Help & Support
Write to us at info@santaai.site — a real person answers, usually within one working day.
To make it quick, add your Support ID to the email. You can find it in the app: Settings, at the very bottom. Tap it to copy.
Videos
The video does not look right
Open the video and tap Redo free. Pick what went wrong and we will make it again. Redos of the same video do not use your balance.
The video failed or never arrived
Nothing is lost: the video goes back to your balance automatically and you can try again. If it keeps failing, write to us.
What photo works best?
The whole elf in the frame, good light, taken from a step or two away. Keep people out of the picture. The app checks the photo before sending and tells you if something is off.
Is the video real?
No. The video is made by AI from your photo. Nothing in your home is moved or filmed.
Purchases
How do purchases work?
Your first video is free. After that you buy a pack of videos once, through the App Store or Google Play. There is no subscription, and videos you do not use stay for next season.
I reinstalled the app or changed my phone
Tap Restore purchases on the purchase screen. If your videos do not come back, send us your Support ID or the store receipt and we will put them back.
How do I get a refund?
Refunds for store purchases are handled by the stores:
- App Store: reportaproblem.apple.com
- Google Play: request a refund
If something went wrong on our side, write to us first — we can return videos to your balance right away.
Kids' device (Elf Cam)
How do I show videos on a tablet?
On your phone open Settings → Kids' device (Elf Cam). Install Elf Nights on the tablet, tap "Setting up the kids' tablet?" on its first screen and scan or type the code from your phone. The tablet then shows only the videos you release, and nothing else.
How do I disconnect a device?
Open Kids' device (Elf Cam) on your phone and remove the device from the list.
Your data
What do you keep?
The photo of your elf and the finished video stay on our server for 14 days, videos for a kids' device until February 1. Reaction videos of your kids never leave your phone. Details are in the Privacy Policy.
How do I delete my data?
Deleting the app removes everything on the phone. To delete what is on our server right away, email us your Support ID with the words "delete my data". We do it within 30 days, usually much sooner.
Company
Elf Nights is made by the team behind the Santa AI app. On the App Store it is published by STORIES AR LLC, 30 N Gould St, Sheridan, WY 82801, USA; on Google Play — by A24Z LTD, 128 City Road, London EC1V 2NX, United Kingdom (company number 15153605).