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General

What is Hey Santa?

Hey Santa lets you create a magical, personalized video message from Santa Claus — crafted uniquely for your child based on your input.

Is this just a name drop in a pre-recorded video?

No. Santa responds to the details you share — every video is custom-made and truly personal.

When do I get the video?

Your video will be ready in just a few minutes after you submit your request. We’ll email you as soon as it’s done.

Customization

Can I add multiple kids to one video?

Yes! You can enter multiple names and details in a single request so Santa addresses everyone.

Can I upload a photo for Santa to react to?

Yes — if you upload an image, Santa will acknowledge it naturally in the video. If you don’t, the video still works perfectly.

What’s the difference between Free and Premium videos?

Free videos are a short 30-second greeting in selfie style, with standard quality and a small watermark. Premium videos are a full 2-minute cinematic experience inside Santa’s cozy workshop, delivered in widescreen 4K HD, with no watermark — perfect for keepsakes and gifting.

Access & Sharing

How do I watch the video?

You’ll get a secure link by email. You can play it on your phone, tablet, or computer.

Can I download the video?

Yes! Every video can be download from the video share page. You can find the download button within the "Video Actions" section.

Can I share the video with friends and family?

Yes — just forward the link or download your Premium video to send anywhere (text, social, email, TV).

Payments & Accounts

Do I need an account to use Hey Santa?

No. You can create a video without signing up for an account.

What payment methods do you accept?

We accept major credit cards, Apple Pay, Google Pay, and more.

Will I be charged for free videos?

No — free videos are always $0. Premium videos are a one-time purchase.

Troubleshooting

I didn’t get my video — what should I do?

First, check your spam or promotions folder for an email from Hey Santa. If you haven't received it after an hour, try to create another video.

The video won’t load — how do I fix it?

Try refreshing the page or opening the link in another browser/device. If issues persist, clear your cache and reload.

Can I edit or redo my video after ordering?

Because each video is generated uniquely, it can’t be edited after it’s created. You can always create a new one with updated details.

What if Santa mispronounced a name?

If Santa said a name incorrectly, don’t worry — you can regenerate the video with a phonetic spelling. For example, instead of writing “Sean,” type “Shawn.” Adjusting the spelling helps Santa pronounce it correctly.

Need support?

Email us at support@heysanta.com - Due to high volume, only Premium Video customers will get dedicated support.