Meet Aura's Customer Care team - here to help you get the most out of your frame!

By  Aura | October 16, 2020

Welcome to Aura Customer Care 

Support Starts Here

At Aura, we genuinely love our product. And know you will too! 

Whether you want to know more about a product feature before you buy or you have a question about your digital photo frame once it’s home, our Customer Care team is here to help. 

Our Customer Care team is ready to assist you with absolutely anything related to your Aura digital picture frame, from set-up to replacement. All you need to do is submit a help ticket through our online Help Center. 

We’re proud of the fact that we resolve over 50% of customer queries with only one response.

Meet Our Customer Care Team

Here To Make Your Experience Picture Perfect

Our goal is for every single customer to love their Aura digital picture frame. So when you have a question or a problem with your product, our Customer Care team is here to make it right. 

Get to know our bi-coastal Customer Care Specialists:

Lisa 

Head of Customer Experience and in charge of continuously improving the experiences that we offer to our customers.  

Katherine 

Customer Experience Lead, coordinating our team of Customer Care Specialists and working closely with our product teams.

Mark 

Customer Care Specialist , passionate about helping our customers and currently enjoying the new adventure of being a dad. You can admire his tutorial videos in our Help Center! 

Annie 

Customer Care Specialist, handling incoming customer support requests with a big smile. Annie also works closely with our fulfillment team to ensure your orders deliver on time!

Raymond 

Customer Care Specialist, loves to put himself into the customer’s shoes to offer those personalized support experiences. 

Dorian

Program Manager, looking after our Online Help Center, and the Customer Experience tools and processes. He’s based in the UK and the go-to person for international assistance.

Aura Digital Photo 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 powerful Online Help Center 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, often 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 easier 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 time to chat on the phone with you.

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. Thanks to this software, it’s unusual for us to lose or not respond to a request. 

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 photo 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.

  • 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 digital photo frames. 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