The elves can think of two possible reasons why this may occur:
The link to the video is not valid anymore.
- If your video was created before 2015, it may not be available anymore. If you want access to the video, ask the creator if it was saved in HD as a keepsake.
- If your video was created since 2015, the link could have been changed while the website was being updated. Log into your account on this year's website and verify that your video is still safely stored in My Creations.
The elves suggest contacting them HERE to describe the problem you're experiencing.
NOTE: Be sure to send them the URL link (the web address in your web browser) of the Santa Video you're having trouble viewing.