Digital Copy of letters disappeared & Original Copy of Letters never come

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  • Updated 2 years ago
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  • (Edited)
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Hi,

I am having a problem with viewing letters online. I have about 14~15 conversations with Cyrus, but now it shows 0 in my account, they are all gone. Can I get all those letters back please?


Also, about getting the original copy of my child's letters. I ticked that I want my letters in email and original copy, but I have never received one single letter in the mail. I asked similar questions before and was told to wait because letters are not being sent as often now than before.

Today, I received the original copy of a letter from a child that I no longer sponsoring, which was more recent than the ones from Cyrus. So I started to wonder where are all the letters from Cyrus have gone and will I still receive them?

Thanks!
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Adri Matsui

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Posted 2 years ago

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KristenH, Champion

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Hi Adri, someone from Compassion can address your concerns about original letters after the weekend but I did want to let you know that the online conversations missing is a known problem. They are still in the system, but there is a glitch that is not allowing us, the sponsors, to access them. Hopefully the tech team will be able to fix this soon!  
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Adri Matsui

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Hi KristenH, good to know they are not lost! I was worry to see all the letters gone! Thanks :)
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Adri Matsui

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any help please?
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Sarah, Sponsor and Donor Relations, Social Media

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Adri, I'd be happy to look at why you aren't receiving letters in the mail, but I cannot find an account for you. What is your sponsor number?
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Adri Matsui

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Hi Sarah, my sponsor number is: 06616474. Thanks!
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Sarah, Sponsor and Donor Relations, Social Media

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Thanks, Adri! I know you have given me your number before, but I couldn't find the conversation when I looked for it :). You haven't received any of your letters in the mail quite yet because your account is set up to receive the original letters from your child. We only recently (in the last month) have been able to start sending these original letters out to sponsors because we were experiencing issues with the letter system since it was released in April 2016. Now that the system is working, you should see some of these letters begin to arrive in the next few months! Because these are coming straight from the countries where the children live, they do take much longer to arrive than the scans that you receive online. The nice part is you will at least be able to read the letters from your kiddos as soon as they are scanned in the system while you wait for the original to make its way through the mail :).
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Adri Matsui

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Thanks Sarah, I was only worried that the letters got lost on the way! Good to know they are coming :)

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