Why isn't my child's name displayed correctly in the video message?

Don't forget that there's a distinction between the name displayed on screen and the way Santa pronounces it (display vs. audio). The name displayed is exactly the one you've enter in the form—not the one selected as a pronunciation.

However, if you are using special characters in the first page of the form (e.g. Arabic, Chinese, etc.), it's possible that the characters are not supported in Santa's Big Book. Check to make sure that you wrote your child's name correctly in the form and avoid using characters outside the Roman alphabet.

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