All the letters from my child are grayed out

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  • Updated 2 years ago
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All the letters from my child are grayed out and there is also an X on the letter. There is also a number one on the write icon at bottom of app
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Chris Allen

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Posted 2 years ago

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Sarah, Official Rep

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Hi Chris! I do see one letter that is currently in translation and should rightfully be greyed out with the "x" while it is still in processing. Can you send me a screenshot to show me what you mean by all of the letters being greyed out? Thank you!
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Bre Boswell

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I'm having the same problem as well!
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Chris Allen

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Sarah,
Here are the screenshots of the Write tab. Also the Write tab continuously shows a number one next to it as you will see.

Thanks,
Chris
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Bre Boswell

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mine is the exact same way!
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Sarah, Official Rep

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Chris and Bre, thank you so much for the heads up on this! Any letters that are dated after April 2016 should be viewable on the app because that is when we moved over to our new letter system. Letters before this are not available to read on the app because we were not scanning the letters until moving to the new system. I am going to send this to our app developers to see if they are aware of this issue and what they can do to fix this for you; however, I first need you to make sure that you are running the most updated operating system for your phone. Please uninstall the app, restart your phone, and reinstall the app after checking your phone's software. Clear your cache as well and log back into the app. If the issue persists, please let me know so that I can tell the app developers.
(Edited)
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Susan

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Official Response
Hi everyone! Most often when you notice that your letters are grayed out or have an "X" on them, it is because the letter is in translation still and the letter will be available for viewing soon once the letter is through translation. Please do let us know if the letter moves from viewable to being greyed out or if the letter continues to be unviewable for several months.  
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Anna Wilson

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This reply was created from a merged topic originally titled Not able to open letters from my sponsor vhild.

I have a notification that I have new letters on my app, and when I go into the messages there are three letters flagged as new with “x” on them and I can’t open. I had never received any type of notice, so I was surprised to see letters that were older in my box. I’ve tried deleting the app and reloading it multiple times, and logging out and refreshing my login. I’m really frustrated because I can’t reference any of the content in her letters.

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