App is wrong about my letters.

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  • Updated 2 years ago
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Archived and Closed

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Why does my compassion app say that I haven’t written to one of my kids in over 383 days when I have written several times in that time period?
Photo of Ren


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Posted 2 years ago

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Photo of Susan


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ClayandRen, we apologize for the confusion and strange alert on the app. Please be sure you are logged into the correct account. One of your accounts (under Sky) is a letter writing account to write to Biruck in Ethiopia. The other account (under Ren) financially supports Biruck and Erlita as well as handles the letter writing for Erlita. If you are logged into Ren's account, it will show that you have not written to Biruck because the letter writing is run through the other account. 
Photo of Ren


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It doesn’t matter which child I am writing to. It says I have not written to Biruck in over 100 days and I have. I’ve noticed that I am not the only one having this issue.
Photo of Julie Panaggio

Julie Panaggio

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My child Yianela has me not sending a letter or sending a Birthday . I have sent two letters since the time stated I have sent none and I sent Birthday money In December. Please check into this as I don’t want Yianela to think I forgot her birthday in February.
Photo of Christina

Christina, Employee

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Hi Ren and Julie! I'm so sorry to hear that your online My Accounts are not accurately reflecting your last correspondence date. Please rest assured that all the letters you have written have been received and processed, and I can see that you both have indeed written to your kiddos recently. Julie, I can also see your generous birthday gift to Yianela was successfully processed and is in process of being delivered. The issue both of you are experiencing is an issue with your My Accounts not communicating properly with our systems. Is this happening only on the application, or is it happening when you log in from a computer as well? If it is only happening on your application, then please complete the following troubleshooting steps to help us resolve this issue: 

1. Log out of My Account and log back in.
2. Update app in Google Play Store or App Store
3. Clear App Cache
4. Uninstall, Power Cycle, and Re-Install application

Please let us know if the issue persists after you complete this troubleshooting. Thank you for your willingness to help us fix this issue :).

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