First things first, please check that you are logged in with the correct account.

Your PNP account may be tied to a different email than you iTunes, Google Play or Paypal account.
If you originally logged in via Facebook, Google, or iTunes Connect, be sure to use the same login method to access the same account.

Finally, if you shared an account with a partner to create videos for your family, is it possible that it was made with their email address?

If none of these is the case, please let us know HERE. The elves will need to know what email address your account is tied to, and if you have any purchase receipts this will help them investigate.

Can we do better? Let us know how here.

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With your account, you can access all of your Santa Videos and Santa Calls on any device (computer, mobile, tablet, iPod, etc.). No matter where you log in from, the videos and calls that you've personalized or purchased will appear automatically in My Creations.

This keeps your items secure and accessible even if you lose your device or update to a new one. Only Video Pass, Magic Pass or Magic Pass+ users can access their videos from previous years.

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In order to reset your parental code, you will need to uninstall and reinstall the PNP mobile app.

We didn't want to make it too easy for kids to figure out how to reset it. Once you log back in you will still have access to your account and everything you've made, but you will be asked to set up a new parental code.

For Android users, please find the PNP mobile app in your Settings > App menu, and clear the app data before uninstalling.

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While using the PNP mobile app, this error message may appear for several reasons:

1. The device you are using is not compatible with the PNP app. You can check compatibility HERE.
2. Your internet connection was interrupted, or is weak. You can check your connection speed HERE. A good download speed is at least 25 Mbps, and a good upload speed is at least 3 Mbps.
3. A connection error occurred with the PNP server, or Maintenance was being done. Please try again after a short time.

If the error continues, please try logging in to the PNP website (www.portablenorthpole.com) using the same PNP account.

If you still cannot access your account on the PNP website, please contact the elves HERE, and let them know all of the steps you've tried.

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This is a code that you set up on the PNP app to ensure the security of the parents section and keep the magic alive.

The first time that you open the Kids corner on the app, you will be prompted to set up your code. Once it's set up, you will need to enter it each time you return to the parents section.

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My Creations is where you can find all of your videos and calls. It contains everything you have created on the PNP website or mobile app.

Here you can watch, share, or edit your videos and calls and download your videos if you have a Magic Pass, Magic Pass+ or a Download Pass.

NOTE: On the website, only a certain number of creations will load at once. If you don't see all of your videos, just scroll down to the bottom of the page to load more.

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If you can't view your video message once you've received it, we recommend you try the following:

1. Restart your phone or computer to see if this solves the issue.
2. Make sure you are connected to the Internet. You'll need it to access your video.
3. Make sure you have the latest version of one of PNP's supported browsers (Edge, Google Chrome, Mozilla Firefox, or Apple Safari).

Note that PNP does not support Internet Explorer.

4. Make sure you don’t have a firewall or antivirus program that is blocking PNP.
5. Make sure your browser’s cache is cleared (click HERE to learn how to clean your cache).
6. Your internet connection might be too slow. If this is the case, it may take a long time to view your video. It is strongly recommended to use a high-speed internet.

You can check your internet speed HERE, if it below 10 mbps we cannot guarantee that videos will play correctly.

If you are still having trouble, contact the elves by clicking HERE. Be sure to describe the problem and make sure you send them the URL (the address at the top of your browser) of the Santa Video you are having trouble viewing.

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Make sure you're logged in to the same PNP account you used to create your Santa Videos. The video messages you created should appear in My Creations.

You can check which account you are logged in to by checking My Account. Make sure this is the same address you receive PNP emails at.

If your video has been loading for longer than 1 hour, please contact the elves for support HERE.

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On January 1st each year, all videos created in the previous year are archived.

All your videos (with the exception of Free Videos) from previous years can be accessed in My Creations if you have an active Magic Pass or Magic Pass+.

NOTE: On the website, only a certain number of creations will load at once. If you don't see all of your videos, just scroll down to the bottom of the page to load more.

All free videos are deleted on February 1st, except for free birthday videos which are deleted 30 days after the birthday.

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• It is possible to request new names if you have a valid Magic Pass or Magic Pass+, purchased during the allotted timeframe.
• You can request up to 5 names every year.
• Requests must be sent before November 22th.
• You will be notified by email no later than December 20th when your name becomes available.
• The process works on the desktop version of the website, and the PNP mobile application.
• We do not support requests through the mobile-responsive website.

We'll follow the steps to request a new name and pronunciation by creating a video and recipient from scratch.

When you are looking for the name of your loved one in the above screen, if Santa will say… gives the answer Sorry, there is no exact match for …, press the See other options button.  The following screen appears:

If you can't find a match at all, you can request a name.

To request a name, check the box in front of I confirm that none of the options matches the child's name then simply click on Request a new name now.

You will now be prompted to record the pronunciation.  When you press Start, your browser will try accessing your microphone.

The microphone might be inaccessible, fix that by giving your browser or the PNP mobile app the permission to use it.

Once the microphone works, say the name a few times within the 20 seconds given, until you are satisfied.

Note that only first names and nicknames are accepted. Sentences, inappropriate words, expressions, etc. will be refused when we evaluate the recording.

You should listen to your recording to see if it is acceptable to you.  If the recording is to your satisfaction, submit it.

You will get a confirmation on-screen and via email.

If you need to create a video immediately, you can choose to use one of the proposed nicknames, by pushing the Use this pronunciation button:

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You can find the My Recipients section by clicking on your name at the top of the page, or the menu dropdown on the PNP mobile app! In there, you can manage all of your recipients, which includes doing the following:

- Create recipients.

- View all your recipients.

- Opt in or out for an automatically generated birthday video for each recipient.

- Edit recipient information (their album can be found here if you want to upload/change pictures)

- Fill out form questions in advance if you have a Video or Magic pass.     

- Delete recipients.                                                  

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A recipient is someone, like your child or friends, you create a video or call for. Each time you create a recipient they are saved in the My Recipients section, that you can find by clicking on your name at the top of the page, or the menu dropdown on the PNP mobile app.

All of the recipients you've made will show up when you create a new video or call, so you can pick any of them and use the information you've already filled out.

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On the PNP website, select your name in the top right and select My recipients.

Or on the PNP mobile app, open the settings menu in the header bar, and select My recipients.

Additionally, when you create a video or call for someone new instead of using a recipient who is already on your list, a recipient is automatically added to your account to save all the information you've entered about them.

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When you are creating a video or call, in the Santa will say... section, you can select the Listen button to hear exactly how Santa will pronounce the name.

If this doesn't sound quite right, select Try other options, and you will see a list of other options for how the name will be pronounced. Remember that once you pick one, you can still change the spelling of your child's name without changing the pronunciation.

Still not right? Users who have purchased an early Magic Pass have the option to request a new name, and record exactly how it sounds, so that the elves can get it added to our database! Simply follow the instructions in the menu and wait for an email update. Just remember that it can take time to add, so make sure you make your requests early in the season!

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On the PNP website, select your name in the top right and select My recipients.

Or on the PNP mobile app, open the settings menu in the header bar, and select My recipients.

In this section, scroll to find the recipient you want to edit, and then select Edit.

You can change anything you would like—just remember to save when you're done.

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