Learn how to manage your Santa Video, from viewing and notifications to downloads.

You can view and download your completed Magic Arthur videos from your Magic Arthur Member Account under **My Magic Moments**. Use the three-dot menu next to the video and select **Download**.&#x1F5A5;&#xFE0F; On Desktop (Windows/Mac):<ol data-end="1227" data-start="1051"><li data-end="1094" data-start="1051" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Log in to your Magic Arthur <a data-end="1092" data-start="1069" href="https://www.magicarthur.com" rel="noopener noreferrer" target="_blank">Member Account</a></li><li data-end="1124" data-start="1095" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Go to **My Magic Moments**, where you&#x2019;ll see your completed videos available to view or download.</li><li data-end="1124" data-start="1095" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Click the small 3 dots on the right side of the screen</li><li data-end="1124" data-start="1095" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Click&#xA0;Download&#xA0;</li></ol><hr data-start="1229" data-end="1232"><h4 data-end="1279" data-start="1234" id="-on-iphone-ios---safari-browser">&#x1F4F1; On iPhone (iOS - Safari Browser):</h4><ol data-end="1519" data-start="1280"><li data-end="1320" data-start="1280" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Log in to your Magic Arthur <a data-end="1092" data-start="1069" href="https://www.magicarthur.com" rel="noopener noreferrer" target="_blank">Member Account</a></li><li data-end="1124" data-start="1095" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;" id="isPasted">Go to your &apos;My Magic Moments&apos; where you&apos;ll see the Video is to view/download.&#xA0;</li><li data-end="1124" data-start="1095" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;" id="isPasted">Click the small 3 dots on the right side of the screen</li><li data-end="1124" data-start="1095" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Click&#xA0;Download&#xA0;</li></ol>Note: You may need to allow Safari downloads in your phone settings.<hr data-start="1593" data-end="1596"><h4 data-end="1621" data-start="1598" id="-on-android">&#x1F4F1; On Android:</h4><ol data-end="1785" data-start="1622"><li data-end="1656" data-start="1622" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Log in to your Magic Arthur <a data-end="1092" data-start="1069" href="http://magicarthur.com" rel="noopener noreferrer" target="_blank">Member Account</a></li><li data-end="1124" data-start="1095" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;" id="isPasted">Go to your &apos;My Magic Moments&apos; where you&apos;ll see the Video is to view/download.&#xA0;</li><li data-end="1124" data-start="1095" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;" id="isPasted">Click the small 3 dots on the right side of the screen</li><li data-end="1124" data-start="1095" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Click&#xA0;Download&#xA0;</li></ol><hr data-start="1787" data-end="1790"><h3 data-end="1826" data-start="1792" id="&#xFE0F;-file-sizes-for-reference">&#x26A0;&#xFE0F; File Sizes (for reference):</h3><ul data-end="1880" data-start="1827"><li data-end="1849" data-start="1827" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Santa Videos: ~80MB</li><li data-end="1880" data-start="1850" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Christmas Eve Videos: ~40MB</li></ul><hr data-start="1882" data-end="1885">&#x1F4DD; Important: After January 6, completed video files may be moved to cloud storage. If your video is no longer immediately available, our support team can help retrieve it. Retrieval may take up to 12 hours.

How Do I View & Download/Save My Video?

Need to fix your child’s Santa video? Our elves can reset it, so you can remake the magic in your Member Account!

While we can&#x2019;t directly change a finished Santa video, don&#x2019;t worry&#x2014;we&#x2019;re here to help! &#x1F60A;If there&#x2019;s an issue with your child&#x2019;s video, please contact our <a href="https://packagefromsanta.com/pages/contact-us" target="_blank" rel="noopener noreferrer">customer service team</a> with details about the problem and which child&#x2019;s video needs attention.Once we hear from you, we&#x2019;ll assist in making things right so you can personalize a new magical videoYour child&#x2019;s personalized Santa video should be just right&#x2014;we&#x2019;re happy to help make that magic happen! &#x1F384;&#x1F3A5;

Can I make changes to my child’s video?

All completed personalized videos are stored in your Magic Arthur free account, not in your PackageFromSanta.com account.

If you&#x2019;re used to seeing your completed Santa Video in your PackageFromSanta.com Member Account, here&#x2019;s the latest update:All completed personalized videos are stored in your Magic Arthur free account, not in your PackageFromSanta.com account.To find your video:<ul data-start="412" data-end="571"><li data-start="412" data-end="481" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Log in to your <a href="https://magicarthur.com/dashboard" target="_blank" rel="noopener noreferrer">Magic Arthur account</a> using your email address.</li><li data-start="482" data-end="571" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Once logged in, you&apos;ll be taken to your Dashboard where you can also go to your&#xA0;&apos;My Magical Moments&apos; to just view or download your completed videos and all other magical moments created or not completed.</li></ul><hr>&#x1F4AC;&#xA0;Past years videos though 2024:&#xA0;We apologizies for no longer having access to past videos. When moving over to a new platform, a lot of things broke and access to past videos along with their titles, was one of them. &#x1F614;

My Santa Video isn’t showing in my account

Having trouble with your Santa video? Follow these steps to download or resolve playback issues on your device, and get back to enjoying the magic!

Having trouble downloading or playing your personalized Santa video? Don&#x2019;t worry&#x2014;we&#x2019;re here to help!<hr data-start="299" data-end="302"><h4 data-start="304" data-end="339" id="download-issues-mobile-or-pc">Download Issues (Mobile or PC)</h4><ol data-start="341" data-end="631"><li data-start="341" data-end="392" style="font-family: Arial, Helvetica, sans-serif;">Log into your Magic Arthur&#xA0;<a href="http://magicarthur.com" target="_blank" rel="noopener noreferrer">Member Account</a>.</li><li data-start="393" data-end="443" style="font-family: Arial, Helvetica, sans-serif;">Find your video under My Magical Moments.</li><li data-start="444" data-end="483" style="font-family: Arial, Helvetica, sans-serif;">Click the red Download button.</li><li data-start="484" data-end="576" style="font-family: Arial, Helvetica, sans-serif;">Right-click the link that appears and select Save link as to download the MP4 file.</li><li data-start="577" data-end="631" style="font-family: Arial, Helvetica, sans-serif;">Once downloaded, click the file to play your video.</li></ol><hr data-start="633" data-end="636"><h4 data-start="638" data-end="667" id="sound-or-playback-issues">Sound or Playback Issues</h4><ul data-start="669" data-end="830"><li data-start="669" data-end="722" style="font-family: Arial, Helvetica, sans-serif;">Make sure your device volume is up and not muted.</li><li data-start="723" data-end="764" style="font-family: Arial, Helvetica, sans-serif;">On mobile, try rebooting your device.</li><li data-start="765" data-end="830" style="font-family: Arial, Helvetica, sans-serif;">Try a different device or browser to see if the issue persists.</li></ul><hr data-start="832" data-end="835"><h4 data-start="837" data-end="876" id="personalization-or-upload-glitches">Personalization or Upload Glitches</h4>Try these quick fixes:<ul data-start="903" data-end="1275"><li data-start="903" data-end="972" style="font-family: Arial, Helvetica, sans-serif;">Refresh your browser (Ctrl + F5 on PC or Cmd + Shift + R on Mac).</li><li data-start="973" data-end="1038" style="font-family: Arial, Helvetica, sans-serif;">Check your internet and clear your browser cache and cookies.</li><li data-start="1039" data-end="1091" style="font-family: Arial, Helvetica, sans-serif;">Log out and back into your Magic Arthur account.</li><li data-start="1092" data-end="1185" style="font-family: Arial, Helvetica, sans-serif;">For photo uploads, ensure files are JPG/PNG and under 10MB. Try another device if needed.</li><li data-start="1186" data-end="1275" style="font-family: Arial, Helvetica, sans-serif;">Double-check your personalization details (name, age) under Videos in your account.</li></ul><hr data-start="1277" data-end="1280"><h4 data-start="1282" data-end="1310" id="still-having-trouble">Still Having Trouble?</h4>Please <a href="http://packagefromsanta.com/pages/contact-us" target="_blank" rel="noopener noreferrer">submit a support ticket</a> with:<ul data-start="1350" data-end="1494"><li data-start="1350" data-end="1401" style="font-family: Arial, Helvetica, sans-serif;">Your device type (e.g., iPhone XS, Windows PC).</li><li data-start="1402" data-end="1457" style="font-family: Arial, Helvetica, sans-serif;">Your browser (Chrome, Firefox, Safari, Edge, etc.).</li><li data-start="1458" data-end="1494" style="font-family: Arial, Helvetica, sans-serif;">Any error messages or screenshots.</li></ul>We&#x2019;re sorry for the hassle and appreciate your patience. Our elves are here to help keep the magic alive! &#x2728;

Troubleshooting Your Personalized Santa Video

packagefromsanta

Get help with your personalized Santa video, including troubleshooting, changes, downloading, and viewing options. Create magical memories with a customized Santa experience!

Personalized Santa Videos Help | Package From Santa®

Santa Videos: Support

Santa Videos

Find everything you need to know about your personalized Santa video, from making changes to troubleshooting video issues. Learn how to download, view, and enjoy magical videos with your child’s name and personal holiday moments included.

👍 Yes, Personalized!

What's Included in Each Santa Letter Package?

What are Stocking Stuffer Items?

Can I Order for Multiple Children in One Package?

Can I Order Multiple Packages in One Transaction?

What Methods of Payment Do You Accept?

Do you offer free shipping?

How to Place an Order?

What’s the last day to place an order?

Apply for our Influencer/Affiliate Program!

🎁 Santa Package Overview

How Does Pre-Ordering a Santa Letter Work?

How do I write my own letter from Santa?

✍️ Pre-Order & Personalization

Why can't I find the order I placed?

How do I upgrade my Santa package?

📦  Already Ordered (Personalized)

Order Help

Why do I see multiple order numbers or charges?

What is Package Protection?

Needing a refund?

Can I cancel or change my order?

Why does my statement show “Recurring Charges” for PackageFromSanta®?

Billing Questions

How can I delete my account?

Not Receiving Emails?

How Do I Create a New Account?

How do I change my email address?

How to Log In to My Member Account?

Account & Email Issues

How do I update my shipping address or other items?

✏️ Change My Shipping Info

When Will My Santa Letter Package Ship?

Shipping Times & Delivery Estimates

How much does shipping cost?

Can I pick a shipping date?

Do you ship internationally?

📅 Timelines & Shipping Costs

How will I know my Order has shipped?

How Do I Track My Order?

📦 Tracking & Notifications

Experiencing shipping delays?

Package is lost or stolen?

Package is damaged?

Order is marked delivered but not here

Missing Item in My Order?

Why Does the Shop App Show “Partially Delivered”?

🚚  Shipping Problems

Shipping & Delivery

What Is Magic Arthur?

How Does Magic Arthur Work?

What is included with my free Magic Arthur account?

What Magic Arthur bonuses are included with my Santa Letter Package?

How do I access/redeem my Magic Arthur Bonuses?

Where do I find my completed or unfinished Magic Moments?

How to Print Bonus Items Without a Printer

Already have a Magic Arthur account?

Bonus Items

How do I personalize my child's Santa video?

Why isn’t my child’s name showing correctly?

Troubleshooting a Non-Personalized Santa Video

❌ No, not personalized

Missed Santa’s Call or Didn’t Hear It Ring?

Elf Passcode: reset it before your scheduled call

Why is Santa saying the wrong age in my App?

How can my child listen to Santa's call again?

👍Yes, call is scheduled!

How do I schedule a Santa Call using the Online Scheduler?

What information is needed to schedule a Santa call?

How do I schedule a Santa Call using your App?

How do I download the Santa Call app?

Why can't I log into the Santa Call APP?

What is an Elf Passcode, and how do I reset it?

How can I share the Santa Call APP with the parent?

Why isn't my Santa Call(s) showing in the Santa Call APP?

❌ No, got questions!

Santa Calls

Santa Calls: Support

Trouble Placing an Order?

Clear Cache & Update Your Browser for Smoother Experience

Why can't I upload my photos?

How Do I Contact Customer Service by Phone?

How to Unsubscribe from Emails or Text Messages?

Tech Support