If you're experiencing issues like:
- Still getting emails after unsubscribing from our newsletter
- Purchased a Magic Pass but it doesn’t show up in your account
- You’re still receiving emails despite having deleted your account
- Can't find your account
…it might be because you're using a masked email — and you may not even know it!
Let’s explain what that means and how to check.
- What’s a “Masked” or “Private Relay” Email?
When you sign into Portable North Pole (PNP) using Apple, Facebook, or Google, you may have chosen to hide your real email address. In those cases, Apple (and sometimes other providers) create a special, private email address — called a relay address — that forwards emails to your actual inbox.
It looks something like this:
example1234@privaterelay.appleid.com
This email belongs to you, but we can’t tell it’s connected to your regular address.
- Why it matters
When you use a masked email, it can cause confusion if you later:
-Try to unsubscribe from emails using your real email address (we only see the masked one)
-Delete your account but we can’t find it under your actual address
-Contact us for help with a purchase, but you’re signed in under a different, hidden email
-Use multiple sign-in methods and expect your items or Magic Pass to carry over
- How to check if you’re using a masked email (Apple Users)
To make sure your account is completely removed:
- If you signed in using Apple, follow these steps:
- Open your device’s Settings
- Tap your name at the top to open Apple ID
- Go to Password & Security > Apps Using Apple ID
- Find Portable North Pole in the list
- If it says “Hide My Email: On”, you’re using a masked email
- Tap it to view the private email address (e.g., example1234@privaterelay.appleid.com)
This is the email we have on file, and what you should share with our support team if you need help.
💡 Quick Tips
- If you want to avoid this issue, choose to share your email address next time you sign in with Apple.
- Still unsure? You can always contact our team with a screenshot of your app’s Account section and we’ll help identify the correct account for removal.