Customer FAQ's

  1. QI was disconnected during my chat or my video is frozen, how do I resume?

    A.Click the reconnect to chat button or refresh the page.

  2. QIs there a time limit on the Santa chats? Am I guaranteed a certain amount of time for my video call?

    A.Santa chats typically run 5 to 8 minutes but may run longer.

  3. QDo I have to fill out all of the information on the conference questionnaire? 

    A.The insight provided by the questionnaire is a large part of what makes the chat so personalized and magical but it is at the parent’s discretion what information they wish to provide.

  4. QCan I reschedule if my child is sick/having a temper tantrum/ very shy?

    A.Contact our elves at elfsupport@talktosanta.com and we can try to reschedule you when your child is ready to talk to Santa.

  5. QIf my child is scared and doesn’t want to talk to Santa, can I have a refund?

    A.Contact our elves at elfsupport@talktosanta.com and we can try to reschedule you when your child is ready to talk to Santa.

  6. QDo I need to use a certain browser to talk to Santa?

    A.Yes, Talk to Santa is based on WebRTC technology which currently supports both Google Chrome and Firefox browsers. You can download these for free directly from the Talk to Santa site.

  7. QMy child is questioning the existence of Santa. Can Santa handle a lot of questions?

    A.Our Santas have been professional trained and are veterans of the industry. They are prepared to handle a wide variety of questions and topics from children.

  8. QI can see Santa, but not hear him. How do I fix this?

    A.Make sure your speakers on turned on and not muted.

  9. QOne of our party can’t attend the chat. Do we still have to pay for them?

    A.Send an email to elfsupport@talktosanta.com and our elves will assist you.

  10. QI can’t hear anyone

    A.Make sure that the speakers on your system are on and turned up.

  11. QNo one can hear me

    A.Ensure that in the upper right corner of your browser that you have “Allowed” the system to use your microphone and that your microphone is not muted.

  12. QNo one can see me

    A.Ensure that in the upper right corner of your browser that you have “Allowed” the system to use your camera and nothing is blocking your camera.

  13. QOne of our party can’t connect, we’re all waiting how do we get help….NOW!

    A.We can’t provide real time help, but we can reschedule a call if there are technical problems.

  14. QI am giving info about my child. Is it secure? How do I know?

    A.Santa sees all and knows all, but it is his and our policy not to share your personal information with anyone. Our whole website is encrypted and all files are encrypted. See our privacy policy.We keep it a secret.

  15. QThe only time we are all available, Santa isn’t. Can you accommodate us?

    A.Santa’s schedule sometimes changes as customers need to reschedule. Check back soon.

  16. QSanta never showed up. What do we do?

    A.If Santa got tied up feeding the reindeer immediately send an email to elfsupport@talktosanta.com. Please provide your phone number and we will get you and Santa together right away.

  17. QThe video seems grainy on one of our visitors, I can’t see them very well.

    A.Even Santa’s magic cannot overcome the natural resolution of a webcam. The resolution of each visitor’s window will be directly linked to the quality of their local webcam, speed of computer, and internet connection.

  18. QI have multiple children, can I have Santa talk to all of them on the same call to save money.

    A.Santa loves all children regardless of budgets. Be aware that it will not be as personalized an experience if Santa is chatting with two or more children.

  19. QI am getting an echo during my session with Santa. What should I do?

    A.Try turning down your speakers slightly. If your volume is too high in a video chat it can cause an echo feedback into your microphone.

  20. QMy browser says it doesn't support this video format. What should I do?

    A.Talk to Santa utilizes WebRTC technology which currently supports both Chrome and Firefox browsers. You can download these for free directly from the Talk to Santa site.

  21. QHow do I turn the sound for the remote windows on and off?

    A.If remote user is being naughty, you can hover over their image and click the speaker button so you don’t hear them.

  22. QIf I allow the use of my videocam and microphone for the chat will they be turned off automatically at the end?

    A.Yes, this happens automatically. You will see the light on your camera that shows it is active go off.

  23. QWhat is your refund policy?

    A.We want all of the children to be happy. If you are not 100% satisfied with your video, Santa will re-record it for you. If you have technical issues with internet connections making a live call to Santa, then we will reschedule the live call or if we are unable to reschedule the call, we will issue you a refund. If you miss your scheduled appointment, there may be a re-booking fee.

Help Image