Can’t open old or new letters

  • 5
  • Problem
  • Updated 10 months ago
  • Solved
Archived and Closed

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This month I received two letters from my child that I cannot open. I assumed it was because they were currently being translated but now I am not able to open any of the letters he has sent me. Can someone please look into this issue for me? Thank you!!
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Michelle Johnson

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Posted 11 months ago

  • 5
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Derek Bailey

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Derek Bailey

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I am having the same problem. :(
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Shannon Massey, Employee

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Hi Michelle and Derek!
I am so sorry to see that you guys are having this issue with the app. We have actually seen this issue on other accounts as well and we do know that our technical support team is working hard to resolve this. Please know that I am adding your accounts to their list of accounts to ensure are fixed. Thank you so much for your patience as we get this resolved! 
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Michelle Johnson

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Thank you Shannon!
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Becky Dotson Dean

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Me too!
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Shannon Massey, Employee

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Hi Becky, 
Thank you so much for providing us this screenshot! I am sending this to our tech team to be looked at as well. May I ask for your  Phone Make and Model: e.g.(iPhone 6S or Samsung Galaxy S6) and OperatingSystem: (OS version being used) please. :) Thank you so much for your patience as our team works through these new mobile app issues! 
(Edited)
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Terry Julia DeGroot

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Mine has been doing th same since December!
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Christina, Employee

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Hi Julia! I'm so sorry for any confusion or concern caused by Stephen's letter being unavailable right now. After looking into your account, I do see that this letter on December 18th is actually still in translation. When a letter is in translation, it will show up on your account with "New" on it and it will show an "X" until it has completed processing and is available. The issue other people have been experiencing is with all of their children's letters having an "X", including previously available letters. The good news is that your kiddo's letter should be available soon, and you are not being affected by this known issue :). Please let us know if you have any additional questions or concerns. Have a blessed day! 

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