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 Ultimate 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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See a quick video guide here.

On the portablenorthpole.com website:

1. Select Log in on the top right corner of the website.
2. Select Facebook, Google, or enter your email address and select Confirm Email.
3. Follow the instructions for the method you picked.

NOTE: To log out, select your name in the top right and then select Log out.

 

On the PNP mobile app:

1. In the Parents Corner, open the settings menu on the top bar.
3. Select Sign in - Sign up.
3. Select Facebook, Google/iTunes, or enter your email address and select Continue.
4. Follow the instructions for the method you picked.

 

To create an account with your email address you need:
- a valid email address (We recommend that you use a personal email address that you use regularly)
- a password with a minimum of eight characters
- your age

To create an account with Facebook, Google or iTunes, you will need to verify your age.

 

NOTE: Age verification is a legal requirement for any user wishing to access a commercial website according to COPPA policy. Read more about COPPA compliance HERE.

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Unfortunately, this isn't something that the elves are able to do at this time.

If you have accidentally made a purchase on the wrong account, please contact the elves with the following information about both accounts:

- Email address of the account
- Name of account
- Purchases made on the account
- Recipients on the account

Contact the elves HERE.

Please note that we cannot move videos or calls from one account to another.

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To access your account information on the PNP website:

1. Click Log in on the top right corner of the page and log in using your email and password combination, or by connecting with Facebook or Google.
2. Click your name and select My Account from the dropdown menu.


To access your account information on the PNP mobile app:

1. Open the application and log in using your email and password combination, or by connecting with Facebook or Google (or Apple Connect on Apple devices).
2. In the Parents Corner, select My Account.


You will be able to select your personal information, review your purchase orders (if applicable), reset your password, update your email, or delete your account.

 

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If you've forgotten your password, follow these steps:

1. Go to the Log in screen,
2. Enter your email, and select Confirm Email (on the website) or Continue (on the PNP mobile app).
3. Select Forgot password?
4. Check your email inbox for an email with instructions to reset your password.

NOTE: It may take a few minutes for the email to arrive, make sure to check your spam folder, or repeat the steps to double check that your email address is written correctly.

If you have forgotten what email you used to create your PNP account, please check your inbox for any emails from no-reply@portablenorthpole.com. If this doesn't help, please contact the elves HERE for help.

 

Can we do better? Let us know how here.

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If you have lost access to your PNP account, please contact the elves with the following information, and they will be happy to help!

Tip: If you aren't sure what email address you signed up with, please check your inbox for any emails from PNP. If you've received a PNP email (no-reply@portablenorthpole.com) at that email address, that should be the right address.

- Email address of the account
- When the account was created
- Name of account
- Purchases made on the account
- Recipients on the account
- Most recent videos that were made

Contact the elves HERE.

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If you have already created a PNP account, there are two possible causes for this error:

1. The email you provided is incorrect.

a. Make sure your email is entered correctly (xxxx@yyyy.zz).
b. If you have more than one email address, try a different one.
c. If you originally used your Facebook or Google account and are now using an email login, the email associated with your Facebook or Google account may be different than the email you have entered.

2. Your password is incorrect.

a. Passwords are case sensitive. Make sure the Caps Lock key on your keyboard is on/off.
b. If your password contains numbers, make sure the Num Lock key on your keyboard is on.
c. Check your keyboard language setting and make sure it's set as the one you normally use.

If you forgot your password, click Forgot password? in the login pop-up window. We will send you an email with the next steps.

If you're still having trouble logging in, contact the team for help HERE.

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NOTE: This topic will show you how to delete your account. If you only want to delete a video or call (Santa Video or Santa Call) from your account, please refer to THIS topic.

Remember that if you delete your account, all purchases, videos and calls you have created will be lost along with the account. We have no way of undoing this action.

If you are sure about deleting your account, these are the steps:

On the PNP website:
1. Select your name and select My account from the dropdown menu.
2. Select Delete account at the bottom of the page.
3. Confirm the account deletion in the pop up message.

On the PNP mobile app:
1. In the Parents Corner, select open the settings menu (in the header bar).
2. Select My profile/your account name.
3. At the bottom of the page, select Delete account.
4. Confirm the account deletion by tapping Delete account again in the pop up message.

 

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