The mobile app keeps crashing for me. Also, I can't see my kids!

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  • Updated 5 years ago
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  • (Edited)
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The app doesn't work on android. It keeps crashing, it said in the app description I could access my sponsored children's info. And I can't. Its just a general overview of compassion. And for someone whose an advocate, I don't need all that. I can't write my kids. It said in the description I could. I can't use the app like it said it could. And I am uninstalling it until it is fixed.
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Kimberly Warren

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Posted 5 years ago

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KristenH, Champion

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It works great for iPhone! I think you'll really enjoy it once they have the kinks worked out of it.
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Emily

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Kimberly, I'm so sorry that your frustrated with the new Compassion android app :(. I want to encourage you that we're aware of the issues sponsors are having with this application and we are working hard to get them fixed. Thank you so much for letting us know so that we are aware of all issues you're having. We're excited about all of the new options available in the updated Compassion app and we know it will be worth it once all the bugs are fixed. 

Would you mind telling me what type of phone you have so that I can communicate this additional information you provided, to our web team? Thank you so much for your patience as we work to make this application even better for you and our hope is that you'll love it! :)
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Kimberly Warren

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I have an android LG G2
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Susan

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Thank, Kimberly! 
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Chak

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I am using an LG G3 and it works well, though I have not tried letter writing on it.
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Deb Blickenstaff

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I am using iphone 5 and it is not working for me either.
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Kimberly Warren

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I'm referring to the android version. Not the iPhone version
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Susan

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Hey Deb and Kimberly! We are aware of some bugs and crashing on the Android version and expect to have fixes posted pretty quickly. We've also posted fixes to all known bugs for the iPhone version, but a few of those are waiting for Apple's approval. Our developer team is working hard to get these bugs fixed and I trust that we will have them worked out real soon. Thank you for your patience!
(Edited)
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Kimberly Warren

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It was updated, but, only one part was fixed (I can now access my kids) but, it still crashes When logging in, and it won't sync with my account. It says I have no kids, and it offers me to sponsor a child.
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Kimberly Warren

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This is what it says. I have no kids, and I can sponsor a child. I have 35 kids. 4 being financial. So, I don't know why they aren't showing.

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Emily

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Thanks Kimberly! I've passed this up to our Web Team. Images are very helpful!
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Kimberly Warren

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is there any new updates to this? I am hearing so many great stories about the app, and i am jealous its working for others and its not working for me. It was updated once, but, that was 2 days ago and i am still having the same issues.
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Emily

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Kimberly, I was told that this issue might be fixed and was asked to have you download the application and try it again. If you are still having issues, clear the cache in your setting and restart the application. It will act as though it was a fresh installation of the app. After logging in, you should be able to see your children (crossing my fingers for you!).
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Kimberly Warren

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Nope. Nothing was fixed. Nothing is working. i deleted everything and reinstalled the app completely. Same problems. This is the 5th time ive reinstalled the app. :(
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Rachel Hoffman

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I'm having the same issues and getting the same error message as Kimberly. I'm using a Samsung Galaxy S5 and an LG tablet. I've installed and reinstalled so many times I've lost count. It's so disappointing. :(
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Kimberly Warren

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I echo this. And it's upsetting because compassion is promoting it as if it works. And it really doesn't. :(
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KristenH, Champion

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On the contrary...I think they've been very forthcoming about the fact this is very new and has quite a few bugs to work out. 
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Emily

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Thank you for letting us know that it's still not working for you, Kimberly. I'm sorry you feel as if we are misleading you about the app. The application is working correctly for some people but we do understand it's not working for everyone which is why we are still working with the application developer to resolve the issues. I will be sure to let you know when we find another possible fix. 

Rachel, I appreciate the feedback! I will pass your concerns along to our developer as well. 
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Robyn Moore

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I realize your aware of it and glad it's underway to be fixed. If I may jump in, I have a Samsung Galaxy phone (and tablet) and I'm having similar issues when I go to write my child or attach pictures. Lots of crashes. I'm excited and eager for it to work properly and hope my phone gets in on the fixes too!
(Edited)
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Susan

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Duly noted, Robyn! Thanks for letting us know! 
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Gary Holt

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Kimberly, with a fully charged phone and removing the Compassion app, then restarting the phone with almost full bars in connectivity and reinstalling the Compassion app from the Google Play store, do you get the same errors?  Also can you get closer to your wifi or a better signal from your provider?  I've seen problems when in fringe reception areas (low bars).  Also do you have any other devices in the home you can install the app on and see how it works?
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Kimberly Warren

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Yes I do. I don't use WiFi. I have unlimited data. So I use that InsteAd. That way I am at my strongest. Its not an internet issue. Its a server issue. It won't connect to the compassion server.
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Gary Holt

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Have you tried wifi?  I only ask because I've turned off packet data before and some things would work on the phone, others would not.  I found my phone only worked on wifi with any apps that required data.  Please try connecting to WiFi and see if it's any better.  Here's a link for your LG G2 to see if your mobile data is off: http://support.sprint.com/support/article/Enabledisable_mobile_data_on_your_LG_G2/WHowToSetupGuide_542_GKB59080?INTNAV=SU:DP:OV:TS:LgG2:EnabledisableMobileDataOnYourLgG2
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Kimberly Warren

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I have had both on for it. Just to make sure. Its not my phone. It's the app. Others are having the same issue.

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