Child nit showing on my account

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  • Updated 7 months ago
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New child not showing on my account
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Karen

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  • the child i signed up to sponsor yesterday is not showing on my account. why cant someone help me directly?

Posted 7 months ago

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Sarah Heacock Schreffler

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It can take a few days for them to show up. Usually children sponsored through the website show up on your account within a few hours, but it can take longer. I had one take over a week to show up! (But when he showed up it was with a new picture! So I wonder if that was part of the wait) I was so frantic thinking something had gone wrong.  But Compassion's social media team can let you know the status. If something went wrong with the payment or if the child is just not taking the "Happy path" to appearing on your account.

If you sponsor at an event, it will take longer because it takes time for Compassion to receive the information from the event team about which kids were sponsored and such.
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Shannon Massey, Employee

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Hi Karen, 

I see you gave us a call a bit ago. I see a note that you do not have the child's ID number. Would you happen to be able to tell us if you received a confirmation email after sponsoring? Also, have you seen any deduction from your account yet? Thank you so much for getting back to us! 
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Brian

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I too signed up to sponsor another child (Paige) after my former sponsor child (Brandon) moved to a place outside Compassion’s reach. I started sponsoring Paige about a month or more ago, but Brandon still shows in my app. How can I get this updated?

Sorry - I just logged out of the app and back in and it updated. Nevermind.
(Edited)
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Sarah Heacock Schreffler

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That’s what I was go8ng to suggest—often the app does. Not update until you log out and back in again
(Edited)
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Karen

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Thanks. I have done that. She still is not there.
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Sarah Heacock Schreffler

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Karen your situation is different.  Did you ever talk to Shannon about if you ever got the confirmation? They need more information to research what is happening and that is difficult without the child ID.
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Sarah, Official Rep

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Karen, I think I found the child you were talking about in your original question. Was the child, Shreya, wearing a very bright orange/ yellow dress? If so, the sponsorship did not go through when you requested her to be your child online. She is actually being held for an event right now that lasts through August 24th, and we cannot remove her from that event. If you would like to choose a different child to sponsor, you are welcome to do so! If you prefer to sponsor Shreya specifically, I can place a reservation on her sponsorship for you. This doesn't guarantee that you will be her sponsor as we have to honor a sponsorship that is set up through the event her packet of information is currently at if someone chooses her there. If no one chooses to sponsor her at the event, you would then be given the first opportunity to be her sponsor instead. Please let me know if you would like me to place a reservation on Shreya's sponsorship for you!
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Karen

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I don't know anything about the event you are referring to all I know is that I searched for a child on your website and chose Shreya. If she could not be sponsored at that time than I do not know why she was listed on your website as a child that needed a sponsor. I feel that this is very misleading and I have been sponsoring children for a few years now and do not like this practice at all. I specifically wanted to sponsor Shreya for reasons that I care not to reveal to you. However if I cannot sponsor her then I'm very very disappointed. As a result I'm not sure that I will sponsor another child. I find it irresponsible for you to play with the emotions of people who are trying to love these children. If I decide to sponsor a child what do I need to do to prevent this from happening again? In addition to this I was told that my credit cad was charged on the day I attempted to sponsor this child. I see it has not been and I request that you not charge it now until this is corrected.
(Edited)
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Sarah, Official Rep

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Karen, I'm sorry for the confusion. Shreya was available only online when you tried to sponsor her. For some reason, the sponsorship wasn't completed, and she was not placed on your account. After that happened, her information was sent to an event to see if we would be able to find a sponsor there. She was not available at the event at the same time she was online. Compassion only makes children available for sponsorship in one place at a time to keep multiple sponsors from trying to sponsor the same child at the same time. I sincerely apologize for the disappointment this situation has caused you, and I completely understand the desire to sponsor a specific child. Again, I would be happy to place a reservation on her sponsorship for you, giving you the first opportunity to sponsor her should she not receive a sponsor through this event. Did you receive an email confirmation after you had chosen to sponsor Shreya? I'm trying to figure out where the sponsorship didn't connect, because I don't have any indication in your account that a transaction to process a sponsorship was created. Please know that we will not charge your card for a new sponsorship unless you make the decision to sponsor another child. If you did choose to sponsor Shreya if she is still available after August 24, we would be able to set the sponsorship up for you directly instead of you needing to go through the website.
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Karen

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I was working with two different people online to sponsor Shreya initially.  I don't know what happened either and I don't have an email of the chats I had with these individuals.  However, I will not do that online through an email again.

Please put a reservation on her if you will. If it is Gods will, I will be able to sponsor her.  If not, I will look for another little girl with the same birth date.

Thank you.
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Sarah, Official Rep

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Karen, I did some more digging into the situation for you as it seemed like there was a miscommunication on Compassion's part along the way. I found the issue, which was completely our fault, and I am able to place Shreya on your account today. I have placed her on your account temporarily just to wait for confirmation from you that you would like me to officially set up the sponsorship and pull her first donation from your card today. If you would like the sponsorship to start today, please let me know and I will finish the set up for her sponsorship immediately. Thank you so much for your patience and willingness to work with me as I figured this situation out for you!
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Karen

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Thank you , yes. Please set her up today. Thanks
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Anna, Employee

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Hi Karen, thank you for confirming that you would like to begin this sponsorship with Shreya. From your response, we were able to process your first donation for her. Would you like to set up reoccurring donation for Shreya on the same day as your sponsorship with Joseph? Also, within the following 24 hours, you will be able to access Shreya's information online. After you see her added to your account with Compassion, you are welcome to write her your first letter or make any adjustments to your donation method. Thank you for your desire to sponsor Shreya!
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Karen

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Yes, please set up her donation the same as Joseph's and thank you so much for fixing this.
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Anna, Employee

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Karen, your donations will now be taken out automatically on the same day for both of your sponsorships. Please let our team know if we are able to assist you further with your sponsorships. We would be happy to help you.
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Karen

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Thank you very much!

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