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FAQs
WHAT HAPPENS IF I MOVE?
Before you move your CEIVA frame to a new area code or phone number, you should update your phone
information in your online CEIVA account under the Frame Settings option or call CEIVA Customer Care
at 1-877-MYCEIVA (1-877-692-3482).
Once you enter your new phone number into your Frame Settings (remember to click on Apply before
leaving the Frame Settings area), simultaneously press and hold the black and white buttons on the back
of your CEIVA frame. Once the screen is dark, release the buttons and allow the CEIVA frame to dial into
the CEIVA Network to update the account information. Once you have completed this, do not allow the
CEIVA frame to dial in again until it is plugged in at your new location, or you could incur long distance
phone charges.
If your CEIVA frame is connecting to your broadband or wireless home network, make sure your settings
are still accurate. Refer to http://ceivabroadband.ceiva.com or http://ceivawireless.ceiva.com for more
information regarding changing your settings.
WHAT IS VACATION MODE?
The Vacation Mode feature stops your CEIVA frame from connecting to the CEIVA Network while you are
traveling, but it does not stop your PicturePlan service or alter your billing cycle.Vacation Mode also keeps
your Frame's screen OFF. Please refer to page 22 to learn how to enable this feature.
WHAT IF I DON’T HAVE A LOCAL NUMBER AVAILABLE IN MY AREA?
CEIVA offers thousands of local access numbers available throughout the Continental United States, Hawaii
and Alaska. If a local number is not available in your area, CEIVA also offers a toll-free PicturePlan.
ARE CEIVA FRAMES BUNDLED WITH LOCAL OR TOLL-FREE
PICTUREPLAN SERVICE?
CEIVA frames bundled with service provide local PicturePlan service. If a local number is not available in
your area, CEIVA will provide you with one month of toll-free PicturePlan service for every two months of
local PicturePlan service you have. CEIVA is adding local numbers every month. Should a local number
become available in your area, CEIVA will provide you with two months of local PicturePlan service for
every one month of toll-free PicturePlan service remaining in your account.