Child missing from account

  • 1
  • Problem
  • Updated 2 years ago
  • Solved
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I have been financially sponsoring and corresponding with my child for 7 years. I recently Logged into my account login to change personal info and I don't see her on there but just received a report on my child in the mail. Her name is Damarys from Nicaragua. Can someone help?
Photo of Kristin Dietz

Kristin Dietz

  • 3 Posts
  • 0 Reply Likes

Posted 2 years ago

  • 1
Photo of Sarah

Sarah, Sponsor and Donor Relations, Social Media

  • 4922 Posts
  • 1087 Reply Likes
Hi Kristin. I am so sorry for the confusion regarding Damarys no longer showing up on your account. She is still in the program and is still your sponsored child. It's possible that you were experiencing an issue with our website though, so I would encourage you to log back in and let me know if you still do not see her.
Photo of Kristin Dietz

Kristin Dietz

  • 3 Posts
  • 0 Reply Likes
Hello Sarah, I still do not see her on my account. Should I try to make a new account and link it through that?
Photo of Christina

Christina, Employee

  • 1217 Posts
  • 276 Reply Likes
Kristin, I'm so sorry that Damarys is still not showing up on your account :(. Please rest assured that Damarys is indeed still on your account in our systems; she is still your sponsored child. I believe we may need to report this issue to our IT Team. To help them resolve this issue as quick as possible for you, I will need to ask some questions and ask you to do some troubleshooting steps with me :).

1. Is this happening on your application or on your computer? Will you please test both and let me know where it is happening.
2. Do you simply see no children when you go to your "My Sponsorships" tab?
3. Ensure that your app or web browser is the most up to date version.
4. Clear your phone cache. If using computer, please clear your web browser's cache.
5. Please log out and log back into your account and retest this issue. 

Thank you so much for helping us resolve this issue for you! I would be concerned if I didn't see my kiddo in my account too. Damarys is still your sweet girl, and this is most likely just a system issue :).
Photo of Kristin Dietz

Kristin Dietz

  • 3 Posts
  • 0 Reply Likes
1) i first noticed it happening on the computer but it also does not appear on the app.
2) I see no children when I go to the sponsorships tab, and then there's a button to start a new sponsorship.
Thank you for your help in getting thins resolved!
Photo of Haley

Haley, Sponsor and Donor Relations, Operations

  • 544 Posts
  • 122 Reply Likes
Hi Kristin, I just sent you an email with more details, but since your email address is linked to two accounts here at Compassion, I think you may be logging into the wrong account. I have sent you a different username to try out. Please do let us know if that works! Thanks!!

This conversation is no longer open for comments or replies.