Can't open letter

  • 4
  • Question
  • Updated 11 months ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: case resolved

Hi! I was so excited this morning to see I have a letter from Ronald, but I cannot open it. Also, do you know if I have any letters from my other kids coming? Thanks and God bless!
Photo of Rebekah Bell

Rebekah Bell

  • 119 Posts
  • 27 Reply Likes

Posted 2 years ago

  • 4
Photo of Eleanor Clark

Eleanor Clark

  • 255 Posts
  • 15 Reply Likes
I got a letter from Edward KE021100875, Mueloba TH093200115, it says letters complete. David Ho011700560, Kimberly GU089700560, Felipe BR018201078, Nilda DR040500347, and Lolugu IN0158003023 Letters have a problem.
Photo of Sarah

Sarah, Sponsor and Donor Relations, Social Media

  • 4921 Posts
  • 1087 Reply Likes
Eleanor, these letters are under review to be manually looked at. There are issues with the letters on the website that we are working to fix, and it looks like some of these letters may be caught in those issues. Hang in there with us while we work on getting them corrected!
Photo of Rebekah Bell

Rebekah Bell

  • 119 Posts
  • 27 Reply Likes
This reply was created from a merged topic originally titled Can't open letter.

I was thrilled today to see I had a letter from Ronald in Uganda! Unfortunately, I cannot open it at this time.
Photo of Sarah

Sarah, Sponsor and Donor Relations, Social Media

  • 4921 Posts
  • 1087 Reply Likes
Rebekah, it looks like this letter is not actually quite ready for you to read yet. Did you get the email notification, or just see it in your account?
Photo of Rebekah Bell

Rebekah Bell

  • 119 Posts
  • 27 Reply Likes
Hi! I saw it in my account. It is just uncommon for it to take more than a few hours to view after it has appeared there. I was worried, too, because there is a letter from Zulkifu that appeared around Christmas that I originally was able to view, but I noticed a few weeks ago that I could no longer view it. I was just worried something similar might happen with Ronald's ( and now Vithurshini's) new letter, where it might get stuck in the system and not available for viewing for weeks. Thank you for your response! Is this part of the new system, being able to see a letter on the way that is not available to view yet?
Photo of Susan

Susan, Sponsor and Donor Relations, Social Media

  • 7368 Posts
  • 1564 Reply Likes
Rebekah, yes, this is part of the new system issues that are letting letters through when they are not ready yet in error.
Photo of rachel nunez

rachel nunez

  • 7 Posts
  • 2 Reply Likes
Hello, I can’t open my letter on my app or online either. It says I have a letter but it will not open. Please help. This would only be my 2nd letter from him and can’t wait to read it! Thanks! 07823345
Photo of Shannon Massey

Shannon Massey, Employee

  • 1730 Posts
  • 300 Reply Likes
Hi Rachel, 
I am so sorry for the confusion! I see your letter is still in translation. You should be able to view this letter without issue as soon as it is complete. :)
Photo of rachel nunez

rachel nunez

  • 7 Posts
  • 2 Reply Likes
Perfect, thank you!
Photo of rachel nunez

rachel nunez

  • 7 Posts
  • 2 Reply Likes
**update** the letter came available today! So it took about 9 days (during the holiday) to become available in the app. It had a down red arrow and it will download when you tap it.
Photo of Julie

Julie

  • 3 Posts
  • 0 Reply Likes
I too have 2 letters on my app from our child but they are grayed out and I can't open.  They have been like that for about 2 weeks now if not longer.  when I go online one says it was submitted 11/23 and one says 12/10 I believe.  something like that!  Is it just taking longer to translate right now?  or is there a problem with them?  I was so excited to have seen them and then couldn't open!  :(
Photo of Christina

Christina, Employee

  • 1217 Posts
  • 276 Reply Likes
Hi Julie! I'm so sorry to hear that some letters to and from your kiddos are delayed in processing. Recently, 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. I'm so sorry for any concern or confusion this recent change in letter status has caused. Once these letters have been processed, they will no longer be gray and will be available to view. 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. God bless you!

This conversation is no longer open for comments or replies.