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I was assigned a new correspondent yesterday, Salus from Rwanda, so I immediately set to work writing a first letter to him. When I sent it, I noticed that I did not receive a confirmation email from Compassion which is usually in my inbox seconds after sending a letter. I thought that was very odd because I've never not gotten a confirmation e-mail.
When I went back later, the letter I sent says "under review." When I click on it, it says "There was a problem with this letter. Please check back later for further details."
When I went back later, the letter I sent says "under review." When I click on it, it says "There was a problem with this letter. Please check back later for further details."
What does this mean and how can this be fixed so that the letter is sent?
Thanks!
Posted 3 years ago
Haley, Sponsor and Donor Relations, Operations
I have 3 kids that this did this last night also where I didn't get a conformation and it's still pending could you check mine? The one I sent today went through though. Thanks
Haley, Sponsor and Donor Relations, Operations
Hey Kasey, I was able to push through your letter for Brayah, but the letters for Donald and Genesis sent yesterday do not appear to have actually brought through the text that you wrote, so I am unable to process those. I do apologize, but can you resend those letters? I am so sorry for that! I will let our IT department know about that error.
Yes I can redo them thank you I'm not sure what happened!!
Is there a way to delete those 2 that didn't go through?
I hope you have a great new year! Thank you for all your work!
Haley, Sponsor and Donor Relations, Operations
Yes, I have deleted those two records for you. Thanks, have a great New Year!
I also have several letters that seem to be stuck, either saying "under review" or "just received" or "in translation" or something. I have this issue for letters sent to three different kids. They keep saying "in transit" when I look at my letter history. I've been wondering if these ever got sent or not? If we keep getting this message, should we always contact you for help? Thank you for your assistance.
Haley, Sponsor and Donor Relations, Operations
Hi Trina, while you are welcome to contact us, we do proactively have team members who work through queues of letters that have these types of issues, so during their normal workflow they will be fixed and sent through to your child. I did just check your account though, and all of your letters have been sent through now, so all have made it fully through our workflow.
Thank you so much, Haley! I am very happy to hear that! Thank you for getting back to me so quickly and for checking my account for me! You guys are truly the best!!!! Happy New Years!
Haley, Sponsor and Donor Relations, Operations
You are most welcome! Happy New Year!
Could the letter I sent to Ruth back in November also be checked and possibly pushed through please? it's been under review for quite some time now.
Thank you Emily for asking about this here!
Thank you Emily for asking about this here!
Hi April! We are working on getting this letter through. Happy New Year!
Thank you so much Sarah!
KristenH, Champion
I am new to all of this, as I have just sponsored my first child. I also have a letter under review and am afraid I have done something wrong. It says there is a problem with the letter. Is there a way to find out what was done incorrectly? Thanks!
Sarah, Official Rep
Hi Robin! It looks like our system just wasn't quite caught up with you choosing to sponsor Borni by the time you wrote that first letter. We looked into the issue for you and took care of it, so it is now going to be going through the system just fine. Borni will be reading your letter soon :).
Thanks so much! I was afraid I was doing something wrong.
Emily Smith