Support
Write to [email protected] and a person will answer. Anything about a child's safety or a report goes to the front of the queue.
Reporting a photograph or a person
Profile photographs are visible only inside a private group somebody invited you to. If one should not be there, or somebody in a group should not be, report it from the group screen in the app, or write to [email protected] with the group name.
Whoever set up a group can remove anybody from it at any time, which takes effect immediately and does not need us.
Children and accounts
Why does my child not get a sign-in screen?
That is intended. A child under 13 is given an anonymous session instead of an account, so nothing is collected from them — no email, no name, no location, no photograph — and they see no advertising. The app works fully without any of it.
My child changed phones and lost everything
An anonymous session lives on one device, which is the cost of collecting nothing. To prevent it, a grown-up can attach their own email address from the settings screen. The letter to Santa and the Christmas Spirit score then survive a new phone. The address belongs to the adult, and we email it only to confirm it.
My child's birth date is wrong
It can be changed in settings. Moving to an older band asks a grown-up to confirm first, because that is the change that would switch advertising on and unlock Secret Santa. Moving younger applies straight away.
Secret Santa
Nobody can see who I drew, can they?
No — including whoever organised the group. Each person sees one name and nothing else.
The draw gave somebody their own name
It cannot. The draw refuses to give anyone themselves, and will not complete at all rather than produce a bad one.
My invite link does not open the app
Install Santa Post first, then tap the link again. If it still opens a web page, open the app and enter the invite code from that page by hand.
Accounts
The confirmation email never arrived
Check spam. Emails come from [email protected] and a filter sometimes catches the first one. If it is genuinely not there after a few minutes, write to us and we will look at the delivery log rather than guessing.
How do I delete my account?
Settings, then delete account. Everything goes with it — profile, letters, group memberships and any photograph. If you would rather we did it, write to [email protected] from the address on the account.
Can I get a copy of my data?
Yes. Ask at [email protected] and we will answer within 30 days. See the privacy policy for the full list of rights.
Advertising
Why am I seeing adverts?
They pay for the app, which has no subscription and no in-app purchases. Nobody under 13 sees any. Between 13 and 17 they are shown but never personalised.
I want to change my tracking choice
On iOS, Settings → Privacy & Security → Tracking. In Europe and the UK the advertising consent form can be reopened from the app's own settings screen.
Still stuck
Write to [email protected]. Telling us your device, the version of the app from the bottom of the settings screen, and what you expected to happen will get you a useful answer considerably faster than "it is broken".