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Frequently Asked Questions

Technical and Usability

How do I log in?

To log in to the Santa HQ app, you first need to purchase either the Santa HQ Christmas adventure or the video call with Santa here. Follow the steps on screen to create your account. 

You will then be directed on screen and via email to download our Santa HQ app with links to the App Store for iOS devices and Google Play for Android devices. 

Once downloaded, you can use the new login details you’ve just created to log in to the app.

How do I reset my password?

To reset your password, you’ll need to:

  1. Log in to your dashboard here
  2. Click on the settings tab
  3. Scroll down to update password
  4. Enter your current password and your new password 
  5. Click update password

If you have forgotten your password entirely, you can click on the ‘forgotten your password?’ link here. Enter your username and you will receive an email with a link to reset your password.

Does the app work on all devices?

The app works on both Android and iOS devices. For the best user experience, we recommend using this app on a tablet, however it does also work on larger screen phones.

Can I add the app to multiple devices?

Yes, you can download the app and log into your account on multiple devices. Once logged in, the data in your account will be the same on any device you use. 

If your child each has an iPad for example, they can both download the app, log in to the same account and both access the exact same content. 

If you’ve also purchased the video call with Santa, please only use one device to access this call on your chosen time and date.

I’m trying to purchase another video call but it says I’ve already purchased it?

If you have already purchased a video call with Santa and you’d like to purchase an additional separate account, you’ll need to click on the log out button in the top right corner. Once logged out, scroll down to purchase the adventure or the video call with Santa. You will need to create a new username for the new account, but all other account details such as your email address can be the same. 

If you’ve already purchased the Santa HQ Adventure but would like to have a video call with Santa too, you can upgrade your account, which will reduce the cost of the video call with Santa by however much you paid for the Santa HQ Adventure. See how to upgrade.

Still can’t find what you are looking for? Reach out to an elf at Santa HQ.


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