FAQ
Frequently asked questions about how to get started, compatibility, display & licensing.
Click the question to expand and see the answer.
Getting Started
What is digital art for Samsung The Frame, and how does it work?
It’s a high-resolution image file designed to look like framed art when your TV is in Art Mode. You buy the file, load it to The Frame, and display it like a gallery piece.
- Files are sized for 16:9 screens (The Frame 4K).
- You add them to “My Photos” in the SmartThings app or via USB.
- Choose a mat/border in Art Mode, or none.
For color/brightness tips, see “Why might colors look different on my TV versus my phone or laptop?”.
What do I need to use these files on The Frame?
Just your Samsung The Frame TV and a way to transfer the files.
- SmartThings app (iOS/Android) signed into the same Samsung account as your TV.
- Or a FAT32/ExFAT USB drive to plug into the TV.
- Stable Wi-Fi helps SmartThings sync faster.
If SmartThings won’t see your TV, power-cycle the TV and phone, then retry.
How do I download my files and load them onto The Frame (SmartThings or USB)?
After checkout you’ll get an email with secure links; save the files, then send them to your TV.
SmartThings
SmartThings → The Frame → Art Mode → Add Photos → select image → Set on TV.
USB
Copy files to USB → plug in → Art mode → My Photos → USB → select image → Set.
In Art Mode, adjust mat/border and brightness to taste.
If you don't find the email, check spam/promotions or see the support question below.
Compatibility
Which TVs or devices are compatible besides Samsung The Frame?
Any 16:9 (horizontal/landscape) display that can show images will work; The Frame simply offers the best art features.
- Many Smart TVs accept JPG/PNG images via USB or a photos app.
- Streaming devices (Apple TV, Chromecast, Fire TV) can display images as screensavers or slideshow apps.
- For best results, use 3840×2160 (4K) resolution on a 16:9 screen.
Non-Samsung TVs won’t have The Frame’s mat options; display will still be clean and sharp.
Will 4K files work on older or non-4K screens?
Yes. 4K images downscale well and can essentially be used on any screen.
- Your TV or display will usually resize the file to its native resolution.
- Keep the TV’s display mode on “Fit to screen/Original” to avoid cropping.
- If your screen isn’t 16:9, cropping may occur, or a slight letterbox (black borders) may appear.
If an older device loads slowly, contact us for a lighter export and we’ll provide it without any additional cost.
Files, display & customization
What file formats and resolutions are included with each purchase?
You’ll receive a single high-quality image sized for The Frame and modern 4K displays.
- JPG (sRGB), 3840×2160 (4K, 16:9).
- Optimized for Art Mode (clean detail, no heavy sharpening).
Need a different ratio or a lighter file? We can export a custom version on request.
How do I prevent cropping/zooming and use mats/borders correctly?
Use the correct aspect ratio and turn off any “fill” or “auto-crop” behavior.
- On The Frame: Art Mode → Options → set No Mat (or pick a mat) and Fit to Screen/Original.
- Avoid “Fill/Zoom” modes; they crop.
- Use our perfectly sized artwork to match the panel exactly.
If a mat trims the image, switch to No Mat or a thinner mat style.
Do you offer custom sizing, crops, or subtle color adjustments?
Yes. Simple requests are usually possible.
- Tell us your TV model or Display size and aspect ratio (e.g., 21:9 ultrawide, 16:10) or exact pixel values.
- For crops, specify what must stay visible in the image.
- For color tweaks, describe the target such as warmer/cooler, less contrast, etc.
- We may update the original artwork if changes are overall better.
Extensive and more time consuming edits may require an additional fee; we’ll confirm before work.
Why might colors look different on my TV versus my phone or laptop?
Screens are calibrated differently and rooms have different lighting.
- Set your TV to a neutral picture mode in Art Mode; reduce contrast/sharpness.
- Lower brightness in dim rooms; raise slightly in bright rooms.
- Ensure any “vivid/dynamic” modes are off for artwork.
Phones often show punchier colors by default; TVs aim for room-viewing comfort.
Licensing, orders & support
Can I display or print the files for personal use or display them in a business/Airbnb?
Yes. Public display is allowed—even in commercial spaces—and you may make display prints. What’s not allowed is making money from the artwork itself or producing it in bulk.
- Allowed: on-screen display in homes or businesses; single-location display prints (e.g., framed print on a café wall); use as décor in offices, retail, salons, hotels, Airbnbs, etc., as long as the artwork itself isn’t the product.
- Not allowed: selling prints or digital files; mass printing or distributing copies (paid or free) to customers/guests; adding the art to merchandise, posters, downloads, NFTs, stock packs; charging admission specifically to view the art.
- License notes: non-exclusive, non-transferable, one purchaser; no redistribution of the digital files.
Rule of thumb: if the art is decor, you’re good; if the art is the product, it’s not allowed.
What’s your policy on refunds, exchanges, or duplicate purchases for digital downloads?
Digital downloads are non-refundable. That being said, if you are not satisfied with your purchase, let us know and we'll do our best to make it right.
- If you bought the same item twice by mistake, reach out with your order number.
- If a file is corrupted or there’s a technical issue, we’ll replace the file.
- Please review compatibility questions before purchasing.
EU consumer rights for digital content apply; we follow those rules.
I didn’t receive the email or my link expired. How can I access my files?
Don't worry. We’ll get you back in quickly.
First, check spam/promotions. If it’s not there, message us with your order number and we’ll resend a fresh download link.
- You can also log in to your store account using the one-time code sent to your email or Sign in with Google. If you use the same email you checked out with, you should see your order history.
- Downloads links are delivered via the order email. Your account may show the order but not the file link itself.
- Used a different email at checkout? Tell us the correct one and we’ll reissue your link.