At Aura, protecting your privacy is one of our top priorities. As part of that commitment, we regularly delete inactive user accounts and associated data. If you’ve received an email from us, it means your account: 

• has not been active for 24 months, and;
• is not linked to any frame that has been online in the last 24 months.  

We understand you might have questions, so below are answers to the most common ones:

Why does Aura delete inactive accounts?

In line with our privacy-first approach, we delete inactive user accounts after 24 months to protect your personal data, ensuring we only hold information that is actively being used to provide our services. 

If an account has not been accessed in 24 months and is not linked to an active frame, we notify the owner about the upcoming deletion. If the account remains inactive, we initiate a secure deletion process to permanently remove it and all associated content, including your uploaded photos and videos. 

How can I stop the account deletion?

It’s easy to avoid account deletion, all you need to do is log in to your Aura account. To do this, download the latest version of the Aura Frames app on your phone or tablet and log in with your existing email and password. This will preserve your account and all the photos and videos you've shared with any Aura frame.

Forgot your Aura Frames app password? No worries! You can reset it by following the steps in this article: How can I reset my Aura Frames password? 

Can I create a new account later on?

Yes! If your current account is deleted and you wish to return to Aura Frames in the future, you can easily create a new account with the same email address. 

Please note, however, that any previously shared photos, albums, and data will not be recoverable once deletion is complete, this includes access to any previously connected frames. Your new account will be empty. 

How can I change my email address?

If you wish to change the email address that is linked to your Aura Frames account, including for direct communication about your account, please follow the steps in this article: Managing your Aura Account

Who can I contact for more help?

We’re here for you. Simply reply to the email we sent, or submit a detailed help request to privacy@auraframes.com.