Welcome to Aura Customer Care
At Aura, we treat customers like our own loved ones..
Any questions that come up with a customer we make sure to address the solution in a respectful and timely manner, like we would do with family. We genuinely love our frames, and we know you will too!
Our Customer Care team is ready to assist you with absolutely anything related to your Aura frame, from setup and sharing to gifting and more. If our intelligent chat bot cannot answer your question, you can simply submit a help ticket through our online Help Center.
Here To Make Your Experience Picture Perfect
Our goal is for every single customer to love their Aura frame. Should you ever have a question or a problem with your product, our Customer Care team is here to help!
Get to know our global Customer Care Specialists from all over the world:
Aura digital picture frame online support
Our Customer Care team is always here to help you out, but we also know that life happens fast and you may not want to wait around for a response. That’s why we created a detailed online Help Center and an integrated chatbot to help you answer any questions you have, 24 hours a day, 7 days a week.
Find answers, fast
If you want to find a solution on your own, make sure to visit our 24/7 online Help Center for FAQs and help videos for common problems. And check back regularly, because we’re always updating the Help Center based on the questions that our Customer Care team receives from our customers. Whenever we update our app or products, you’ll see those changes in the Help Center, as well.
Need more help? Submit a ticket.
Can’t find an answer to your query in our Help Center? No problem. Simply submit a support request through our online portal. One of our Customer Care Specialists will get back to you as soon as possible, usually in less than 24 business hours.
Remember: The more detail you include, the easier it will be for us to understand and address your query. Your account email (used to log into your app), frame serial number (found in the app’s frame settings) and screenshots and videos are particularly helpful information.
Aura Customer Care FAQs
How do I get in touch with Customer Care?
If you’re looking for a phone number to get in contact with our Customer Care team, you won’t find one. We handle all customer queries through email.
We do this because we’ve found it’s much more efficient to resolve our customers’ problems through email. We can respond to your question or concern with videos, step-by-step instructions, or helpful screenshots.
Communicating via email also lets us keep detailed records in one place, making it easier for both parties to refer to previous conversations. This streamlines the help process, making it quick and simple for all parties!
But of course, if you have a complicated question that requires a phone conversation, our Customer Care team will schedule a prearranged time to contact you via phone.
How long will it take for you to get back to me?
Most of our customers hear back from a team member in less than 24 business hours. But if you’ve been waiting a little longer, don’t worry. We’ll get in contact with you soon.
We use a task management system to ensure all customer queries are logged and responded to in a timely manner.
This system also monitors our response times, customer satisfaction scores, and a variety of other metrics to make sure you have the best experience possible with Aura digital picture frames!
What do I do if I haven’t heard back from you?
If you have submitted a request but never received a response, we recommend that you:
Check your folders: Look in your spam/junk folder for a response from us. Many spam filters reject messages from accounts that you haven’t emailed before. Tip: Add firstname.lastname@example.org to your email contacts.
Check your spelling: Everyone makes mistakes! Double-check that the email address that you provided didn’t contain any misspellings or other errors.
Check your address: Ensure that you check the correct inbox. You may have sent the request from a different email address.
Check your threads: If you’ve heard from us once but haven’t gotten a second response, check the email threads. Especially if you use Gmail, email response can get hidden in existing email threads.
Customer care is our top priority at Aura. We do everything we can to ensure that your help request is resolved as quickly as possible. If you still haven’t received a response from us after 4 days, please submit a new request via the web form in our online help center.