FREQUENTLY ASKED QUESTIONS


Q: What's the difference between a Video Message and a Video Call?

Q: How early do I need to log in for my Video Call?

Q: Is the Santa pictured on this website the one my children will see?

Q: Is Santa able to join in a Zoom party or meeting that we've already set up, or do we have to use the Zoom log-in that you send us?

Q: I've booked a standard Video Call with Santa for up to 8 people but would now like to extend the number to up to 35. Can I do that?

Q: I've booked a standard Video Call with Santa for up to 12 minutes but would now like to extend the time to up to 25 minutes. Can I do that?

Q: What happens in the Video Call with Santa?

Q: What happens in the recorded Video Messages from Santa?

Q: What happens in the North Pole Magic Show?

Q: Can I book the North Pole Magic Show and have Santa too?

Q: Can I cancel or modify my Video Call or North Pole Magic Show booking?

Q: Can I cancel or modify my Personal Video Message after I've ordered it?

Q: My child is scared of Santa. Is that a problem?

Q: What age group are your Santa Video Calls, Personal Video Messages and North Pole Magic Show suited to?

Q: How old do I need to be to book any of your services?

Q: What equipment do we need?

Q: I've never used Zoom before. What do I need to do?

Q: I'm in another country, or some of my guests will be in other countries. Is that a problem?



Q: What's the difference between a Video Message and a Video Call?
A: The Video Message is a special personalised video which Santa makes just for you and will send to you. Your video will be approximately 5 minutes long.
The Video Call is a live video phonecall scheduled at a date and time you can choose, in which your child and Santa will have a conversation, meaning your child can ask or tell Santa anything they want and get his response. The Video Call will last approximately 15 minutes of festive fun, excitement and laughter. After the Video Call we will also send you a recording of it.
Back to top

Q: How early do I need to log in for my Video Call?
A: We suggest that you log in about 10 minutes before your appointment to join the virtual "waiting room". We will then connect you with Santa at your scheduled time.
Back to top

Q: Is the Santa pictured on this website the one my children will see?
A: Absolutely. We're not some big faceless company with loads of Santa actors we barely know in dodgy cotton wool beards. We're a personal service run by one of the UK's top Santa actors. What you see here is exactly what you get.
Back to top

Q: Is Santa able to join in a Zoom party or meeting that we've already set up, or do we have to use the Zoom log-in that you send us?
A: Santa is always delighted to join as a VIP special guest in your own work, school or family Zoom meeting or party. If you'd like to organise your own Zoom event, that's great.
Just let us know when you book when you're asked "Is there anything else you think Santa should know?" and make sure you send us your Zoom meeting details at least 24 hours before the event.
Back to top

Q: I've booked a standard Video Call with Santa for up to 8 people but would now like to extend the number to up to 35. Can I do that?
A: Certainly. Send us an email and we'll sort that out for you. (There will be a charge of £10)
Back to top

Q: I've booked a standard Video Call with Santa for up to 12 minutes but would now like to extend the time to up to 25 minutes. Can I do that?
A: Certainly. Send us an email and we'll sort that out for you. (There will be a charge of £10)
Back to top

Q: What happens in the Video Call with Santa?
A: Just as you would expect in a visit to a great Christmas grotto Santa will welcome the children, share in the excitement of Christmas and ask them what Christmas presents they would like. Santa will also talk about anything that you asked him to when you placed your order, expressing his delight at their achievements, his support for any of their worries or fears and generally be the great friend that a really great Santa should always be. There may also be time for some fun and games in the Video Call. Should you choose a longer Video Call Santa has lots of tricks up his sleeve to make the whole Video Call fun, exciting and a memorable magic experience.
Back to top

Q: What happens in the recorded Video Messages from Santa?
A: If there's anything in particular you want Santa to say (or not say) just mention it in the form when you book. Our upbeat and exciting Santa will call the children by name and wish them a very Merry Christmas. He will talk about anything that you asked him to when you placed your order for the Video Message and make the message as individual and personal as he can. Santa will leave your children feeling excited and thrilled that he has called them, feeling loved and appreciated and very excited about the wonder and magic of Christmas.
Back to top

Q: What happens in the North Pole Magic Show?
A: Our Magic Elf Gizmo is in real life one of the country's top children's magicians who performs at top celebrity functions, holiday parks and theme parks throughout the year and you may have seen him on Britain's Got Talent. He is an expert in arranging thrilling and exciting magic shows for children and families of any age and of any number. He will perform a special and amazing magic show just for you tailored to the ages and types of children in your party and just perfect for making children feel included and involved on Zoom. Children are encouraged to help out in the magic while they watch so they do feel really included. If you go for a longer North Pole Magic Show, Gizmo will also include interactive games and fun perfect for making everyone feel included.
Back to top

Q: Can I book the North Pole Magic Show and have Santa too?
A: Sorry no. It has to be one or the other.
Back to top

Q: Can I cancel or modify my Video Call or North Pole Magic Show booking?
A: Unfortunately cancellations aren't possible. However if your plans change we will do our best to re-schedule your booking to another date or time that's better for you (but this can't be guaranteed.)
If you'd like to reschedule or to increase the length of your Video Call or the number of participants send us an email to santa@santashotline.co.uk and we'll try to get that done for you.
Back to top

Q: Can I cancel or modify my Personal Video Message after I've ordered it?
A: If you suddenly think of something else you want Santa to say in your Personal Video Message, or want to change it in any other way, send us an email as quickly as possible. If we get your email before Santa has recorded the message then yes, we're happy to change anything. If however Santa has already recorded the message then I'm afraid you're too late. Likewise we can cancel your order but only if we receive your request before the video is recorded.
Back to top

Q: My child is scared of Santa. Is that a problem?
A: If you're worried that your child might be scared of Santa, what better way of giving them an exciting Santa experience is there than through a Video Call or Video Message, with your child safe in their familiar surroundings at home and Santa on a computer screen? Many children have had scary encounters with Santa. This is usually because of a fake looking Santa or a badly designed dark and scary grotto. However our Santa is widely recognised as one of the best in the UK. With a very friendly, open and welcoming demeanour and a wonderful movie quality beard and costume he really looks and acts in a very friendly way.
Back to top

Q: What age group are your Santa Video Calls, Personal Video Messages and North Pole Magic Show suited to?
A: We can appeal to pretty much any age group except for young babies. For three and four year olds we suggest going for our shortest options. For any older we can tailor the experience for any age group, including mixed age audiences, family groups and even adults.
Back to top

Q: How old do I need to be to book any of your services?
A: You have to be at least 18 to make a booking.
Back to top

Q: What equipment do we need?
A: For the Personal Video Message we will send you an email link to your message, so you simply need to have email and a web connection. For the Video Call with Santa or the North Pole Magic Show you will need to have, on the day of your booking, a computer, tablet or smart phone which have a camera function and an internet connection. You will enjoy the experience the most if you have a larger screen, so we recomend a computer rather than a phone, but it will work on either.
Our Video Calls and North Pole Magic Shows are conducted by the video conferencing service supplied by Zoom.
Back to top

Q: I've never used Zoom before. What do I need to do?
A: After you've ordered we will send you a weblink to your Video Call or Magic Show on Zoom. We suggest you try out the link when you receive it. If you get a message saying you're in the "waiting room" then that means you're all set up and can just revisit the link on the day and time of your booking. If you're going to be using a tablet or smart phone you may need to install the Zoom app which is free and you can do so from any of the usual app stores. (Search for Zoom and install the app from Zoom.us)
Back to top

Q: I'm in another country, or some of my guests will be in other countries. Is that a problem?
A: One of the many great things about Video Calls with Santa and the North Pole Magic Show is that you and your friends can join in from anywhere in the world (as long as everyone has an internet connection of course). The only thing to look out for is the time zones. The times stated in our appointments are UK time (GMT), so please be aware that if you're in the USA, Canada, Australia or anywhere else that you need to make your booking in the corresponding UK time.
Back to top