We are sorry to hear you’re having issues, please contact Mattel Customer Service at  https://service.mattel.com/us/ContactUs.aspx  or 1-800-524-8697 for further assistance.

Elsa’s shoes are packed out separately in a poly bag that is taped to the packaging behind the doll.

The talking figure reading platform in the Sofia the First Magical Talking Castle recognizes that Prince James, King Roland, Queen Miranda, or her friends are on the platform, and reacts by Sofia speaking to them or about them in her own voice or with trumpet sounds. Sofia, Clover and Amber are the only characters who prompt their own voices when placed on the talking platform. The castle will only give the correct responses when using a figure that has a colored shape on its base. An incorrect response can also occur if it is being used in a brightly lit room or direct sunlight or the figures are placed on or removed from the special base too quickly. The figures must be placed on the special base for a full second to work properly. If you continue to receive incorrect responses from figure reading platforms, Please contact our Consumer Relations team so they can help. Live chat, phone or e-mail support is available Mon.- Fri., 9:00 a.m. - 6:00 p.m. EST. You can find our contact information here http://bit.ly/qarFdw.

Click the link below and follow these instructions to update your Tech Touch Lightning McQueen.

https://service.mattel.com/us/Docs/Tech_Touch_Lightning_McQueen_Unlock.exe

1. Click the "Download App" button to download the update to your PC.
2. Click "Save" to save the app.
3. Tech­_Touch_Lightning_McQueen.zip will download to your Downloads folder. Double click this file.
4. Click to “Run” the app if prompted by your Internet browser.
5. A window may open, saying: “Windows protected your PC.” If you see this window, click “More Info”, then "Run Anyway,"
6. The app should open.
7. Make sure Tech Touch Lightening McQueen has batteries installed.
8. Connect Tech Touch Lightning McQueen to PC with included USB cable.
9. Press Tech Touch Lightning McQueen’s button to power him on. A USB symbol should appear.
10. Click the “Update” button in app. Keep Tech Touch Lightning McQueen plugged in.
11. When “Update Completed!” appears, exit the app.
12. Unplug Tech Touch Lightning McQueen. Enjoy three (3) new race tracks from Cars 3 -- Midnight Run, Willy’s Butte, & Victory Lap!