Portable North Pole has been a key part of our family Christmas traditions for many years now, and it never fails to bring joy and excitement. Watching our children's faces light up when they receive... See more
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Bought on Black Friday premium deal which included 10 free credits. Only 3 were added to my account. Emailed 'purchasehelp' email address and attached screenshot of deal page. Sent message via Facebo... See more
Company replied
Beware! They'll take your money but if you have any issues it's impossible to get any help from them. The Magic Pass I ordered is valid until Oct 2029 (it even says it when I own the app) but t... See more
Company replied
Awful company, says it’s a free video and when showing my 2yr old it cuts out about 20secs into it asking for me to sign up to their premium account. Shocking and disgusting and reading your rev... See more
Company replied
Company details
Information provided by various external sources
Make Christmas magic with a personalized video message from Santa! Choose from free and premium videos that are personalized to the nice and even the naughty.
Contact info
Canada
- portablenorthpole.com
2.1
Poor
40 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 91% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Had an unauthorised £15.99 taken from my…
Had an unauthorised £15.99 taken from my account and followed their refund process, after purchasing last year. No way to get in touch with them,very frustrating as no customer service. Once you've cancelled your account there is no way to see the refund process. Scam company and have had to block through my bank and raise a dispute.
December 4, 2024
Unprompted review
Reply from Santa Claus
Hi Rachel,
We’re very sorry to hear about your experience and the frustration caused regarding your subscription and refund request. We also apologize for the delayed response here, as we recently expanded the way we review customer feedback and regret that your concerns were not acknowledged sooner.
We understand how upsetting unexpected renewal charges can feel. Our memberships are recurring subscriptions, and renewal details — including pricing and cancellation information — are displayed during purchase and in post-purchase communications.
We’d also like to clarify that canceling a PNP account does not automatically cancel subscriptions managed through the original purchase platform, and in some cases this can create confusion regarding renewals or refund visibility.
Although some time has passed, we remain open to discussing this further if you would still like assistance. Please contact our support team through our Help Center and reference your Trustpilot review so we can review your case directly. We'd appreciate the opportunity to earn your trust back. ✨
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Worst experience… SCAM…
Worst experience… payed the premium access but till today no way to get access to the premium videos. More than a week trying to get an answer from customer service but no answer or solution.
I claimed a refund but no way. Already warned credit card company for scam . They made a notice.
Don’t step into this trap! It’s a big SCAM
December 7, 2024
Unprompted review
Reply from Santa Claus
Hi Richard,
We’re truly sorry to hear about your experience and the frustration caused while trying to access your Premium content. We also apologize for the delayed response here, as we recently expanded the way we review customer feedback and regret that your concerns were not acknowledged sooner.
We understand how upsetting it can be to purchase Premium access and then feel unable to use the features included. In some cases, purchases are made using a different email address or app store account than the one currently logged into, which can cause the Premium access to appear tied to a different account and create confusion.
Although some time has passed, we remain open to discussing this further if you would still like assistance. Please contact our support team through our Help Center and reference your Trustpilot review so we can investigate your case directly.
Thank you again for sharing your feedback, as it helps us continue improving both our communication and customer experience moving forward. ✨
Similar negative experience as other…
Similar negative experience as other reviewers. I purchased a one off video and somehow got a 'magic pass' whereby I got charged again 12 months later for nothing. Complained and requested a refund and no response yet. Terrible way to conduct business.
December 9, 2024
Unprompted review
Reply from Santa Claus
Hi Mark,
We’re sorry to hear about your experience and understand the frustration reflected in your review.
We’d like to gently clarify that our subscriptions are intended to be transparent regarding renewal terms. Information related to automatic renewal, pricing, and subscription management is displayed during the purchase process, included in post-purchase communications, and accessible within the account.
If you would still like to discuss this further or feel additional clarification may help, we remain open to the conversation and would be happy to assist however we can. Please contact our support team through our Help Center and reference your Trustpilot review, we’ll get back to you as soon as possible.
Thank you again for taking the time to share your feedback.
Dreadful site if you need a refund…
I wrote a review on here and received a response from Apple. Having pointed out that they had taken £15.99 from my account, the account which I had closed, I asked for help getting my money back as the site is not allowing me to request same. Their answer is to go on to the site and go through the process which I have already unsuccessfully attempted again and again. Poor response.
December 6, 2024
Unprompted review
Reply from Santa Claus
Hi Sally,
We’re very sorry to hear about your experience. We also apologize for the delay in responding here, as we recently expanded the way we review customer feedback to ensure concerns like yours are acknowledged properly.
We’d like to gently clarify that subscriptions purchased through Apple are managed directly by Apple via the Apple ID used for the purchase. This means cancellations, renewals, and refund requests are processed through Apple’s subscription system rather than through the PNP account itself, even if the PNP account has been deleted or closed. This is the standard process for all apps purchased through the Apple App Store.
That said, we never want customers to feel unsupported or left without guidance. We truly appreciate your feedback, and we hope we may have the opportunity to restore your confidence in PNP and provide a smoother experience in the future.
DO NOT USE
DO NOT USE! Have charged me without warning absolutely impossible to get hold of anyone, it's like they don't exist
December 6, 2024
Unprompted review
Reply from Santa Claus
Hi Tamlyn,
We’re very sorry to hear about your experience. We also apologize for the delay in responding here, as we recently expanded the way we monitor customer feedback platforms to better support our users.
We understand how upsetting unexpected renewal charges can feel. Our subscriptions are recurring memberships, and information regarding automatic renewal, pricing, and subscription management is displayed during purchase, in post-purchase communications, and within the account. In some cases, communication issues or email filtering may also affect support interactions, which may have contributed to your experience.
We’d genuinely appreciate the opportunity to look into this further and hopefully restore your confidence in PNP. If there's something we can do, please contact our support team through our Help Center and reference your Trustpilot review so we can review your case directly.
Thank you again for sharing your feedback.
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Absolutely appalling customer service
Absolutely appalling customer service. They charged me £15.99 for another year of subscription without any email warning from them or permission from me to do so. When I contacted PNP Santa immediately to be refunded they agreed but have not reimbursed me. After chasing, customer services eventually emailed me to say they would not refund the amount even though it was requested on the day the subscription renewed.
Beware if you sign up to this company as this is another every cruel way to make money out of people in the name of Christmas.
December 3, 2024
Unprompted review
Reply from Santa Claus
Hi Gemma,
We’re truly sorry to hear about your experience and the frustration caused regarding your subscription and refund request. We also apologize for the delayed response here, as we’ve recently expanded the way we review customer feedback and wanted to ensure your concerns were acknowledged properly.
We understand how upsetting unexpected renewal charges can feel. Our memberships are recurring subscriptions, and renewal details — including pricing and the need to cancel prior to renewal to avoid future charges — are displayed before purchase, during checkout, and in post-purchase communications.
That said, we never want customers to feel ignored or unsupported. We’d genuinely appreciate the opportunity to review your case further. If you're still open, please contact our support team through our Help Center and reference your Trustpilot review so we can investigate your account directly.
Thank you for your feedback, and we hope to have the opportunity to restore your confidence in PNP in the future.
OVERCOMPLICATED full of bugs
This is most user UNfriendly experience I’ve ever had. Absolutely no way to contact for help.
Great when it works but this might be my fifth year I’ve paid through iTunes and it still asks me if I want to sign up every time so I try that and it tells me I already have and account ARGH Very frustrating.
November 30, 2024
Unprompted review
Reply from Santa Claus
Hi Jane,
We’re truly sorry to hear about your experience and the frustration you encountered. We also apologize for the delayed response here. We’ve recently expanded and improved the way we review customer feedback, and it’s important to us that concerns like yours are acknowledged.
We understand how frustrating it can be to have trouble accessing a subscription you’ve already paid for, especially when being prompted to sign up again. In some cases, this can happen if there’s a mismatch between the Apple ID used for the purchase and the email/account currently logged into the app. Restoring the purchase from within the app can often help reconnect the subscription correctly.
We’d genuinely appreciate the opportunity to help further and hopefully restore your confidence in PNP. You may contact our support team through the PNP Help Center and reference your Trustpilot review so we can investigate your account directly and assist you properly.
Thank you for your feedback, and we hope you’ll consider giving us another chance to bring some Christmas magic in the future. ✨
They automatically took money from my…
They automatically took money from my account, I wasn’t told beforehand or told that the price had nearly doubled to £15.99 I’m constantly sending emails to request a refund but no replies so far
November 21, 2024
Unprompted review
Reply from Santa Claus
Greetings Mrs Metcalfe,
We’re sorry to hear about your experience and apologize for the delayed response here.
Our subscriptions are recurring memberships, and renewal details — including pricing and the need to cancel before renewal to avoid future charges — are displayed before purchase, during checkout, and in post-purchase communications.
Also, we’re very sorry to hear you had difficulty reaching our team and felt unsupported while trying to resolve your issue. We understand how frustrating unexpected charges can feel, and if you're still open, we’d appreciate the opportunity to review this further. Please contact our support team through our Help Center and reference your Trustpilot review so we can investigate your account and payment history directly.
Thank you for your feedback.
very poor customer service
I had the service for 2 years...then cancelled after 2023 christmas. I cancelled the service..however, I was still charged this year 2024. I have tried to contact them at their email address for support. They say "they have no account with my email address". however, they must have an account as they send me email AND they charged me. so they must have my account. I even sent them the transaction information thru paypal, but they do not respond or refund. DO NOT GET CAUGHT UP IN THIS MESS. Just don;t use them
October 15, 2024
Unprompted review
Reply from Santa Claus
Hi Joyce,
We’re sorry to hear about your experience and apologize for the delayed response here.
Our subscriptions are recurring memberships, and renewal details — including the need to cancel before renewal to avoid future charges — are shown before purchase, during checkout, and in post-purchase communications. We also sometimes see confusion caused by different email addresses or accounts being used over time, which can make subscriptions harder to locate.
We’d appreciate the opportunity to review this further. Please contact our support team through our Help Center and reference your Trustpilot review so we can investigate your account and payment history directly.
Thank you for your feedback.
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Santa Claus
Good morning it’s me Noel I’m nice this year
I’m 24 year young guy all I’m want fight camp boxing gloves please thanks Santa love noel
January 13, 2024
Unprompted review
Reply from Santa Claus
Hi Noel, 🎅✨
Thank you so much for your continued support and for sharing your Christmas spirit with us once again, Noel. Wishing you a joyful and magical year ahead!
Don't get sucked in.They take your money each year and you can't cancel
Do not use this service. It's the Hotel California "you can check out any time you like, but you can never leave." I'm at the point where I will have to close my credit card account to stop them taking any more money from me.
I asked them to cancel this service in 2022. Despite that, they have taken money supposedly via PayPal from my credit card and won't refund me.
I contacted them in early 2023 after they auto-deducted the subscription fee money.
I told them that my grandchildren are too old for these now and to please cancel my account, and after no response to help from them, they wrote back that they hadn't had any response from me and closed my HELP ticket Mid January 2023.
I had responded again and provided ample proof, including screenshots of the bank transfer. NO further response from them UNTIL the same thing happened again this year. They deducted another payment. My bank statement says via PayPal, but there's no transaction showing in my PayPal, and I don't have any autopayments set up in PayPal.
I contacted them again, and they fob me off, saying that I have to unsubscribe, but there's no unsubscribe in the account section of their webpage. There's no record of any invoice or my payments in my PNP account section.
I keep all emails in relation to any subscriptions I have so I can look back at the history. I've sent them copies of their previous correspondence.
If they can easily take money out of my account, you'd think they could put it back in.
December 21, 2023
Unprompted review
Reply from Santa Claus
Hi Lyndy,
We’re truly sorry to hear about your experience and the frustration caused regarding your subscription and renewal concerns.
We also apologize for the delayed response here. We recently expanded the way we monitor customer feedback and reviews, and regret that your concerns were not acknowledged sooner.
We understand how upsetting unexpected charges and difficulty managing a subscription can feel, especially when you were trying to cancel or request assistance.
Although a couple of years have gone by, we would genuinely appreciate the opportunity to look into this further for you. Please contact our support team through our Help Center and reference your Trustpilot review so we can investigate your account and payment history directly.
Thank you for taking the time to share your feedback with us.
I order gifts in January but it only…
I order gifts in January but it only gets delivered in December. Sometimes it's not what I ask for and you can't return the gift. No refunds. Worst service ever. The courier service steals our cookies and milk and carrots.
Just kidding. I want presents this year.
October 19, 2023
Unprompted review
Reply from Santa Claus
Hi there!
We’re relieved this review took a happier turn, we were about to open an investigation into the missing cookies, milk, and carrots!
Sadly, Santa’s delivery schedule is still limited to December, but we’ll definitely put in a good word for you this year. We can’t guarantee unlimited presents… but we can guarantee we loved your sense of humor.
Thank you so much for the 5 stars and for spreading a little Christmas magic with your review! ❤️
Many memorial Santy videos sent since 2013.
I created my PNP account around 2013. Every Xmas, I used the basic website feature (never bothered with the app) to make customized videos when there were kids young enough in the family that Santa still delivered to.
December 29, 2022
Unprompted review
Reply from Santa Claus
Thank you so much for being part of the PNP family since 2013! 🎅✨ It means a lot to know our videos became part of your family’s Christmas traditions over the years. We’re honored to have helped create so many special memories, and we hope the magic continues for many more holiday seasons to come.
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Terrible customer service and terrible app
Terrible customer service. This new updated app has a massive issue as you cannot upload images if on most android devices. I have tried to get in contact with customer service but no response from them on each occasion. They are happy to respond to positive feedback on the play store😒😒😒. This app is a waste of money, time and space. What good is it if you can't use it properly. Nearly impossible to get a refund from this company. Pay your 9.99 and visit santa in the shopping centre instead, least this way you get a pic and a pressy got your child.....
November 25, 2022
Unprompted review
Reply from Santa Claus
We’re very sorry to hear you had difficulty reaching our team and felt unsupported while trying to resolve your issue.
We also want to apologize for the delay in responding to your review. We recently expanded how we monitor customer feedback platforms and regret that your concerns were not acknowledged sooner.
We understand that, in some cases, email filters or delivery issues may have affected communication attempts, which may have contributed to the difficulty in receiving responses.
If there is still anything we can do to assist or clarify for you, please contact our support team through our Help Center and mention your Trustpilot review so we can investigate your case directly, we remain happy to help however we can.
Thank you again for sharing your feedback.
App wont let me create video
Love this app but It won’t let me create any More videos, despite claiming it would.
I paid £10 for the magic pass on Black Friday to allow videos for my three children but only have two leaving my 9 year old left out. Not great.
December 15, 2020
Unprompted review
Reply from Santa Claus
We’re very sorry to hear about your experience, Charlie. We also apologize for the delay in responding to your review. We recently improved how we monitor customer feedback platforms and regret that your concerns were not acknowledged sooner.
Our Single Recipient and Multi-Recipient video options work differently, which could sometimes cause confusion around video creation limits.
Since then, we’ve introduced many new features and improvements, and we’d love the chance to show you the updated experience. Please contact our support team through our Help Center and reference your Trustpilot review so we can review your account directly. 🎅✨
Santa, I’m still a kid at heart
I’m not being funny, I appreciated all those times you gave me the books and toys I wanted, I really do. I’m 24 now, and I’m still only getting selection boxes, and that’s cool because who doesn’t love chocolate. However, I don’t remember ever receiving my pony, my puppy or my pet fox. And not going to lie, where is the mermaid tail I wanted, and my superpowers that I asked for, and the Dragon and Unicorn I requested. Literally Santa, get it together
December 18, 2017
Unprompted review
Reply from Santa Claus
Hi Amy,
We may be late replying, but we felt you deserved an answer. 🎅✨
First of all, thank you for keeping the Christmas spirit alive all these years later. We have to admit… a pony, a puppy, a pet fox, superpowers, a dragon, and a unicorn is quite an ambitious list, even for Santa’s workshop!
We’re sorry to hear the mermaid tail and superpowers never made it through quality control at the North Pole, though we suspect the dragons and unicorns may still be stuck in customs somewhere between Lapland and the human world.
We hope life has brought you at least a little magic since 2017. ❤️
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