Website: My Creations

The Video Player

  • How do I watch one of my Santa Videos Online?

    Viewing a video message is painless! Just click any of the Play icons on the video thumbnail in My Creations > My Videos while you're logged into the website.

    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 mobile app in the App Store (for iOS devices) or GooglePlay (for Android devices).

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  • Why can’t I watch my personalized video message?

    The elves can think of a few reasons why this may occur:
    1. You just completed your personalization and the video is still being created. This process should take about 2 minutes, depending on the number of videos being processed on the server simultaneously. Once your video is ready, you can watch it as many times as you wish!
    2. You did not complete the personalization form. If you already have, the session expired before it was saved (this happens if you take more than 1 hour to complete the form).
    3. You completed your personalization form, but decided to make a modification and then did not complete the process.

    If none of these situations apply to you and you're still having trouble, contact the elves HERE. Be sure to describe the steps you've taken to try to resolve the problem.

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  • Why am I having problems viewing the Santa Video I received on the web?

    If you are unable to view your video message once you've received it, and the error in unknown, the Invengineer elves recommend you check the following:
    1. Make sure you are connected to the Internet. You'll need it to access your video.
    2. You may not be able to view your video during business hours because of a server overload. If this occurs, try again later.
    3. Make sure you have the latest version of one of PNP's supported browsers (Internet Explorer, Google Chrome, Mozilla Firefox, or Apple Safari).
    4. Make sure you don’t have a firewall and that your antivirus software is not causing the problem.
    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 could take a long time to view your video. It is strongly recommended to use a high-speed internet.

    If you are still having trouble, contact the elves by clicking HERE. Be sure to describe the problem and making 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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  • How do I transfer a Santa Videos from my web account to my mobile device?

    All your personalized video messages are available on any mobile device. Just install the free Portable North Pole mobile application available in The App Store and Google Play 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. Choose a 4-digit parental code to access the Parents Corner.
    3. Go to My Creations > My Videos.
    3. Click the Play icon on your Santa Video thumbnail.

    Sit back and enjoy the magic!

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  • How do I transfer my HD video message that I purchased on the web to my mobile device?

    Santa Videos download in an mp4 format so that they are easily transferable on mobile devices. Please refer to your mobile device manual's instructions to transfer a mp4 video file on it.

    The elves want to remind you that you can also create, view, and download your videos on the free PNP mobile app available on The App Store or GooglePlay.

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Video download in HD

  • What is the "Download HD" option?

    The Download HD option is only available to Magic Pass holders on the Portable North Pole website and mobile app. It allows you to download a video message you've created in High Definition on any local device as a keepsake.

    The Download HD button will appear next to your personalized Santa Video in My Creations. You can download your video on any local device (desktop, laptop, mobile, tablet, etc.) an unlimited number of times!

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  • What are the advantages of downloading my Santa Video in HD?

    Free Videos are deleted after a short period of time and Premium Santa Videos are archived; but downloading your videos in HD 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 High Definition (HD) 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 HD videos makes Santa's Village appear all the more magical!

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  • What is the format, resolution, and size of the HD video messages?

    Personalized video messages are downloaded in mp4 format with the following specifications:
    Resolution: 1280x720
    Video: H264, 24 FPS
    Audio: AAC, 48khz, Stereo (L/R)
    Data rate: 3.64 Mbit/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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  • How do I download a video message in HD to my computer?

    Simple! Just go to My Creations > My Videos and click Download HD. The message "preparing HD" will appear for few minutes. When it changes back to "Download HD", click it again and your video will download onto your device.

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  • When will my HD download be ready?

    Your Santa Video must be converted to a format that can be downloaded. This process can take any time between 2 minutes and 2 hours, depending on the number of videos being processed on the server simultaneously. Once the video is ready, you will receive an email notification confirming that it is ready to be downloaded.

    Alternatively, to verify if your download is ready:
    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. Go to My Creations > My Videos. If your HD video is still being prepared, the video tile will display a "Preparing HD" message. Once the status changes to "Download HD" again, the message is ready to be downloaded.
    NOTE: You may refresh the page every minute or so to check if the process is completed.

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  • Can I re-download a HD video I've already personalized?

    Definitely! You can download your video in HD as many times as you please. Whatever makes you feel warm and fuzzy inside.

    If you're experiencing problems downloading your HD video, you can try refreshing the page and clicking the Download HD button again. If you still can't retrieve your HD file, contact the elves for support HERE.

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The Share Option

  • How do I share my personalized video message?

    The easiest way to share your Santa Video is by using the "Share" and "Send" options in My Creations.

    The "Share" option allows you to share your video with all your friends on Facebook. The "Send" option allows you to share your video with the recipient by sending them a link via email.

    To send an email to multiple people at once:
    1. Go to My Creations > My Videos.
    2. Near your video, click Send > To friends and family.

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  • How do I make sure I receive email notifications from PNP regarding my personalized video messages?

    If you're expecting an email from PNP but haven't received it yet, start by looking in your spam folder. You 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.

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  • How do I view video messages that friends have sent me?

    This is an easy one! By simply clicking the link they shared with you via email or text message.

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  • Who sent me a PNP video and how do I view it safely?

    Unfortunately, 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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  • Why hasn’t the recipient received an email notification about the Santa Video I shared with them?

    The recipient will receive an email at the address you provided once you share the Santa Video with the recipient. This email will contain a direct link to the video message. If they haven't received it in their inbox, make sure they check their spam folder.

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  • Why did the person I created the Santa Video for not receive it?

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

    If you think that your recipient's email was correctly entered, the elves suggest the following:
    1. 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.

    2. There may have been a connection problem when you validated the video or sent the email. Try sending the email again.

    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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Archives & Product LifeCycle

  • Archives

    All your videos (with the exception of Free Videos) from previous years can be accessed in the Archive section of My Creations with an active Video Pass or Magic Pass.

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  • Product Life Cycle

    Products life cycle and Archive & Deletion rules are described below:

    Unlimited Passes

    Purchase

    Availability

    Features

    Magic Pass

    Anytime during the year

    Valid until September 30th of the year following the year of purchase (e.g., any and all purchases made during 2016, will expire September 30, 2017)

    Unlimited Premium Videos & Calls

    + Access Premium Videos from previous Holiday season

    + Storytime with Santa Videos

    + Reaction Recorder (available on PNP Mobile Apps only)

    + Save videos in HD

    Video Pass

    Anytime during the year

    Valid until September 30th of the year following the year of purchase (e.g., any and all purchases made during 2016, will expire September 30, 2017)

    Unlimited Premium Videos

    + Access Premium videos from previous Holiday season

    + Reaction Recorder (available on PNP Mobile Apps only)

     

    Video & Call Products

    Availability for creation

    Editing videos in your PNP account and Archiving

    Videos & Call Content Deletion
    (We reserve the right to delete the data prior to the time frames set forth below)

    Free Christmas Videos

    As determined by PNP from time to time and posted on our PNP Site

    Not applicable

    February 1st (all free Christmas Videos in your account as of February 1st will be deleted)

    Free Birthday Video

    As determined by PNP from time to time and posted on our PNP Site 

    Not applicable

    30 days after the recipient's birthdate (e.g., birthday of recipient is October 1, 2016 and Birthday Video would be deleted October 31, 2016).

    Premium Birthday Video

    All year-round

    On January 1st, all videos created in the previous year that have not been deleted as of January 1st will be archived.  Archived videos cannot be edited, but may be viewed. (e.g., videos created in 2016 that have not been deleted would be archived on January 1, 2017).

    30 days after the recipient's birthdate (e.g., birthday of recipient is October 1, 2016 and Birthday Video would be deleted October 31, 2016.  That Birthday Video would not be archived on January 1, 2017.  If a birthday of a recipient is December 28, then the Birthday Video created in 2016 would be archived on January 1st, 2017, but would be deleted January 27th, 2017).

    All other Premium Videos

    + Storytime with Santa videos

    + Reaction Recorder Videos (available on PNP Mobile Apps only)

    With an active Video Pass or Magic Pass

    On January 1st, all videos created in the previous year will be archived.  Archived videos cannot be edited, but may be viewed. (e.g., any videos created in 2016 would be archived on January 1, 2017).

    Up-to 30 months after the last activity on your account (e.g., you last access your account on December 31, 2016.  Your video Content would be deleted on or prior to June 30, 2019).

    Calls from Santa

    With an active Magic Pass

    Not applicable

    30 days after creation (e.g., you create a call December 16, 2016 and it will be deleted on January 15, 2017).

    Other videos

    + Gifts & Toys Collection Videos

    + Virtual Sleigh ride Videos

     

    Only available at John Lewis (UK)

    On January 1st, all videos created in the previous year will be archived.  Archived videos cannot be edited, but may be viewed (e.g., any videos created in 2016 would be archived on January 1, 2017). Please note Virtual Sleigh ride videos can't be edited.

    Up-to 30 months after the last activity on your account (e.g., you last access your account on June 30, 2017.  Your video Content would be deleted on or prior to December 31, 2019).

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