Troubleshooting and FAQs

How do I get started?

Purchase a stocking online or in-store.

Once purchased, remove your stocking from the box and start setting it up.

There are 3 steps to follow to set up your experience:

Step 1 – Set up your stocking

Step 2 – Connect your smart phone to your stocking

Step 3 – Set up your account

Step 1 – Set up your stocking

Device compatibility

For the best experience, please use the one of the following to access:

Devices

iPhone 7 and above

Android 7.0 and above

iPad 4th gen. and above

iPad mini 2 and above

Operating Systems

Desktop

Windows 10 and and above

OS X 10.13.4 and above

Mobile/Tablet

iOS 11.3 and above

Browsers

Latest 2 versions of

Edge

Safari

Firefox

Chrome

How do I add batteries?

Open the box and reach under the stocking’s cuff. You will find a small pocket containing a power pack.

Gently pull the power pack out of the pocket. Push the lever to open the lid to the power pack and you can insert 3x AAA batteries.

Replace the lid and return the power pack to the pocket under the cuff.

How do I turn it on/off?

Installing batteries will automatically power the stocking up. White LED lights will flash 3 times once the batteries have been inserted and the stocking has powered on.

If you don’t see any lights flashing, please make sure fresh batteries are installed correctly and retry.

To power the stocking off, please remove the batteries.

The black button is a mechanical button on he battery pack. When pushed the lights flash and the stocking goes into pairing mode.

What type of batteries are required?

3x AAA Batteries

How do I replace the batteries?

Within the battery compartment, there is a small tab on the side of the case/cover to lift up and open.

The engraving within the battery pack demonstrates which end to insert the negative/positive end of the battery.

Still can’t get your stocking to work?

Get in touch and let us help you. Simply contact 13 69 37

Step 2 – Connect your smartphone to your stocking

How do I connect my smartphone to my stocking(s)?

To connect your smartphone to the stocking, you need to first download the Myer Connect app from the app store.

If you are on an iPhone running iOS you can download the Myer Connect app here.

If you are on a smartphone running Android, you can download the Myer Connect app here.

Make sure your smartphone is an iOS 9.0 for iPhone or Android 6.0 version or higher.

How do I use the Myer Connect app?

1 Ensure the Bluetooth on your smartphone is active and discoverable.

2 Open the Myer Connect app on your smartphone/device.

3 Ensure your stocking is in pairing mode.

The stocking is automatically put into pairing mode for 5 minutes after you add batteries. If you have added batteries but your stocking is not pairing, you can set the stocking into pairing mode manually. To do so, remove the battery pack from its pocket and locate the black button on the battery pack. Press the button - the stocking will start flashing when it is in pairing mode.

4 Return to the Myer Connect app and select the image of the stocking.

Your smartphone will look for a nearby stocking in pairing mode. If your smartphone can’t find a stocking, set the stocking into pairing mode manually (see step 2).

5 Once the stocking has been found, you select the ‘pair’ button.

Your smartphone should now connect to the stocking. Once paired, your app will show a confirmation on screen. If your smartphone does not pair, please ensure the stocking is in pairing mode.

6 Once the smartphone has connected to the stocking, you will be prompted to allow location services. You must allow access to your device location for Santa to find you this Christmas.

Worried about privacy? Please know the GPS does not capture or store any personal data. Location information is generalised at a suburb level. We will never share your private information with any third party. You can read our privacy policy here

7 Your stocking will now be ready to use. You can follow the link to set up your account.

If you have another stocking, you can repeat this process with each of your stockings and continue to set up an account after you have connected your smartphone to all stockings.

Why isn’t my smartphone connecting to my stocking?

There can be several reasons why you might experience issues connecting to your stocking. Please follow the below steps:

1 Ensure your stocking is powered on

Ensure the stocking has working batteries inserted and is powered on. To check if your stocking is powered on, remove the battery pack from its pocket and press the small black button found on the battery pack. The lights will flash if batteries are inserted correctly.

2 Ensure your stocking is in pairing mode

The stocking is automatically put into pairing mode for X minutes after you add batteries. If you have added batteries but your stocking is not pairing, you can set the stocking into pairing mode manually. To do so, remove the battery pack from its pocket and locate the black button on the battery pack. Press the button - the stocking will start flashing when it is in pairing mode.

3 Ensure the Bluetooth on your smartphone is active and discoverable.

Ensure Bluetooth is activated on your mobile smartphone and try connecting again.

4 Your smartphone and stocking may be out of range

Your smartphone and your stocking may be too far apart. Bluetooth has a range of approximately one meter. Try to move closer and attempt to connect again.

5 You are still having issues

If you are still having problems, try one last time to follow all of the below steps in sequence:

Take the batteries out of the stocking and re-insert them. Make sure they are working batteries.

Turn your smartphone off and on again.

Turn your smartphone’s Bluetooth toggle off and on again and ensure it’s discoverable

Try connecting your smartphone again.

If the problem persists, try deleting and reinstalling the Myer Connect app.

Can I connect my smartphone to more than one stocking?

Yes. You can pair your smartphone to up to 5 stockings.

To pair multiple stockings, insert batteries to one stocking at a time and follow the steps to pair. Once you have paired one stocking, move on to the next one.

If you have already inserted batteries to all of your stockings, the Myer Connect app will detect each stocking when trying to connect. When you click on one of the stocking names in your app, the according stocking’s lights will flash, so you can identify what stocking you are pairing with.

If you are having issues pairing multiple stockings, remove the batteries from all stockings but one and repeat the pairing steps as above.

Why are my stocking lights not flashing?

Ensure your stocking has working batteries inserted, Bluetooth on your mobile smartphone is ON and you’re within range of stocking connectivity (approx. 1m).

What is the Myer Connect ID?

The Myer Connect ID is a unique identifier you get assigned when you install the Myer Connect app. The ID helps connect your connected product with our web experiences.

What do I need to remember the Myer Connect ID for?

You will need to input your Myer Connect ID when you set up your account on the web experience. This will help the two systems talk to each other.

Where can I find the Myer Connect ID?

The Myer Connect ID is always on display in your Myer Connect app highlighted in orange.

If you delete the Myer Connect app and all its data from your smartphone, your Myer Connect ID will also be deleted. Any web platform using your Connect ID will not be connected to your connected product anymore and you will need to go through the setup again.

If you reinstall the Myer Connect app to your smartphone after deleting it, you will be assigned a new Myer Connect ID.

How do I add/change the name of the stocking?

All MYER connected devices can be managed through the Myer Connect app. Name or edit the name of your stocking in the setup section in the Myer Connect app. To rename the stocking, go to settings and tap ‘Rename’

How do I disconnect my smartphone from a stocking?

In the Myer Connect app, you can view all connected products your smartphone is connected to. Select the stocking you would like to remove and select ‘unpair'.

Still can’t get Myer Connect app to work?

Get in touch and let us help you. Simply contact support@myer.com

Step 3 – Set up your account

After you connect your smartphone to your stocking(s), you need to set up an account for kids and grown-ups.

On the device you would like to use the web platform, navigate to www.myerstocking.com.au. This could be your mobile or the family iPad, for example.

How do I set up the grown-up dashboard?

Once you are on the web platform, you will be prompted to enter your Myer Connect ID.

Lost your connect ID? The Myer Connect ID is always on display in your Myer Connect app highlighted in orange.

Once you have entered the Myer Connect ID, you will be asked to set up a pin to enter the grown up Dashboard. You will need this pin every time you access this area, so make sure you treat it like a password and keep safe.

How do I set up my child’s account?

Once you set your pin, you enter the grown-up dashboard. Here you can create an account for each child wanting to view the interactive map, send letters to Santa or create a wishlist.

You can create up to 5 accounts. They can all connect to one stocking, or they can each have their own stocking to connect to.

On the left hand side of the screen, you will see ‘add child’. Here you can add a name, assign a stocking and manually test the stocking light connection.

After you confirm all settings, you will be directed to add the app to your home screen for ease of use in future. We strongly encourage you to do so - it will make accessing the experience as easy as pushing a button.

If you would like to add another account, navigate to the web experience from your home screen shortcut, find the lock icon, enter your pin and you are back in the grown-up dashboard.

Repeat the above steps.

Still can’t get your accounts set up?

Get in touch and let us help you. Simply contact support@myer.com

Using the kids platform

If you followed the steps to set up all accounts, you are all set up and ready to go have fun.

Select the Myer Stocking icon from your home screen or navigate to www.myerstocking.com.au in your browser.

Select the account avatar to enter the kids platform.

You will land on the interactive map, a 3D globe that can spin around, showing your stocking location as well as Santa’s workshop.

The letter icon brings you to the letter section, where you can draw and create a letter for Santa. Can’t read or write yet? No problem - the arts and craft section can be used without those skills and a grown-up can help with the ABC section.

Once you have done your letter, you can create a wishlist. Simply select the items you want to add and send it off to the North Pole.

The inbox section will light up if Santa sent you a response to your letter. Select it to read and respond.

Using the grown-up dashboard

Look out for the lock icon to enter the grown-up dashboard. It will ask for the pin you set up when you created the account - because this section is for grown-ups only.

In the dashboard, you see a list of all accounts on the left hand side. To edit an account name or to delete it, select the edit button.

Select an account to see any letters and select reply to help Santa out with his responses. Manually flash the stocking lights to let your kids know Santa responded.

View each account’s wishlist, deselect the items Santa better not get for the kids and share the list with family and friends.

With one click you can view the item on myer.com.au.

How do I reset my pin?

Open Global Positioning Stocking > (Lock Button) > Forgot your pin? > Enter Myer Connect ID > Type in a new pin

Why are my stocking lights not flashing?

Ensure Bluetooth on mobile is ON and that you’re within range of stocking connectivity (approx. 1m).

Privacy and personal information

What’s your privacy policy?

The GPS does not capture or store any personal data, and location information is generalised at a suburb level. We will never share your private information with any third party. Read our privacy policy here.

What personal information do you capture?

The Myer Global Positioning Stocking pairs with our Myer Connect native app via Bluetooth and assigns each person an anonymous Connect ID.

This allows us to offer a connected experience through the entire digital ecosystem, without capturing or storing any personal information. We use your connected mobile smartphone’s location to show the pin on the interactive map. The location information is generalised and at a suburb level.

Geolocation and privacy

The Myer GPStocking lets Santa know wherever you are by connecting to your Myer Connect native app and accessing your geolocation through your mobile device. Geolocation data is abstracted to a suburb level and anonymously stored in an encrypted database.

This means that the location we store and display will only ever be as precise as the general suburb the stocking is in. Any data we transfer is encrypted during transfer and on arrival for an additional layer of security.

As a standard, our technical architecture is designed to protect against the OWASP top 10 most seen application vulnerabilities.

Caring for your stocking

How do I take care of my stocking?

Caring for your stocking requires special care and handling to protect the LED components inside. Do not pull or dislodge the LED components with excessive force and refrain from stretching or pulling apart the stocking material to ensure the layout remains intact.

Do not get the stocking or battery wet in any way.

Can I wash my stocking?

No - the stocking contains a power pack and LED lights and therefore can not be washed. You can spot clean your stocking, taking extra care not to get the stocking and batteries wet.

How do I store my stocking after Christmas?

To store your stocking, please remove the batteries, fold the stocking and place it back into its original box.

Do you have any more questions or concerns?

Get in touch and let us help you. Simply contact support@myer.com.

How does it work?


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