App Letter Issues

  • 3
  • Problem
  • Updated 10 months ago
  • Solved
  • (Edited)
Archived and Closed

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Hi, I’m just wondering about the app. I can’t see one of my sponsor child’s letters but it keeps saying I have new mail. Can this be fixed? It works fine for my other child.
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haugenhome

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Posted 10 months ago

  • 3
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Christina, Employee

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Hi haugenhome! I'm so sorry for any confusion caused by receiving a new letter email notification and not being able to see it in your app. I would be happy to help you by looking into this for you. To confirm that I am looking at the correct account, are you sponsoring Julien Sanou and Kristylle Chloe Dagohoy? Also, are you able to see this new letter when you log into your account from a computer? I also suggest logging out of your app and then log back in to allow the application to refresh :). 
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haugenhome

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Yes, those are the kids. Julien is the one I have problems with the letters on. I can see them when I go online, it’s just a frustrating part of the app. I’ve already tried refreshing and logging out. I’ll send a pic of what I see.
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Madison

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Hi haugenhome!

If you find that the issue is only on the app, can you please provide us your iPhone/iPad Make and Model:e.g.(iPhone 6S or Samsung Galaxy S6) and OperatingSystem:(OSversion being used)? This is a well-known issue that we are working on fixing with our tech team at this time. Thank you so much for your patience and providing the helpful screenshot above!
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haugenhome

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Sure. I have an iPhone 7 iOS 11.2.2
Thanks
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Shannon Massey, Employee

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Thank you so much haugenhome, 
I have submitted this issue to our tech team to see if we can get this resolved for you. Please let us know if you need anything else! Thank you again for your patience as we get this resolved for you! 

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