Absolutely disgusting customer support! Purchased a 10 year premium pass. Not due to expire until 2030, the last 2 years the premium pass keeps vanishing. Numerous messages & emails sent but recei... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
I used this service to create a special video for the holiday season, but the AI-generated result was extremely poor quality. When I reached out to customer support to resolve the issue, I was dismiss... See more
Company replied
I have been using this app for years, it became Christmas tradition for my kids to watch Santa's video every year in December. I'm buying a Magic pass and creating videos for all my family members. De... See more
We've been using this service for almost a decade for our three kids (in French), and also gifting it to my nieces (in English). It always went very well and the kids were always excited to see the vi... See more
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
3.1
Average
49 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 85% 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.
Scam
Even when I have cancelled the service , and I haven’t put a credit card in the system or given them permission to automatically renew the service they charge me 20$ every year . Do not trust them . And much less share photos of hour little ones with them .they have charged me for 3 years and every year they answer the same . That didn’t have any notice of me wanting to cancel the service and they cannot give me my money back for that reason 2022-2023-2024
In Spain you can sue using the police internet service ( anti scams service ). Please use the service police dot es
9 January 2025
Unprompted review
Reply from Santa Claus
Hi Victoria,
We’re truly sorry to hear about your experience and the frustration caused regarding your subscription renewals over the years. We understand how upsetting recurring charges can feel.
We’d like to gently clarify that our memberships are recurring subscriptions, and renewal details — including pricing, automatic renewal terms, and cancellation requirements — are displayed during purchase and in post-purchase communications. In many cases, what we see is that deleting an account or removing payment details does not automatically cancel the subscription itself.
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 for taking the time to share your feedback with us.
Scammers
What an absolute scam this has become! Paid for a premium video on 24th December only to find that they wanted more money for the video I wanted - this information was not visible before payment. No stress I thought, had a problem with their video for the kids a few years ago and they refunded me within hours. How things change. Have emailed them repeatedly since the 24th and received hee-haw by way of reply. No reply, no refund, no more magic :(
24 December 2024
Unprompted review
Reply from Santa Claus
Hi Debbie,
We’re truly sorry to hear about your experience and the disappointment caused, especially during what should have been a magical moment for your children on Christmas Eve.
From what you described, it’s possible the purchase was tied to a specific type of video or content, while the video you later attempted to create may have been part of the Magic Pass subscription library. Some videos and experiences are available exclusively to Magic Pass holders, which can sadly create confusion if a different Premium option was originally purchased.
We also sincerely apologize that you felt unsupported after reaching out for assistance. We recently expanded and improved the way we monitor customer feedback and support communications, and regret that your concerns were not acknowledged sooner.
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 taking the time to share your feedback with us.
SCAMMERS
Utter scumbags. Charged me £6.99 for a 'Premium' vid which I was unable to use - as once I had paid, all the content was marked 'Magic Pass Only'. They wanted another £15 from me for this. Tried requesting a refund but they won't respond. This was not how I wanted to spend my Christmas Eve. Horrible company preying on families at Xmas time. AVOID AVOID AVOID.
24 December 2024
Unprompted review
Reply from Santa Claus
Hi Michael,
We’re truly sorry to hear about your experience, especially on Christmas Eve, when the goal should have been creating a magical moment for your family rather than frustration and disappointment.
Portable North Pole offers different types of Premium content and subscriptions, and we understand how upsetting it must have felt to believe you had purchased access only to later encounter additional locked features. We also apologize for the difficulty you experienced while trying to reach support.
We want to assure you that PNP is not intended to mislead families, and feedback like yours is taken seriously as we continue improving how our offers, subscriptions, and Premium content are presented to users.
Although some time has passed, we remain open to discussing this further if you would still like assistance. Please feel free to contact our support team through our Help Center and reference your Trustpilot review so we can investigate your case directly.
Thank you for taking the time to share your feedback with us.
Awful!! I've pretty much had the same…
I've pretty much had the same experience as everyone else. I was charged this year. However, I can't see an invoice. It shows no billing. I thought maybe I'd try to use it, it wouldn't even work for me. Now, it's impossible to get customer service. I should have stayed with the free option.
24 December 2024
Unprompted review
Reply from Santa Claus
Hi Chantell,
We’re truly sorry to hear about your experience and the frustration caused regarding your subscription, billing visibility, and difficulty accessing support. 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.
In some cases, billing information or subscriptions may not appear as expected if the purchase was made through a different email address, Apple ID, or Google account than the one currently logged into the app, which can also affect access to Premium features.
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 with us.
Awful company
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 reviews I now understand it’s very common.
Scum bags as now I got my 2yr old asking where the Santa video is 🤦🏼♂️
24 December 2024
Unprompted review
Reply from Santa Claus
Hi Matthew,
We’re truly sorry to hear about this experience, especially knowing your little one was already watching and waiting for their Santa video. That is not the kind of moment we want any family to have with PNP.
Portable North Pole offers both free and Premium experiences, but we understand how disappointing and upsetting it must have felt for the video to stop unexpectedly during what should have been a magical moment for your child.
We also apologize for the delayed response here, as we recently improved the way we monitor customer feedback platforms and regret that your concerns were not acknowledged sooner.
Your feedback is important, and we’ll continue using comments like yours to improve how our free and Premium experiences are presented so families have clearer expectations before sharing them with children.
Thank you for taking the time to share this with us.
Unexpected charge and no refund
I hadn't realized I signed up for a yearly subscription and got unexpectedly charged for it, and when I emailed them to ask for a refund they twice denied it. I don't think it's right for a company to force charge their customers when they do not use their products , and the pricing plans are not transparent to begin with.
23 December 2024
Unprompted review
Reply from Santa Claus
Hi JP,
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. ✨
Disgrace of a company
Scam scam scam stay away from them , they post a free trial and halfway they cut and start pushing premiums. I have always known there’s something fishy about them. Not in a million years I’ll give my account details and subscribe. I did use them like 10 years ago when lots of stuff was free but I’m coming back after 10 years and I’m astounded how bad they’ve turned out to be 😅 what a disgrace, and it’s supposed to be for children …. Very petty indeed
23 December 2024
Unprompted review
Reply from Santa Claus
Hi Sanita,
We’re sorry to hear your experience did not meet expectations, especially during what should have been a magical moment. We also apologize for the delayed response here, as we recently improved the way we monitor customer feedback platforms and regret that your concerns were not acknowledged sooner.
Portable North Pole offers both free and Premium experiences. While some features remain free, personalized videos and calls require creative and technical resources to produce, which is why certain content is part of our Premium offerings. Our goal has always been to continue creating magical experiences while remaining ad-free and respectful of user privacy.
We understand it can feel disappointing to return after many years and find things different from what you remember. Even so, we truly appreciate you taking the time to share your feedback, as it helps us continue improving the experience for families moving forward.
I purchased the yearly pass for 2024
I purchased the yearly pass for 2024. I have had terrible luck using it. I go into the app and it just continues to ask to restore my purchase or tries to make me add another payment. I have an apple phone, I just went in to cancel my subscription. It’s barely functioning at all. I was able to make a few videos for my grandchildren and haven’t been able to use it again, let alone use the santa phone call versions.
6 December 2024
Unprompted review
Reply from Santa Claus
Hi Gladys,
We’re truly sorry to hear about the issues encountered while trying to use your Magic Pass. 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.
From what you described, it’s possible the subscription was purchased under a different Apple-linked account or email address than the one being used in the app. With Apple devices, we sometimes see purchases connected to Apple’s “Hide My Email” private relay feature, which can unintentionally create a separate PNP account and cause issues restoring purchases or accessing Premium features.
We’d genuinely love the opportunity to help make things right and restore your confidence in PNP. We’d be more than happy to walk through the setup step-by-step with you — including the Santa Calls features, which we think both you and your grandchildren could really enjoy.
Please feel free to contact our support team through our Help Center and reference your Trustpilot review so we can assist you directly. Thank you again for sharing your feedback with us. ✨
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.
4 December 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. ✨
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
7 December 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.
9 December 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.
6 December 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
6 December 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.
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.
3 December 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.
30 November 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
21 November 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
15 October 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.
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
13 January 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.
21 December 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.
19 October 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! ❤️
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.