How can we help?
Common questions
15 questions shown
Is the grown-ups’ area private?
Yes. Everything a grown-up adds sits behind your grown-ups’ PIN, and locks itself after 2 quiet minutes. Children see their own Nornometer™ dial, the sleeps countdown and the letter-writing screen.
Where is my family’s data stored?
In the EU, encrypted in transit and — for letters and photos — encrypted again before it reaches our database. We never sell data, show ads or use children’s data for profiling.
Do I have to use my child’s real name?
No. A first name is all we ask for, but a nickname or just an initial works too. Santa always knows who a letter is from!
Can we try it without a card?
Yes. Choose “Free letter to Santa” when you sign up: no card needed. One child can write one letter to Santa within 7 days, and you might even get a letter back from Santa! When you’d like the Christmas planner, the Nornometer™ and more letters, start the 14-day free trial from the grown-ups’ area.
How do I cancel?
Account & data → Cancel subscription, or use the “Cancel or withdraw from contract” link at the bottom of every page — no login needed. Access continues to the end of the period you’ve paid for. You can download all your data first.
Can I get a refund?
Yes. You can withdraw within 14 days of signing up, and we also refund your first charge in full if you withdraw within 14 days of it. Use the cancellation page and choose “Withdraw”. And if something isn’t working as it should, you have the right to have it put right, or to a price reduction or refund (see section 7 of our terms).
Where does a letter go?
Straight to the North Pole! The elves send a grown-up a little note to say it arrived safely, and keep a copy for your family to treasure. And a day or so later, you might even get a letter back from Santa himself!
How many letters can each child send?
Up to three letters each Christmas, so Santa has time to read every word and write back to every one. If a brother or sister uses one up by mistake, a grown-up can add another (up to three extra) in that child’s settings under Family & PIN.
Can I recommend PleaseSanta to a friend?
Yes, and thank you! Share your link from Account & data. Your friend gets an extra month free, and once they’re a paying member you get £2 off your bill, for up to six friends a year. Six friends pays for a whole year.
Do I need children to use PleaseSanta?
Not at all. Gift lists, plans and reminders work just as well for grandparents, aunts, uncles and grown-ups without children. We think everyone deserves a merry Christmas! The children’s features simply wait until you add a child.
Can two grown-ups share an account?
Yes. Invite a second grown-up from Family & PIN. They get their own login and share the same PIN-protected area.
What if something won’t scan?
Paste a link or type it in instead. It only takes a few seconds.
How do I change the grown-ups’ PIN?
Go to Family & PIN and choose “Change PIN”. Forgotten it? Tap “Forgot PIN?” on the PIN screen, enter your account password, and we’ll email you a code to set a new one.
How do I download or delete my data?
Account & data → Download your data gives you everything we hold in one file, plus copies of letter photos. Delete account removes everything straight away.
Is PleaseSanta safe for children to look at?
Yes. Every page is written for the whole family, the children’s screens have no ads, chat or links out, and the grown-ups’ area is locked behind your PIN.