Customer service message and call volumes are unusually high due to the holidays. We are 100% committed to bringing the magic of Hatchimals to all of our consumers. We apologize for difficulties getting through and extended wait times. To provide the best service possible, we have increased the number of Consumer Care representatives, extended our hours, and increased the capacity for callers in the queue to help prevent calls dropped due to the holiday volume.

We have also created troubleshooting tips and a video with the Top 5 Things To Know About Hatchimals:

Simple tips have resolved a great many issues, such as:

  • Changing the batteries which may have worn out during the Hatching process
  • Turning the plastic ‘locks’ located underneath the egg 90 degrees and pulling them out from underneath the egg will activate the hatching process
  • If your Hatchimal is falling asleep while you are holding it, simply put it down for a minute or two before picking it back up to wake it

Spin Master’s vision is to make life more fun. It is our priority to ensure our consumers are happy with our products and we are determined to work through and resolve any challenges you may be experiencing. Your patience is greatly appreciated at this busy time.

Spin Master's Customer Care team can be reached at

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