I’m experiencing issues with the new mobile app!

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  • Updated 4 years ago
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We’re so excited to introduce our sleek new mobile app to you! The goal is to help you stay more connected with your child through easier letter writing and having access to your child’s profile wherever you go!

Are you having trouble? Try these troubleshooting options!

Q: What do I do if a feature that should be working isn't working for me?

A: First, check to make sure your device has been updated with the latest version of the app. The most current versions are:

If you have been logging out and logging back in, try restarting your device.

Q: I sponsor or correspond with many Compassion children. Why does the app keep crashing or just stop when trying to load their information?

A: When you are logging in for the first time, if you have multiple sponsored or correspondence children, it could take up to take several minutes to load them all. Some sponsors with more than 50 sponsored or correspondent children are still experiencing problems, and we are working to fix these issues.

Q: I just added a child(ren) to my account, but they’re not showing up. Why?

A: If you’ve added a child since you last logged into your app, try logging out and then log in again. The child(ren) you added since last login should appear. If you’ve already tried logging and then logging back in, it might even be a good idea to clear your device’s cache by restarting your device. This will give your app a fresh start and help it to know to load the new child onto your app. 

Q: Are there plans to make the Compassion mobile app available to other smartphone platforms (like Windows) or tablet devices?

A: An Android tablet version is in development. Unfortunately, we do not have plans to develop app versions for Windows or other mobile platforms

Q: Why is my Android keyboard getting in the way when I type a letter to my child?

A: This was happening in an earlier Android version, but it has been fixed. Please make sure you have downloaded and installed the latest version to your Android phone.

*****If you’ve exhausted all of your options and are still experiencing issues, let us know. We have exciting new features and we want to help you have a seamless and smooth experience with this new app! Post a question, or email us at socialmedia@compassion.com and we’ll help you troubleshoot your issue further. But wait! When you contact us, please provide the following information so that we can best resolve your issue:

  • OS (operating system) your device is using
  • Type of device you’re using
  • Your sponsor number
  • Optional: The app release number, which can be found at the bottom of the Settings screen.
God bless you and thank you so much for writing to your kiddos! We pray you enjoy this new app!
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Posted 4 years ago

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