What are the Unlimited Passes?
Our three Passes are available on the Portable North Pole website and the PNP mobile app.
The three passes that are offered to fans are the Video Pass, the Magic Pass and the Ultimate Pass.
NOTE: Passes are valid until September 30th of the year following your purchase or 1 year from the date your iTunes subscription started.
The Video Pass gives you unlimited access to Premium Videos to send to an unlimited number of recipients. It includes special video features, such as the Reaction Recorder, as well as the opportunity to create unlimited video messages from Santa for all your loved ones. All Premium personalized video messages, old and new, can be watched online until your pass expires.
The Magic Pass offers the same benefits as the Video Pass, and also includes:
- The multi-device scenarios (call included in the video)
- Unlimited calls and video calls
- Downloads of all Santa Videos in 1080 HD
- Extras in the Kids Corner
The Ultimate pass gives you everything the Magic pass does, but lasts for 10 years.
All Premium personalized video messages can be watched online until your pass expires. Afterwards, they will be moved to your archives in My Creations. But before then, you can save them as an mp4 file, if you have a Magic Pass, on any local device (desktop, laptop, mobile, tablet, etc.) and keep them for years to come! Nonetheless, you will have unlimited access to Premium videos you made in previous years with any active Pass.
Can I personalize video messages for more than one child with a Pass?
If you unlock a premium video you can make it as many times as you would like, and for a different recipient each time.
Yet, this year, we are offering a family option for select videos where Santa will address a whole group of people in the same video.
When does my Pass expire?
Video and magic Passes are valid until September 30th of the year following the purchase date; for example, if you purchased your pass on September 12th, 2019, it expires September 30th, 2020. If you purchase your pass on January 12th, 2020, it expires September 30th, 2021.
If you purchase a Video Pass or a Magic Pass with an iTunes subscription, it will last exactly 1 year after the purchase date.
Ultimate Passes are valid until September 30th, 10 years after the purchase year; for example, if you purchased your pass on September 12th, 2019, it expires September 30th, 2029.
What is the Ultimate Pass?
An Ultimate Pass offers everything a Magic Pass does every year and is active for a period of 10 years after purchase. An Ultimate Pass purchased in 2019 will expire on September 30, 2029.
Please keep in mind that accounts that haven’t been accessed for a period of 26 months expire, and everything on the account is lost. This means your Ultimate Pass will be cancelled if you have not accessed your account for at least 26 months. So make sure to login at least once every 2 years!
At any given time we reserve the right to update or modify any of our product packages, including the options available in a Magic Pass.
Can I buy just one video or call?
Yes, you can purchase just one video or call scenario!
If you purchase a single video scenario, for example, Your Big Book, you will then be able to make as many versions of this video as you would like.
If you purchase a single call, you will be able to create that call and place it one time successfully.
Why can't I see any products in My Videos & Calls after purchasing an Unlimited Pass (Video Pass, Magic Pass or Ultimate 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. On the homepage or the Parent's Corner, go to Videos or Calls.
2. Click Personalize on the scenario of your choice and follow the instructions.
Once your message has been personalized, it will appear in My Creations.
Why can't I complete my order?
Only Visa or MasterCard credit cards, a valid PayPal account, or the PayPal Guest pay options are accepted. No other payment cards such as Visa Debit, American Express, Discovery card or other methods will work.
If you're unable to complete your payment with one of these options, please try again with another payment method if you can. Otherwise, please contact your bank or PayPal to verify that there are no issues with your payment method.
If you are trying to complete an order using a valid payment method, contact the elves HERE and describe the issue. The elves are happy to be of assistance!
What methods of payment do you accept?
On the web, the elves accept two types of payment methods:
1. Credit Card (VISA, MasterCard)
NOTE: PayPal is a recognized online payment service. All data supplied to PayPal is securely encrypted. If you choose to pay via PayPal, you will be offered additional options (if you create a new PayPal account). Options include bank account payments and additional credit cards, depending on your location.
On the PNP mobile app, payment is made through the App Store (for Apple devices) and Google Play (for Android devices).
How do I purchase a Video Pass or Magic Pass through the mobile app?
In the Parents Corner, open the Videos or Calls menus and select Get One or Get All at the top of the page.
Select which offer you would like to purchase.
Follow the onscreen prompts provided tby iTunes or Google Play to confirm your purchase.
Your purchase will be applied to your account and you can start personalizing videos and/or calls!
Product Life Cycle - How long do the video messages remain available in my account?
Every PNP item on your account is displayed under the year it was created in the My Videos and Calls section.
Videos from a previous year can be watched with an active Video, Magic or Ultimate Pass.
If you have an active Magic or Ultimate Pass, you may also download your video and save your videos before your pass expires.
Products lifecycle rules are described HERE.
Can I cancel or modify my order?
You can change or cancel your order before you click Confirm payment at the end of checkout. But once the payment is confirmed, it can no longer be cancelled or modified. If you wish to add items, you must create a new order.
If you made a purchase by mistake, or wish to ask for a refund, contact our elves for assistance HERE.
What do I do if my transaction is refused?
If your purchase was refused, this indicates that the problem was on the side of your provider.
Depending on which payment method you used, contact your credit card company, iTunes, Google or PayPal customer service.
You didn't find the answer or solution you were looking for in our FAQ?Ask the elves!