Login & Account

  • Why do I need a PNP account to create videos and calls?

    With your account, you can access all of your Santa Videos and Santa Calls on any device (computer, mobile, tablet, iPod, etc.). No matter where you log in from, the videos and calls that you've personalized or purchased will appear automatically in My Creations. This keeps your items secure and accessible even if you lose your device or update to a new one.

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  • Why do I get a "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.

    If you still cannot access your account on the PNP website, please contact the elves HERE, and let them know all of the steps you've tried.

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  • What are the different ways to create a new PNP account?

    There are two ways to create a new account on our website. You can use either a valid email address or your preferred social media account (Facebook or Google).

    1. Click Log in on the top right corner of the website.
    2. Select your preferred option: Facebook, Google, or Email.

    NOTE: To log out, select your name in the top right and then select Log out.

     

    There are also two ways to create a new account on the PNP app. You can use either a valid email address or a social media account (Facebook or Google).

    1. Open the application.
    2. In the Parents Corner, select the gear on the top right.
    3. Select Log In on the top right.
    4. Sign in using Facebook, Google, or Email.

    NOTE: To log out, tap Log Out at the top right corner of My Account (the gear button) in the Parents Corner.

     

    To create an account with your email, all you need is a valid email address, a password with a minimum of eight characters, and your age.

    NOTE: Age verification is a legal requirement for any user wishing to access a commercial website according to COPPA policy. Read more about COPPA compliance HERE.

    For an account linked with Facebook or Google, the elves will only verify your age if necessary, for the same reasons.

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  • Can I merge my separate PNP accounts?

    Unfortunately, this isn't something that the elves are able to do at this time.

    If you have accidentally made a purchase on the wrong account, please contact the elves with the following information about both accounts:
    - Email address of the account
    - Name of account
    - Purchases made on the account
    - Recipients on the account

    Contact the elves HERE.

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  • How do I access or modify my PNP account information?

    To access your account information on the PNP website:

    1. Click Log in on the top right corner of the page and log in using your email and password combination, or by connecting with Facebook or Google.
    2. Click your name and select My Account from the dropdown menu.

     

    To access your account information on the PNP application:

    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.

     

    You will be able to select your personal information, review your purchase orders (if any), reset your password, update your email, or delete your account.

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

    If you've forgotten your password, all you need to do is follow these steps:

    1. On the mobile app or the website, go to the log in screen, enter your email, and select 'Confirm email'.
    2. Select 'Forgot Password'.
    3. On the website, double check that your email is correct, and select 'Retrieve your password'.
    4. The Postationists will send a link to your email address that will allow you to update your password and log in again. Once you receive the email, simply follow the instructions to reset your password.

    Remember, if you want to reset your password at any time, go to My Account and select Modify Password.

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

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  • What do I do if I lose access to my PNP account?

    If you have lost access to your PNP account, please contact the elves with the following information, and they will be happy to help!

    - Email address of the account
    - When the account was created
    - Name of account
    - Purchases made on the account
    - Recipients on the account
    - Most recent videos that were made

    Contact the elves HERE.

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  • How do I reset my parental code on the PNP mobile app?

    In order to reset your parental code, you will need to uninstall and reinstall the PNP app.
    For Android users, please find the PNP app in your Settings > App menu, and clear the app data before uninstalling.

    We didn't want to make it too easy for kids to figure out how to reset it. Once you log back in you will still have access to your account and everything you've made, but you will be asked to set up a new parental code.

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  • When I try to log in, I get a message that my email address and/or password are not associated with a PNP account.

    If you have previously created an account, there are two possible causes for this error:

    1. The email you provided is incorrect.
    a. Make sure your email is entered correctly (xxxx@yyyy.zz).
    b. If you have more than one email, try an alternative one.
    c. If you initially connected with your Facebook or Google account and are now using an email login, the email associated with your Facebook or Google account may be different than the email you have entered.

    2. Your password is incorrect.
    a. Passwords are case sensitive. Make sure your “Caps Lock” on your keyboard is on/off.
    b. If your password contains numbers, make sure the “Num Lock” on your keyboard is on.
    c. Check your keyboard language setting and make sure it's set as the one you normally use.

    If you forgot your password, click Forgot password? in the login pop-up window. The elves will send you an email with the next steps.

    If you're still having trouble logging in, contact the Invengineer elves HERE.

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  • 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, all purchases and items you have created will be lost along with the account.

    To delete anyway on the website:
    1. Click Log in at the top right corner of the page using your email and password combination, or by connecting with Facebook or Google.
    2. Click your name and select My Account from the dropdown menu.
    3. Click Delete my account at the bottom of the page.
    4. Confirm the account deletion by clicking Delete my account again.
    5. Confirm the account deletion by clicking Yes when asked.

    To delete anyway on the PNP App:
    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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Contact Support

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