Premium video messages from Santa are the most exciting treats you can surprise your loved ones with for Christmas! Magical storylines reveal exclusive footage from Santa's Village, with up to 6 minutes of Santa screen time. Choose from tons of scenarios and have fun personalizing the video with details such as the child's personality, close friends, habits, location, good deeds, desired gift, and more!

Available on the website or mobile app, Premium Videos let you add up to 5 photos and include a VIDEO EXCLUSIVE (the news everyone's been waiting all year for): Santa's Verdict. Has your loved one made Santa's Nice List this year?

All Premium videos can be personalized with an unlimited pass or a single premium video purchase.

With the Magic Pass, Magic Pass+ only, you can also download them in 1080HD as a keepsake and have exclusive access to our new multi-device scenarios that combine a video and a call at the same time.

NOTE: As long as you have an active Magic Pass or Magic Pass+, you can access your videos at any time.

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This trial video is free for a limited time during the Christmas season for grown-ups to personalize for children on both the website and mobile app. It has been specifically created to give younger loved ones a glimpse into the magical world of Santa's Village.

NOTE: Free Videos do not include Santa's Verdict.

All free Just for Kids videos can be watched online until February 1st following the holiday season. Afterwards, they will be deleted from your account. Before they are no longer available, upgrade to a Magic Pass or Download Pass and download them on any local device (desktop, laptop, mobile, tablet, etc.) as a keepsake.

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This trial video is free for a limited time during the Christmas season grown-ups to personalize for children on both the website and mobile app. It has been specifically created to give younger loved ones a glimpse into the magical world of Santa's Village.

NOTE: Free Videos do not include Santa's Verdict.

All free Grown-Ups videos can be watched online until February 1st following the holiday season. Afterwards, they will be deleted from your account. Before they are no longer available, upgrade to a Magic Pass or Download Pass and download them on any local device (desktop, laptop, mobile, tablet, etc.) as a keepsake.

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Available all-year-round, this video is free for grown-ups to personalize on both the PNP website and mobile app.

Free Birthday Videos can be viewed on both computers and mobile devices and are available for up to 30 days following the recipient's birthday. Afterward, they will be deleted from your account. Before they are no longer available, upgrade to a Magic Pass or Download Pass and download them on any local device (desktop, laptop, mobile, tablet, etc.) as a keepsake.

NOTE: When you create a new recipient, adding their birthday will opt in to having the free birthday video generated for them each year. This can be turned off in the My recipients section if you wish.

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After you make a video, you can edit anything except for the video scenario.

To edit your videos:
1. Go to My Creations, and open the Videos section.
2. Click Edit on the video you want to edit.

If you download a video (with a Magic Pass or Download Pass), you can still edit it, just remember that it will need to generate again before downloading again.

NOTE: While the video is generating (with the turning wheels animation), edits cannot be made.

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Don't forget that there's a distinction between the name displayed on screen and the way Santa pronounces it (display vs. audio). The name displayed is exactly the one you've entered in the form—not the one selected as a pronunciation.

However, if you are using special characters in the first page of the form (e.g. Arabic, Chinese, etc.), it's possible that the characters are not supported in Santa's Big Book. Please make sure the spelling of the name is exact in the form and no characters outside the Roman alphabet are being used.

NOTE: You can always go back and edit this. Find out how HERE.

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When you create a birthday video message, the birth date entered is used to calculate the child's birthday and age when their next birthday comes around. This means that if the video was created after their birthday, it will calculate the age that the child will be next year.

If the child was born on August 7th, 2011, and you create a birthday video on August 10th, 2020, the age in the video will be 10 years old.

If you want your Birthday Video to be viewed AFTER the birth date, the elves suggest the following:
1. Go to My Creations and open the Videos section.
2. Click Edit in the video details of the birthday video, then go to the first page of the form.
3. Change the birth year to set it one year later.
4. Click Save and accept the changes.
5. Go to My Creations and click the Play button in the video preview. Remember that the video will need to regenerate again.

You should now see and hear Santa say the correct age, even if you're watching the video after the birth date.

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Included with a Magic Pass, many of our videos have a plural option, which let you include either multiple recipients, or a group as a whole.

You can find these with the other videos available in the Videos page, in the options that pop up when you select specific videos.

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Please make sure you're using one of our accepted formats: JPG, JPEG, GIF, and PNG. Any other formats won't work with the PNP Application.

The size of your picture is also very important. Be sure your picture has a minimum resolution of 640x480 px and you haven't exceeded the maximum size of 8 MB. If your picture is too small or too big it will be refused due to being too low quality to appear properly in your video.

On iOS, you can long press a file in the Files app to see its information: https://support.apple.com/en-ca/guide/ipad/ipad49b77901/ios

On Android, you can find this information in the Files app: https://support.google.com/android/answer/9110661?hl=en

If you can't see the bottom of the pop-up box on the website, it is likely due to your screen resolution. Place your cursor on the pop-up box and scroll down using your mouse wheel. If this doesn't work, or if you don't have a mouse connected to your computer, zoom into your browser by pressing the keys Ctrl and - simulateously. It should zoom out of your screen and allow you to see the navigation buttons. To zoom in again to 100%, repeat this action with the keys Ctrl and +.

If you continue to have trouble, the Invengineer elves suggest you download the latest version of your web browser. If this doesn't help, contact the elves for support HERE.

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There are a few possible reasons for this:
1. Every required field must be completed, otherwise, a warning message will be displayed.
2. Your session may have expired. Just close the window and restart your browser.
3. The command may not work because cookies are not enabled in your browser. If that's the case, you need to enable cookies. To find out how to enable cookies in your browser, click HERE.
4. Verify your internet connection. An active connection is required to validate the different form pages.

If you're still having trouble, contact the elves for support HERE and be sure to tell them what steps you've already taken.

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Viewing a video message is easy! Just click on the play icon on the video thumbnail in My Creations while you're logged into the website or the PNP mobile app.

You can also view your video by clicking on the link sent to you in the email notification you receive when your video has been created. If someone shared a message with you by email, you can also click the link in the email body to view the message without being logged in.

Don't forget that you can watch your videos no matter where you are by downloading our free PNP mobile app in the App Store (for Apple devices) or GooglePlay (for Android devices).

If you are running into any trouble watching your video, let the team know HERE.

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All videos created on the website are also available in My Creations on the PNP mobile app, since the videos are connected to your account and not the device they are created on.

All your personalized video messages are available on any mobile device or computer. Just install the free PNP mobile app available in the App Store (for Apple devices) and Google Play (for Android devices) and connect to your PNP account.

Once it's installed:
1. Log in using your email and password combination, or by connecting with Facebook or Google.
2. Open the Parents Corner.
3. Go to My Creations > My Videos.
4. Click the Play icon on your Santa Video thumbnail.

Sit back and enjoy the magic!

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Creating a video on the PNP website app is easy!

1. Open the Videos page.
2. Select Create on the video that you want to make, or Get to purchase a video you don't yet have.
3. Fill out all of the form options and complete the process by selecting Create Video.

You will receive an email notification when the elves have finished creating your video and it is ready to watch!

Once the video is completed, you can find it in your My Creations page. From here you can either select on the video directly to watch it, or use the share options.

We also have a video showing the steps above.

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Creating a video on the PNP mobile app is easy!

1. Open the Parents Corner and select the Videos section.
2. Select Create on the video that you want to make, or Get to purchase a video you don't yet have.
3. Fill out all of the form options and complete the process by selecting Create Video.

You will receive a pop-up notification once the elves have finished creating your video and it is ready to watch!

Once the video is completed, you can find it in your My Creations section. From here you can either select on the video directly to watch it, or use the share options.

We also have a video showing the steps above.

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When you enter a recipient's birthday while making a video you will see an option referring to an automatic birthday video.

By opting in for the automatic birthday video, you will ensure your loved on receives a special personalized message from Santa on their birthday. Not only is this a fan-favorite video, it is also completely Free.

If you would like to opt out of the automatic video, you can enter the recipient's age instead of birthdate. Or you can turn the option off by following these steps:

1. Open the My recipients section:

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 top bar, and select My recipients.

2. Find the recipient you want to update, and toggle the Free Birthday video off.

NOTE: If the recipient was created without a birthday, you can add one by editing the recipient from this same section.

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It's easy to share your Santa Videos!

On the PNP website, find the video that you want to share in My Creations, and select the Share option. This option allows you to share your video with your friends and family on Facebook, Twitter, WhatsApp or by sending a link via email.

On the PNP mobile app you can select the video you want to share, and pick any of the displayed share options to share a link to your video on any applicable app you have installed on your device.

NOTE: Remember that you need to choose to send the video for the recipient (to kid) to keep it free from links to create more videos! Any emails shared for the little ones should be sent to a parent or guardian.

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If you're expecting an email from PNP but haven't received it yet, start by looking in your spam or junk folder. Your email service may not recognize PNP's email address and mark it as spam. If so, tell your email reader application "this is not spam" by adding PNP's email address to your list of contacts or list of secure/verified senders or by clicking the "this is not spam" or "this is not junk" button.

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To share your Santa Video on social media as a link, you can use the share option for that video in My Creations, and select the platform you would like to share to.

To upload your Santa Video file directly, you can download the file with a Magic Pass, Magic Pass+, or Download Pass (Free videos).

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First you need to find the video in My Creations. Open the video page and you should see sharing options at the top of the screen.

On this page you will find the option to toggle Visible in the kids corner, which will make the video show up for the little ones.

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To keep all of our user's data safe, it is impossible to identify the sender of a Santa Video, even if the sender were asked to complete a field to this effect. The elves are aware of the possibility of malicious activity via erroneous video notifications; therefore, as a precautionary measure, the Invengineers offer the following recommendations:

1. When in doubt about the source of an email, do not open it. If you do, do NOT click any links it contains.
2. The person who sent the video is usually identifiable; for example, their name would appear in the subject line. So, if the subject line is impersonal and you do not recognize the sender, proceed with caution.
3. If you believe you have received a fraudulent email claiming to originate from PNP, use the Report Abuse button displayed at the top right of the video player to send it to Customer Support. The elves use this info to fight spam and phishing attempts.

Other recommendations for preventative measures:
1. Make sure you always use the latest version of your browser so it can flag malicious websites.
2. Add PNP's email address to your list of senders so that you only receive video messages meant for you.
NOTE: This does not guarantee that you will never receive any hoax videos.

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Often, this is caused by a typing error in your recipient's email. Please double check your recipient's email address.

If you know that your recipient's email was correctly entered, the email may have been marked as spam by your recipient’s email server. If this is the case, the email might be in their spam or junk folder. Advise them to add PNP to their authorized senders using the instructions HERE.

As the video message creator, you should have received an email confirming the creation of your video with a link to the file. Should either of these solutions fail, you can also forward this email to the recipient directly.

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With a Magic Pass, Magic Pass+, or Download Pass, you can download your video as many times as you please.

Just go to My Creations, find the video you want to download, click the Download icon, and your video will download onto your computer or mobile device.

Here's a quick video on the topic: LINK

NOTE: Due to browser limitations, downloading is not possible on the Safari browser. We recommend using Chrome.

If you are experiencing problems downloading your video, you can try refreshing the page and clicking the Download icon again.

In some cases, you will need to right-click on the download option and select Save link as or Download Linked File As. This will give you an option to name the file, and choose where to save it.

If you still can't download your video, contact the elves for support HERE.

Please see an example below:

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Free Videos are deleted after a short period of time and Premium Santa Videos are archived; but downloading your videos will allow you to revisit fond memories and enjoy your videos until the end of time!

The elves would also like to point out that by using this feature, you can:
1. Keep your videos in MP4 format on any local device.
2. View your videos at any time, even when you are offline.
3. Copy the file to a DVD, USB, or any storage device, to preserve your Christmas memory long after it ceases to be available on Portable North Pole.
4. Publish it on your own website, blog, YouTube channel, etc.
5. View it in widescreen format on your TV.

Plus, the outstanding quality of downloaded videos makes Santa's Village appear all the more magical...

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Personalized video messages are downloaded in mp4 format with the following specifications:
Resolution: 1920 x 1080
Video: H264, 24 FPS
Audio: AAC, 48khz, Stereo (L/R)
Data rate: +/- 3Mbit/s

The format will work on most computers, laptops, tablets, and smartphones. If you don't have a media player that supports this format, the Invengineer elves recommend downloading the following free player on your computer: http://www.videolan.org/vlc/index.html

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If you're downloading from the website, it depends on your browser settings. If the path wasn't specified, the video usually appears in your downloads folder.

On our mobile app on Apple devices, the file should download into your photo library.

On our mobile app on Android, the file should download into your photo library or to your downloads folder.

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Found in the Kid's Corner on the mobile app, Santa or Mrs. Claus can help tuck your little one in to bed with magical tales from the North Pole!

Available exclusively with the purchase of a Magic Pass.

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