App problems

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  • Problem
  • Updated 11 months ago
  • Solved
Archived and Closed

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Ever since I updated my compassion app, none of my letters from Nathalia are showing. Can someone please assist me? They all say new with x’s
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Bre Boswell

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  • frustrated

Posted 11 months ago

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Sarah, Sponsor and Donor Relations, Social Media

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Hi Bre! Is it really all of the letters from Nathalia that are showing up with the New and the "x", or is it just newer ones? I do see several letters in our system from her that are going through translation. Once these letters are out of translation, they will show up with a blue arrow for you to  download them instead of the "x".
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Bre Boswell

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Kim,
Yours is most likely in translation like one of mine, and just not ready yet. My issue is that my old letters are not showing in the app at all! Hope they can help you!
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Christina, Employee

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Hi Kim! Your new letter dated December 8th from Julia is indeed still in translation :). Please rest assured that her letter will become available as soon as it has completed processing. Thank you for your patience!
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Christina, Employee

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Bre, I’m so sorry to hear that all your letters to and from your kiddos have an “x” on them and you are not able to view them :(. Just to clarify, this is only happening on the app and you can view these letters just fine on a computer, right? 

To help us resolve this issue for you, please complete the following troubleshooting steps below: 

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. If the issue does persist, I will need to send this to our wonderful IT Team to resolve for you, and I will need the following information: 

1. Device make and model
2. Device OS version
3. App version
4. Screenshots of “My Letters” page showing the issue

Thank you for your willingness to help us fix this issue :). 

When starting a new sponsor relationship, it may take up to 4 months to receive your first letter from your child. However, when starting a new correspondent relationship, it may take a bit longer than that considering that the child’s financial supporter has not changed and they may have just recently written to them. Therefore, their writing schedule may be a bit off to start out, but their writing schedule will be adjusted once they begin receiving your encouraging letters :). I encourage you to continue writing to Ahron, and you should receive a letter from him soon! 

I am deeply sorry for any confusion or concern caused by some of your letters taking a bit longer to be processed. As you may know, the country offices in the 25 countries we work in have implemented new translation software recently. We believe this is causing letters to be in translation a bit longer than the past couple of months. The amount of time a letter is in translation may vary across different field offices and tasks at hand. This does not mean that anything is wrong with a letter that stays in translation longer, and there is nothing wrong with a letter that is processed faster. There are a lot of variables involved with each individual letter, but please rest assured that each letter will be taken care of as quickly and most efficiently as possible. We are very grateful for your understanding and patience as we give grace to our wonderful field staff and translators while they are sharpening their skills within this new software. 
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Bre Boswell

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Christina,
Thank you for taking the time to answer all my questions. I appreciate it.

I have tried all the uninstall/reinstall and no luck.
I have an Iphone 6S.
ios 11.2.1
App version 3.0.2
Screenshots are attached

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Sarah, Sponsor and Donor Relations, Social Media

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Bre, thank you so much for that added information! I just sent this on to our app developers to see if they can fix this for you :)!
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alyson

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This reply was created from a merged topic originally titled x on new and old letters on app.

Hi there! I have a question about letters on the app. Mine appear, however the majority of one of my correspondant child’s letters say NEW, but have an X and I can’t open them. Anything I should try or is it just a technical thing?

Thanks again in advance, Alyson
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Christina, Employee

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Hi Alyson! I’m so sorry you are also experiencing the same issues as some other sponsors with an “x” on your letters :(. Is this only happening on your mobile app? To help us resolve this issue for you, please complete the following troubleshooting steps below: 

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!

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