Support

Something not working, or a question about Santa? Email us at our support address and a real grown-up will reply, usually within a day.

It helps to tell us your iPhone or iPad model, roughly when the call happened, and what you saw. Please don't send us your child's surname, address or photos.

Calls

Santa can't hear my child. Check that Hey Santa is allowed to use the microphone: open Settings › Hey Santa and turn on Microphone. A quiet room helps a lot: Santa listens for one voice at a time, so TV, music and siblings talking over each other can confuse him. Children should speak in words; Santa can't make out animal noises or singing.

Santa can't see my child. In Settings › Hey Santa, turn on Camera. Good light on your child's face, rather than behind them, helps Santa notice things.

The call dropped or didn't start. Calls need a steady internet connection. Try Wi-Fi, or move closer to the router, then call again. If a call fails because of a problem on our side, the minutes aren't used.

Santa said something odd. Santa is an AI character and can sometimes mishear or misunderstand. He's built never to scold, frighten or promise presents. If something he said worried you, email us with the time of the call and we'll look into it.

Minutes and payments

How do minutes work? Minutes are shared by the whole family and are used while a call is connected. You can start with a 5-minute first call, buy a Christmas Pack, or top up at any time in the app.

Refunds. All payments go through Apple, so Apple handles refunds. Request one at reportaproblem.apple.com. If you think you were charged by mistake, email us too.

I bought minutes but they didn't appear. Close and reopen the app while connected to the internet; purchases are checked again when the app opens. If they're still missing, email us with the date of the purchase.

Recordings, letters and notes

Where are the recordings? Every call is saved, free, on your child's page in the app. They're stored on your device and only you can watch, share or delete them.

When does Santa's letter arrive? A few minutes after the call. With a Christmas Pack, a new Morning Note from the North Pole arrives each day until Christmas.

Privacy and deleting data

Santa only needs your child's first name and age. To see what Santa remembers, open your child's page. To delete one child's data, remove them in the Family tab. To delete everything, use "Forget everything". Read the full Privacy Policy.

Devices

Hey Santa runs on iPhone and iPad and needs a camera, a microphone and an internet connection.

Contact

Good Instincts Technologies, DIFC, Dubai, United Arab Emirates. Email: our support address.