Issues with account?

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I am still waiting for a letter from a sponsored child to be translated and it’s been processing since early June. I also sent a letter to both of my sponsored children today and one of them has posted but the other (the same one I have been waiting for her letter to be translated) didn’t post even though I got an email saying it was successfully sent. Is there an issue with my account with Mae Lopez? I don’t seem to have any issues with sending and receiving letters from Phoebe, only Mae. Thanks!
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Crysta Manalo Elmore

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Posted 3 months ago

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Sarah Heacock Schreffler

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Are Phoebe and Mae in different countries? I've noticed some countries process much quicker than others. I've got letters to Rwanda and Mexico that are taking much longer than to other areas.
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Crysta Manalo Elmore

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Hi Sarah! No, they are both in the Philippines but different cities so I’m guessing that’s where the differences lie unless there is some kind of glitch in one of my accounts (not even sure if that’s a thing though).
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Christina, Employee

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Hi Crysta! I'm so sorry to hear that your letter to Mae isn't showing up on your account yet under her letter history. Sometimes it may take 24-48 hours for a recently written letter to appear, and I recommend double checking that your letter isn't still in your draft folder. Also, you may want to refresh your account by logging out and then back in again if you haven't already tried that. If you still cannot see your letter to Mae after a full two days, please let us know so we can help you further. Regrettably, there is a known issue that is causing some letters to be delayed in processing, and sadly, it is causing your letter from Mae in June to take a bit longer to be processed. I'm so sorry for any concern or inconvenience this may have caused you. We greatly appreciate your understanding and patience as our IT department works very hard to fix this issue. 
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Crysta Manalo Elmore

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Thanks for the reply Christina! Do you know a time frame for the issue to become resolved? I hate to think my child may think I haven’t been writing to her! I was waiting to read her letter before replying because I wanted to talk specifically about things she mentioned but I’m glad I went ahead and wrote her anyway. I hope it gets to her soon. I did log out and log back in but that did not work.
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Christina, Employee

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Crysta, I'm so sorry, but we do not have an estimated time of resolution. Please know that our IT department is doing their very best to resolve this issue as soon as possible, and we truly hope that Mae's letter is able to complete processing very soon. Also, I still do not see your letter to Mae in our systems, but since you received a confirmation email for your letter to her, I'm sure it will show very soon :). Please let us know if her letter is still not showing up in about 1-2 days though, and we'd be happy to take another look into this. Again, thank you so much for your grace and continued patience. 

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