Compassion App Location Problem

  • 1
  • Problem
  • Updated 11 months ago
  • Solved
Archived and Closed

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On my Compassion app, it shows my sponsored child's location as India and it displays the weather/time/etc. for India. However, my sponsored child is from Haiti. Is there a way to get the app to reflect where my child actually lives?
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Mary

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Posted 11 months ago

  • 1
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Christina, Employee

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Hi Mary! I'm so sorry to hear that the application is showing the incorrect location information for your kiddo. Regrettably, I was unable to locate your account using your email address. Will you please provide your sponsor number or child's number? Also, to help us resolve this issue for you, please complete the following troubleshooting steps below:

1. Log out of My Account and log back in
2. Update app in Google Play Store or App Store
3. Clear app cache
4. Uninstall app
5. Power cycle your device
6. Re-Install app

Please let us know if the issue persists after you complete this troubleshooting. If the issue is persisting, please provide the following information for us to give to our technical team:

1. Device Make and Model
2. Device Operating System
3. Application Version
4. Screenshots if possible

Thank you for your willingness to help us fix this issue!
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Mary

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Hi Christina! I have completed all of the troubleshooting, and still no luck with seeing the correct location of our child. My sponsor number is 07957352. My device is an Apple iPhone 7, iOS, version 11.1.1. I will attach a screenshot of the issue as well! 
Thank you for your help!
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Shannon Massey, Employee

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Hi Mary!
Thank you so much for this information! I am sending this along to our technical support team to see if we can get this fixed for you. Thank you for bringing this to our attention and for your patience as we get this fixed for you! 

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