This article applies if your Aura frame was previously working and displaying photos, and is now showing “Connected – please add photos” or a 4-digit code. Your photos and videos remain safely stored on Aura’s secure servers, even if they are not currently displaying on your frame.

Step 1: Restart the Frame

1. Disconnect your Aura frame from power.
2. Wait 30 seconds.
3. Plug the frame back in.

After the frame turns back on, allow 5 to 10 minutes to see if photos return.

If your photos do not restore, or you still see the “Connected – please add photos” message or a 4-digit code, continue to Step 2 below.

Step 2: Set Up the Frame Again in the App

If the message or 4-digit code remains after restarting the frame, follow the steps below using the Aura Frames App.

1. Open the Aura app.
2. Tap the three lines in the top left corner.
3. Select + New Frame.
4. Follow the on-screen steps to complete setup. For assistance head to “How to set up your frame” for a step-by-step visual guidance
5. When prompted during setup, make sure to select “It’s for me”.

Once setup is complete, check whether your photos and videos are displayed on the frame.

If Photos or Videos Are Missing

If the frame reconnects but your photos or videos are not showing, contact our support team here. You will need to provide your frame’s serial number: How to find your serial number.

IMPORTANT: Please do not delete your account as this can affect the restoration of your photos/videos.