If a frame is offline, or if an incorrect or expired friend code is entered on the smartphone app, you will get the following message:

"Oops... Could not connect to the frame with this code at the moment. Please make sure the frame is online, that the code has not expired, and try again. Contact the owner of the frame to get a new code".

Troubleshooting steps:

Make Sure That the Frame Is Online

Please double-check with the owner of the frame that the frame is in fact online and connected to the Frameo servers. Here's a guide on how to check this: Is My Frame Online?

Generate a New Code on the Frame

A friend code is only valid for 12 hours after it has been generated. In case the code has expired, simply generate a new code on the frame.

Here's a guide on how to generate a new code and how to enter it on the smartphone: How to Add Friends

Double Check With the Owner That the Code Is 100% Correct

In case the owner of the frame has accidentally mistyped a digit in the code, you should double check with the owner that the code is in fact 100% correct.

You can have the owner send a photo of the code to ensure that code you enter on your smartphone is identical to the code showing on the frame.

Disable local VPN on phone

In case there is a local VPN enabled on the phone trying to pair with a frame, try to disable this and enter the friend code again. 

If you have any questions, encounter any problems, or discover a bug, please do not hesitate to get in touch with us! You can submit a ticket here, and we'll get back to you as soon as possible.