Email Notifications

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I'm not receiving any notifications when I have a new letter to read. I am getting emails when I write to my kids though. Is this a known problem? I've actually not gotten any email from Compassion since the letter writing changes aside from direct communications and "thank you for writing" emails.
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KristenH, Champion

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Posted 2 years ago

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Kristen

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I am also not getting the emails telling me I have a new letter but am getting the "thank you for writing" emails and emails from support when I ask a question.
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Susan, Sponsor and Donor Relations, Social Media

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Hi to both Kristen's! :) I know we were having some issues with too many emails being sent for a while so we had stopped the email notifications so that could be behind the lack of emails. Either way, I'm looking into getting this corrected for you though so that you will begin receiving the emails. 
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John

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I have had the same issue, no email when new letters are available.
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KristenH, Champion

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I'm still having this problem so I'm guessing it hasn't been resolved yet
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Kristen

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Thanks Susan!

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KristenH, Champion

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Thank you Susan!
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Susan, Sponsor and Donor Relations, Social Media

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Hi Kristen, Kristen, and John! Thank you so much for letting us know you all continue to experience this issue. I have been in contact with our web team since last night. We have identified an issue in our system that is keeping some notification emails from getting sent to sponsors and we are working on a fix. I'll keep you updated on our progress. Thank you for your patience as we work through this bug in the system!
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KristenH, Champion

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Thanks Susan! I appreciate it!
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John

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Hi, any updates for this issue? I still do not get any notifications other than the thank you for writing.  My wife gets a child of the day or week email, I do not get. Thanks
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Susan, Sponsor and Donor Relations, Social Media

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John, to clarify, you are not getting any email notifications other than confirmations that you wrote a letter, correct? It sounds like you are talking about more than just the child letter notifications which is a slightly different problem. 
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John

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Yes, I do get emails from replies to my post here and for "thanks for writing" to my online letters I write. Nothing else I believe. Nothing for,  you have a new letter, nothing else, don't know what else there is. If I make a gift payment I will get that. No news letter types, if there are any.
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Christina, Employee

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John, I'm so sorry that you haven't been receiving the same emails as your wife :(. For us to better assist you, will you please tell me which emails you would like to receive that you are not getting right now?  I understand that you would like to receive the email to notify you of a new letter and the photo of the week email, but could you please let me know which emails your wife is getting that you would like to receive as well. This will greatly help us resolve this issue for you :). 
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John

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Anything from compassion.
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Christina, Employee

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John, thank you for letting me know that you would like to receive all of Compassion's emails. I have checked your account and have confirmed that you have opted in for all of Compassion's emails. To further troubleshoot this issue, would you mind please checking your spam or junk folder? Thank you! 
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John

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I check those daily. Nothing there
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Katherine

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John, I am so sorry that you are not receiving emails as you should be. We are troubleshooting this issue and we will get to the bottom of it as soon as possible! Thank you so much for your kindness and patience through all of this. 
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Chantel

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I did not receive email notifications for my last two lettters (one from Emmanuella, one from Ana Luiza). Both letters were received within the last week or so. This just started happening so I don't know if there is a glitch in the system I just wanted to make Compassion aware.
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Christina, Employee

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Chantel, I'm so sorry to hear that you did not receive an email of Ana and Emmanuella's most recent letters to you :(. Thank you so much for letting us know so we may help you! Please rest assured that I have sent these examples to our technical teams to further assist them is resolving this known issue. We are so sorry for any inconvenience this may have caused you. We are very thankful for your understanding and grace as we work to resolve this issue for your future children's letters. 

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