Child missing from account

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  • Updated 3 years ago
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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?
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Kristin Dietz

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Posted 3 years ago

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Sarah, Official Rep

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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.
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Kristin Dietz

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Hello Sarah, I still do not see her on my account. Should I try to make a new account and link it through that?
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Christina, Employee

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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 :).
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Kristin Dietz

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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!
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Haley, Sponsor and Donor Relations, Operations

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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!!

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