Mobile: Our Products

Santa Videos

  • What are Premium Santa Videos?

    Premium video messages from Santa are the most exciting treats you can surprise your loved ones with for Christmas! Magic-dusted storylines reveal exclusive footage from Santa's Village, with up to 6 minutes of Santa screen time. Choose from an array of scenarios featuring fun personalization items, 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?

    Premium Videos include unique video greetings such as "Visit an elf house", "Secret Places", and "Christmas Eve" live from Santa's sleigh!

    All Premium Videos can be personalized with an unlimited pass. With the Magic Pass, you can also download them as a keepsake until the end of September, after the holiday season.

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

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  • Can I modify a video once it is completed?

    The Invengineer elves have worked hard to make it possible for certain fields to be modified; however, scenarios cannot be edited.
    NOTE: While the video is processing, modifications cannot be done.

    To modify your personalizations:
    1. Go to My Creations.
    2. Tap Edit beside the video thumbnail you wish to modify.

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  • Why doesn't my video have any sound?

    If you are using an Apple device, make sure it's not on mute by pressing the volume buttons on the left side of your phone. If it's on mute, you won't have sound with the Apple video player, even if works with YouTube.

    If your device is not on mute, or if you're using an Android device, contact the elves HERE.

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  • Why can't I watch my video anymore?

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

    The link to the video is not valid anymore.
    - If your video was created before 2015, it may not be available anymore. If you want access to the video, ask the creator if it was saved in HD as a keepsake.
    - If your video was created since 2015, the link could have been changed while the website was being updated. Log into your account on this year's website and verify that your video is still safely stores in My Creations.

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  • What is the free "Greetings from Santa" video for kids?

    This video is free for parents 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 Videos can be created until December 31st and watched online until February 1st, following the holiday season. Afterwards, they will be deleted from your account. But before they're no longer available, Free Videos can be saved in HD as mp4 files on any local device (desktop, laptop, mobile, tablet, etc.) as a keepsake.
    NOTE: HD downloads are only available if you have an active Magic Pass.

    To save your videos:
    1. Go to My Creations > My Videos.
    2. On the video tile, click Download HD.

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  • What is the free "Greetings from Santa" video for grown-ups?

    This video is free for grown-ups to personalize on both the website and mobile app. It has been specifically created to have a hearty laugh with friends and family and enjoy the magic of Christmas.

    All Free Videos can be created until December 31st and watched Online until February 1st, following the holiday season. Afterwards, they will be deleted from your account. But before they're no longer available, Free Videos can be saved in HD as mp4 files on any local device (desktop, laptop, mobile, tablet, etc.) as a keepsake.
    NOTE: HD downloads are only available if you have an active Magic Pass.

    To save your videos:
    1. Go to My Creations > My Videos.
    2. On the video tile, click Download HD.

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Santa Calls

  • What is a Santa Call?

    A Santa Call is a personalized message that a recipient receives through a landline or cellphone number in real time. They can be placed in over 170 countries around the world (see available country list HERE)!

    As the sender, you may choose among an array of fun scenarios from different categories, such as "Congratulations", "Encouragement", "Night before Christmas", "Birthday", etc.

    A Santa Call can only be placed once it has been personalized and saved in My Creations under the My Calls tab. Once the calls have been personalized, they will remain in your account for 30 days. If you do not place the call within 30 days, it will automatically be removed from your account.

    When you place a call, you will be asked to enter a valid phone number. On the receiving end, the recipient must press 1 to listen to Santa's message. You will have a maximum of 3 attempts to complete the call, should the recipient (or answering service) respond. If the recipient does not press 1, the call will be aborted and one call attempt will have been used.

    NOTE: The caller will not be charged long distance fees, but the elves cannot guarantee the recipient will not be charged, as any additional fees depend on the recipient's phone plan (e.g., roaming fees on cell phones may be applied).

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  • How do I personalize a Santa Call?

    NOTE: This question implies you have already purchased a Magic Pass and have access to unlimited Santa Calls.
    1. Open the application and log in using your username and password combination, or by connecting with Facebook or Google.
    2. Go to the Parents Corner and enter your 4-digit parental code.
    3. Go to My Creations > My Calls.
    2. Tap Personalize on the scenario of your choice.
    3. Complete the form.

    Once a message is personalized, it will appear in My Creations > My Calls. Then, you are free to make your call!

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  • How do I modify a Santa Call?

    To modify your call on the mobile app:
    1. Open the application and log in using your email and password combination, or by connecting with Facebook or Google.
    2. Go to the Parents Corner and enter your 4-digit parental code.
    2. Go to My Creations > My Calls.
    3. Tap Edit next to the call you wish to modify. Make your changes and tap Save. The modified call will in My Creations > My Calls.

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  • Can I have a preview of my personalized call before placing it?

    Absolutely! Once your call is personalized:
    1. Open My Creations.
    2. Tap Listen next to your call thumbnail. This function gives you the opportunity to listen to your personalized call before placing it.

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  • How do I make a Santa Call?

    Calls are created in an easy 4-step process:
    1. In the Parents Corner, tap Create Call.
    2. Tap Personalize and select your recipient.
    3. Fill in the required fields and tap Create call. Your personalized message will appear in My Creations > My Calls.
    4. Only one thing left to do! Place your call.

    To place your call:
    1. Go to My Creations > My Calls.
    2. Tap Place call next to your personalized message.
    3. In the pop-up window, choose the destination country and enter the recipient's phone number.
    NOTE: Make sure the area code automatically included is correct. Do not add spaces, periods, or dashes between the numbers.
    4. Tap Call now. The call will be placed right away. The recipient must PRESS 1 to connect to Santa upon the elf's invitation.
    NOTE: There may be a delay of about 15 seconds to 4 minutes before the recipient receives it. Depending on call volume, calls may be delayed further.

    The elves highly recommend you ensure that your recipient is ready to pick up the call. Unfortunately, the Invengineers are not able to program this ahead of time.

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  • What happens if the recipient is unable to answer my call?

    You should always ensure that your recipient is ready to pick up the phone by  either letting them know ahead of time that a call is on the way, or knowing that they are available. Once the call is answered, the recipient must PRESS 1 to connect to Santa following the elf's invitation.

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The Unlimited Passes

  • When do my Unlimited Passes expire?

    The Video Pass and Magic Pass are valid until September 30th of the year following the purchase or renewal date; for example, if you purchased your pass September 12th, 2016, it expires Sept 30th, 2017. If you purchased your pass January 12th, 2017, it expires September 30th, 2018.

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  • What are the Unlimited Passes?

    The Unlimited Passes are available on the Portable North Pole website and mobile app. They offer great value on PNP's most popular Santa Videos and Santa Calls.

    The two passes that are offered to fans are the Video Pass and the Magic Pass.
    NOTE: Passes are valid until September 30th of the year following your purchase.

    Video Pass: The Video Pass gives you unlimited access to Premium Videos (Santa Videos), including special video features, such as the Reaction Recorder (available only in mobile apps), as well as the opportunity to create unlimited video messages from Santa for all your loved ones. All Premium personalized video messages can be watched Online until the end of September, following the holiday season.

    Magic Pass: The Magic Pass offers the full Portable North Pole experience for the best value. It includes unlimited Santa Videos and Santa Calls, plus exclusive features:
    -Reaction Recorder (available only on the mobile apps)
    -HD downloads of all Santa Videos
    -Access to your videos from previous years

    All Premium personalized video messages can be watched Online until the end of September, following the holiday season. Afterwards, they will be removed from your list in My Creations. But before then, you can save them in HD as an mp4 file on any local device (desktop, laptop, mobile, tablet, etc.) and keep them for years to come!

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  • Why can't I see any products in "My Creations" after purchasing an Unlimited Pass (Video Pass or Magic Pass)?

    When you purchase an Unlimited Pass, you can unlock all Premium Santa Videos (+ Santa Calls with a Magic Pass).

    Every time you want to personalize a new message:
    1. In the Parents Corner, go to Create Video or Create Call.
    2. Tap Personalize on the scenario of your choice. Once your message has been personalized, it will appear in My Creations.

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  • Can I personalize video messages for more than one child with the Video Pass or Magic Pass?

    Of course! You can make as many personalized video messages as you wish. In fact, the elves encourage you to! So, if you have 2, 3, 6, or even 12 children, you can create an unlimited number of Santa Videos and/or Santa Calls for each of them.

    In other words, you only need to buy ONE Unlimited Pass for the entire family this holiday season. Isn't that magical?
    Click HERE for more information about our Video Pass and Magic Pass.

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Kid's Reaction Recorder

  • What is the Reaction Recorder and how does it work?

    The Reaction Recorder is a new 2016 feature that captures your child's look of amazement the first time they watch their video message from Santa! Once the recording is done, the elves save it as a video and store it in "My Creations" for you to view anytime.
    NOTE: This feature is only available on the mobile app with an active Video or Magic Pass and requires permission to use your device's camera and microphone.

    To use the Reaction Recorder:
    1. In the Parents Corner, Go to My Creations > My Videos.
    2. Select the Santa Video you want to show your recipient.
    3. Tap Reaction Recorder.
    4. Follow the steps to watch and record the reaction of your child.
    5. Once the recording is done, go to My Creations > My Videos to view it.

     

    Here is a list of compatible mobile devices for the Reaction Recorder:

    iOS:

    • iPod Touch 5th/6th generation
    • iPad 4th generation
    • iPad Air
    • iPad Air 2
    • iPad Mini 1/2/3/4
    • iPad Pro
    • iPhone 5/5S/SE
    • iPhone 6/6S/6+/6S+
    • iPhone 7/7+

    Android:

    • Nexus 5
    • Nexus 5X
    • Nexus 6
    • Nexus 6P
    • Nexus 7
    • Nexus 9
    • Samsung Galaxy S4
    • Samsung Galaxy S5
    • Samsung Galaxy S6
    • Samsung Galaxy S7
    • Samsung Galaxy Note 3
    • Samsung Galaxy Note 4
    • Samsung Galaxy Note 5

    Please note, any devices not on this list are not guaranteed to work with the reaction recorder.

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  • How do I save the reaction recording?

    At the end of the Santa Video, the recording stops automatically. You will be asked whether you would like save the recording.

    To save your recording:
    1. When the dialogue text appears, tap Save.
    2. Wait for the elves to prepare your recording.

    After a few minutes, your recording will appear in My Creations > My Videos.

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  • Can I save my reaction recording on my smartphone?

    Of course! You can save your recordings in your camera roll and view them anytime.

    To save your reaction recording:
    1. Go to My Creations > My Videos.
    2. Tap the video thumbnail you want to save.
    3. In the "My Recording" window, tap Download recording. Wait a few minutes for it to download.

    Your recording will appear in your device's camera roll or album.

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  • What if I'm not satisfied with my recording?

    The elves predicted this possible outcome, so they came up with a simple solution: just record again!

    To retake the recording:
    1. After the recording, tap No.
    2. Record the reaction again and save it.
    3. Wait for the elves to prepare your recording.

    After a few minutes, your recording will appear in My Creations > My Videos.

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Storytime with Santa

  • What are the Storytime with Santa Videos?

    Storytime with Santa Videos are new videos you can personalize for the 2016 season. Available in English, French, and Spanish, Santa tells 4 magical tales of his elves on exciting adventures!

    Available exclusively with the purchase of a Magic Pass, the first tale will be available upon you have buy your Fan pass. Each other 3 stories are unlocked automatically in your PNP account every week in December leading up to Christmas and can be personalized by you for your child .

    To learn how to personalize Storytime with Santa Videos, click HERE.

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  • How do I personalize the Storytime with Santa Videos?

    Storytime with Santa Videos are Premium Videos, so they are personalized the same way as Santa Videos.

    To personalize Storytime with Santa Videos:
    1. Log in to your PNP account using your email and password combination, or by connecting with Facebook or Google.
    2. Select the Story you would like to personalize.
    3. Follow the steps to complete the form.

    Your personalized Storytime with Santa Videos will appear in My Creations > My Videos.

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Toys & Gift Collection (Physical Product available at John Lewis UK)

  • What is the Toys & Gift Collection?

    New this year, the Toys & Gift Collection is filled with imaginative toys, products, and games inspired by Santa's Village traditions. From magic keys and plush toy elves, to cozy elf slippers and Santa stationary, there is something for every child to enjoy.
    And each product comes with an exclusive Santa Video to personalize! To learn more about the toy videos, click HERE.

    NOTE: At this time, the Toys & Gift Collection is only available in the United Kingdom at John Lewis.

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Product offering & Guarantee

  • Can I buy just one Premium Santa Video or Santa Call?

    It is no longer possible to buy just one Santa Premium Video or Santa Call, but the elves have found a better way to serve their most loyal clientele! Now, you can purchase a Video Pass or Magic Pass and have access to unlimited Premium videos and calls, PLUS Storytime with Santa Videos, the new Kids Reaction Recorder and the option to download your videos in HD as a keepsake.

    For more info on the Video Passes and Magic Passes, click HERE.

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  • What is the 10-day money-back guarantee policy?

    The elves from Santa's Village want nothing more than to please their audience!


    If you are not amazed within 10 days after your purchase, and meet the refund policy requirements, they will reimburse you 100%. Just fill out this form and help them understand the reason for your request and what PNP can do to improve.


    For more details on the refund conditions, the elves invite you to read PNP's Reimbursement Policy.

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  • What is the pre-season offer?

    Between approximately October 15 and November 15, PNP has an exclusive pre-season offer that makes Christmas come a little earlier than usual!

    Only during this period, Magic Passes include a printable Santa-Approved PNP Certificate rewarding your child's good behaviour throughout the year. These rare certificates can be combined with each video you create during the holiday season!

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  • What is the Santa-Approved PNP Certificate?

    The printable Santa-Approved PNP Certificate rewards your child's good behaviour throughout the year and can be given to them every time they view one of Santa's video messages.

    The rare certificates are only available with the purchase of a Magic Pass during PNP's exclusive pre-season offer.

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  • How do I download my Santa-Approved PNP Certificate?

    To download the certificate:
    1. Go to My Creations > My Videos.
    2. On right corner of the video tile, click Download Certificate. Your certificate should appear in your downloads folder, and you can print it directly from there.

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  • Why are some videos and calls not available in my language?

    The availability of video and call scenarios depend on your location, which is recognized by your IP address and your prefered language. At this time, the elves are doing their best to make as many scenarios available in as many languages as possible.
    Keep an eye out—your favourite may be available in the near future!

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