Mobile: My Creations

The Video Player

  • For users experiencing issues with sound or images in their videos, tap here for a quick fix.

    To apply this patch in your broken video, follow the steps below:

    1. Go to My Creations.

    2. Edit your video.
    a. On the website, click Edit on the video tile.
    b. On the app, tap the video tile and then tap Edit button on the top right corner of the screen.

    3. Verify your information.
    a. Select a different pronunciation and listen to the preview.
    b. Re-upload images if necessary.

    4. Go to the last page of the form and select Create video. Your video will be compiled again to apply the patches.

    The elves apologize for any inconvenience this may have caused! If you are still having trouble, don't hesitate to contact the Invengineers HERE.

    Read the Article >

  • How do I watch one of my Santa Videos on the mobile app?

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

    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.

    Read the Article >

  • I'm not able to view my video messages on the mobile app.

    Make sure you're logged into the same PNP account you used on the website to create your Santa Videos. The video messages you created should appear in My Creations.

    If your video stays in a "Creating..." mode for an unusually long time, it's possible there is a problem with the PNP server. In this case, contact the elves for support HERE.

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  • How do I watch the video messages I created with the mobile app on a computer?

    To view your Santa Videos that were created on mobile app, just log in on the website with the same PNP account. Your videos should appear in My Creations.

    Read the Article >

Download HD

  • 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!

    Read the Article >

  • 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!

    Read the Article >

  • 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

    Read the Article >

  • How do I download a video message in HD to my mobile device?

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

    Read the Article >

  • 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.

    Read the Article >

  • Where was my personalized High Definition Video downloaded?

    If you saved your HD video on the mobile app:
    On an iOS device, it will appear on your camera roll.
    On an Android device, it will appear on your SD card.

    Read the Article >

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.

    Read the Article >

  • 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.

    Read the Article >

  • 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.

    Read the Article >

  • 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.

    Read the Article >

  • 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.

    Read the Article >

  • 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.

    Read the Article >

See all 7 articles

The Archives

  • 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.

    Read the Article >

  • 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).

    Read the Article >

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