Emails not going through?

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I have questions about sending emails.

On 7/15, I wrote a letter to one of my sponsored child, Cyrus, and it is still in "In translation".
On 7/21, I wrote a letter to my other sponsored child, Rodrigo, and the status never change from "Just Received".

I understand that emails/letters need time to translate and delivery, but on 8/19, I wrote a letter to each of them and the status were both "Translation Completed" straight after I sent them, and now they are not even in the "In transit" list.

My question is, are the letters even going through? Why is the newer ones complete transit before the older ones?

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 Adrian, some letters are having to be manually processed and some are zipping right along through the new system. Most likely, the ones that are still processing on your account are having to be manually pushed along and that's what is taking so long!
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Christina, Employee

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Adri, I'm so sorry that your letters to your sweet boys haven't gone through yet. I understand that it is very confusing to see newer letters being processed before older ones. Please rest assured that all of your letters will be delivered to your children. Regrettably, they will most likely receive your newer letters first, but they will receive all of them. We have experienced some issues with our translation software, so we are now manually translating all of the letters. This also means that the status of a letter is not always accurate, and you will no longer be able to see each step of the process. We have also seen an influx of the amount of letters we receive, which is amazing! However, because of the increased amount of letters we are receiving, we are now working through a back log of letters. This is causing a delay in processing letters, but we prayerfully hope to have all of the letters completed soon. We're so sorry for any confusion or frustration this issue has caused. Thank you so much for your patience and understanding during this season of change. Your sweet boys, Rodrigo and Cyrus, will indeed receive all of your loving letters.
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Adri Matsui

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Christina, thanks for the clear explanation! As long as the letters are being taken care of :) I can now continue writing, knowing that they will receive them sooner or later. Thanks :

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