In the next menu, they have to select the "Connect later" option:
- The frame will now forget the previously input WiFi network and the Gift Recipient can now use the Aura app on a smart device or the online web portal to set up the frame on their WiFi network.
- Once connected, the gift message and photos will be displayed.
B) The Gift Recipient HAS NO access to a smart device or the Aura web portal
- Either the Gifter or somebody who lives nearby the Gift Recipient have to physically change the WiFi settings at the recipient's home.
Note: that person needs to be an invited frame member to be able to access the frame in the app and to change the WiFi settings.
If this is not possible, the Gift Recipient can also send the frame back to the Gifter so they can make the updates and then return the frame.
- Once near the frame, they can open their Aura app and select the gift frame.
- Next, they have to access the frame settings and select "WiFi Network"
- In the next menu, they have to select the "Connect later" option and confirm that this is "the frame's final destination":
- They will now be able to select the recipient's WiFi network and once the frame is connected, the preloaded greeting message and photos will be displayed.
- In case of any WiFi connection issues, please have a look at this article.
Problem: Frame connected to the WiFi but the gift didn't show
Once a gift frame has connected to the Gift Recipient's WiFi network, it should stop being a "gift frame" and any preloaded content should be displayed on the frame.
If this is not the case - and if the gift had been prepared 'virtually' (= via the Gift Preparation Code or via the gift preparation email) - the gift recipient can manually trigger the gift content using the Gift Claim Code.
If the information in this article hasn't helped you resolve your problem, please submit a detailed support request and Aura's Customer Care Team will help.