Can’t access latest letter

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  • Updated 3 months ago
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I haven’t received a physical letter from my child but I see it’s been in my app waiting to be translated, uploaded whatever since July 7. Why is it taking so long to upload that letter?
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Alexia StClair

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  • confused

Posted 4 months ago

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Rebekah, Employee

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Hey Alexia! I apologize that your child's letter is taking a little bit longer to get translated. Translating letters can be a bit of a process. Letters are translated in the order that they are received. Regrettably, I am unable to do anything about that at this time. If you don't receive that letter within the next couple months, please let us know. Again, I am so sorry for the delay. We appreciate your patience. :)
(Edited)
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Alexia StClair

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It’s just I can’t write back until I get his letter and I do not want him to think I am forgetting him.
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Leah, Employee

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Hello Alexia, I can understand your frustration. I am grateful for your love and concern for Icaro. I also realize that getting a letter from your child is so awesome. As Rebekah explained, regrettably, we are not able to push the translation any faster. In addition to the information she gave you, I just want to let you know that there could be a few reasons the translation is taking a bit. If the translator is unable to read the handwriting on the letter or has a question, they may have to send the letter back. I would encourage going ahead and writing a letter for Icaro now to let him know you are thinking of him and that you are excited to receive his next letter. The children do reciprocal writing, so the more letters you write, the more letters you will receive in response. You are doing a great job and we appreciate your support. Thank you for your patience and understanding while your letter is being processed. 
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Alexia StClair

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This reply was created from a merged topic originally titled App letter from child still not uploaded after two months.

Two months ago my child sent me a letter which on the app is still is not uploaded. I never got a physical letter, perhaps it got lost in the mail. Anyway I’d like to be able to access that letter!
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Christina, Employee

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Alexia, I am deeply sorry that you have been unable to read Icaro's letter since July. In July, our national office in Brazil received his letter, and it was scanned into our systems. It was then sent to one of our translators there in Brazil to be translated. At this point, you could see his letter on your account but could not read it because it was in translation still. Regrettably, Icaro's handwriting was illegible, and the translator tried very hard but was unable to read what he wrote. Sadly, when this happens, we have to send the letter back and ask for the child to rewrite his letter. When a child is starting to write their own letters, this may happen sometimes until their handwriting improves. I'm so sorry for this unexpected delay with Icaro's letter. Please rest assured that Icaro's tutor will have him rewrite his letter as soon as possible and resend it to our national office to be translated. Hopefully his handwriting will be better or the tutor will simply write for him until he gets better. We truly appreciate your understanding, grace, and patience with this situation, and I hope you receive Icaro's rewritten letter soon. 

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