Can't view my child's letter

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  • Updated 2 years ago
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I just logged into my account today and noticed that I have a new letter from my boy Wogayehu. It says "translation complete" 1/20, but I can't open it.
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Jenny Kim

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Posted 2 years ago

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mark bowen

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Hi Jenny, did you try clicking Conversations?
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Jenny Kim

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Yes. And I see this screen.
(Edited)
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Eleanor Clark

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I cannot view Boris letter it comes up with a error and try again later Boris number is ID012000307   Also the green burr won't go away once you read the letters
(Edited)
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Christina, Employee

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Eleanor, I'm so sorry that you are not able to read Boris' letter online right now :(. As you may know, this is due to the system issues that our IT Team is working diligently to resolve. I apologize for any inconveniences. Please rest assured that all of your child letters are safe, and I am emailing you now with the copy of Boris' most recent letter to you. Thank you for your understanding and patience! 
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mark bowen

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Won't that progress bar slide from the left to the right when his letter finally gets to you?
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Jenny Kim

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Hmmm... it says translation complete. It used to never show up in my account unless I was able to view the letter. 1/20 date is not the date that the letter is actually delivered to me. I am wondering if it's still in process as the blue color thst indicates the letter from a child is very light.
(Edited)
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Briana

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I am having the same issue. My email said I have a new letter, but this is what the website is doing for me, too.
(Edited)
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Susan, Sponsor and Donor Relations, Social Media

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Theresa, I'm sending you your child's letter too. 
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theresa angeletti

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thank you thank you thank you.... we are crying it is so beautiful........ :0)
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Briana

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Thank you so much! Actually, the last letter I received successfully was from Alliyah Mae! The letter I am missing is from Osius. I have received one letter from Osius before.
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Susan, Sponsor and Donor Relations, Social Media

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Briana, sorry about that! I just sent you Osius' letter. 
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Briana

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Thank you!!!! :) I love learning and connecting through these wonderful letters! :)
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Jenny Kim

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I believe this letter is from 10/11 the date that the stationary was printed and sent to ICP. It's been more than 3 months since then and I really hope to see this letter ASAP. Thank you! 
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Susan, Sponsor and Donor Relations, Social Media

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Hi Jenny! I am so sorry you are having trouble viewing this letter online. Since I am able to view and download the letter so I am going to email it to you. 
(Edited)
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Jenny Kim

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Hi Susan!
I have a letter from Yohanis today and I cannot see it. Could you email me his letter? Thank you!
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Susan, Sponsor and Donor Relations, Social Media

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Jenny, I got your email as well. I am replying to your email with the letter. 
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Christina George

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Hi Susan I am having the same problem, can you please email me my child's letter as well?
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Christina! I just sent the letter to you in an email :).
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Marisa G

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I wrote to my child about two weeks ago and it said the translation was complete and then a couple days later that message disappeared and when I click on progess, it shows that the little circle on the progress bar is all the way to the left.  What does that mean exactly?
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Marisa G

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Thank you so much! So I ended up deciding to include the picture and just really explained what it meant and described it extensively why I included that in the letter, do you know if that was printed out as well?
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Sarah, Sponsor and Donor Relations, Social Media

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Marisa, yes, that photo was included when we printed it out for you :).
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Marisa G

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Thank you so much!! I really appreciate it immensely. Is there anyway to know if it was included in the envelope or if it got pulled for some reason? Susan said it might get pulled if it is considered offensive in India
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Marisa G

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I completely understand if that is not possible; was just wondering if it made it through the final stages of the letter packing!
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Susan, Sponsor and Donor Relations, Social Media

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Marisa, as I told you in your email, regrettably it is not possible to notify you about this. Thank you for understanding!
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Debi

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I am having a similar issue. A letter from Carlos PM in CO0517 is shown with translation complete on 1/21, and Raiber in DR0413 with translation complete on 1/20. Other letters have been coming through, including one from Raiber dated 1/30, but these two seem stuck. Can you help me out? It's coming time to write to them again, and I would love to be able to reply to their letters :)
(Edited)
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Christina, Employee

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Hi Debi! I'm so sorry that you're experiencing this known issue as well :(. I am able to see your kiddos' letters in my system, so I am emailing you now with a copy of them. Thank you for your patience and understanding! 
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Debi

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An interesting new wrinkle today is future dates.
-- My letters with Raiber now shows a translation complete on April 20, 2017. I assume this is the one which has previously been dated January 20, not accessible online but I did receive it by email.
-- Andres has one dated in process on April 30, 2017.
-- Carlos PM marked translation complete on April 22, 2017. Previously was marked 1/22, I think.
-- Rwanyekiro marked in translation April 27, 2017.
I think all four of these yesterday indicated letters in process or available (though not accessible online), so it's just the date in the most recent one that seems to have changed. I don't think there is anything I need from you on these, but it seems like a good thing for your tech folks to know about :)
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Christina, Employee

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Debi, thank you for letting us know about the issues you are experiencing online. I will ensure our IT Team is aware of this issue if they do not already know about it :). 
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William

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Hello,

Sorry to add to the backlog, but I too am having an email from Mario ID022100320 that says Translation complete dated 1/20. Several of the letters I sent him are stuck in a status of "Translating" progress. Are you able to email it to me?

Thanks, I hope they get the issues resolved soon, hate having to bother you.
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Christina, Employee

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William, I am so sorry that you are being affected by this known issue as well :(. It's no bother at all; we are here to help! As you may know, we have been undergoing a large system transition, and there have been a couple of bumps along the way. This system transition has caused some information on My Accounts to show incorrectly or to load improperly, especially with letters. Please rest assured that our IT Team is aware of this issue, and they are working diligently to resolve it. I am deeply sorry for any inconveniences this may cause. I am emailing you now with a copy of Mario's letter. Thank you so much for your patience and understanding during this season of change!  
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Jenny Kim

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Hello!

I have a new letter from Wogayehu Demilew (2/22/2017), but I am not able to open. Could you send me the letter to my email address? 

Thank you!
(Edited)
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Jenny! I am sending Wogayehu's letter to you right now :).

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