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.

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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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For users with a lock on their devices, your parental code is the same as the lock on your phone. This could be a passcode, a pattern, a fingerprint, or facial recognition.

For anyone without a lock on your phone, in order to reset your parental code, you will need to uninstall and reinstall the PNP mobile app.
For Android users, please find the PNP mobile app in your Settings > App menu, and clear the app data before uninstalling.

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.

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If you're having trouble logging in on your iOS 13 device with your Google information, try using the ''Forgot Password?'' option. You should then be able to log in through your email and password!

Should you still be experiencing issues logging in, please contact the elves HERE to get things sorted out!

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There are two ways to create a new account on our website. You can use either a valid email address or your preferred social media account (Facebook or Google).

1. Click Log in on the top right corner of the website.
2. Select your preferred option: Facebook, Google, or Email.

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

 

There are also two ways to create a new account on the PNP app. You can use either a valid email address or a social media account (Facebook or Google).

1. Open the PNP mobile app.
2. In the Parents Corner, select the gear on the top right.
3. Select Log In on the top right.
4. Sign in using Facebook, Google, or Email. On Apple phones and tablets, you can also sign up using Apple Connect.
5. Confirm your email address via the PNP email you received.

NOTE: To log out, tap Log Out at the top right corner of My Account (the gear button) in the Parents Corner.

 

To create an account with your email, all you need is a valid email address that you have access to, a password with a minimum of eight characters, and your age. We recommend that you use an email address that you use regularly in order to keep track of your PNP account and videos that you've made.

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.

For an account linked with Facebook or Google, the elves will only verify your age if necessary, for the same reasons.

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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. On the mobile app or the website, go to the Log in screen, enter your email, and select Confirm Email (on the website) or Continue (on the PNP mobile app).
2. Select Forgot Password.
3. On the website, double check that your email is correct, and select Retrieve your password.
4. The Postationists will send a link to your email address that will allow you to update your password and log in again. Once you receive the email, simply follow the instructions to reset your password.

Remember, if you want to reset your password at any time, go to My Account and select Modify Password.

NOTE: If you don’t see an email after a few minutes, make sure to check your spam folder, or repeat the steps in case you entered the wrong email address.

If you have forgotten what email you used to create your PNP account, please check your inbox for any emails from PNP. Failing this, please contact the elves HERE for help.

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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 in 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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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 website:
1. Click Log in at the top right corner of the page 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.
3. Click Delete my account at the bottom of the page.
4. Confirm the account deletion by clicking Delete my account again.
5. Confirm the account deletion by clicking Yes when asked.

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.
2. In the Parents Corner, select My Account.
3. At the bottom of the page, select Delete Account.
4. Confirm the account deletion by tapping Delete Account again and then selecting Yes, delete.

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