Technical Help & Security

Technical Help

  • How do I clear my browser's cache?

    To learn how to clear the cache on Firefox, please click the following link: 
    https://support.mozilla.org/en-US/kb/how-clear-firefox-cache

    To learn how to remove stored cookies and data from Safari, please click the following link: 
    https://support.apple.com/kb/PH21411?viewlocale=en_US&locale=fr_CA

    To learn how to clear the browsing data on Google Chrome for Android, please click on following link: 
    https://support.google.com/chrome/answer/2392709?co=GENIE.Platform%3DAndroid&hl=en&oco=0

    To learn how to clear the browsing data on Google Chrome for PC and/or Mac, please click on following link: 
    https://support.google.com/chrome/answer/2392709?src=socgp&co=GENIE.Platform%3DAndroid&oco=1

    To learn how to clear the browsing data on Google Chrome for iOS, please click on following link: 
    https://support.google.com/chrome/answer/2392709?src=socgp&co=GENIE.Platform%3DiOS&oco=1

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  • How do I download the latest versions of Internet browsers?

    To download the latest version if your Internet Browser, the elves have listed the following links:
    Google Chrome
    Mozilla Firefox
    Internet Explorer
    Safari

    Or
    1. Go to http://browsehappy.com/
    2. Select the browser you prefer to use.

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  • How do I enable cookies on my browser?

    Websites store cookies on your computer to facilitate access and transactions within the site by storing your personal information. In most cases, cookies are harmless and are used by many websites. For some websites, you must allow the use of cookies to continue to the site.

    For Safari: https://support.apple.com/kb/ph21411?

    For Firefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences

    For Google Chrome: https://support.google.com/accounts/answer/61416?co=GENIE.Platform%3DDesktop&hl=en

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  • Which devices are compatible with the PNP mobile app?

    The PNP application works on Android 5.0 and up, and on iOS 10 and up. You'll always want to make sure that the PNP app is up to date.

    Any device versions earlier than this cannot be guaranteed to run the PNP app without crashing or other issues. However, you should always be able to use our website, portablenorthpole.com.

    If you're running a device and version that should be working and are still running into trouble, please contact the elves HERE, with as many details as you can:
    - Are you on Android or iOS and what version
    - What is your device
    - A screenshot of the problem

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  • How do I update the PNP app?

    For iOS devices:
    1. Open the App store and log in if prompted.
    2. Available updates will have a red notification bubble over the button.
    3. Find PNP and tap Update.

    For Android devices:
    1. Open the Google Play Store app.
    2. Tap Menu Menu and then My apps & games.
    3. Apps with an update available are labeled Update.
    4. Find PNP and tap Update.
    Note: We recommend that you also turn on auto-updates.

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  • How do I find the version of my PNP app?

    The version of the app can be found at the top of the settings menu, it will look similar to this: v4.6.1 (4559). To open this, go to the Parent's Corner and tap on the gear in the top right corner.

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See all 12 articles

Security

  • Is your PNP site secure and how do you guarantee the privacy of the information provided?

    PNP uses industry-standard technology for secure commercial transactions. Security protocol encrypts all your personal information, such as your name, address and credit card number, so that it is rendered unreadable. The elves ensure that all transactions that require your credit card number and your personal information are secure and encrypted using PayPal, Ltd. or any other third party payment processor.

    Read the Article >

  • What happens to the personal information, personalized video messages, and photos I uploaded? How long will they be kept?

    For information regarding PNP'S position on protecting user privacy, the elves invite you to refer to TERMS OF USE and PRIVACY POLICY.

    Read the Article >

  • Can someone other than the creator or recipient view or purchase my video messages?

    All personalized video messages are strictly private due to the use of unique URL addresses that grant access to creators and recipients identified in the personalization process; however, if you share the video link with others, display it on a public computer, or share it on social media, anyone with access to the link will be able to view it.
    NOTE: Only the owner of the Santa Video may use the "Download HD" option to create a keepsake of this magical memory.

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  • Can your personalized video messages infect my computer with a virus?

    All Santa Videos sent from PNP’s website are kept on the PNP server, so viruses are nearly impossible. If your video is not sent from a PNP server, there is a risk comparable to any email received with an attached file.

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  • Will you share my personal information?

    For information regarding PNP'S position on protecting user privacy, the elves invite you to refer to TERMS OF USE and PRIVACY POLICY.

    Read the Article >

  • What is your privacy policy?

    For information regarding PNP'S position on protecting user privacy, the elves invite you to refer to TERMS OF USE and PRIVACY POLICY.

    Read the Article >

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