Help & Support
Answers to the questions families ask most — and a real person at the end of an email.
Can't find it here? Email hello@santaclause.me and we answer within one business day, faster in December.
Getting started
A grown-up creates the account, then adds a profile for each child with the things Santa should know — age, wishes, pets, a proud moment from the year. Each child gets an Elf Door code you can hand them; they use that code to reach their own North Pole, and they never need an email address or a password of their own.
Everything except Santa calls and Magic Studio is free: letters to Santa and his replies, the wish list, the Christmas Eve tracker, the elf journal, and the games.
Santa calls
Starting one. From the parent dashboard, tap Call Santa, choose the child, then choose a video call or a phone call, then Call now or Schedule a call. Video calls put Santa live on the screen; phone calls are his voice only. Both use everything you have told Santa about that child.
Scheduling one. Pick a day and one of the open times, then choose whose phone rings — yours or your child's. Santa calls sometime within the ten minutes after the time you picked, so the ring is a surprise. The ring arrives through the phone app, so install it on the phone that should ring.
If Santa cannot pick up. Live calls run on a limited number of lines. If they are all busy you will see your place in a waiting line with an estimated wait, and you can schedule a call back instead. If a call fails for a reason on our side, your call credit goes back automatically — you do not need to ask.
If Santa cannot hear you. The call needs microphone permission, and camera permission if you want Santa to see your child. On a phone, allow both when asked. If you said no earlier, the call screen shows a button to ask again, and your phone's own settings for the app have a switch for each.
The phone app
The app is how Santa rings a phone, and it is the best way to use the tracker on Christmas Eve. Notifications carry the incoming call, a reminder before a scheduled call, a nudge when a child sends Santa a letter, and the moment the sleigh takes off. You can turn any of them off in Settings → Notifications.
Purchases and refunds
Santa calls, keepsake videos, Magic Studio creations and passes are one-time purchases handled by Stripe. Prices are shown before you pay, and a call credit is spent when a call actually starts. In the app, checkout opens in your phone's browser on santaclause.me so you can use Apple Pay or Google Pay.
A failed call refunds itself. For anything else, email hello@santaclause.me and we decide case by case, leaning toward keeping families happy.
Your data, and deleting your account
Go to Settings → Data & privacy. There you can see everything we hold about each child, download all of your family's data, delete a single recording, delete one child's profile, or delete the whole family account — which removes every child, every recording and photo, and your login.
To delete your account from this page, sign in and open Settings → Data & privacy. If you cannot get in, email privacy@santaclause.me from the address on the account and we will do it for you.
Recordings you do not keep are deleted after 90 days. The full detail, including which companies help run a Santa call, is in the Privacy Notice.
Is Santa real?
Santa in MyChristmas is generated by artificial intelligence, and he stays in character for children. He follows strict child-safety rules, never asks a child for personal information, and never promises a particular present. Nothing he says is advice or a statement of fact. The Terms of Service spell this out.
Contact
General help: hello@santaclause.me
Privacy and data requests: privacy@santaclause.me