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Help! I can't find this frame in my software!

Tom Doyle
by Tom Doyle on April 20, 2021 at 7:00 AM

Are you loading Frames Data into a third party software, but finding that there are frames missing?  Let's troubleshoot!



Many of the Frames Data tech support requests that we receive have to do with frames that appear to be missing from software integrations.  However, many of these requests turn out to be frames that actually are already in Frames Data!

To help you avoid time on the phone with technical support, we've prepared the steps below that will help you identify if a frame is in Frames Data or not, and what the appropriate next steps might be. 

Don't get me wrong, we love to hear from customers!  We just think we might be able to save you some time and help you identify the cause of missing frames, faster!  


If you are finding that your system is missing frames, here's the plan of attack our technical support team suggests:


1. Check

First, let's determine if the frame in question is or is not already in Frames Data.  Your first stop should be to check online at


 Rule of Thumb #1:

Always check first.



We update the site every day, so new frames are constantly being added. It's the most reliable way to determine what you should expect to see in your software.

To begin, log in and navigate to FrameSearch.

Here's a video guide to help you get started if you have not used our website before.


 Rule of Thumb #2:

With few exceptions, if a frame is active on,
you should be able to find it in your software.


If you don't initially find the frame in question, remember to try alternative spellings.  Occasionally frame companies will be inconsistent in their naming conventions.  So for instance, if you are looking for a frame called "Sarah123", try looking for "Sarah-123" or "Sarah 123" or even just "Sarah" which should return all results with the word "Sarah" in the name.

If you are looking for a brand, but aren't sure of it's spelling, consider using the Directory feature.  Enter the manufacturer's name, and you'll be taken to a page that shows all brands and collections that are listed in Frames Data under that frame company's name.


2. Requesting missing frames

If you have checked the website and know for sure that the frame is not in Frames Data, report it!

We've created a simple process to request that a missing frame be added.  We'll take your request and ask the appropriate frame company to supply us with the correct information, and we'll even let you know when they respond.

Here are instructions for how to report missing or inaccurate frames, using our online form.


3. This frame is already in Frames Data. Why isn't it in my software?

Long story short, if the frame is active in Frames Data but not in your software, it's either very new, or there is a software issue.

New Frames

If you've determined that a frame is indeed already active in Frames Data, but is not appearing in your software, it is possible that it's simply too new to have been imported to your software yet. 

Depending on which Frames Data product you are using, it may be an issue of timing.  For instance, If you are using SPEX UPC, which is only delivered once per month, a very new frame may not have been added in time for the current issue, but will be on the next.  

On Frames Data Online, a recently added frame will be labeled as "NEW" for several weeks after it is first added. You can see the label on the Betsey Johnson frames in this example image:


If there is not a NEW label,  you can rule out recency as a reason for it's absence in your system. 


Software problems

In probably 99% of these cases, if a frame is:

  • missing from your software 
  • active in Frames Data already
  • but not a very recent addition

there is either a software issue or there are steps being skipped in the loading process.

Keep in mind, Frames Data works with nearly 40 different software packages.  We try to maintain instructions for as many as we can, but it's not possible for us to be experts on how they all work.  If you do need help, please check our support page first.


 Rule of Thumb #3:

Your software vendor is the expert on their integration with Frames Data.


If you are still having problems or can't find what you need on that page, email our technical support team at We are fairly knowledgeable about the most common software packages, and if we can help, we will!

If you don't see a page for your software, we probably don't have enough documentation from your software vendor and you'll need to contact them for help.

When you do, consider requesting the documentation for us!  Sometimes software vendors are more responsive to end users than to industry partners — and we'd really appreciate the help!


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Tom Doyle
Written by Tom Doyle
Tom Doyle is Frames Data’s Director of Marketing & Key Accounts, and has been working as a marketer within the optical industry for over 10 years. In that time he’s worked with many software companies on new integrations, and has developed an understanding of what works and what doesn’t. Tom is also keenly interested in productivity methodology, the color orange used in marketing, and karaoke. He is also a die-hard cat person.
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