Skip to main content

Elfventure Support

Need help with Elfventure? Email us at support@saassy-saas.com and we aim to reply within two working days. Please tell us whether you are on iPhone or Android and roughly when the problem happened; never send us photos of your children.

Frequently asked questions​

How do I get into the Parent Portal?​

In Kid Mode, press and hold the large elf picture for about a second and a half, then enter your PIN. If you have turned on Face ID, Touch ID or fingerprint unlock, you can use that instead of typing the PIN.

I have forgotten my PIN​

There are no accounts, so we cannot reset a PIN for you. If you turned on Face ID, Touch ID or fingerprint unlock, tap Forgot your PIN? on the PIN screen and unlock that way, then choose a new PIN. Otherwise the only way back in is Reset the app, which deletes everything on the phone (children, saved items, coins and the PIN) so you can set it up again.

How do coins work?​

Cards, the Elf Planner, the Kindness Constellation, Christmas Around the World and the Santa Tracker are free. Elf videos, doorbell videos, Animate My Elves, video calls, voicemails, evidence pictures and bedtime-story packs use coins. Coins are bought once in packs, never expire, and are shown with your local store price in the coin shop.

A video could not be made. Do I lose the coins?​

No. If an item fails, its coins are returned to your balance automatically. You can try again straight away.

Can I move my coins to another phone?​

Coins stay on the phone they were bought on, because the app has no accounts. Restore purchases re-applies purchases your Apple or Google account recognises on a new device, but items you have already made do not transfer.

How do I get a refund?​

Refunds of purchases are handled by Apple or Google. On iPhone, go to reportaproblem.apple.com; on Android, use your Google Play order history. Failed items are refunded in coins by the app automatically.

A scheduled video call did not ring​

Calls ring using a notification. Check that notifications are allowed for Elfventure in your phone's settings, that the phone was not in a Focus or Do Not Disturb mode that blocks it, and that the call was staged for a time still to come today. The call is always available to open from Kid Mode even if the ring was missed.

Does the app record my child?​

No. The app never uses the microphone and has no recording feature. Father Christmas's answerphone is listen-only: your child speaks out loud to the room and nothing is captured.

Can my child type to strangers or buy things?​

No. Kid Mode cannot send messages to anyone except the moderated Father Christmas chat (if you have switched it on for an older child), and every one of those chats can be read in full in the Parent Portal. All purchases and all features that send data sit behind your PIN.

How do I delete my data?​

Delete single items, a child's profile, or use Settings and privacy → Delete everything. Deleting the app removes everything on the phone. Details, including what to do about the one thing our server keeps, are on our data deletion page.

Something the app made looks wrong or upsetting​

Every item has a Report this option in the Parent Portal. Use it, or email us, and we will look into it. Please check an item yourself before showing it to a child.

© 2026 Saassy SaaS