Login & Account

Login & Account

  • Why do I need a PNP account to create videos and calls?

    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.

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  • Can I merge my separate PNP accounts?

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

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  • When I try to log in, I get a message that my email address and/or password are not associated with a PNP account.

    If you have previously created an 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, try an alternative one.
    c. If you initially connected with 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 your “Caps Lock” on your keyboard is on/off.
    b. If your password contains numbers, make sure the “Num Lock” 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. The elves will send you an email with the next steps.

    If you're still having trouble logging in, contact the Invengineer elves HERE.

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  • What do I need to create a new PNP account?

    To create an account with your email, all you need is a valid email address, a password with a minimum of eight characters, and 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.

    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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  • What are the different ways to create a new PNP account?

    There are two ways to create a new account on our website. You can use either enter 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.

     

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

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

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My Recipients

  • What can I do in the My Recipients Section?

    In this section you can manage all of your recipients, which includes doing the following:

    - View all your recipients.
    - Opt in or out for an automatically generated birthday video for each recipient.
    - Edit recipient information.
    - Delete recipients.

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  • How do I create a Recipient?

    When you create a video 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.

    The elves have made sure you never have to worry about saving a recipient, it's all done for you!

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Website

  • How do I access or modify my PNP account information?

    1. Click Log in on 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.

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

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  • I forgot my password. How do I recover it?

    If you've forgotten your password, all you need to do is select 'Forgot Password' on the login screen.

    The Postationists will send a link to your email address that will allow you to update your password and log in again.

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

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  • How do I delete my PNP account?

    NOTE: This topic will show you how to delete your account. If you want to delete an item (Santa Video or Santa Call) from your account, please refer to this topic.

    Deleting your account is easy peasy. But by doing so, you will no longer be able to access any of your personalized video messages.

    To delete anyway:
    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.
    4. Confirm the account deletion by clicking Yes when asked.

    NOTE: The elves feel compelled to notify you that this action cannot be undone!

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  • Why do I get the PNP website for another country when I try to access it?

    The elves can think of two possible reasons why this may occur:

    1. PNP websites are geolocated by country, so you should automatically access the website that corresponds to your location; however, if your Internet Service Provider (ISP) is located outside of your country, your ISP location will determine which website you will access.

    2. Your computer has a Virtual Private Network (VPN) configuration that is modifying your online computer region. Set your VPN to "Off" or change the settings to correspond with your country.

    If you're still having trouble, contact the Invengineer elves HERE.

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Mobile App

  • Why do I keep getting the "Connection problem with North Pole server" error message?

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


    1. You are trying to log in with an email address that does not exist on the PNP database, or you have entered an incorrect password.
    2. You are trying to sign up with an email address that is already associated with an account. Instead, use the email address to log into your existing account.
    3. A connection error occurred with the PNP server. This can be due to maintenance operations or an interrupted internet connection. Please try again later.
    4. If the error occurs during the creation/viewing of your video, and if the issue persists, the elves invite you to log into the website where you can create, modify, and view videos using the same PNP account.

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  • How do I delete my PNP account?

    NOTE: This topic will show you how to delete your account. If you want to delete an item (Santa Video or Santa Call) from your account, please refer to this topic.

    Deleting your account is easy peasy. But by doing so, you will no longer be able to access any of your personalized video messages.

    To delete anyway:
    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.

    NOTE: The elves feel compelled to notify you that this action cannot be undone!

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  • How do I access or modify my account information?

    To access your account information:
    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. Select from Edit Profile, Modify Password, or Delete Account. You will be able to change your personal information, reset your password, update your email, or delete your account.

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  • I forgot my password. How do I recover it?

    1. Open the application.
    2. In the connection window, enter your email associated with your PNP account and tap Continue.
    3. In the new window, tap Forgot password?
    4. Confirm the email address associated with your account and tap SEND. An email will be sent to you.


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


    5. Once you receive the email, simply follow the instructions to reset your password.
    6. If you want to reset your password at any time, go to My Account and select Modify Password.

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Contact Support

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