Troubleshooting Video IssuesUpdated 3 months ago
Having trouble downloading or playing your personalized Santa video? Don’t worry—we’re here to help!
Download Issues (Mobile or PC)
Log into your Magic Arthur Member Account.
Find your video under My Magical Moments.
Click the red Download button.
Right-click the link that appears and select Save link as to download the MP4 file.
Once downloaded, click the file to play your video.
Sound or Playback Issues
Make sure your device volume is up and not muted.
On mobile, try rebooting your device.
Try a different device or browser to see if the issue persists.
Personalization or Upload Glitches
Try these quick fixes:
Refresh your browser (Ctrl + F5 on PC or Cmd + Shift + R on Mac).
Check your internet and clear your browser cache and cookies.
Log out and back into your Magic Arthur account.
For photo uploads, ensure files are JPG/PNG and under 10MB. Try another device if needed.
Double-check your personalization details (name, age) under Videos in your account.
Having trouble uploading your photo for your Santa video? Don’t worry—here are a few common reasons and quick tips to help:
🧊 Photo File Type:
Most issues come from photos saved in .HEIC format (used by iPhones).
👉 Please save your photo as a .JPEG or .JPG file before uploading.
How to fix this on iPhone:
Go to Settings → Camera → Formats
Select Most Compatible to save photos as JPEG
💻 Other Quick Fixes (if using a computer):
Try a different browser like Google Chrome
Do a hard refresh: press Ctrl + Shift + R
Clear your browser cache or cookies:
Press F12, click on Applications, then Clear Site Data
If you still can’t upload your photo, you may need to start your order over again.
Still Having Trouble?
Please submit a support ticket with:
Your device type (e.g., iPhone XS, Windows PC).
Your browser (Chrome, Firefox, Safari, Edge, etc.).
Any error messages or screenshots.
We’re sorry for the hassle and appreciate your patience. Our elves are here to help keep the magic alive! ✨