Dial Santa is a small family-run product, which means your email goes to a human who can actually fix things. Common answers below; anything else, just write.
Check your spam or junk folder first — the email comes from Dial Santa. You can request a new code after 30 seconds from the sign-in screen. Still nothing after a couple of tries? Email us with the address you used and we'll get you in.
Minutes usually land within a few seconds of checkout. If they haven't:
If a call fails to connect or a character doesn't pick up, those minutes are returned to your balance automatically — you only pay for conversation that actually happened. If a call dropped mid-conversation and you feel shortchanged, email us and we'll top you back up.
For Apple purchases, request a refund through Apple's Report a Problem service. For website purchases paid through Stripe, email us within 30 days about unused minutes. Failed calls return unused time to your minute balance automatically.
For your kid: absolutely. For you: it's a live AI performance — a video avatar and voice holding a real conversation, personalized with the details you entered. Replies are generated live. Recording is optional and stays on your device; our call provider can retain text transcripts until you delete your account. The Parents' guide has the full picture.
In the app, open Parents → Account → Delete account, verify your email and confirm. You can check call-provider cleanup there too. Deletion removes unused minutes and does not automatically refund purchases. Contact us from your account email if you need help.