Frequently Asked Questions

Where can I visit Santa this year?
In partnership with hundreds of local malls and other venues, we provide holiday photo experiences across North America. Find Santa at a location near you by visiting whereissanta.com.

Who can visit Santa?
Everyone can create Santa Magic with a photo experience! All venues are ADA/AODA compliant. Pets are even invited to visit Santa during Pet Parties at participating locations (service animals always welcome)!! We have no limit on the number of guests who can appear in each photo. As long as you can fit in the frame, we’ll take your photo!

Do you offer sensory-friendly photo experiences with Santa?
Yes! In partnership with Autism Speaks, our Santa Cares events provide sensory-friendly photo experiences at participating locations. Santa Cares is offered as Caring Santa® at Simon mall locations, and as SENSITIVE SANTA™ at Washington Prime Group mall locations.

To learn more about Autism Speaks or donate to support their mission, visit autismspeaks.org. 

Do you have bilingual-speaking Santa experiences?
Yes! We have English & Spanish-speaking Santa experiences at locations in Florida (Dolphin Mall, Miami International Mall) and at The Mall of San Juan in Puerto Rico. 

How does the Santa photo experience work?

1. Arrive at the selected venue during your 15-minute reservation time or stop by as a walk-up guest to meet Santa. If you book a reservation, your booked time slot is shared with other families. 
2. Create Santa Magic! Visit with Santa & let our talented photographers capture the special moment. 
3. Select your photo package or finalize your transaction with a member of our friendly staff to receive your photos, even if you purchased your package in advance online.

 What are the benefits to making a reservation?

1. A FREE, personalized phone call from Santa powered by Portable North Pole (available only to guests with reservations). 
2. Your choice of date & time. 
3. A smooth checkout after your Santa visit. 

How do I make a reservation?
Go to whereissanta.com to find a Santa photo experience, select your location, choose photo package and book your Santa photos near you. After you complete your reservation, you'll receive a confirmation email with additional information. And don't forget: when you book online, you receive 2 free gifts! Reservations are strongly encouraged but not required.  Please note: 5 families allotted per reservation slot. Please arrive during your 15 minute window.

Can I reschedule or cancel my reservation?
You can reschedule your reservation up to 72 hours prior to your reserved time by clicking RESCHEDULE in your confirmation email. In the event of a cancelled reservation, no refunds will be provided. All sales are final, including packages pre-purchased online.

What photo packages do you offer?
We offer a selection of of photo packages to choose from online or onsite after your Santa visit. Packages may vary by location. If you're unsure which photo package to select when you book your reservation at whereissanta.com, you can choose Reserve Now & Decide Later to lock in your date and time now and select your photo package at checkout onsite after your Santa experience. 

How do I access my digital photos and when are they available?
If you purchased digital photos, they will be available 24 hours after your Santa photo experience at myholidaymoments.com. Scan the QR code on the back of your photo envelope or follow the link sent via SMS (text message) to myholidaymoments.com. At myholidaymoments.com, enter your email address and the code located on your receipt or printed photo. Photos will be available for 30 days after the season ends. Please download & save your photos to remember the Santa Magic forever.

What are ways we can give back this season?
We encourage all guests to share in the Magic of Giving with us by donating to our charitable partners: Autism Speaks, The Humane Society of the United States, St. Jude Children’s Research Hospital, Humane Society International and SickKids Foundation. Learn about how you can give back at magicofgiving.whereissanta.com. You can donate on behalf of our charitable partners online when you book your reservation or at checkout after your Santa visit (charitable partner donations can vary by location). 

Browser / Payment Processing Troubleshooting

For issues processing payment in your browser, try the following:

• Make sure that your browser is up to date. Here are instructions for how to do so for our supported desktop browsers: Chrome, Firefox and Safari.

• Clear the cache on your browser. Instructions for clearing your cache will vary depending on your browser. Accessing the Help menu on your browser should allow you to locate step-by-step instructions.

• Switch to a different browser: Chrome, Safari, Edge or Firefox. Double check that you are running the most up-to-date version of these browsers.

How can I contact Customer Service?
Access our live support chat on our websites (orange SUPPORT in bottom right corner of your browser) or submit an inquiry to our Customer Service team at  help.myholidaymoments.com.

Do you offer any other photo products besides digital images & prints? 
Yes! When you download your digital images at myholidaymoments.com, you can customize your Santa photos and turn them into personalized gifts and keepsakes for family and friends. We offer a large selection, including tote bags, blankets, Christmas & holiday greeting cards, posters, mugs and more. 

What free gifts do I receive from Portable North Pole?
1. A FREE personalized call before visiting the mall for Santa Magic photos (exclusively for reservations made at whereissanta.com).  
2. A FREE personalized video from the North Pole after your visit with Santa.

How do I access my free phone call from Portable North Pole?
After you make your reservation at whereissanta.com, you'll receive an email with instructions for accessing your phone call. If you've chosen to receive text messages, you'll also receive a text with a link. 

After your visit with Santa, you'll receive a text messages with a link to access your video. The link will also be included in an email you receive after accessing your photo at myholidaymoments.com.

Who do I contact if I need help accessing my free gifts from Portable North Pole?
Contact PNP’s Customer Support team for assistance at cherryhill@portablenorthpole.zendesk.com.