child on app different from one given

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  • Updated 11 months ago
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I posted that my sponsored child is different on my app than on the website and packet given. Leah replied stating my girl goes by a nickname, I’m aware of this but the name on the app is Iner Silva a 10 year old boy and the 5 year old girl I sponsor is named Angeline/Liline
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ashley

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Posted 11 months ago

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Sarah Heacock Schreffler

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A LOT of people (especially new sponsors--who did not have a sponsored child attached to their account yet when first loading it up?) are having Iner Silva showing up. It seems to be a bug in the new app that Compassion needs to track down!
(Edited)
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Leah, Employee

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Hi Ashley! It seems that you do have a glitch with your mobile app. I do apologize for this issue. Please uninstall the app. If you go to the web browser on the phone and go to, www.compassion.com, and login to your account that way, do you still have a different child on the account? -Leah
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ashley

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No, it’s the correct child on the website.
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Leah, Employee

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Hello Ashley,  I am sorry that you are having difficulty with our app. Do you use and iPhone or an Android device? I would also have you log out completely. Then uninstall the app from your device. The re-install the app to the device once it has been completely removed. After it is re-installed, try to log in again and see if the correct child appears. Let me know if that works.
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ashley

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I signed out on the app and webpage then uninstalled app. I restarted my phone and reinstalled app and logged in but it’s still the same When it’s logging me in it says no sponsored children found but then that Iner Is on the app. I’m using an iPhone 7.
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Leah, Employee

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Ashley, I need to know the operating system that you are using. Once I have this, I can submit this information to my tech support to have them look in to this further. Again, I am sorry that you are experiencing this difficulty. In the meantime, I would encourage using the website. This way you can still write a letter. I appreciate your understanding and patience while we work to resolve this issue.  
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ashley

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Do you need to know like it’s an iPhone 7 Plus IOS 11.2.1 or something more?
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Leah, Employee

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Ashley, yes that is the information that I need. I will provide your information to the tech team to have them look in to this further for you. I am sorry that the mobile app isn't working for you. Thank you for your understanding and patience while we work to resolve this issue for you. 
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Andrea Bushong

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I am having the same issue on the app. I logged out and uninstalled and still looks the same. Showing the same 10-year-old boy and i am sponsoring a 4-year-old little girl in Columbia.
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Leah, Employee

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Hello Andrea, Thank you for choosing to sponsor a child with Compassion. We are blessed to have you join our ministry and partner with us to end child poverty. I am sorry that you have also been affected with this issue. Please login through your internet browser at, www.compassion.com, and see if the correct child appears when you login that way. Also, any information about the child that is showing on your mobile app, will be helpful. May I have their name and child number? Please check and make sure that your software is up to date on the phone. You can do this through general settings. I will also need your phone model and the operating system that your phone uses please. This information is required for me to submit a request to my tech team to look in to this issue further for you. I appreciate your help and would like to get this issue resolved as quickly as possible for you. 
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Andrea Bushong

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Hello—I am able to view my sponsored child online but not through the app. The child on my app is Iner Fernando Silva, aged 10 years old and born Aug 4, 2006.
My child is Mariana Marcela Navarro Ojeda, aged 4 years old Child ID is CO079400330
My phone is an IPhone 8 and I have Verizon. All updated information and network settings. Is this what you need??? Please let me know. Thank you.
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Andrea! This is actually an issue that we are aware of and are working to fix. Iner has appeared on the app for quite a few people, myself included. Would you try logging out and back in for me one more time?
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Rob Fisher

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I’m having the same issue. Child on mobile ap is Iner as well and not one given. I have deleted app and reinstalled and same thing. I’d like to use the app but the computer is the only one showing correct child
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Christina, Employee

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Hi Rob! I'm so sorry to hear that you are seeing Iner on your mobile app instead of your sweet Emmanuel. Please rest assured that our wonderful IT Team is aware of this issue and they are working hard to resolve this issue as soon as possible. It would be helpful to give your information to them as an example, so would you please provide some additional information? What is your device make and model? What is your device OS version? What is your application version? Thank you for your willingness to help us resolve this issue! 
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Rob Fisher

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I have an iPhone 7plus running 11.2.1. Compassion app Build version 3.0.2

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