Mobile App

  • Why do I keep getting the "Connection problem with North Pole server" error message?

    While using the PNP mobile app, this error message could appear for several reasons:


    1. You are trying to log in with an email address that does not exist on the PNP database, or you have entered an incorrect password.
    2. You are trying to sign up with an email address that is already associated with an account. Instead, use the email address to log into your existing account.
    3. A connection error occurred with the PNP server. This can be due to maintenance operations or an interrupted internet connection. Please try again later.
    4. If the error occurs during the creation/viewing of your video, and if the issue persists, the elves invite you to log into the website where you can create, modify, and view videos using the same PNP account.

    Read the Article >

  • How do I delete my PNP account?

    NOTE: This topic will show you how to delete your account. If you want to delete an item (Santa Video or Santa Call) from your account, please refer to this topic.

    Deleting your account is easy peasy. But by doing so, you will no longer be able to access any of your personalized video messages.

    To delete anyway:
    1. Open the application and Log in using your email and password combination, or by connecting with Facebook or Google.
    2. In the Parents Corner, select My Account.
    3. At the bottom of the page, select Delete Account.
    4. Confirm the account deletion by tapping Delete Account again and then selecting Yes, delete.

    NOTE: The elves feel compelled to notify you that this action cannot be undone!

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  • How do I access or modify my account information?

    To access your account information:
    1. Open the application and log in using your email and password combination, or by connecting with Facebook or Google.
    2. In the Parents Corner, select My Account.
    3. Select from Edit Profile, Modify Password, or Delete Account. You will be able to change your personal information, reset your password, update your email, or delete your account.

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  • I forgot my password. How do I recover it?

    1. Open the application.
    2. In the connection window, enter your email associated with your PNP account and tap Continue.
    3. In the new window, tap Forgot password?
    4. Confirm the email address associated with your account and tap SEND. An email will be sent to you.


    NOTE: Make sure to check your spam folder if you don’t see an email after a few minutes, or repeat the operation in case you entered the wrong email address.


    5. Once you receive the email, simply follow the instructions to reset your password.
    6. If you want to reset your password at any time, go to My Account and select Modify Password.

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