FAQ's

After you place your order, our team fulfills it the same day and sends it out for shipping. Once it’s shipped, you’ll receive an email with a tracking number. Click it to track the shipment’s progress. 

We offer a 45-day return policy. Our customer service team will provide you with a return address where you can ship the product.

Memory Frame has a 1-year warranty. If the product has any defects or becomes damaged within the year, you’ll receive a free replacement.

Orders usually arrive within 2-4 business days,depending on your location. 

Yes, we ship to PO boxes.

We can ship to most countries, worldwide. 

If you’d like to ship to multiple addresses, please contact our customer support team before placing your order. We can arrange it for you. 

Yes, you will need a Wi-Fi connection to share photos and videos on Memory Frame. It requires a 2.4 GHz Wi-Fi network, the one most homes use. If the internet goes down, you’ll still be able to display your downloads. 

Memory Frame displays both photos and videos. From beautiful still lifes of your family vacation to live-action footage of your child’s first soccer goal, you can share everything with the people you love.

You can add as many family members as you like—there’s no limit! Our service is designed to be flexible, so your whole family can stay connected without restrictions.

There are never any subscription fees to use Memory Frame. We believe our customers should be free to add as many memories as they want, without paying extra charges. So we’ve ensured that the frame has plenty of storage: up to 16,000 photos or 7 hours of video. Snap and share away! 

Whether you live across the country or on the other side of the globe, you can add photos/videos to Memory Frame. All it takes is the Frameo App and an internet connection. 

Memory Frame was designed with non-tech users in mind. Yes, that includes your grandpa and your great Aunt Beth. Setup happens in 3 simple steps. After that, all you loved one has to do is sit back and enjoy your photos!

Super easy! Memory Frame sets up in 3 steps:

Plug it in and connect to Wi-Fi Just turn on your memory frame, choose your Wi-Fi, select your network, enter the password and you’re golden. Simple. 

Pair your phone Download the Frameo app on your iPhone or Android. On the frame, tap Friend Code to share. Enter the code on the app or share it so others can send photos and videos. 

Start sharing your moments! Time for the fun part—open the app, select your photos or videos, add captions, and hit send. You can send multiple at once and they’ll appear in the frame shortly after.  

To let a loved one add photos to your frame, just tap the Friend Code icon on the upper right corner of the screen. It generates a unique sharing code they can enter into the Frameo app for easy sharing. 

Using the app is easy, too. Once you download and install it, it displays your phone’s photo gallery. To send images to a Memory Frame, check the Select Box, at the top right. Blank boxes will appear at the top of each photo. Select the ones you want to send. 

Don’t worry, this is usually an easy fix! If your Wi-Fi network isn’t showing up on your frame, here are a few quick steps to help you get connected again.

1. Check if your frame detects any networks
Try scanning for other networks, like your phone’s hotspot or a neighbor’s Wi-Fi.

• If you see other networks, your frame’s Wi-Fi is working—skip to the next step.
• If nothing shows up at all, your frame might have a faulty network chip. In that case, reach out to our customer service team for a replacement. 

2. Make sure your Wi-Fi runs on 2.4 GHz
Most frames only connect to 2.4 GHz networks. If your router is set to 5 GHz, your frame won’t be able to find it.
You can easily check this in your router settings or ask your internet provider (or your tech-savvy friend!) to help enable a 2.4 GHz connection.

3. Check your Wi-Fi security type
Frames connect best to networks using WPA2 encryption. If your network uses WPA3, the frame may not detect it.
You can switch to WPA2 or WPA2/WPA3 mixed mode in your router settings — or contact your ISP for help.

To see what your Wi-Fi uses:

• Windows: Settings → Network & Internet → Your Wi-Fi → Properties → Security type
  
• Mac: Hold Option (Alt) and click the Wi-Fi icon in the top menu → Look under Security
  

4. Check your Wi-Fi channel
Make sure your 2.4 GHz band is set to channels 1–11.
Channels 12–14 aren’t supported in many regions and could prevent your frame from finding your Wi-Fi.

If your frame can’t detect your Wi-Fi, don’t worry — a few quick adjustments can often fix it. Follow the steps below to get your frame back online and so you can start sharing memories again.

1. Check for visible Wi-Fi networks
If no Wi-Fi networks show up at all (not even your neighbor’s or your phone’s hotspot), your frame may have a faulty network chip.
In that case, please reach out to our customer service team for a replacement.

2. If your frame is brand new
Some newer frames running Android 10 or higher may need a quick update before they can connect to certain networks, especially those using WPA2/WPA3 encryption.
Here’s a quick workaround:

• Connect your frame to a mobile hotspot.
  
• Install any available updates.
  
• Then, try connecting again to your home Wi-Fi.
  
  

Once updated, your frame should be able to detect your home network normally.

3. Make sure your Wi-Fi runs on 2.4 GHz
Memory Frame connects to 2.4 GHz Wi-Fi networks, not 5 GHz.
If your router only broadcasts a 5 GHz signal, your frame won’t find it. You can check or enable the 2.4 GHz band in your router settings or ask your internet provider to help.

(Tip: Some routers broadcast both automatically — if you see two versions of your network name, choose the one ending in “2.4G.”)

4. Check your Wi-Fi security settings
Frames work best with WPA2 or WPA2/WPA3 mixed mode encryption. If your Wi-Fi uses WPA3 only, your frame may not detect it.
To fix this, you can switch to WPA2 mode in your router settings, or ask your ISP for assistance.

To see which encryption your Wi-Fi uses:

• On Windows: Go to Settings → Network & Internet → Your Wi-Fi → Properties → Look for Security type.
  
• On Mac: Hold Option (Alt) and click the Wi-Fi icon in the top menu → Check Security.

Still having trouble?
You’ve covered all the key steps — if your frame still doesn’t detect Wi-Fi, it could be a compatibility issue. Please contact your seller for further support or to arrange a replacement.

If your frame’s screen flickers, shows lines, or freezes after a power outage or unplugging, it could be a simple power or display issue. Try these steps before reaching out for support.

1. Reboot and unplug your frame
If possible, power off your frame through the on-screen menu.
Then unplug the power cord from both the frame and the outlet.
Wait about 5 minutes before plugging it back in.

2. Adjust screen brightness
A brightness setting that’s too high can sometimes cause flickering.
To adjust:
Go to Settings → Display → Brightness and try lowering it slightly.

3. Test with another power adapter
If you have another compatible adapter, try using it. Power issues are often linked to the adapter rather than the frame itself.

Didn’t fix the problem? If your screen is still flickering or frozen, please contact our customer service team

If your frame won’t start, stays on a black screen, or is stuck loading, follow these steps to get it back up and running.

1. Unplug the frame
Turn the frame off if you can, then unplug the power cord from both the outlet and the frame for at least 5 minutes before plugging it back in.

If the frame is frozen, unplug it directly—this won’t harm it as long as it’s left unplugged for a few minutes.

2. Try a different power outlet
Plug the frame into another outlet to rule out a power issue.

3. Try a different power cord
If you have another identical cord (for example, from a similar device), test it to see if the frame powers on.

4. Reset the frame (last resort)
There’s a small reset button on the back of your frame. Use a toothpick or paperclip to press and hold it for 5 seconds.

⚠️ This will erase your photos, settings, and friends list. If you have a backup, you can restore everything afterward.

Still not working? If none of the above helps, please contact our customer service team.

If you see error 4-9000, it usually means there’s a Wi-Fi or connection issue that’s interrupting your frame’s cloud backup. Follow these steps to get it sorted.

1. Make sure your frame is online
Your frame must be connected to Wi-Fi for backups to work.
Go to Settings → Wi-Fi and check that it says Connected.

2. Run a manual backup
Try triggering the backup manually — this often restarts the automated process.
Go to:
Settings → Backup & Restore → Cloud Backup → Backup Now

3. Reset the frame’s Wi-Fi
If the error persists:

• Go to Settings → Wi-Fi
  
• Tap the three dots in the top right corner
  
• Select Reset Wi-Fi
  
  

Your frame will restart. Once it reconnects, go back to:
Settings → Backup & Restore → Cloud Backup → Backup Now and try again.

💡 Tip: Weak Wi-Fi signals or router restarts can also cause backup interruptions. Try moving your frame closer to your router for a stronger signal.