Frequently Asked Questions
Santa Magic | Your Holiday Photo Experience
Where can I visit Santa this year?
In partnership with hundreds of local malls and other venues, we provide holiday experiences at more than 800 locations 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. Your pets can even come during Pet Nights at participating locations! 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 have sensory-friendly photo experiences?
Yes! Our Santa Cares events provide sensory-friendly photo experiences at participating locations, created in partnership with Autism Speaks. Find an event near you at whereissanta.com
How does the Santa Magic photo experience work?
- Arrive at the selected venue during your 15-minute reservation time or as a walk-up guest to meet Santa.
- Create Santa Magic! Each group receives 2 poses for each photo experience.
- Finalize your transaction with a cashier to receive your photos, even if you purchased your package in advance online.
What are the benefits to making a reservation?
- Get a free, personalized phone call from Santa prior to your visit powered by Portable North Pole
- Lock in the date and time of your choice
- Make checkout a breeze on site
How do I make a reservation?
Visit whereissanta.com to capture Santa Magic photo experiences at a location near you during available dates and times. Reservations are strongly encouraged but not required.
Can I reschedule or cancel my reservation?
You can reschedule your reservation within 24 hours of booking 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 are available?
Package A – Best Value!
Access to all digital downloads and (7) print photos including (2) 6" x 8" prints, (2) 4" x 6" prints, (1) 3" x 5" print, (2) 2" x 3" wallet size prints, and (1) limited edition postcard.
Package B
Access to all digital and (5) print photos including (2) 4" x 6" prints, (1) 3" x 5" print, and (2) 2" x 3" wallet size prints.
Package C
(5) print photos including (2) 4" x 6" prints, (1) 3" x 5" print, and (2) 2" x 3" wallet size prints.
When you reserve your photo experience at whereissanta.com you’ll get a freepersonalized phone call from Santa, compliments of Portable North Pole!
How do I download my digital photos and when are they available?
If you purchased digital photos, they will be available 24 hours after your visit at myholidaymoments.com. Scan the QR code on the back of your photo envelope or visit myholidaymoments.com directly, then enter your email address and the code located on your receipt. You can access your photos any time before January 31, 2023.
How can I locate photo experiences featuring Black Santa?
To find Black Santa experiences near you, visit blacksanta.whereissanta.com
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 partners Autism Speaks, The Humane Society of the United States, and St. Jude Children’s Research Hospital. Learn about how you can give back at magicofgiving.whereissanta.com
Browser / Payment Processing Troubleshooting
For issues processing payment in your browser, try the following:
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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.
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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.
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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 whereissanta.com or contact our Customer Service team at help.myholidaymoments.com.
My Photo is a wonderful way for you to create a customizable, virtual experience that captures The Holiday Magic to share with anyone – anywhere, any time! Simply upload your personal images from any device and instantly appear in festive backgrounds. My Photo offers endless photo uploads and downloads to #ShareTheMagic with your family and friends during the Holiday season!
My Photo access expires January 31, 2023. Please download all images before account access ends.
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 Customer support at cherryhill@portablenorthpole.zendesk.com or CHP’s customer support at help.myholidaymoments.com.
