How do we know when we get a letter online/on the app?

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Hi Compassion, 

I started sponsoring again with you all in August, after the new changes with the letter writing system began. I have not received any letters yet, but I am still a bit confused as to how we know we have letters. Do we receive an e-mail? I've heard people talking about green bars and blue bars and seeing that letters are in translation, but I do not see any of that on my account, either on my phone or on my computer, and I have sent multiple letters to each of my kids. Will something show up on the account to notify us that we have a letter? 

Also, do I have any letters on the way? I know it's still early for most of my kids, but I'm just curious....and impatient. ;) 

Thanks,
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Emily Smith

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Posted 2 years ago

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Sarah, Sponsor and Donor Relations, Social Media

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Hi Emily! You will receive an email when you have a new letter from one of your children. If you click on the link that is in the email, it will take you directly to it :). Some people do have the bars on their account, but they are most often not accurate. We've had some major difficulties in getting this new letter system up and running efficiently, and one thing we had to stop doing for the next several months is using a computer based translation software. For now, we are manually translating letters by hand before they are scanned in to the system and placed on sponsor accounts. Because of that, you won't have a heads up as to when a letter is on the way. It will just show up in your account one day, ready to read! I don't see any letters for you yet, but you should start to receive some by December :)! I'm so excited for you to start developing relationships with your sweet kiddos!
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Emily Smith

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Thank you so much for the info. That helps a lot! :)
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William Blair

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One thing I want to ask about is are the letters still going to the country office and main office at the same time?
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Christina, Employee

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Hi William! When you write a letter to your child, it will come to the Global Ministry Center in Colorado Springs first. Your letter will then be scanned and sent to the field office, printed out and translated, and then sent to your child. When your child writes a letter, it will come to the field office in their country first. Their letter will then be translated, scanned and sent to the Global Ministry Center, and then delivered to you using your preferred method. Please let us know if you have any further questions :). 
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William Blair

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Thanks. I know they are working on the new system and had to go back to the old one.
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Christina, Employee

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William, I'm so sorry for any confusion these changes have caused. We are still using the new system to scan and electronically send letters to and from the field offices. The only change we have recently made is that we are manually translating letters at the field offices until we are able to resolve the issues we are having with the translation software.
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William Blair

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No confusion for me. I wasn't sure what changes were made to get letters sent out.
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KristenH, Champion

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Christina, I'm still not getting emails when a new letter is available on my account. I'm actually not getting any emails except for Volunteer Opportunities. It has been this way since April for me. 
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Kristen! I am so sorry you still aren't receiving the emails when a new letter is on your account, or almost any emails from Compassion :(. Have you been checking your junk file or do you have a clutter file that emails automatically go to?
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KristenH, Champion

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Yes I have. I even tried changing to a different email but nothing comes through :/  
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Susan, Sponsor and Donor Relations, Social Media

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Kristen, it looks like your email address has changed on your account since April. The email has you and your husband's name rather than just your name on it. I'm not sure who checks that email address, but I wonder if the emails are just getting sent to a different email than you are anticipating? 
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KristenH, Champion

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I check that email as well and was hoping that by using that one I would get my emails from Compassion. Still nothing though :( 
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John

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Hello, I'm not getting those email notifcations for letters either. Not in spam folder. I have to check often to see if I have one. I do get a few emails from this site when I post or follow.

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