We’ve successfully rolled out an update to address the cloud outage that temporarily affected communication between our servers, select Aura frames, and apps. Following this fix, your frames should now be displaying your photos again, and connections to any affected apps have been fully restored.

Key Points to Reassure You

1. No Photo Loss:
   The outage did not result in the loss of any photos. In the rare cases where customers reset their frames during the outage, our Customer Care team is usually able to restore them automatically or with personalized assistance—often within minutes to a few hours.
    
2. Security and Data Protection:
   At no point during the outage was your data compromised. All customer files and information remained secure, safeguarded by Aura’s robust security protocols and industry-leading data protection measures.
    
3. About Displaying Stock Photos:
   Some customers may have noticed unfamiliar images on their frames. These are standard Aura stock photos that display when a frame temporarily loses its connection. Rest assured, these do not represent any breach or data sharing.

Our Apology and Commitment

We sincerely apologize for the inconvenience this disruption caused. We value the trust you place in Aura Frame to showcase your cherished memories and remain committed to maintaining the reliability and security of your experience.

If you have any lingering concerns or need further assistance, please don’t hesitate to contact our Customer Care team.