Customer Technical Support

Please read this page for help before contacting us between 10 a.m. and 11 p.m. Eastern Time (UTC -4) 7 days a week at customerservice@webchatswithcharacter.com

Minimum Requirements:

• A fairly fast PC or MAC with an up to date operating system.
• Microsoft Internet Explorer version 6.0 or higher, Firefox, Google Chrome or Apple Safari.
• Adobe FLASH Installed on your favorite browser (Get it here).
• Cookies must be enabled
• A High Speed DSL or Broadband Internet connection.

Most common customer service issues:

Forgotten password:

• You may retrieve your password by Clicking this link

Video not appearing:

• You do not have Adobe Flash properly installed. Test it here. || Get it here
• Your connection to our servers have failed. Try reloading the page and trying again.
• You are connected via a Proxy. VisitSantaOnline.com is not compatible with Proxy connections. Test it here.
• Your connection may be too slow (less than 250kb/s). Test your speed here.
• The broadcaster's connection may be too slow. Try another chat room.

Video freezes:

Video Freezing can be caused by a sluggish computer or internet connection. Improve your Computer's performance by:

• Closing unnecessary programs.
• Closing all file transfer or music sharing programs (Example:  Limewire)
• Using Wireless? We don’t recommend it, but…Please move closer to your Wifi router or use a wired connection.
• If you must use Wireless (you’ll get better results if you don’t!), replace WEP Encryption if used with MAC Address security   instead.
• Update the drivers for you network adapter and video cards.
• Make sure your operating system is up to date.
• Run a Virus or Adware scan to make sure your computer is free of any problem software.
• Test your ISP's connection speed at DSLReports.com. If your connection is slow, the video quality from VisitSantaOnline.com will be bad.

No Sound:

• Turn up your speakers. Make sure speakers or .wav sound is not set to Mute.
• Make sure performer is broadcasting sound.

Still no luck? CLICK HERE to contact technical support.