We read every message
Help and support
Most questions have a quick answer below. If you do not see yours, email us and a person will write back.
Email the team
A person will write back.
Email the team
Write to the address below from the email on your account, so we can find it fast. Tell us what happened, what phone you use (iPhone or Android), and add a screenshot if you can.
- A purchase that did not arrive: include the date and the receipt email from Apple or Google
- A Santa reply that looked wrong: include a screenshot and roughly when it happened
- Account or PIN help: tell us the email on your account (never send your PIN)
Frequently asked questions
How do I restore a purchase on a new phone?
Sign in with the same account, open the Candy Cane shop and tap Restore purchases. Purchases are tied to your App Store or Google Play account, so use the same one you bought with.
I forgot my Parent PIN. What now?
Email us from the address on your account and we will help you reset it. Your lists and chats are not affected.
What happens to my list if I run out of Candy Canes?
Nothing. Your lists, photos and chats stay, whatever your balance is. Only sending new messages is paused until you add canes.
A reply from Santa looked wrong. How do I report it?
We want to know. Email us with a screenshot and roughly when it happened. Replies pass through automated safety filters, and reports help us tighten them.
Can I delete my account?
Yes, anytime. Open Settings in the app and choose Delete account. That removes your kid profiles, chats, photos and gift lists. Here is how it works.
What are Candy Canes?
Candy Canes are the in-app currency. A text message uses 1 cane and a photo message uses 2. They have no cash value and only work inside Santa Wishlist. If a reply fails or is blocked by the safety filters, you are not charged.