App Issue/Question

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  • Question
  • Updated 10 months ago
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When I open my app, it lists my sponsor child as a child that is NOT the child we sponsored. Most of the info looks correct, but the info that is given under the “write” tab appears to be a different kid.
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Sarah

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Posted 11 months ago

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Christina, Employee

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Hi Sarah! Welcome to the Compassion family, and thank you so much for choosing to partner with us! I'm so sorry to hear that you are seeing a child other than the one you decided to sponsor :(. I'm happy to help you. I see that the child on your account is Estefani from Guatemala. Is this the child you chose to sponsor? If not, will you please tell me the child you did choose along with their child ID number if you have it? If Estefani is your kiddo, which child are you seeing on your application? Is this other child only showing up on the "Write Your Child" page? When you log into your My Account from a computer, do you experience this same issue? Thank you for helping us to clear up this issue!
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Sarah

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Yes Estefani is our child, but as the photo attached shows, the child under the “write your child” page shows up as Iner Fernando Silva.
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Sarah

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Debi

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Hi, Sarah! Fellow sponsor here, not a Compassion rep. I'm just chiming in to say that Iner Fernando Silva showed up in the app for me recently, too. I saw it in the location section, same name and birthday, no photo. (The app was recently updated pretty significantly, and I think they are working out some bugs.)


Can you log in on the website using a computer and see the correct info online? If so, you should be able to write online through the website rather than the app. This isn't a permanent fix, of course, but may be sufficient in the short term while they are addressing the problem.
(Edited)
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Sarah

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I can access the correct info on the website - sent a letter today. Thanks for letting me know I’m not alone. I thought I was going crazy.
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Christina, Employee

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Hi Sarah! I'm so sorry you are seeing Iner on your mobile app instead of your sweet Estefani. Regrettably, this is an issue that our IT Team is aware of. Please rest assured that they are working very hard to resolve this issue as soon as they can. I would love to send your information as an additional example. Please provide the following information: 

1. Device make and model
2. Device OS version
3. Application version

Thank you! 

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