Frequently Asked Questions
Choosing a gift
Which should I choose, MemoryPearl or Strand 10?
Choose MemoryPearl for one cherished set of memories that you pick and load yourself. It plays photos and videos with sound inside a crystal sphere, with no app or Wi-Fi. Choose Strand 10 for a living album that the whole family keeps adding to from their phones. Our Gift Guide compares them side by side.
Do I need a subscription?
No. MemoryPearl has no app or account at all. Strand 10 uses the free Frameo app. Frameo+ is an optional paid subscription with extras such as 2-minute video clips and cloud backup, but you don't need it.
Can I load photos before I give it?
Yes. For MemoryPearl, load your photos and videos from your computer before you wrap it. For Strand 10, you can set it up and send the first photos yourself. If the frame moves to a different home, it only needs to join the new Wi-Fi network; the photos stay on it.
Can grandparents use Strand 10 without a smartphone?
Yes. The frame needs a 2.4 GHz Wi-Fi connection, but the person who owns it doesn't need a phone. Family members send photos from their own phones with the Frameo app.
Can family in other countries send photos to Strand 10?
Yes. Anyone with the Frameo app and a connection code can send photos and videos from anywhere in the world.
MemoryPearl
Does MemoryPearl need Wi-Fi, an app or a phone?
No. You load it from a Windows or Mac computer with the included USB-C cable. After that, it plays on its own.
Is a memory card included with MemoryPearl 2.0?
No. MemoryPearl 2.0 uses a MicroSD card, which is sold separately. The original MemoryPearl has built-in memory and doesn't use a card.
Does it play sound?
Yes. MemoryPearl plays your videos with sound, and you can adjust the volume with the plus and minus buttons.
Does it need to stay plugged in?
No. MemoryPearl runs on its rechargeable battery or while plugged in, so you can display it, hang it on the tree or pass it around.
A video won't play. What do I do?
Follow our video conversion guide. Converting a video to MP4 at 480 × 480 fixes most playback problems.
Strand 10
What Wi-Fi does Strand 10 need?
A 2.4 GHz network. It doesn't connect to 5 GHz networks. See Strand 10 troubleshooting if it won't connect.
How many photos does it hold?
Strand 10 has 16GB of built-in storage, enough for thousands of photos and videos. You can also play or import photos from a memory card.
How long can videos be?
Up to 15 seconds per clip with the free Frameo app, or up to 2 minutes with Frameo+.
Can it hang on the wall?
Yes. Use the keyhole on the back, or use the detachable stand in landscape or portrait.
Orders and returns
Where's my order?
Sign in to your account to see your orders. If you checked out as a guest or need help, contact us with your order number.
What's your return policy?
Every order is backed by our 90-Day Satisfaction Guarantee. To start a return, contact us first for a Return Merchandise Authorization (RMA) number; returns without one can't be accepted. Items must be returned within 90 days of delivery, unused and in their original packaging. Return shipping is paid by the customer, and refunds go back to your original payment method, usually within 7 to 10 business days of approval. Read the full Returns Policy.
My order arrived damaged
We're sorry. Contact us within 7 days of delivery with photos of the damaged item and its packaging, and we'll arrange a replacement as quickly as possible.
How do I contact you?
Email hello@mymemorypearl.com or call (330) 249-7942, Monday to Friday, 9 am to 5 pm. We aim to reply within 24 hours on working days.