Can't view my child's letter

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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 3 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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Jenny Kim

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I didnt't even get an email saying I have a new letter. I just logged into my account and found I have a new letter. Did you jusr get a new letter on January 20th? When did you get a new letter?
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theresa angeletti

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me too.....
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Briana

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I got the email on January 18th.
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Susan

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Hi Briana! I'm so sorry you're having trouble too. I think with the new system upgrades that the website may be having trouble. Was this a letter from Alliyah Mae? I am emailing you a copy as it looks like that was the most recent letter.
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Susan

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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

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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

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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

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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, Official Rep

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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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Sarah, Official Rep

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Hi Marisa! I'd be happy to look at this for you, but I can't find your account with the email address you provided. Can you give me your sponsor number?
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Marisa G

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My sponsor number is  02411852 
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Sarah, Official Rep

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Hi Marisa! Thank you so much for that helpful information :). I found the letter you wrote and it is still in process at this time. Once the translation is complete, someone at the country office looks over it to make sure it was done correctly before sending it on to the child. Your letter did make it through the system and should be delivered to your kiddo soon! There have been errors in the system that have caused the letter status to not always show correctly for sponsors, but the issue is being worked on.
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Marisa G

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Is there anyway in knowing how long that will take? Because as I'm sure you know, Compassion is going to stop sponsorship in India in almost exactly a month from now and I want to make sure that letter gets to him before that happens.  When i click on it, it's not showing that progress bar anymore; does that mean it's done processing?
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Sarah, Official Rep

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Hi Marisa! I am so sorry that I didn't catch where Harshith is from. We will do our best to deliver this letter to Harshith, but we cannot guarantee the delivery of the letter since the country office and the projects are no longer operating. The letter does show as complete through processing on our end, but the country office doesn't even have the funds to buy paper to print letters on, which is why I can't guarantee that the letter will indeed reach him. I am praying that your letter does sneak through and is able to be delivered by God's grace.
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Marisa G

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So there's no way in knowing if the letter actually gets to him?
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Marisa G

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Also, Harshith wrote me a couple letters back in November; I got a copy of them by email but also have the box checked on Compassion that I would like to receive the actual original letter as well.  Is there anyway in knowing if I will be able to get those as well? I know it can take 3 to 4 months but I am not sure if they had the funds to send the letters over when he wrote them.  And if I can't get the original, is it possible that y'all could print it out in Colorado and then mail them to me? Because if I can't get the original for some reason I would still really like the copy from you guys so I can at least have something from him :(
(Edited)
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Christina, Employee

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Marisa, it is with a heavy heart that I tell you that we cannot guarantee your letters will reach your precious child. Due to the limited operations of programs and a lack of funds available at the country level, we are unable to deliver letters to children at this time. However, you are definitely welcome to write and, should a resolution be found, letters will be delivered when possible. I'm so sorry as I know it's tough to not know if you can say goodbye or not :(. Sadly, if your child's physical original letters were not already sent while the country office had funds to do so, then you may not receive them. Since I cannot guarantee that you will receive these original letters, would you like me to change your letter delivery preference to receive a copy of them instead? 

Our hearts are breaking with this whole situation. We are still hoping for a miracle and that God will come through at the last minute. That said, even if God doesn't, we know that God is in control and will bring good from this situation. We have to be realistic and honest with you that there is very little hope, and we are making plans to close our offices in India as of March 15th if nothing changes. We cannot thank you enough for your prayers and support. 
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Marisa G

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I would like to wait a little bit just in case the original letters were sent and they have just taken their time to get here; I've gotten some original letters six or seven months after I got them on my email.  Should I just contact Compassion if I change my mind?
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Christina, Employee

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Marisa, I completely understand. Yes, please let us know if you would like us to change your letter delivery preferences and send you the copies of your letters :).
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Marisa G

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So I am currently in the process of sending a final letter to my sponsor child in India; in the email that I received it said "Unfortunately, this special stationery is the only one that can be used, and you cannot send your final letter online." Does that mean I can not send a picture along with it? Could I print out another piece of the special stationary and send it so there would be two pieces of the special stationary? I just want to make sure I follow the requirements so my letter can get to him
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Marisa G

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Also I just looked on compassion and saw that all the letters were gone. In my original post I asked about recieving the letters. As of now, I have recieved one of the original letters and was wondering if I don't get the original letters in a couple weeks, could I still have Compassion send me photocopies of the letters even though they're gone from my profile? If there is anyway I can get a copy of them now, please let me know. I don't have a photo of them anywhere and those letters were especially special to me and it would crush me if I wasn't able to get those
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Marisa G

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Sorry one more question, would you happen to know if the sign for I love you in sign language would be considered offensive in India? I was going to include a picture of me doing that sign (since I am taking sign language right now and was going to have that be his and I personal thing that we can do to remember each other and not seem so far away) but I don't want to include it if it will taken offensively there. I researched online and couldn't find anything that said that sign would be offensive in the culture
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Susan

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Marisa, you are welcome to send a photo along with your letter and it does not need to be on the special stationary. Please write your child's name and number on the back of the photo. We still have copies of the letters that were scanned (all letters since April 2016) and would be happy to email them to you. Are you wanting all the letters that were sent back and forth or just the ones that he sent to you? I am honestly not sure if the "I love you" sign in sign language would be considered offensive in India. The meaning that is taken from different gestures really varies around the world, so I would honestly recommend shying away from the photo you mentioned just to be safe. You could maybe write, "I love you." He speaks English or else I would recommend writing it in his language. They also speak Kannad in his area so if you could find a translation in that language maybe you could use that. 
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Marisa G

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I explain what it means in the letter; do you think that would be okay as long as I explained it and just mentioned it was our thing?
And could I get copies sent to me sent to me by mail if possible without changing my setting online? I think I just haven't gotten the last three letters. They were all sent within a couple weeks of each other in September or so I believe. However, I didn't know he spoke English though; that is neat and wish I could've learned that sooner.
I still had a question that I don't think you answered; it was about if I could send two pieces of special stationary? The email said you could only send the special stationary and no other pieces of paper so I was curious if it was against the "rules" to put two pieces of special stationary. I would print one off of the pdf that was sent to me regarding the final letter. Because if I could do that, I would much rather do that than try to put my entire letter on one piece of stationary.
Also do you need it by March 31rd or it mailed by March 31st? The envelope says mailed but I just wanted to check just in case.
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Susan

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Marisa, I honestly would play it on the safe side and not send it at all but you are welcome to do as you wish. We would prefer that you keep the letter short and sweet and not attach additional pieces of paper to it. That said, we understand this is a last letter and you want to make it special. If you do attach anything to the letter, you may use whatever paper you would like and do not need to download the PDF. I will try to get you the letters you requested and will follow up when I do. Time is running short. We need this in house by Friday March 31 so I would recommend scanning and email the letter to socialmedia@compassion.com at this point to ensure delivery.
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Marisa G

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Would the picture be possibly taken out of the letter?
And oh my gosh really?? The outside of the envelope says mail by March 31st. I will try to scan it tomorrow and get it emailed tomorrow.
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Susan

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Marisa, I apologize for the confusion. We will be doing a count of the letters on Friday so we do need it in by then. As far as the photo, we normally remove offensive things from the letters but I do not believe we would be able to do that level of processing in this case because we are scrounging just to be able to send the letter. Again, I would recommend playing it safe but you can do as you wish.
(Edited)
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Marisa G

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I emailed the scanned pictures of my letter to the email address you provided two days ago; is there any way that you can let me know if the email was received and if there were any problems printing out what I included in the email/if they successfully printed the attachments in the email? If that's not possible, I completely understand
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Marisa G

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Sorry again, I just want to make sure my final letter gets to him; I still haven't gotten a response back from Compassion that they have printed out my letter that I emailed them yesterday morning. I am very concerned that it won't get printed out and sent; was socialmedia@compassion.com the correct email to send it to?? Because I haven't received confirmation that they have opened the email that I sent it to.
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Susan

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Marisa, I apologize for the delay. We have received your email with the final letter, have it printed, and ready to go.
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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, Official Rep

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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

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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, Official Rep

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

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