FAQ

Contact Us

How do I share feedback or suggestions?

We would love to hear from you, so please reach out to us with any comments or suggestions that you may have by using any of the contact methods below.

Top FAQs

How do I login?

If you’ve already created an account, please select the login tab from the menu bar. Enter your email address and password, and select ‘Login’.

How do I register?

Select the sign-up tab from the menu bar and complete the brief registration form.

How do I view my order history?

Begin by logging in to your account and click on the ‘Order History’ tab. To view the history of a specific Toys"R"Us PercyVites order, click on its ‘Dashboard’.

As the video creator, can I view all of the videos I have sent to my guests?

Yes! On each party dashboard you will find a list of the guests that the video has been sent to, including their email addresses. This list will be available no later than 24 hours after placing your order. By selecting ‘More’ under the name of each guest and then selecting ‘Play Video’ you can view their personalized video and download it if you choose.

What happens if I’ve entered an incorrect email address?

If an email address that you’ve entered isn’t able to be delivered our system will send you an email letting you know that it’s undeliverable. Please visit your party dashboard and select ‘more’ under the name of the guest, then select ‘Edit Email Address’ and correct the existing address or change it to another one. Please select the green check mark, and you’ll see that the email address has been updated beneath the guest’s name. Next select ‘Resend Email’ to send your video to the corrected or new address.

My guest hasn't received their invitation. Why?

At times emails end up in the Spam, Social or Promotions folders. Please have your guests check these locations if they have not received their email

How long will each party or ‘event’ stay active in my order history?

In the case of a party, the event will stay live for 90 days past the original date of the party. For a Thank You, the videos remain live for 90 days past the date they were created.

What happens to my order after the event expires in my order history?

If you click on the link of an expired event page, you will land on a page that reads ‘Event Expired.’

What type and size of image can I upload?

The following image formats are accepted:
  • JPG, JPEG, PNG, TIFF, TGA
  • Images can be uploaded at a minimum of 200x200 pixels, and a maximum of 6144x6144 pixels. The maximum file size of an image that can be uploaded is 10 MB.
  • Offensive or profane images will not be accepted
  • Images which infringe on the intellectual property rights of others will not be accepted so please ensure that your photo doesn't include trademarked or copyrighted material, like a t-shirt with a character on it.

Will my guest's last name appear in my video?

No. Only your guest's first name will appear in your video. We require your guest's last name for our Toys"R"Us PercyVites Party Dashboard so that you can more easily manage your videos.

How do I add contacts from my address book?

On the "Add Guests" page simply select either Gmail, Outlook, iCloud, Yahoo, or AOL and follow the steps given to log into your account and give permission for PercyVites to access your contact list.

Troubleshooting

When I upload a photo, why does it appear on it's side?

We have made every effort to ensure our Percy3D platform corrects images for improper orientation, but sometimes this is beyond our control. When you take a photo with a digital camera or smartphone, it contains metadata (hidden tags) that provide file-formatting information about your photo, including photo orientation. The Percy3D platform adheres to the industry standard known as Exchangeable Image File Format - (or Exif) and make every effort to read the metadata (behind-the-scenes tags) included with your image, we can't always control the orientation of a photo taken by a camera that doesn't use Exif. A good idea is to take pictures using your smartphone in the landscape orientation to avoid this problem.

My Account

Do I need to login to make a purchase?

Yes, you are required to login before making a purchase. You must be logged in to complete the following actions: make purchases, track your orders, and access your Percy Toys"R"Us Party Dashboard which assists with the planning and management of parties and communications with your guests.

I forgot my password. How do I retrieve it?

If you forget your PercyVites password, please go to the ‘Login’ tab and select the ‘Forgot password?’ link found directly under the password entry box. You will be asked to provide the email address that you used when you registered for PercyVites. An email will be sent to you with instructions on how to reset your password.

How do I change my password?

To change your password, begin by logging in. Then access your account profile by clicking on 'Hi your name' and click on 'Change Password'. After entering the required information, click on the 'Change Password' button and the changes will take effect.

How do I change my email address?

To change the email address associated with your account, begin by logging in to Toys"R"Us PercyVites. Access your account profile by clicking on ‘Hi your name’ and select ‘Change Email’ from the pull-down menu. 

Invitations

What are personalized video invitations?

Personalized video invitations are short themed clips where your photo and party details are integrated into the world of your video theme of choice.

How do I make a personalized video invitation?

Begin by selecting which invitation you’d like to personalize. Then follow the steps and enter all of the information required. At any time you may return to a previous step in order to edit any information previously entered by clicking on the ‘back’ button. Once you’re satisfied with the information you’ve entered, select ‘Preview Video.’

While our system creates a preview of your video you can either wait on the page for it to be complete, or enter your email address to receive a link to view when it's ready. After you’ve viewed your preview you can make additional changes until you’re happy with your creation, or just proceed directly to ‘Checkout’.

Once you get to ‘Checkout’, you will be prompted to pay for your order. At this point you must be logged in to your account, or you will be prompted to create an account if you are a new customer. Once payment has been confirmed, your order will then be sent for processing.

Are there any restrictions on the photos I can upload?

Yes, we’re contractually obligated to review every photo which gets uploaded and to reject any offensive images. We’re also not able to accept photos which contain trademarked or copyrighted content, so please note that if these images are uploaded you’ll be prompted to replace them before your order may proceed.

How does the pricing work for video invitations?

The invitations are priced on a per guest basis. For example, 8 guests = 8 x $0.79 = $6.32 plus applicable taxes. Each guest will receive a customized video invitation by email.

How do I add additional guests after submitting my original order?

Login to your account and select ‘Hi your name’ and then ‘Order History’. From here select the ‘Dashboard’ button for the order you are interested in. This will take you to the ‘Toys"R"Us Percy Party Dashboard’. To add additional guests, click on the ‘Add Guests’ button and enter the information requested. Each time additional guests are added to a previously submitted order, separate payment is required.

Do all of the people I invite have to be in my address book?

No. You can add guests directly by just typing in their email address.

Can I add guests from more than one address book?

Yes! You can add guests from more than one address book, and also enter guests that aren't in your address book by just typing them in.

Thank You / eCard

What are personalized thank you videos?

Personalized thank you videos are short clips where your photo and thank you messages are integrated right into the world of you video theme of choice. They may be used to thank your guests with individual messages for each guest or you may select "same as above" while entering your messages in order to repeat the same thank you message to all of your guests. These videos may also be used as eCards for everyday use.

How do I make personalized thank you videos?

Begin by selecting which video thank you you’d like to personalize. Then follow the steps and enter all of the information required. At any time you may return to a previous step in order to edit any information previously entered by clicking on the ‘back’ button. Once you’re satisfied with the information you’ve entered, select ‘Preview.’

While our system creates a preview of your video you can either wait on the page for it to be complete, or enter your email address to receive a link to view it when it's ready when the video is prepared. Once you view your video, you’ll have the option to make further changes or proceed to ‘Checkout’.

Once you proceed to ‘Checkout’, you will be prompted to pay for your order. At this point you must either be logged in to your account or you’ll be prompted to create an account if you are a new customer. Once payment has been confirmed, your order will then be sent for processing.

What does ‘Same as Above’ mean?

In ‘Step 3: Write Messages’, you are provided with text entry boxes where you have the option to write two personal messages to each guest. They will appear as ‘Message 1’ and ‘Message 2’ on the screen. You may write different messages to each guest or choose to use the same ones by clicking on ‘Same as Above’. This feature copies the messages from the previous entry so that you don’t have to re-type them.

How does the pricing work for personalized video thank yous?

The pricing for PercyVites video thank yous is based on the number of videos. For example, 8 videos = 8 x $0.79 = $6.32 plus applicable taxes. You may write a personal message to each guest.

General Info

What happens to my credit card information when I make a purchase?

PercyVites does not save credit card information. All payments are made using secure encryption methods. This means that we don’t have your payment details on file and you will have to enter all of your credit card information each time you make a purchase.

How can I pay for my order?

We accept Visa, MasterCard, and American Express by using Stripe – a payment portal and PayPal. All payments use secure encryption methods.

What is your privacy policy?

PercyVites is COPPA compliant and PRIVO certified. To review our privacy policy, please click here.

What are your Terms of Use?

Please review our Terms of Use page.

Which web browsers are supported?

  • Internet Explorer IE 10 or greater
  • Firefox 7 or greater
  • Chrome 15 or greater
  • Safari 5 or greater

iCloud

When I tried to log into iCloud with my Apple password it says that my username and password don't match, but I'm using the right password. What's going on?

If you have 2-factor authentication enabled on your iCloud account the first time you import contacts you'll need to go through an extra step and create an "app-specific password". Directly below the boxes for username and password you'll find the link that allows you to do this.

Once you select the link you'll be asked to login with your Apple ID to manage your account. You'll then select one of your trusted Apple devices to receive a verification code, and enter it.

Once you have successfully gotten in to manage your account select "Security", then "App-Specific Passwords", then "Generate Password". You'll then be asked to label this password (for example "PercyVites"), and select "create".

Answer illustration image

A 16 digit password will be created for you which you'll have to copy, and then you'll go back to your PercyVites order and select "add guests from iCloud" once more.

When asked to login to iCloud you'll enter your email address and the 16 digit app-specific password that was generated for you.

When iCloud asks if you'd like to save this password don't forget to say yes so whenever you visit PercyVites again you can immediately access your iCloud contacts!