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)

1. Log into your Magic Arthur Member Account.

2. Find your video under My Magical Moments.

3. Click the red Download button.

4. Right-click the link that appears and select Save link as to download the MP4 file.

5. 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.

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! ✨