When you contact our Customer Care team for help, you may be asked to provide the frame's unique serial number which starts with a letter, followed by 10 digits (e.g. Z05-00000001)

If the frame was set up, you can find the serial number in your frame settings in the Aura app. Alternatively, you can find it on the packaging box that it came in. 

Finding the serial number in the Aura Frames app

• Open the Aura app, click on the three lines in the top left corner, and ensure you tap on the correct frame (if you have multiple frames).
• Tap the settings icon in the top right corner of the screen to open frame settings and scroll down to the bottom of the page where the serial number is listed.

Finding the serial number on the packaging box: 

The serial number can also be located in the bottom right corner of the back of the Aura packaging box: