I cannot open 2 of my letters from my sponsored child.

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  • Updated 5 months ago
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There are two letters that I am unable to open from earlier this year? Can someone help me with this?
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Robbie Kolder

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Posted 11 months ago

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Sarah, Sponsor and Donor Relations, Social Media

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Hi Robbie! Is this on the app or on the website or both? Can you tell me which letters these are and include a screenshot of what you see please? This will help me in figuring out what the root issue is.
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Robbie Kolder

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This is the app. I haven’t tried the website?
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Robbie! This does look like the issue we are seeing many sponsors experience right now. Can you tell me the model of phone you have and the software version you are using?
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Robbie Kolder

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I will have to look at my iPad when I get home but my phone is an iPhone8 iOS 11.2.2
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Sarah, Sponsor and Donor Relations, Social Media

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Thanks, Robbie! I just got this to our app team to work on :).
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Nancy Sherwood

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I am not able to open the two letters from my child either. It shows an envelope with an X, but does nothing when I click on it. Help, please!
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Gail Cuthbert

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I am having the same problem reading letters from our children. Iphone 7 iOS 11.2.5
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Gail! I do see two letters on your account, both from your Ethiopia children, that are currently in translation. While letters are in translation, you won't be able to read them. Are these two letters the only ones that you cannot read?
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Gail Cuthbert

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Yes! So the 'x' means the letter is being translated?  If so, that is a long delay... one is dated 11/27 and the other is 12/5
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Susan, Sponsor and Donor Relations, Social Media

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Gail, not always. Sometimes the 'x' is an error and sometimes it is in translation. That said, it can take some time for letters to be translated. We apologize for the delay. I trust these will come through for you real soon. 
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Gail Cuthbert

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Thank you for your clarification!
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Ricky

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I am having the same problem, i cant open the letter from our child, any idea why? Thanks
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Ricky

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Thank you very much for clearing that up Sarah!
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Crystal Cox

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I have a letter too that is not showing up for me to open and read! Please help
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Crystal! That letter from your child is still in processing. Once it finishes, it will be ready for  you to read on your account :).
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Monica Kryder

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I too am having this same issue...it shows a letter received, over a month ago. I cannot open it. I am wondering if, in my case, this is due to the App, translation, or something else. Can you help me with this?
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Monica! The letter from your child is still going through translation. Once it finishes the translation process, you'll be able to open it :).

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