For parents and caregivers

A little help with the magic.

Need a hand?

Email catchmyelf@gmail.com for help with a purchase, video or account. Include your account email and the request ID shown beside your video. Tell us what happened and attach a screenshot if it helps.

If your video needs a closer look, your scene is saved. Contact us before submitting it again. Never send card numbers, passwords or a sign-in code.

What comes with a package?

At base prices before any active offer, choose A Touch of Magic ($14.99, 3 personalized videos), More Magic ($54.99, 12 videos) or A Magical Season ($129.99, 32 videos). The custom adventure counts are 1, 10 and 30, respectively. Every package includes one personalized welcome and flight-home pair for one elf. Buy a separate package for each elf that needs its own pair. All custom credits are shared across your parent account. Each credit creates one 10-second adventure with up to three elves.

What do I need for a custom adventure?

A sharp, well-lit photo of your toy-elf setup and one playful action. Keep the full elf, important props and room to move visible; leave out people and identifying details. The ten-second video keeps your photo’s shape, uses music and effects, and ends on your original setup. Added names are supported in the separate welcome and goodbye videos, not in custom adventures.

Can I finish setting up later?

Yes. Buy your package, verify its delivery email, then add your elf and video details when you are ready. Your account has Arrival & Departure videos and shared custom adventures. Leaving setup or saving a scene does not use a credit. A welcome and flight-home pair is assigned to one saved elf; buy another package for another elf. Photos and details for an assigned or submitted video stay attached to that original version.

What if the library doesn’t have my elf?

Welcome and flight-home videos use an approved elf appearance from our library. Compare it with your elf photo and confirm the likeness before creating the pair. Custom adventures use your uploaded elf setup photo.

If no library look matches, choose “None match — request an appearance.” Your request and elf photo stay saved privately in your account. Your purchased pair remains available until you confirm a suitable approved appearance; new appearances have no completion date. You can still create custom adventures or use Purchase help in Account controls.

Can I buy more credits later?

Yes. After purchasing a starter package, add shared custom adventures at base prices before any active offer: $10.99 for 1, $37.99 for 5 or $49.99 for 10. The larger packs save 31% or 55% compared with buying single adventures. Sign in to the account that purchased your package. Test packages unlock test refills only. Refills include no new welcome or flight-home pair; your existing per-elf packages stay saved. Prices are before tax.

How many elves can be in a video?

Welcome and flight-home videos are personalized for one elf only. Custom adventures can feature up to three elves together in the same setup photo. Each custom adventure uses one shared video credit. Buy a separate starter package for each elf that needs its own welcome and flight-home pair.

Can I change an elf’s details?

Yes. Save a new name, child list or elf photo from your account. New scenes use the version you choose. Existing purchases and submitted videos keep their original details and references.

When is a credit used?

Starting a request reserves one available credit. A completed, reviewed video uses it. If a request is confirmed to have produced no video, the credit is restored. If the outcome is uncertain, we check the original request while the credit stays reserved. Reopening the page does not start another paid generation.

What does my video status mean?

In the queue means your scene is saved and waiting for a space. Scene needs review means the setup or story needs checking before creation continues. Video needs review means a generated result needs checking before it can be shared. Checking the original request means the result is still unconfirmed; keep that request so its credit can be reconciled safely. Finishing your video means the generated video is saved and its playback file is being prepared.

Request milestones show only recorded events, such as submission or an approved review. Refreshing status or checking a queue does not count as a new milestone. Your account shows whether the credit is reserved, used or restored. Use View saved scene to reopen that same request; an existing video request stays attached to its scene. Use Email support about this video to include its request ID in a message you can review before sending.

What if a video or purchase needs attention?

Open your account to check its status. Use Purchase help in Account controls to request a review of a duplicate charge, unavailable video or quality issue. A request does not itself issue a refund. If a payment response was interrupted, retry the same checkout; do not start several new purchases. If a result is pending review, you can leave the page and return later. A refund or disputed purchase may pause the associated credits and videos.

Where can I watch my videos?

Ready videos appear in your private account, with playback and a download option. Sign in to the same parent account used for the purchase. We also queue a ready notification to that account’s email.

Can I delete my account?

Yes. Open Account controls, sign in again if asked, and type DELETE to request deletion. Creation and downloads pause while pending videos and purchases are checked. You can cancel before erasure starts. Our team must reconcile paid purchases and unused credits before family details and media are removed.

Choose a package, enter your email and payment details together at secure checkout, then set up your videos in your private account. We’ll email you as each video is ready.