Questions & Answers

Q: QuestionHow do I remove the Happiness starts here message from the screen?

Asked 3 years ago by Dolly.

• A:Answer You remove the protective film that has the words imprinted on it.

  Answered 3 years ago by Flair88

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Q: QuestionThinking of purchasing this for my parents. Do they need wi-fi for this?

Asked 5 years ago by Joanna.

• A:Answer Yes they will. I just purchased one for my Mom for Mother's Day. My sister and I have the ability to load pictures on it from the different towns we live in. The app will send the pictures from your phone to the frame. So therefore the frame has to be in a place of wifi to receive any pictures.

  Answered 5 years ago by upstategirlVerified Purchase

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Q: QuestionDoes the frame play a constant slideshow of photos loaded on it, or does it stay on one photo until you manually change the photo on display?

Asked 4 years ago by HolidayShopper.

• A:Answer Yes! There are a number of interval options available for a timed slideshow in the Aura App. Photos can change as quickly as 15 seconds if you prefer! Hope that helps.

  Answered 4 years ago by Aura Frames Team

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Q: QuestionConsidering purchasing for my 90 year old mother. She has WiFi but does not own a smart device, We would be sending photos from our phones, does she need anything besides WiFi?

Asked 4 years ago by Jjbenedi.

• A:Answer She will need Wifi to connect the frame & an electrical outlet to plug it into. You & other family members that want to send photos would need to download the Aura Frames App onto your devices to upload the photos to the frame via the App. Someone will also need to set the frame up with an Aura account email & password and act as “administrator”/owner to set the frame up for her at first. I did this with my mother & she loves it!

  Answered 4 years ago by PamelaWVerified Purchase

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Q: QuestionIs there a place to write the names of who is in the picture? Does it show up on the screen? My mom has dementia and it helps when we can spell things out for her. Thank you!

Asked 4 years ago by Jojo.

• A:Answer Currently this feature isn't available although it's something we hope to add in the Aura App in the near future! Please make sure you always have the most recent version of the app downloaded to your device and that you are subscribed to Aura's email updates. We will definitely let you know when this feature is available.

  Answered 4 years ago by Aura Frames Team

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Q: QuestionDoes aurora Mason picture frame, play photos and videos? How long are the videos. Is there a phone number For the makers of the picture frames so I can contact them.?

Asked 5 years ago by Anonymous.

• A:Answer Aura is designed to be a quiet, ambient display and does not play videos or have audio output. However, Aura can play Live Photos captured with an iOS device. A Live Photo records what happens 1.5 seconds before and after you take a picture; this short 3 second video will appear on the frame when selected in the Aura app. Hope this helps!

  Answered 4 years ago by AuraFramesTeam

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Q: QuestionThere is no information on the website about power input (!!) - does this accept dual voltage (110/220), is it a US-only 110 volt device?

Asked 4 years ago by expat.

• A:Answer Power adapter support both 110V and 240V

  Answered 4 years ago by bacondreamer

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Q: QuestionHow much data does the frame use monthly? I have this set up for my grandmother on a limited data plan, but the frame seems to be using a significant volume and going over plan. Is this typical? What should we expect?

Asked 4 years ago by keys.

• A:Answer On average, a frame will use approximately 50MB download data per day (this is a generous average, taking into account approximately 20 photos which are 2MB each + overhead). Occasionally we send out system updates, which can consume an additional 50-350MB, so in total the usage could total a few GB a month. Hope this helps!

  Answered 4 years ago by Aura Frames Team

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Q: QuestionWhich country is this product made in?

Asked 4 years ago by Khan.

• A:Answer Aura frames are designed in New York and manufactured in China.

  Answered 4 years ago by Aura Frames Team

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Q: QuestionWhat is the difference between the Aura Mason and the Carver Luxe? I see they are slightly different sizes, Carver only has landscape and has 1920 resloution vs 1600.

Asked 3 years ago by T.

• A:Answer Aura's Mason frame can be positioned in either landscape or portrait orientation. Simply turn the frame and the photos will adjust. Mason has a 9" display with 1600x1200 resolution. Aura's Carver frame is landscape-optimized and can only be used in landscape orientation. Thanks to its extra-wide display, this model offer an optional feature called “Photo Match”. Aura proprietary AI software groups two related portrait photos side-by-side to fill the display while creating unexpected moments of surprise and delight. Carver has a 10.1" display with 1280x800 resolution.

  Answered 2 years ago by Aura Frames Team

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Q: QuestionCan you set this up for the first time remotely? Can I ship this directly to my parents in another state and then connect to it via the app or do I need to set it up in-person first?

Asked 4 years ago by Dogmom.

• A:Answer It's not possible to set the WiFi for a frame unless you have the frame in your possession. Instead, we suggest setting the frame up a 'gift' which allows you to add your parents WiFi network to the frame ahead of time. Upon receiving the frame all they'll need to do is plug it in! If you need more assistance please contact Aura's customer support team directly. Thanks!

  Answered 4 years ago by Aura Frames Team

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Q: QuestionIf I have photos on my PC, is there a way to get them on the Aura Mason Digitral Photo Frame?

Asked 4 years ago by Paul.

This question was asked about the related product: Aura - Mason 9" LCD Wi-Fi Digital Photo Frame - White Quartz

• A:Answer Yes- use the Web Uploader on the Aura site. It is also very easy to use the Aura app, connect phone to pc and quickly upload from there. Good Luck

  Answered 4 years ago by GJS1Verified Purchase

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Q: QuestionThinking about getting this picture frame for my kids grandparents. Will all of the photos from my iPhone show up on the frame or will I select the photos that show up on the frame?

Asked 4 years ago by Winnie305.

• A:Answer You can select which photos pop up on the frame. Not everything has to go on there

  Answered 4 years ago by RV40Verified Purchase

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Q: QuestionI don't use iCloud or Google Photos, will the frame work with just the app? I read that the frame integrates with those two cloud services, if they're required, I'll look elsewhere.

Asked 4 years ago by DanielH.

• A:Answer I believe the cloud services are provided by Aura, so you can upload photos from your phone or computer to their service.

  Answered 3 years ago by Mich

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Q: QuestionIs there a shuffle function on this, so that you're not locked into the same sequence each time through your library?

Asked 4 years ago by BobL.

• A:Answer Currently, it is is not possible to change the order of the slideshow or to create separate slide shows for individual albums. Hope this helps!

  Answered 4 years ago by Aura Frames Team

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Q: QuestionHow much memory is needed on iPhone to download the Aura-Mason 9" LCD photo frame app?

Asked 4 years ago by Lin.

• A:Answer The memory required to download the app depends on the number of photos you have on your device. For reference, my iPhone has 14,000 photos and the Aura App uses 70mg of memory. Hope that helps!

  Answered 4 years ago by Aura Frames Team

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Q: QuestionIs the screen on all the time or is it possible to set a sort of auto-sleep feature? I'm curious if this is distracting when used in a bedroom at night.

Asked 4 years ago by MMF.

• A:Answer Aura's display will adjust to suit the brightness in the room. Aura will also automatically turn off when the light goes out in the evening. If you prefer you can set a timer in the Aura App designating an exact time for your frame to turn on and off each day. Hope this helps!

  Answered 4 years ago by Aura Frames Team

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Q: QuestionDo all the pictures show or can you choose an album from the picture frame to view?

Asked 11 months ago by Anonymous.

Q: QuestionIf I change my Wi fi to a wifi with a different SSID, do I have to send out new invites?

Asked 1 year ago by Dennis.

Q: QuestionWill pictures load when it is in sleep mode

Asked 1 year ago by Anonymous.

This question was asked about the related product: Aura - Mason 9" LCD Wi-Fi Digital Photo Frame - White Quartz

• A:Answer As far as I know the photos load automatically when they are uploaded. Ours “just works” and we love it. The display might be off … like in the power saving mode, when it’s dark but I’m almost certain the WiFi and storage are still on and working normally.

  Answered 1 year ago by JeffR

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