Technical Help

  • How do I take a screenshot?

    First, make sure the information you want to see is on the screen!

    On Windows
    - Press Alt-PrintScreen
    - Open MS Paint
    - Edit/Paste (Ctrl-V)
    - Click anywhere on the image (if there’s nothing, you didn’t take a screenshot)
    - Select the area you want to keep with the cursor
    - Use Crop in toolbar

    On iPhone and iPad

    On Android

    On a Mac

    On Linux

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  • How do I clear my browser's cache?

    To learn how to clear the cache on Firefox, please click the following link:

    To learn how to remove stored cookies and data from Safari, please click the following link:

    To learn how to clear the browsing data on Google Chrome for Android, please click on following link:

    To learn how to clear the browsing data on Google Chrome for PC and/or Mac, please click on following link:

    To learn how to clear the browsing data on Google Chrome for iOS, please click on following link:

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

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

    1. Go to
    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:

    For Firefox:

    For Google Chrome:

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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,

    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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  • How do I update my mobile device?

    For iOS devices, here are Apple's instructions:

    For Android devices, here are Google's instructions:

    Read the Article >

  • How do I check the version of my computer?

    If you are using a Windows computer, please follow the instructions here:

    If you are using a Mac computer, please follow the instructions here:

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  • How can I prevent PNP emails from being rejected or undelivered?

    1. When an email is filtered into your spam folder, click “Not Spam” to notify your email service of the error.

    2. Add the PNP domain to your safe sender's list.

    3. Check your spam or junk mail folders periodically.


    For more information on spam settings for major email providers, please check the links below.

    For Gmail click HERE.

    For (Formerly Hotmail) click HERE.

    For Outlook on Desktop:
    2007 click HERE.
    2010 click HERE.

    For AOL click HERE.

    For Yahoo click HERE.

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  • Address not found when creating a video

    We use google maps for this function in our videos, so it may be an issue on their end. Please look up the address you want to use on Google maps, and copy it over exactly the way they write it.

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  • Why can't I upload photos/pictures on my iPhone or iPad?

    Due to some issues with iOS 11 and the way that photos are being handled on iOS devices, some users may have trouble uploading photos to PNP. We can suggest the following troubleshooting steps:

    1. Uninstall and reinstall the PNP app, make sure you're on the newest version.
    2. Make sure that you have the most recent OS version for your phone installed.
    3. Make sure that your photo is on your device's local storage, and not in cloud storage. If possible take the photo with your camera instead of picking from an album.
    4. Try the same photo again, some users have had success the second or third time they have tried the same photo.
    5. Try a different photo.

    If this doesn't work, you will need to go to to create your video, but once it is made you will be able to access it in the PNP app.

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  • Why doesn't my video have any sound on my mobile device?

    If you're having trouble getting your videos to play sound on iPhone, the elves have a few suggestions!

    Please double check to make sure that your device isn't on mute mode?

    On iPhones, there's a switch near the volume buttons that controls this, and while some app videos such as youtube will still work when mute mode is on, our videos don't. If you're on a tablet, you can check this by swiping up from the bottom of the screen.

    You'll also want to ensure that your Media volume, in particular, is set high enough.

    Lastly, if this doesn't prove successful, try going to 'Settings', tap 'Sounds', and under 'Ringer and alerts' toggle 'Change with Buttons' to off (not green).


    If this didn't help, or if you're using an Android device, please contact the elves HERE, and make sure to let them know what steps you've tried already.

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