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?

If you’re used to seeing your completed Santa Video in your PackageFromSanta.com Member Account, here’s the latest update:. Completed personalized videos for 2025 are now stored in your Magic Arthur 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:Completed personalized videos for 2025 are now stored in your Magic Arthur 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 Magic Arthur account 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, go to My Magical Moments to view or download your completed videos.</li></ul>&#x1F4AC; To find Keepsake videos from 2024 or 2023:&#xA0;Please be sure to contact us and provide us with your email account and the child&apos;s first and last name. We will do our best to locate your past videos.&#xA0;

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 Video Issues

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?

How do I write my own letter from Santa?

What Methods of Payment Do You Accept?

Do you offer free shipping?

How to Place an Order?

When is your store open for holiday orders?

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 personalize my Pre-Orders?

How do I access my Magic Arthur Bonuses?

✍️ Pre-Order & Personalization

How do I update my shipping address or other items?

How do I access my Magic Arthur bonuses?

Why can't I find the order I placed?

How do I upgrade my Santa package?

📦  Already Ordered (Personalized)

Order Help

Why do I have multiple order numbers?

Why are there multiple shipping charges?

Needing a refund?

Can I cancel or change my order?

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

Billing Questions

Account & Email Issues

✏️ 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

Why "Shop' App shows “Partially Delivered”

Experiencing shipping delays?

Package is lost or stolen?

Package is damaged?

Order is marked delivered but not here

Missing Item in My Order?

What if my package is delayed due to weather or holidays?

🚚  Shipping Problems

Shipping & Delivery

What Is Magic Arthur?

What are the Bonuses?

How Do Credits Work?

When Does My Magic Arthur Trial Expire?

What if I already had a Magic Arthur account?

How to Print Bonus Items Without a Printer

Bonus Items

How do I personalize my child's Santa video?

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

❌ No, not personalized

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

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

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