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

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  • Updated 2 years 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 2 years ago

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Sarah, Official Rep

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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, Official Rep

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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, Official Rep

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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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Sarah, Official Rep

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Hi Nancy! The most recent letter from your child is still going through translation. As soon as it is ready for you to read, it will allow you to click on it :). Is the other letter that you can't open the one from August from your child?
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Nancy Sherwood

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Yes, I cannot open the August letter either. It looks the same, an envelope with an X.
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Sarah, Official Rep

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Nancy what phone do you have and what version of software is it running? I will be able to send this issue on to our tech team if you can provide me with that information.
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Nancy Sherwood

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It is an iPhone 6s, software is iOS 11.2.2
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Sarah, Official Rep

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Hi Nancy! Thank you so much for getting back to me quickly! I did submit your information to our mobile app team to have them look into this issue for you :).
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Nancy Sherwood

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Thank you, I appreciate your help.
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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, Official Rep

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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

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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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Sarah, Official Rep

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Hi Ricky! I am so sorry for the confusion! This letter from your child was actually canceled because we noticed that the letter was not completely filled out before it was sent to our national office in Burkina Faso to be translated. Kids as young as Abdoul write on form letters with specific questions for them to answer and Abdoul didn't fill them out. They will send the letter back to your kiddo to have him finish answering the questions before they process it and place it on your account.
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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, Official Rep

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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, Official Rep

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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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