Just started sponsoring and app is showing different child then the one I I have

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  • Updated 11 months ago
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abby

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Posted 11 months ago

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Shannon Massey, Employee

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Hi Abby, 
I am so sorry there is confusion on what kiddo you are sponsoring. I would be more than happy to see what's going on. Can you please provide me the two child numbers so that I can do a little research for you? These numbers should start with 2 letters, (the first two letters of the country they live in). We look forward to hearing back from you! 
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abby

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I only have one of the numbers GU081901307
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Sarah, Sponsor and Donor Relations, Social Media

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Abby, is this the child you were trying to sponsor or is this the other child? The account I pulled up with your name doesn't actually show any children on the account, and the child whose number you gave me doesn't have a listed sponsor. If this is the child you were trying to sponsor, where did you pick this child's packet up? Do you have your sponsor number available so that I can see if there is a different account I should be looking at?
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abby

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The child I am trying to sponsor and I picked it up at a concert 07983896
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Sarah, Sponsor and Donor Relations, Social Media

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Abby, I don't see any child on that account at all, but it can take several weeks for us to receive packets from events and get them processed. Once that happens, Nery would be placed on your account. If you log out of the app and log back in, do you still see a different child listed? Can you send me a screenshot of what you see?
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abby

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Sarah, Sponsor and Donor Relations, Social Media

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Hey Abby! As I was looking around the app myself today, this child's profile came up for me too. This child isn't on either of our accounts, but there's something going on in the app that makes the child's information appear. I did it somehow without knowing how I did it and can't figure out how that happened now. Can you tell me how you got to this child's information? Does it just come up automatically when you open the app?
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abby

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It just came up automatically
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Melissa Gonzalez

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I apologize for jumping into this but I am having the same struggle. I too just started sponsoring a child and have a different kiddo on my profile. The kiddo that is coming up for me is also the same one that is coming up for you both.
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Christina, Employee

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Abby and Melissa, I sincerely apologize that you are both seeing this child's profile that is not the child you selected to sponsor. This is due to some error with the application communicating inaccurately with our internal system. To help us resolve this issue for you, please complete the following troubleshooting steps below: 

1. Log out of My Account and log back in
2. Update app in Google Play Store or App Store
3. Uninstall, Power Cycle, and Re-Install application
4. Clear app cache

Please let us know if the issue persists after you complete this troubleshooting. If the issue is persisting, please provide the following information for us to give to our technical team:

1. Device Make and Model
2. Device Operating System
3. Application Version

Thank you for your willingness to help us fix this issue! We appreciate your grace and understanding.
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Melissa Gonzalez

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Thank you for getting back to me Christina. I tried all of the above and am still having the same issue.

1. Apple - IphoneX
2. IOS 11.1.2
3. 3.0.0

Let me know if you need anything else from me please. Thank you!
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Christina, Employee

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Hi Melissa! Thank you for completing all the troubleshooting steps. I'm sorry to hear that you are still seeing this other child instead of Junior on your account. I see that Junior is currently on hold for you because your sponsorship of him did not go through the "happy path". Therefore, one of our wonderful processing team representatives will manually process your donation as quickly as they can. Once this has been done, you will be able to see Junior on your account. You may be seeing this other random child on the app as an error due to the delayed process of your sponsorship of Junior. Please rest assured that we will place Junior on your account as soon as possible. I have also sent this information to our technical team to resolve. We appreciate your patience! 
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Melissa Gonzalez

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Thank you. So if I understand correctly I won’t be able to make my donation via the app as he is not going to come up on my account until the payment is made?
What other ways may I make a payment?
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Susan, Sponsor and Donor Relations, Social Media

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Melissa, you are correct. That said, you are welcome to visit www.compassion.com/firstpayment to go ahead and make that first donation.

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