FAQs

Videos

Videos - Viewing

That may be because your child's name is rarer or has an unusual spelling; but the name may also be pronounced the same way as another name on our list. The PNP elves recommend that you enter your child's name with a more common spelling, e.g., with Isabel instead of Izabel, and listen to the different choices proposed by the PNP Website. When you find the right pronunciation, be sure to put the proper written version of your child's name afterwards because Santa will also display the name in his magical book. So, don't forget that there's a distinction between "display" and "audio":

1.     If your child's name is not displayed in the PNP Video:

a.     You may have used special characters in the first form of the Video creation process that can't be displayed in the Magical Book (Arabic, Chinese or other characters).

b.    Please check to make sure you wrote your child's name correctly in the first form.

2.     If your child's name is not pronounced by Santa:

a.     The main reason is that the name, as you wrote it in the first form of the Video creation process, does not exist in our files. So you can try a different, more common spelling (e.g., Anthony instead of Antony) or use language specific characters (e.g. " é " or " ë " ).

b.    The gender (in our files) does not correspond to the name you entered.

3.     If you're still experiencing trouble with your child's name, please contact the PNP elves.

Please contact the PNP elves, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

This is very unusual. Please contact the PNP elves, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

1.     You need Flash Player version 9 or newer installation on your computer. To check your version or download the latest Flash version software free of charge, please click here http://get.adobe.com/fr/flashplayer/. Please note that certain mobile devices does not support Adobe Flash Player (ex : iPad, iPhone, ect.). You will need to use the PNP mobile application to create and view your videos.

2.     Make sure you're using one of the supported Internet browsers (Microsoft Explorer 9 or newer, Google Chrome, Mozilla Firefox or Apple Safari) and make sure you have the latest version of that browser. To find out how to download them, please click here.

3.     You may not be able to view your PNP Video during peak periods because of server overload. If that happens, please try again a little later. Considering that possibility, you may also wish to purchase a downloadable version of your PNP Video and avoid that problem.

4.     If you are still having trouble, please contact the PNP elves, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

The PNP elves say that viewing a Video from our service is very simple; click on any of the view buttons in the “My Products” tab inside you PNP account.

You can also view your video by clicking on the link sent to you by email and logging into your account.

If you're unable to view your Video once you've received it and are unable to see the error, do the following checks:

1.     You need full internet access to view our Videos. Not all computer systems can display our Videos. "E-mail only" services such as WebTV and some types of Juno/NetZero service may not be able to display PNP Videos.

2.     Make sure you have Flash Player version 9 or newer installed in your computer. To check your version or download the last Flash software free of charge.

3.     Make sure you're using one of the supported Internet browsers (Microsoft Explorer 9 or newer, Google Chrome, Mozilla Firefox or Apple Safari) and make sure you have the latest version of that browser.

4.     Make sure that you don’t have a firewall or antivirus software is not causing the problem.

5.     Make sure that you have JavaScript enabled in your Internet browser.

6.     Make sure your browser’s Cache is cleared.

7.     Your internet connection may be too slow; if that is the case, it may take a long time to view the PNP Video. It is strongly recommended to use a high speed internet connection.

8.     Please ensure that your computer meets the following minimum requirements: a 1.5 GHz processor or higher (if you have a PC) or a G4 processor or higher (if you have a Mac) and 512 MB of RAM or more.

9.     If you are still having trouble, please contact the PNP elves, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

Many possible reasons:

1.     Check your internet connection or your computer.

An internet connection may be slow for different reasons. Make sure the problem isn’t coming from your computer, modem, router or local network.

2.     You are connected to a wireless network (Wi-Fi).

To improve your connection speed, you can move your computer closer to the router or access point, to reduce physical obstructions between the access point and your computer.

3.     The type of connection you are using.

It is preferable to have a broadband internet connection to browse and watch videos on the PNP website. Check the speed of your connection by looking at other popular video sites such as YouTube to see whether the problem is your internet service provider.

4.     Even though the PNP website uses a globally recognized server infrastructure, delays may occur during peak periods due to PNP website server overload. If this happens, please try again later.

5.     If you are still having trouble, please contact the PNP elves.

Please contact the PNP elves, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

Even though all PNP videos are strictly private due to the use of unique URL addresses that control access to creators and recipients identified in the personalization process, if you share the video link with others or display it elsewhere, anyone with access to the link will be able to view and/or purchase it.

For the online version on PNP Website; Use the appropriate green button in the video player (slide your computer arrow in the video player to find the green buttons).

For the download version; You can use most free players available on the internet to watch your video. To download Quick Time, please click here.

      1. If you have a PC: choose “Display > Full Screen” or use the keyboard equivalent, Ctrl-F. Press on the “Escape” key to leave Full Screen mode.

2. If you have a Mac: choose “Display > Enter in Full Screen mode” or use the keyboard equivalent, Command-F. Press on the “Escape” key to leave Full Screen mode. We may also view Videos on the VLC Reader.

Simply by clicking on the PNP Video's unique URL address that they sent you by e-mail or otherwise.

If you have a PNP account, you will see the videos that were shared with you in your PNP account.

Video creation and their free viewing on PNP's Website will be possible during the holidays. The Premium video versions are available on-line until March of the following year. After Christmas, It will not be possible to view a PNP Video that you haven't purchased. If you wish to keep it as a keepsake in your computer or other digital storage terminal, you may purchase it in High Quality by downloading it with the appropriate button at the end of the video.

Videos - Creation

Here's a tutorial video to create PNP personalized messages : 

http://www.youtube.com/watch?v=53snUvhZb7c&feature=youtu.be

Many possible reasons:

1.     Your session may have expired. Just close and restart your browser, or

2.     The command may not work because cookies are not enabled in your browser. If that's the case, you to need enable cookies. To find out how to enable cookies in your browser, please click here. Or,

3.     JavaScript may be disabled or a JavaScript blocker could be blocking the form. To find out how to enable JavaScript, please click here.

4.     If you're still having trouble, please contact the PNP elves by clicking here.

Please note that Flash Player is required in order to view our PNP personalized online videos. Here is a link that will give you the option to upgrade, or install the Flash Player that will work with your operating system : http://get.adobe.com/fr/flashplayer/.

If you are using a mobile device that doesn't use Flash Player (ex : iPad, iPhone,etc.), you will need the PNP mobile application to edit or view your message.

Make sure you're using one of the formats accepted by PNP, i.e., JPEG, GIF and PNG. The size of your picture is also very important. Be sure you don't exceed the maximum size of 10 MB.

If you continue to have trouble, here are some steps you can take that will likely fix the problem: 

1.     Clear your cache.

2.     Clear your browser's cookies.

3.     Make sure that JavaScript is enabled in your browser.

4.     Download the latest version of your Internet browser.

5.     If you’re still having problems with your pictures, please contact the PNP elves.

For more information regarding our position on protecting user privacy, we invite you to refer to our Terms of use and Confidentiality Policy.

Videos - Sharing

You can display your PNP Video, i.e. its unique URL link (that's the “address” at the top of your browser) on different platforms like a blog, a Website, by e-mail or on a social media site. You may also simply provide your recipients' e-mail addresses on PNP's Website send list when you create your Video and the elves will send them a copy directly.

You can send your PNP Video to as many people as you want in one mailing by simply sending them the e-mail with the unique URL Video link (that's the “address” at the top of your browser) that you received from PNP.

You can also use the email share option in the player window of the video message you wish to share with many others.

Make sure you check your Spam folders; your PNP Video may be there. If that's the case, you must pick up PNP's e-mail address from your Spam folder and add it to your Contacts or white list. To find out how to check your Spam folder or your Bulk e-mail folder, please here

To share your video on YouTube, you need to purchase the downloadable High Quality version first and upload this video to YouTube.

To download a PNP Video, you must first buy the High Quality downloadable version through your PNP account (see blue icons for more details).

To share your unique URL Video link, go to YouTube (www.youtube.com) and follow instructions. You must first create a YouTube account. Sharing Videos on YouTube is quick and very easy.

 

Videos posted (the unique link of the Video, actually) on Facebook will, at this time, show up in the "Wall" portion of your profile as a "Posted Item". Please check your News Feed if you recently posted your Video on your profile page. Please note that, at that moment, your PNP Video is no longer confidential and everyone may transfer your PNP Video links.

To share your unique URL Video link, you can use the Twitter button at the end of the PNP video or go to Twitter (www.twitter.com ) and follow instructions. You must first create a Twitter account. Sharing Videos on Twitter is quick and very easy.

The PNP elves are taking for granted that you supplied your recipient's e-mail on PNP's Website at the end of the Video you created. This problem often turns out being a keyboard error when entering your recipient's e-mail. Please check your recipient's e-mail address. However, if you think that your recipient's e-mail was correctly entered, this situation may possibly be linked to a connection problem when you validated the Video or:

      1. The Video may have been considered Spam or Bulk e-mail by your recipients' e-mail system.

      2. Ask your recipients to check their Spam folder.

      3. Ask them to add PNP's e-mail address to their list of authorized senders.

As the PNP Video creator, you must also have entered your e-mail address and have received the PNP Video by e-mail. You can therefore forward them your e-mail yourself.

Another method is to take the PIN and “Login” that the PNP Website supplied you with at the end of the Video creation and send them to your recipients. From the PNP Website's Home page, they'll be able to enter this information and get the PNP Video.

Videos - Downloading

Here's a tutorial on how to download your HQ video :

http://www.youtube.com/watch?v=jnozODfeO90&feature=youtu.be

PNP Video downloads enable you to keep High Quality digital copies of the Video on your computer. For example, you can then:

  1. View your PNP Video offline, without an Internet connection.
  2. Burn it on a DVD or save it on a USB key.
  3. Transfer it on a Mobile or iPod.
  4. Share it on YouTube, Twitter, Facebook and other media, depending on your taste.
  5. View it in wide format on your TV.

Most users want to download their PNP Video so they can view it even when they don't have an Internet connection. Most importantly, though, is that this Video will remain yours forever as an irreplaceable Christmas keepsake.

PNP video messages must be compiled and converted to a new format before being ready for download. This process can take between a few seconds and up to 5 hours depending on the number of downloads being generated at the same time. Please note that you will initially receive an e-mail confirming that we have received your order. Once it is ready, your file will be available in your PNP account.

Then you'll receive an e-mail at the address you gave us as soon as your Video is ready for download

PNP Video downloads are available in High Quality (HQ) MP4 format.

The video stream is encoded in H.264 format with a resolution of 720 pixels wide by 404 pixels high. The frame rate is 24 frames per second. The audio stream is encoded in AAC stereo 16 bit/s with a sampling rate of 48,000Hz.

This format is supported by most operating systems (Microsoft Windows, MacOS, GNU / Linux). It is also supported by the mobile platforms iOS (iPad, iPhone) and Android.

Although the PNP HQ videos should work on most videos players, we recommend that you use Apple QuickTime (version 7 or higher, http://www.apple.com/quicktime/download/), VLC Media Player (http :/ / www.videolan.org/vlc/) or MX Player (if you want to watch your video on Android). Note that some players like Windows Media Player may require installing external codecs.

From your PNP account: click on the download action icon and follow the instructions.

When you clicked on the download button in the "My Products" tab of your PNP account, you selected a folder as the destination for the downloaded file. This is where your file should be.

If you are experiencing problems downloading your PNP Video, you may try a few more times by again clicking on the unique URL link you received by e-mail or the "download" option associated with your video message in your PNP account. Otherwise, please contact the PNP elves.

Your PNP Video download is available in a MP4 format to facilitate transfer to your iPod, iPad or iPhone. Once the MP4 folder is downloaded on your Desktop, you can move it to your iTunes:

  1. Open iTunes.
  2. Click on “Files” then on “Add the File to the Library”.
  3. Find and choose the Video file then click on the “Open” button.
  4. Your movie will then be added and you will be able to find it in the “Movies” section of your “Library”.

Please note that as of November 25, you can also get the PNP mobile application in Apple's appstore so you can create and view PNP Premium Videos on your Mobile.

If your download stops before it plays all the way through, the elves think you probably just need to re-download it (that is, do a refresh).

If the problem continues, don't hesitate to contact the PNP elves, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

Videos - About

PNP offers 2 versions of its Christmas video message from Santa: one is free video and the other is called “Premium” which is sold through its online store. The free version is:

  • Shorter (a bit over 3 minutes long).
  • Allows the addition of only 2 pictures in the video message.
  • Offers 7 points of personalization.
  • Is only available during the holidays.
  • Can be viewed online or shared using a laptop or desktop computer.
  • Can’t be viewed on mobile devices (tablets or smartphones).
  • Can't be downloaded on your computer or mobile device

The premium version is:

  • Longer (a bit under 6 minutes long).
  • Allows the addition of up to 5 pictures in the video message.
  • Offers 9 points of personalization and you can choose different scenes.
  • Is generally available until the next version of the premium video is released (changes once a year).
  • Can be viewed online or shared using a laptop or a desktop computer (Mac or PC).
  • Can't be downloaded on your computer or mobile device.
  • The premium version is included with the mobile app version of the site, so you don’t need to purchase it online.

To keep either versions of the video longer or add them to a collection of videos on Facebook or YouTube, or save them on a USB key, you’ll need to purchase a high quality MP4 file that you can download and keep for as long as you want. Offline viewing of PNP is not available otherwise.

No. While you can navigate most of the site using these devices, the video messages are created using Adobe Flash. This technology is no longer supported by most smartphones or tablets. To view video messages on mobile devices (tablets and smartphones), you will need to purchase the PNP mobile app. The mobile app includes credits to create a Premium video as well as a personalized call from Santa. You can access the videos created in your account, as long as you use the same email address with your mobile application.

General Questions

General Questions - Security & Confidentiality

We use industry standard technology for secure commercial transactions. Our security protocol encrypts all your personal information such as name, address and credit card number so that it is unreadable. We make sure that all transactions requiring your credit card number and your personal information are secure and encrypted.

All videos sent from PNP’s website are kept on the PNP servers. The presence of a virus is nearly impossible since your PNP video comes directly from our servers. If your video is not sent from our servers, there is a risk comparable to any email received with an attached file. Although you do not need to install software to send or receive videos from our website, we recommend that you install the Flash application to access the video content. You may install or reinstall the latest version of Flash from this website.

Unfortunately, it is impossible to establish exactly who sent a PNP video (there would be no way to guarantee the sender's identity even if the sender were asked to complete a field to this effect). We are aware of the possibility of malicious activity via erroneous video notifications. As a precautionary measure, we offer the following recommendations:

  1. There isn't really much risk in simply opening an email, but you should be cautious regarding any links it may contain.
  2. When in doubt about the source of an email, don't open it. If you open it, don't click on any links it contains.
  3. The person who sent the video is usually identifiable, in the subject line, for example. If you do not recognize the sender, be cautious. Be particularly vigilant if the subject line is impersonal.
  4. If you believe you have received a fraudulent email video claiming to originate from PNP, please send it to our Customer Service security team by clicking here. Your email will help us fight spam and phishing attempts.

A few extra recommendations for further protection:

  1. Make sure you always use the latest version of your browser so it can check fraudulent websites as you browse.
  2. Add our address to your list of known senders so that you do receive video messages that are actually meant for you. This does not guarantee that you will never receive any hoax videos.

For more details on our policies and protocols, read our Terms of use and Confidentiality Policy.

UgroupMedia is a company that specializes in developing and rolling out novel video personalization solutions for the web. Thanks to our “U” technology platform, we can offer our customers made-to-measure personalized video concepts, set up in real time using user choices or existing customer profiles. In only a few years, the joint work of UGM and Santa Claus' elf engineering team led to the launch of the Portable North Pole console and its subsequent runaway success! Users just have to answer a few questions and provide pictures in order for Santa to prepare a unique and personalized video message for them. The success of the Portable North Pole operation has demonstrated the scope of UgroupMedia’s expertise. Additional information is available http://www.portablenorthpole.com/home.

General Questions - Technical Issues

Websites store cookies on your computer to facilitate transactions with the site. In most cases, cookies are harmless and are used by many websites around the world. For some websites, you must allow cookies to be accepted in order to use the site.

For Internet Explorer 9 

1. Open Internet Explorer
2. Click on the gear-wheel icon at the top right of the browser window.
3. Click "Internet Options".
4. Change to the "Privacy" tab.
5. You now have two options depending on how much you want to restrict cookies:
      Automatic cookie handling
      Set the slider to "Medium".
This should be enough to enable cookies on the PNP website. It is also recommended that you add PNP to your Sites list. To do this, click Sites, enter the PNP URL in the Address of website box.
6. Click "Allow".
7. Click "OK".
8. Click "OK" and close down the Internet Options window.

For Internet Explorer 8

1. Open Internet Explorer
2. Click on the Tools button and choose Internet Options
3. Choose the Privacy tab
4. Click on the Advanced button
5. Tick Override automatic cookie handling
6. Choose Accept or Prompt for first party and third party cookies.
7. Click OK

8. Click OK and close the Internet Options window

For Internet Explorer 7

1. Open Internet Explorer
2. Click on the Tools button and choose Internet Options
3. Choose the Privacy tab
4. Click on the Sites button
5. Click on the Advanced button
6. Tick Override automatic cookie handling
7. Choose Accept or Prompt for first party and third party cookies.
8. Click OK
9. Click OK and close the Internet Options window

For Safari

1. Open Safari
2. Click on Safari on the toolbar
3. Choose Preferences
4. Click on the Security button
5. Under the Accept cookies section select “Only from sites I visit
6. Exit preferences

For Firefox

1. Open Firefox
2. Click on the Tools menu and select Options
3. Select the Privacy tab and tick the box next to “Accept cookies from sites
4. Click on OK

For Google Chrome

1. Open Google Chrome
2. Click on the Tools menu and select Settings. Click Show advanced settings.

3. In the Privacy section, click the Content settings button.

4. In the Cookies section, click the radio button next to Allow local data to be set (recommended).
5. Click on OK

To clear your cache, follow the steps below:

In Internet Explorer 9, click on the "gear" icon, located in the upper right hand corner of your IE9 window. From the drop-down menu select Internet Options. On the General tab find the section labeled “Browsing history” and click the button labeled Delete. In the Delete Browsing History window tick the box labeled Temporary Internet Files. Click the Delete button. Click OK. Now, close Internet Explorer and reopen it.

In Internet Explorer 8, on the top toolbar, choose “Tools” and then “Internet Options”. Under the “General” tab, choose “Delete…” from “Browsing History”, then choose “Delete files...”.

In Internet Explorer 7, on the top toolbar, choose “Tools” and then “Internet Options”. Under the “General” tab, choose “Delete…” from “Browsing History”, then choose “Delete files...”.

In Mozilla Firefox for Windows, on the top toolbar, choose “Tools”, and then “Options” in the drop-down menu. Click on the “Privacy” icon at the top, and then under the “Cache” tab click on the “Clear Cache Now” button.

In Mozilla Firefox for Mac OS X, from the Tools menu, choose “Clear Recent History”. Then from the “Time range to clear: drop-down menu”, choose the desired range; to clear your entire cache, choose “Everything”. Click the down arrow next to "Details" to choose which items to clear. Click “Clear Now”.

In Safari, click on the “Settings” button, click on “Reset Safari”, then tick “Empty the Cache”.

In Google Chrome, click the Chrome menu at the top right of the browser bar. Select Tools from the drop-down menu and then select Clear browsing data. In the dialogue box that appears, choose the items you want to clear (e.g., Clear browsing history, Clear download history, Empty the cache, Delete cookies and other site and plug-in data). You can choose the period of time for which you want to clear cached information in the “Obliterate the following items from: drop-down menu”. To clear your entire cache, select the beginning of time. Click Clear browsing data.

In Internet Explorer 9, choose Tools on the top toolbar and then Internet Options. Under "Browsing History," click Delete... Place a check in the Temporary Internet Files and Cookies checkboxes. Click Delete at the bottom of the pop-up window. Close and restart your browser.

In Internet Explorer 8, choose “Tools” on the top toolbar and then “Internet Options”. Under the “General” tab, choose “Delete…” from “Browsing History”, then choose “Delete cookies...”.

In Internet Explorer 7, choose “Tools” on the top toolbar and then “Internet Options”. Under the “General” tab, choose “Delete…” from “Browsing History”, then choose “Delete cookies...”.

In Mozilla Firefox, choose “Tools” on the top toolbar, and then “Options” in the drop-down menu. Click on the “Privacy” icon at the top, and then under the “Cookies” tab click on the “Clear Cookies Now” button.

In Apple Safari browser, click on the “Settings” button, click on “Reset Safari”, then tick “‘Remove all Cookies”.

In Google Chrome, click the Chrome menu at the top right of the browser bar. Select Tools. Select Clear browsing data. In the dialogue box, tick the boxes next to the information you wish to delete. Use the Obliterate the following items from drop-down menu at the top of the dialogue box to select the quantity of data to delete. Select the beginning of time to delete all items. Click Clear browsing data.

For Internet Explorer

1. Click Tools and then Internet Options
2. Select the Security tab, and select the Custom Level button
3. Scroll down to Scripting of Java applets
4. Make sure the Enable radio button is checked
5. Click OK to save your preference

For Mozilla Firefox

1. Start Firefox or restart it if it is already running
2. At the top of the browser, select the Firefox button (or Tools menu in Windows XP), then Add-ons. The Add-ons Manager tab will open.
3. In the Add-ons Manager tab, select Plugins
4. Click Java (TM) Platform plugin to select it
5. Click on the Enable button (if the button says Disable, Java is already enabled)

For Apple Safari (1.0)

1. Select 'Safari' from the top menu
2. Choose 'Preferences'
3. Choose 'Security'
4. Select the checkbox next to 'Enable JavaScript'

For Google Chrome

1. Click on the wrench icon and then select Options.
2. Select Under the Hood and then Privacy Content Settings. The Content Settings panel will appear.
3. In the Plug-ins section, select the Disable individual plug-ins link to check whether Java is enabled
4. Click on the Enable link (if the Disable link appears, Java is already enabled)

Please keep in mind that upgrading your browser or installing new security software or security patches may affect your JavaScript settings.

Change the system locale to the language of your choice using these instructions.

For Windows XP, Vista and Windows 7

Note: You must be logged in with an account that has Administrative Privileges.

1. Click Start > Control Panel.
2. For Windows 7 and Vista: Click Clock, Language and Region > Region and Language.
For Windows XP: Double click the Regional and Language Options icon.
The Regional and Language Options dialog box appears.
3. For Windows 7: Click the Administrative tab.
For Windows XP and Vista: Click the Advanced tab. (If there is no Advanced tab, then you are not logged in with administrative privileges.)
4. Under the Language for non-Unicode programs section, select the desired language from the drop down menu.
5. Click OK.
The system displays a dialog box asking whether to use existing files or to install from the operating system CD. Ensure that you have the CD ready.
6. Follow the guided instructions to install the files.
7. Restart the computer after the installation is complete.

For OS MAC

1. Click the "System Preference" icon in the Dock or click the Apple icon and click "System Preferences."
2. Click "Language and Text," then the "Input Sources" tab.

3. Check the language or languages that you want available for keyboard layouts. If you check multiple check boxes, click "Show Input Menu in Menu Bar" to make all languages you have selected available when you click the "Flag" icon in the menu bar at the top of the screen. For example, if the U.S. flag is displayed, you can click it and select another keyboard language from the drop-down menu.

If you wish to install Flash or if you are being asked to reinstall Flash to solve problems, you must take the following steps:

Install Flash. You may now proceed to install or reinstall the latest version of Flash from the following site.

Please note that the installation instructions are slightly different for Windows and Internet Explorer compared to Firefox and Chrome because Internet Explorer uses Active X controls.

NOTE: PNP does not accept any responsibility regarding downloads affecting the Windows registry. Please take care when downloading software from the Internet or when attempting to repair the registry yourself.

Please use the following links:
For Google Chrome
For Mozilla Firefox
For Internet Explorer
For Apple Safari

To download Quick Time.
To download Media Player.

Spam filters have had to get tough to combat spammers.  Across the web, non-spam emails are regularly routed into spam folders instead of being delivered. To fight spam, most email services have built-in spam filtering programs. The problem is that now many important emails are being sent to the junk or bulk mail folder or, worse, being rejected outright. This is a widespread problem on the Internet.
How can you prevent PNP emails from being rejected or undelivered?
1. When an inquiry is filtered into your spam folder, click “Not Spam” to notify your e-mail service of the error.
2. Add the PNP domain to your safe sender's list.
3. Check your bulk or junk mail folders periodically.

Here's how to proceed with the different vendors:

For Outlook: 1. Click on “Tools”. 2. Then click on “Unwanted Mail” then “Approved List only” Tab. 3. Go to the “Approved Senders” Tab. 4. Now insert PNP's email address. 5. And click on OK. 5. Click on OK a second time.

For MSN Hotmail: 1. Click on “Options”. 2. On the left of the page, Click on “Mail” and then on “Preventing Unwanted Mail”. 3. Click on “Authorized Distribution List”. 4. Insert PNP's email address. 5. Click on “Add”.

For Windows Live Hotmail: 1. Click on “Options”. 2. Click on “Other Options”. 3. Click on “Unwanted Mail”. 4. Click on “Authorized and Blocked Senders”. 5. Click on “Authorized Senders”. 6. Insert PNP's email address. 7. Finally, click on “Add to list”.

For Yahoo!: 1. Click on the “Spam” link on the left side of the page. 2. Find PNP's e-mail. 3. Tick the corresponding square and click “Not Spam”.

For AOL: Insert PNP's electronic address in your address book or your list of authorized senders. 1. Click on “Anti-Spam Filter” at the bottom of your Inbox screen. 2. When “E-mail and Anti-Spam Filter” appears, click on the “Authorized Senders List” link. 3. Choose the option “Authorize the e-mails of...”. 4. Add PNP's email address and click on “Add” and then on “Save”.

For Gmail: 1. Click on “Contacts” on the left of any Gmail page. 2. Click on “Add to my Contacts”. 3. In the space for the electronic address, enter PNP's address. 4. Click on “Save”.

For EarthLink: Enter PNP's email address in your address book. 1. Click on the Suspect emails folder on the left of the page. This folder contains all the emails that EarthLink interprets as spam and deletes them based on your preferences. 2. If you see a message with PNP's email address, choose the Move to the Inbox option and add this contact from the drop-down menu.

General Questions - Customer Support

If you do not find an answer to your question in our FAQ, you can contact the PNP elves by clicking here. The more information you provide, the easier it is for them to help you. Our policy is to respond to your requests within 48hrs, but in some cases, it might take longer because of a high volume of requests (thank you for your understanding). In the meantime, you can always refer to our FAQ which we expand every year to serve you as effectively as possible.

Products

Products - Interactive Letters

Your webcam might not be recognized for different reasons:

1. It may not be plugged in. Refer to the manufacturer’s manual to find out how to plug it in correctly.

2. It may be plugged in incorrectly. Refer to the manufacturer’s manual to find out how to plug it in correctly.

3. It may be broken. In that case, you need to get a new one.

      4. The drivers may be installed incorrectly. Refer to the manufacturer’s manual to find out how to locate, install or re-install them.

      5. It may be being used by another application. Close this application and reload the page.

      6. You may not have a webcam. In this case, you need to get one.

Try other sites or tools that you usually use with your webcam (e.g., Skype) to check that it is working properly.

Depending on the delivery service you choose and your shipping address, delivery time is usually between two and three weeks from the date of your order. If the shipping time is exceeded, our PNP elves will locate your order for you. You can contact us by clicking here. Make sure to provide us with the confirmation number and other information found in your email order confirmation.

1. Make sure that your camera is plugged in and working. You can check this by looking at the image captured by the camera. If it shows what is in front of the camera and the image changes when you move the object in front of it, it is plugged in and working. Otherwise, it’s probably not working.

2. Make sure you are in the augmented reality module.

3. Make sure you are clicking on the actual icon. The icon is on the back of your letter. It shows the letters PNP and a full circle in a white square at the centre of a black square.

4. Make sure you're not in the shade. Without sufficient light, the camera cannot capture the icon. If the room is too dark, turn on a light or lamp, or let in the daylight.

5. Make sure that the icon is visible to the camera. You can check by looking at the image captured by the camera. If the icon is not there, move the card in front of camera.

6. Make sure that the icon is close enough to the camera to distinguish the details. You can check this by looking at the image captured by the camera. If the icon is small and you cannot see the details, move the card closer to the camera.

7. Make sure that the icon is far enough from the camera to be captured in its entirety. You can check this by looking at the image captured by the camera. If you see only part of the icon on the screen, move the card back until you can see it entirely.

The premium PNP video included with the interactive letter will be available by mid-November 2013. You will find a web link in the interactive letter as well as a PIN code, which you will need to view your video.

Make sure that your webcam is not being used by another program. Also make sure that your computer has Flash 9 or higher installed. You can download free Flash software here.

To maintain the magic effect of the letter, you should scan just the face of the child to whom the letter is addressed. Santa addresses only to one recipient in his interactive letter.

The features of the interactive letter are not supported by smart phones and tablets.

WINDOWS 7  

1.  Click the Start button on your Windows taskbar and then click Control Panel.

      2.     Click on Device Manager in the control panel. Open the Device Manager and click on the + or arrow next to Imaging Devices to locate your webcam. If your webcam is not installed properly, the Imaging Devices section will be already open.

      3. Right-click on your webcam name and then choose Properties in the dialogue box that appears.


The properties of your webcam will appear in a new dialogue box.

Products - Santa's Calls

Santa’s Call is a personalized phone call platform allowing Santa Claus himself to call your loved ones. With a call credit, you may choose among 14 different scenarios (congratulations, encouragement, night before Christmas, birthday, etc.) and personalize it with various elements such as the recipient’s name, age, gender and residence. Approx. duration of pre-recorded calls: 2 min.

When you purchase a call credit, you will be asked to verify if your country is in the list of available countries to call and you will then be invited to fill out personal elements for your call. Once the elements have been filled out and your credit purchase is processed, you will then receive an email with a link to Santa’s Call Center to setup the call. You may choose a scenario, choose the country and enter in the phone number you wish to call. After confirming all the information, you may launch the call. The call is placed right away and will be received with an approx. delay of 15 seconds to 4 minutes (depending on call volume, calls may be delayed further).

It is always best to ensure that your recipient is ready to pickup the call (by letting them know ahead of time that a call is on the way). It is also important that once the call is answered, the recipient must PRESS 1 to connect to Santa upon the elf's invitation prompting the recipient to PRESS 1.

If the recipient does PRESS 1 and completes the call successfully, a credit is used. If the recipient does PRESS 1 and disconnects prior to the call being completed, a credit is still used.

In the cases Santa is unable to reach the recipient, here are the details of how he will attempt the call again and the credits being used:

  • If the line is BUSY, Santa will attempt the call again with no credit being used until the user’s phone rings.
  •             If there is NO ANSWER or the recipient has answered however did not PRESS 1 to connect with Santa, (the case of an ANSWERING MACHINE as well), we will send you a notification email to re-verify/change the phone number and country called and allow you to attempt the call again.
  • If there is still no answer or the user has still not pressed 1, we will send out another email to re-verify the call information. You have 3 attempts to verify and try the call again and after the third try a credit will be used.

The number of credits indicates the amount of new calls that are able to be made. The number of calls in process indicates the amount of calls being processed at a given time but still not completed (in the case of the recipient not answering or not pressing 1).

While Santa does his best to call all around the world, there are unfortunately certain areas or specific area codes which he cannot reach. Here is a link to consult the list of countries available link to country list.

Might be different technical problems, try again later. If you’ve followed all the necessary steps and the call did not go through, please contact our technical support team by clicking the following link.

Products - PNP Mobile App

Yes, every year since 2010 we have launched a new mobile PNP application compatible with iPhone, iPod, iPad and Android. For a reasonable price, PNP 2013 includes the premium video, an Advent calendar and lots of other exclusive surprises.

The 2013 PNP mobile app complements the Portable North Pole website (www.portablenorthpole.com). It allows you to create Premium personalized video messages and phone calls from Santa in the Parents section. To purchase them, you will get 5 credits automatically included in your app when you download it (1 credit = 1 phone call or 1 Premium video). The app also offers various features for kids, including the interactive PNP Advent calendar, the Santa’s Radar and the Christmas Countdown. 

To get to the Parents section, click on the lock icon at the top right of the app’s main screen. The first time you visit the section, you will be asked to create a PIN, to block your kids and preserve the magic of Christmas! You will then need to enter your PIN every time you come back to the section.

This is one of our best innovations for 2013. With your PNP account, you can access your video messages from any media device (computer, mobile or tablet). Everything will be synched automatically without you having to do anything.

First you need to go to the Parents section, and then click on the Videos tab. Next, hit the Create Video button and follow the steps on our video creation form. You can then view your video message with your Video Manager tool. One video message will cost you one credit.

First you need to go to the Parents section, then the Calls tab. Select the “Create Call” button and follow the steps on the creation form. You can then view the status of your call with the Call Manager tool. One call will cost you one credit. 

The credits allow you to create new video messages or phone calls from Santa, and download video messages created using other devices or shared by your friends.  When you purchase the 2013 PNP mobile app, you will get 5 credits automatically. (Note: credits dependent on the device and not the PNP account you connect with). If you use up all your credits, you can top them up any time in the My Account tab in the Parents section.

The Children’s section is located in the main section of the 2013 PNP mobile app, and is designed primarily for kids. You will find 4 menus in this section:

  • The Advent calendar: Every day in the lead up to Christmas, discover videos and exclusive games by clicking on each date on the calendar.
  • Christmas videos: You will find a list of all of Santa’s personalized video messages, as well as videos for the Advent calendar as you reveal them day-by-day.
  •  
  • The Radar: This tool shows where you are in the world in relation to the North Pole and allows you to discover other Santa fans around the world.
  •  
  • The Christmas Countdown: This allows you to count down the days, hours and minutes to the big day.
  •  
  •  

To purchase the app with your iOS or Android-enabled device, go to the App Store (Apple iOS devices) or Google Play (Android) and type “PNP” into the search bar. Or you can click on one of the links below using your device and follow the instructions.

 

For iPhone/iPod: Coming soon

For Android: Coming soon

For iPad: Coming soon

Here's a tutorial video explaining the main features of the PNP 2013 mobile app :
http://www.youtube.com/watch?v=XdJ7i_upfIk&feature=youtu.be

Products - Other Products

While we cannot show you the exact rendition of your products online yet, we provide online versions of typical personalized products to help you visualize your own personalized versions.

Our personalized products are available in English and French. If you would like to browse or purchase our French products, please visit the French version of our site by clicking here. If you would like to browse or purchase our English products, please visit the English version of our site by clicking here.

We personalize these products with the information that you provide in the forms in the online store or in your PNP video form. You are then given the chance to confirm all the information before going ahead and making your purchase. If you have already completed a form for a free PNP video and you want to change any information (for example, a picture) before ordering the product, just take a few minutes and create another free PNP video with the new information and continue the purchase process.

Since this is a personalized product, there cannot be more than one central character for the PNP Santa Claus story.

The storyline of the book is inspired by Santa and the Elves choosing nice or naughty children. For more information, you can read the demo version of the book on the corresponding product page.

Products - PNP Santa Sprint

PNP Santa Sprint is a iOS mobile game available on the Apple App Store.  The game can be played with mobile Apple devices (iPhone, iPads, iPods) supporting iOS 6.0 or later.    

 

Enjoy the magic of the holidays by helping Santa prepare for Christmas and unlock Exclusive Video Story Tales featuring Santa Claus himself upon completing levels.

 

Winter has breached into Santa's Workshop, Library and Stable! Items have been scattered throughout the environments and must be collected by a young Elf to help Santa. Sprint through mazes collecting items but be aware of the frosty creatures that await you…

 

Click here to view a trailer of the game:

http://www.youtube.com/watch?v=vIPnHGK4UHM

There are 3 environments (Library, Workshop and Stable) with 15 floors each.  A total of 45 levels of excitement!

Upon completing an entire environment, a new video story will be unlocked.  There are a total of 3 video story tales.

Currently, PNP Santa Sprint is only available for iOS devices. 

PNP Santa Sprint can be found on the Apple App Store by clicking the following link:

https://itunes.apple.com/us/app/pnp-santa-sprint/id715969290?mt=8

All personalized video messages can be viewed either on our website or with the PNP Mobile App, but not with the game app PNP Santa Sprint.

My PNP Account

My PNP Account - My Information

No you can't, but you can update the shipping information in your PNP account to update the information for the next purchase.

Yes.

  1. Visit your PNP account and select the My Information tab.
  2. Click on Facebook Connect
  3. Click on the Connect with Facebook button.

 

 

Yes. In your PNP account:

  1. Click on My Information tab then on Email address
  2. Enter the new email address you wish to associate with your PNP account and confirm it by typing it a second time.
  3. Press the Submit button.

My PNP Account - My Invoices

My PNP Account - My Products

Certain fields of your video message can be modified once you have finished your personalization. Use the “modify” icon in your account’s “My Products” tab. Note that once you initiate the flattening process that allows you to download the file, modification will no longer be available.

This tab provides you with a bird’s eye view of all your products, your personalized messages and the actions you can take during the current Holiday season.

Move your cursor over the icons under the “Available Actions” column to discover what you can do.

When the season is over in mid-January, the elves will send you an email to invite you to download the video messages if you wish to keep them before they are removed from the system.

You can “personalize” a product that was purchased from the e-shop and hasn’t been through all of the questions in the personalization form associated with this product. Once the product has been personalized, the “Personalize” action is replaced with the “Modify” action. In other words, you need to personalize a product before you can modify it.

No, certain fields are not modifiable. If you wish to modify a “non modifiable” field, you will need to create a new message.

Furthermore, products associated with a downloadable file are no longer modifiable once you’ve generated the file for download.

Finally, physical products that have been ordered will no longer be modifiable.

PNP will bring you to the first page of the personalization form where you will begin the personalization of this particular product.

A free video message will not appear in your list of products until you have completed all the steps in the form. It is possible that your session expired before you completed the process. Try again and if you're still having trouble, please contact the PNP elves, making sure you describe what you have already done.

While you can’t share a video message from this area, you can click on the “View” message and use the share options inside the video player page.

First, you need to purchase this option if you haven’t done so already. You can purchase this option by clicking on the “Purchase Download” button to the right of the video message you wish to keep. If this button doesn’t appear next to your video product, you probably already own this option.

Before you download the file, make sure you viewed it and are happy with the result. Once you trigger the download button, you will not be able to modify the information in video any longer, so keep this in mind.

When the download option is available for a product, it will appear as an icon showing a green circle with a yellow arrow in the center. This means you have completed a message and your video can be compiled into a downaloadable file. Clicking on this icon will cause the icon to change to yellow temporarily while the file is being flattened into a file that you can download after.

Once the download icon becomes all green (the circle and the arrow are green), you can download the file.

You will have up to 5 downloads available. Remember, once you downloaded the file, you can make as many copies as you want on your end. Save your downloaded file somewhere safe or where you can access it whenever you need it.

If you have used up all five downloads, the “Download” icon will become gray and you will no longer be able to download. When this occurs, check your local storage units (USB key, hard disk and so on) or ask someone to help you find the file. It’s probably still on all the computers you used to download it. If you can’t find it and wish to download the content again, you can purchase the download option again for this product.

There are a few reasons why you couldn’t see the “View” icon next to the product containing a video message:

1)      You did not complete the personalization of the product within one hour and the session expired before you completed.

2)      You completed your personalization, but decided to make a modification and did not complete this process, rendering the message incomplete.

3)      Only video messages can be viewed.

If none of these situations apply to you and you're still having trouble, please contact the PNP elves, making sure you describe what you have already done.

The delivery truck icon represents the “Process Order” action and there will be one for each non-processed item in your order.

Processing your order implies that you have successfully completed the personalization of all the physical products belonging to an invoice and that you are ready to submit this order to the elves so that they can begin the production and shipment of the product.

Once you click on any of the “Process Order” icons belonging to the same invoice, all other products will be processed at the same time.

It is calculated from the moment you click on the “Process Order” to the actual delivery of the product. The exact number of days this represents depends on the shipping method you selected and the country where the shipment will be delivered. Please keep this in mind when ordering physical products.

You can click on the “Find out more” action associated with the product or products in question. This should provide you with information such as shipping date and history about the product.

Alert icons show up when you purchased a product that requires an action on your behalf. It’s nothing to worry about, but it’s there as a reminder to you that these products require you attention. Remember, physical products need to be processed and shipped after you completed the personalization. Furthermore, if you have multiple physical products to ship in the same order, you’ll need to complete all of them before the order can be processed. Just keep that in mind and everyone will be happy!

Starting in late November, PNP videos (except premium videos) are available online for free for a limited time during the holidays. You can view your video many times for free on the internet solely at the PNP website. If you want to keep it as a permanent keepsake, you can purchase and download it in high quality format to keep on your computer or another digital storage device. The premium version of your PNP video is available for purchase the entire PNP season. For more information about premium PNP videos, please visit the PNP store.

You can take advantage of our premium PNP video offer and other offers that include a premium PNP video at the PNP web store. Choose the products you want in the store, follow the instructions to personalize them and then proceed with the purchase of your premium PNP video. At the end of the purchase process, you'll receive a purchase confirmation email. When your video becomes accessible, you will receive an exclusive link by email that will allow you to watch your video online.

All your video messages are strictly private unless you choose to share the unique URL address or use one of the sharing tools embedded in the message player. Once you share your video, it can be shared again and again with others. However, nobody can come across your video by chance, can find it through a search or access it unless you previously provide access to it.

My PNP Account - Log In

The PNP elves have determined that there may be one of two reasons:

1.   Your e-mail address is incorrect:

  • Check to make sure your e-mail address is entered correctly (xxxx@yyyy.zz).
  • Try a different e-mail address you might have used ... if you have a different one. 
  • If you are still having a hard time connecting with your email address, it is possible it had a typo when it was entered at the moment of creating your video. Unfortunately there isn't any way that the elves can retrieve your video without the correct email address that was used to create it. Please, restart the initial process and create a new video with the e-mail address of your choice. 

2.   Your password is incorrect:

  • Check to make sure the Caps Lock on your keyboard is off.
  • Check to make sure the Num Lock on your keyboard is off.
  • Check your keyboard language setting. Make sure it is the one you usually use.    

If you forgot your password:

  • Go to the home page and click on "I forgot my password" in the "My PNP account" box.
  • Enter your e-mail address and click on "Reset password".
  • The elves will send you an e-mail with your new password. 

If you're still having trouble signing in, please contact the PNP elves by clicking here. http://www.portablenorthpole.com/support

PNP Videos are not stored on the PNP servers from one year to the next so the elves cannot retrieve them. If you wish to have it as a keepsake for years to come, you can download your 2013 PNP Video for a small fee. So let's go and create a new PNP Video now!

The PNP elves have determined two possible reasons:

1.     Our sites are geolocated per country, so you should access the PNP Website of your specific country. But if your Internet Service Provider (ISP) is located outside your country, your ISP location will determine which PNP Website you can access.

2.     Your computer has a VPN (Virtual Private Network) configuration that is modifying your computer online region. Set it to \"Off\" or change its settings to make it correspond to your actual country.

If you're still having trouble, please contact the PNP elves by clicking here, making sure you describe what you have already done.

Orders

Orders - Placing an Order

When you have completed your purchase at the PNP store, you will receive an email containing the order number and a link to access the details of your order status.

Until your order is confirmed by payment, you can change or cancel your order. Once the order is confirmed, however, it is sent to the team of elves at the PNP store who immediately start to prepare it. At this point, we are unable to cancel or modify your order.

Sales taxes based on your shipping address are applied based on tax laws wherever applicable.

Click here to contact the PNP elves, making sure you describe and categorize your problem carefully. The elves will answer all your questions!

If you want to use one of these promotional codes when ordering, simply enter it in the appropriate location when you have finished adding products to your online shopping cart. The discount will be applied automatically.

You cannot combine the discount codes with other discounts or promotions.

Check that the discount code and validation period are valid for the product you have selected. If they are valid and you are still having problems using it, please contact our elves by clicking here.

Orders - Payment

We accept two different modes of payment:

1. Credit Card (Visa, MasterCard)

2. PayPal, which is a recognized online payment service. All data supplied to PayPal are 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.

There are two steps in the process: authorization and charge. The first step ensures that funds are available for your purchase. This occurs when you enter your credit card number on the payment page of our PNP website. At this point, no charges are made. Your card is actually charged only when you click on the “Send My Order” button on the order confirmation page and the message “Your purchase is complete” appears.

Please enter your card number with numbers only; don't include spaces.

Because our products are personalized for the child you choose, we require payment in advance, like most online orders. You can understand that once a book, puzzle or Santa Claus letter is produced, it cannot be sold to someone else if you change your mind or discover you have made an error in the information supplied.

American customers will be charged in US dollars, Canadian customers will be charged in Canadian dollars, European customers will be charged in euros and United Kingdom customers will be charged in pounds sterling. All other customers will be charged as displayed.

Contact your credit card company or PayPal, depending on which payment service you used.

Orders - Delivery

The PNP elves are taking for granted that you supplied your recipient's e-mail on PNP's Website at the end of the Video you created. This problem often turns out being a keyboard error when entering your recipient's e-mail. Please check your recipient's e-mail address. However, if you think that your recipient's e-mail was correctly entered, this situation may possibly be linked to a connection problem when you validated the Video or:

          1The Video may have been considered Spam or Bulk e-mail by your recipients' e-mail system.

2.  Ask your recipients to check their Spam folder.

3. Ask them to add PNP's e-mail address to their list of authorized senders.

As the PNP Video creator, you must also have entered your e-mail address and have received the PNP Video by e-mail. You can therefore forward them your e-mail yourself.

The PNP elves usually use regular mail services (US Postal Mail in the United States, Royal Mail in the United Kingdom, etc.), as well as shipping companies such as Fedex.

In some cases, a special courier (Canada Post, UPS or other) will bring the package to your home. If you are not available at that time, the package will be sent to your regular post office or the courier's office and a note will be left in your mailbox explaining how you can claim your package. In some cases, the package may be left at your door.

Yes, you can choose the address where you want your order to be shipped.

On receipt of your order, the PNP elves need about 1 to 3 weeks to complete and ship it to you with standard processing and shipping. For orders outside of North America or Western Europe, delivery time varies by destination. Faster delivery might be available on the site.

Most orders destined for the United States or Western Europe should be delivered within 10 business days. In certain cases, faster methods of delivery might be available on the site. Please refer to our delivery time listings for specific information based on your shipping address.

Regular shipping is available for local and most international destinations at a reasonable cost. Express shipping may be available for certain destinations.

When you are placing your order, you will be able to see the prices for the various shipping options, based on country of destination and products selected.

Orders are rarely received more than 3 weeks after the order is placed. If you do not receive your package 3 weeks after ordering, please contact the PNP elves by clicking here. They will ensure that the problem is resolved. Please have your confirmation number on hand when you contact the elves.

Orders - Returns and Refunds

We guarantee the satisfaction of our products. For additional information about legal requirements, please see our returns and refunds policy page by clicking here

When you receive your order or gift, please check your items to make sure they are not damaged and that they were personalized according to your choices.

If you are not satisfied with your products, please contact us for an exchange or a refund (of the cost of the product excluding shipping charges). Merchandise may be returned up to 30 days after receipt. Merchandise that is damaged on receipt may also be returned within 30 days.

Before processing a return, please cobtact us by clicking here.

Orders - Pre-Order

The advantages of the pre-sale are the following: the ability to receive and enjoy a Premium Christmas Video before it becomes available on the site and lower price.
*Please note that pre-sale includes only a Premium Christmas Video 2013 with online views only and cannot be combined with another products.

First you go to a pre-sale section on our web-site, fill in the personal information, email address, and chose the amount of video you want to purchase and proceed with the purchase. Your profile will be created automatically. The creation and personalization of the video is not available at this stage. The invoice will be sent to you right away.
In mid-November you will receive an email stating that the video is ready to be personalized. At this point you’ll be able to access your profile on the web-site, personalize your pre-ordered video and send it to your loved one.

Santa and the elves are still working hard by adding magical extras to the brand new video messages. In mid-November you will receive an email stating that the video is ready to be personalized. At this point you’ll be able to access your profile on the web-site, personalize your pre-ordered video and send it to your loved one.