First, ensure your phone has Bluetooth enabled and that you are connected to WiFi before plugging in the frame and opening the app. Make sure you are standing close enough to the frame to enable the bluetooth connection to work, and confirm that the WiFi router does not have additional security features enabled that prevent Aura from joining the network such as MAC address filtering.
Please note that Captive Networks are not supported by Aura. Unfortunately, Aura does not support WiFi networks that require visiting a captive portal web page before connecting to the internet. A captive portal is a web page that must be visited directly from the device connecting to the WiFi network for you to fill out a username / password or click a box before you can access the internet.
If your internet is an Enterprise network click here for step by step instructions on how to connect Aura.
If you require further assistance please don't hesitate to contact Aura's Customer Support by emailing firstname.lastname@example.org calling 646-630-7237.