Why is the dance taking so long to load?
Dance loading times differ depending on the device. Newer devices will load dances in less than 1 second, but older phones and tablets can take from 10 seconds, up to 15 seconds before the dance loads and playback begins. The app needs time to process the created elf faces with the intended dance before playback can occur.
Why can't I access my photos on Facebook or Instagram?
First, ensure you are properly signed into your Facebook or Instagram account. The app uses the Facebook app or the Instagram app that can be obtained from your store page (App Store or Google Play). After you are logged into your account, photos and albums from your Facebook/Instagram account can then be accessed after permissions are properly accepted.
Only photos from your Facebook and Instagram account can be used. Photos seen from other Facebook accounts, such as friends or public accounts, cannot be accessed.
What happens when I buy a dance?
Dance videos purchased using the ElfYourself Mobile App will unlock the dance, allowing creation and playback up to 5 elf heads. Additionally, purchase of dances will allow social sharing of the dance you create and saving onto your local device. Any in-app purchases made from the ElfYourself Mobile Apps are saved using the iTunes or Google Play account the in-app purchase was made on. Your dances can be restored by selecting the “Restore Purchases” link from within the ElfYourself Mobile App.
I purchased dances before but cannot see them anymore when I reinstalled the ElfYourself Mobile App?
When the ElfYourself app is removed and reinstalled onto your device, you may need to restore your past dance purchases. Any in-app purchases made from the ElfYourself Mobile Apps are saved using the iTunes or Google Play account the in-app purchase was made on. Your dances can be restored by selecting the “Restore Purchases” link from within the ElfYourself Mobile App.
If I purchase dances and then delete the ElfYourself app from my device, do I need to purchase them again to get them back?
No, absolutely not! Purchased dances are saved on the iTunes or Google Play account that is associated with your device as an in-app purchase. For iOS devices, you can restore your past purchases by using the “Restore Purchases” page found in the menu slide-out (tap the icon on the upper-right seen on the Main Menu). For Android devices, any past purchases are automatically recognized by the ElfYourself Mobile App so you can download your dances again without the need to purchase. Dances can be restored by going to the MANAGE DANCES screen from within the app and selecting the DOWNLOAD ALL button.
If I get a new device, will I lose my dance purchases when I install the ElfYourself App on my new phone or tablet?
You will not lose any dance purchases you have made, as long as the same iTunes or Google Play account you originally made the purchase on is associated with your new device.
Purchased videos are saved on the iTunes or Google Play account that is associated with your device as an in-app purchase. You can restore your dance purchases from the “Restore Purchases” link found in the slide out menu (the horizontal 3-lined icon seen on the Main Menu and on the dance Playback screen).
Why did my dance fail to download?
If dances fail to download, please check and ensure there is a good internet connection on your device. Establishing a connection to a reliable WiFi connection is preferred to download your dances. On some occasions, our servers get pretty busy especially around the holiday season.
If you have a good internet connection and if dance downloads issues continue to occur, try to exit and restart the ElfYourself Mobile app and try to download the dances again. Also, let some time pass and try downloading the dances at a later time.
My dance failed to post when sharing?
Check and ensure there is a good internet connection on your device. Establishing a connection to a reliable WiFi connection is preferred to share your dances. When posting your created dance to social media, you will need to sign into your social media account first. This requires the social media app to be installed onto your device. For example, if you want to share to Facebook, you will need to have the Facebook app installed on your device. This is the same for Instagram, WhatsApp, etc. After you are signed into your social media account, then dances can be posted to your favorite social media service.
If you are receiving an error during the dance creation process before your dance can be shared, ensure you have enough space on your local device.
My email was never sent?
Check and ensure there is a good internet connection on your device. Establishing a connection to a reliable WiFi connection is preferred to share your dances. If the internet connection is good, then check the “Outbox” of the default email client of your device, as the email containing your ElfYourself dance may not be sent right away.
What happened to my favorite dance?
All of the ElfYourself dances can be accessed from the MANAGE DANCES screen. The MANAGE DANCES screen can be accessed from the slide out menu (the triple-lined icon seen on the upper-right of the Main Menu and also on the dance Playback screen). From there, you can find your favorite dance, all the available dances, purchase and manage the dances as well.
Why am I having trouble sharing my dance?
To share a dance from the ElfYourself mobile app, the dance must first be purchased to unlock the sharing features. Once the dance is purchased or if you have an active SEASON PASS subscription, a SHARE button is seen after you view the selected dance. Sharing options consist of posting your dance to popular social sharing apps, along with email sharing and saving your dance creation to your local device storage. Tap on the social share icon you would like to share your dance to, sign into your social media account and post your dance! A little secret to share with you… we also change the dances daily for the Free daily dance, so check back often to see when your favorite dance is available to share!
Can I use my uploaded faces in the desktop app?
Unfortunately, no. Faces that are uploaded using the ElfYourself Desktop App are not accessible from the ElfYourself Mobile Apps. However, the elf faces you create on the ElfYourself Mobile Apps are saved and accessible from the MY FACES library, so you can reuse your favorite face creations over and over again.
Can I change the order of the elf faces I create?
Yes! After you create an elf face and finish adjusting the face, you will see a screen titled “Another Elf?” You can change the face order by pressing and holding the face you would like to move and then slide the face to the position you desire.
Can I delete dances if my device is running low on space?
Yes, you can remove a dance to save space on your device. Tap the “options” icon on the upper-right of the screen and a slide out menu will appear. Select the MANAGE DANCES option. There, you can view all dances on your device. Select the REMOVE button next to any of the dances. This will remove the dance from your device to save space.
Note: you will not need to purchase it again and can download the dance when you want to enjoy and share it once again.
If I delete the ElfYourself Mobile App, will I lose the dances I created and saved to my device?
No, if the ElfYourself Mobile App is removed from your device, any dances you created and saved will remain in the device’s “photos” or “gallery” folders. However, your favorite elf faces you have accumulated in the MY FACES library will be lost.
What is the SEASON PASS?
The ElfYourself Season Pass is a 12 month subscription to ElfYourself mobile that will unlockALL dances, ALL share options, and will disable all ads during the subscription period. This subscription is auto-renewing and managed through your iTunes (Apple) or Google Play (Android) account. You can manage your subscriptions from your iTunes or Google Play account settings. Since the subscriptions are managed through Apple and Google Play, here are quick reference guides:
iTunes - https://support.apple.com/en-us/HT202039Google Play - https://support.google.com/googleplay/answer/7018481?hl=en&ref_topic=1689236
I bought all the dances before, do I need to buy SEASON PASS?
No, if you purchased dances in a previous version of ElfYourself, you will not need to re-purchase them. All past purchases can be restored. Purchased dances are saved on the iTunes or Google Play account that is associated with your device as an in-app purchase. For iOS devices, you can restore your past purchases by using the “Restore Purchases” page found in the menu slide-out (tap the icon on the upper-right seen on the Main Menu). For Android devices, any past purchases are automatically recognized by the ElfYourself Mobile App so you can download your dances again without the need to purchase. You can manage your dances from the MANAGE DANCES screen.
What is HIGH-RES VIDEO?
The HIGH-RES VIDEO is a new feature in the ElfYourself mobile apps that allows you to purchase a high-quality video of your custom elf dance!
After the purchase transaction is successful, ElfYourself will send you a video download of your custom dance in 1080p resolution! You need to input your email address, as ElfYourself will send you a confirmation email confirming the purchase, and another email with a download link when your high quality video is ready to download. The video can be downloaded and saved on your mobile device or your computer for sharing and enjoyment.
Please note that the HIGH-RES video must be downloaded within 30 days of purchase, and will not be available thereafter.
I purchased a HIGH-RES VIDEO, but I cannot find my download link, what do I do?
When you purchase a HIGH-RES VIDEO, you are asked to input your email address, so that ElfYourself may send you an email with a download link when your video is ready. If you cannot find our email, please look in your spam folder first, then please also check in your email client’s “Promotions” and “Social” folder, and any other location where your emails might be automatically stored. If you still cannot locate our email, please send an email to us to: support@elfyourselfmobile.com Be sure to include the email address you used when purchasing “HIGH-RES VIDEO” – we must have that email address to help you, as well as the approximate date and time of your purchase.
How do I report an issue or reach out to customer support?
Please first review this FAQ section for assistance. If the FAQ did not answer your questions, send us an email to: support@elfyourselfmobile.com
