Email support
Expect a reply within 24 hours (often sooner during the holidays).
support@santamessage.appContact our team
Quick fixes
- My video says “Rendering” for too long
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- Rendering typically takes 2–4 minutes; high demand can double that.
- Refresh the app home screen to trigger the latest webhook status.
- Open the player link with
?orderId=<ID>to see live progress.
- I can’t hear any audio
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- Confirm your device isn’t in silent mode and volume is above 50%.
- Tap the share icon → “Download audio” to grab the MP3 fallback.
- If the issue persists, include your order ID when contacting support.
- Billing or credit issues
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- Purchases from the App Store may take up to 60 seconds to sync.
- Use “Restore purchases” in Settings → Credits & Billing.
- Email us with the Apple receipt to manually adjust your credit balance.
Frequently asked questions
- How do I download or share a finished video?
- Tap the share icon next to any completed order to copy a secure link, download the MP4, or export captions for accessibility.
- Can I customize the script?
- Absolutely! Each order lets you enter up to 60 words and choose the language and tone. Background music isn’t available right now.
- What if I made a typo?
- Cancel within the first minute, or tap “Duplicate order” to edit the script and re-render using the same credits.
- Where are my data and videos stored?
- We securely store videos in Google Cloud in the EU (europe-west1) and automatically expire unused assets after 90 days.