Letter not sent

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Hi, the online app shows that I have not corresponded with my 2 sponsor children for over 300 days. I can see the letters I wrote to both of them in December, were they not sent to my kids? Also, when the children write to me, they are extremely general and never mention the letters I’ve sent or answer questions I asked. Their letter ask things you would ask a brand new sponsor ....like where do you live. Bit makes me wonder if they are getting my letters at all. Thanks!
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Kelly Given Jensen

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Posted 2 years ago

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Christina, Employee

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Hi Kelly! I’m so sorry to hear that your mobile app is not showing the correct last correspondence date. I do see that you last wrote to your kiddos on December 19th, and we appreciate that you have been investing in your children’s lives through your support, love, and letter writing. 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. Clear app cache
4. Uninstall, power cycle, and re-install application

Please let us know if the issue persists after you complete this troubleshooting. If the issue is persisting, I will need to send this to our wonderful IT Team to resolve for you, so I will need the following information: 

1. Device make and model
2. Device OS version
3. App version

Thank you so much for your willingness to help us fix this issue :). We appreciate your patience and understanding during this process!

I’m so sorry to hear about your concerns regarding your children’s letters and whether your letters are making it to your children. Please rest assured that we do indeed ensure that every letter is delivered to your child. If there were ever a problem with processing or delivering your letters, we would be in contact with you. Please know that our desire is for every sponsor to have the opportunity to develop a meaningful relationship with their child through letter writing, and I hear your heart to foster relationships with your kiddos. I see that Karla uses our form templates. Children under the age of 9 typically use our form letters because it is easier for them to understand the concept of writing and to fill in the blanks. I see that Pedro is using the older child stationary where he can freely write. Please know that many children feel timid or have a lack of confidence when it comes to writing. Please rest assured that Karla and Pedro are receiving your letters and will answer your questions. If you are not getting answers to your questions, I encourage you to not give up. You may need to ask your questions multiple times, and you can try highlighting, underlining, or listing out your questions. Some kiddos forget to answer questions or forget the questions they have asked because they take their sponsor’s letters home and put them in a safe place. On letter writing day, the tutor may help the children come up with questions or letter writing ideas by writing some suggestions on the board. If your children’s letters are sounding similar, it may simply be due to them using the tutor’s suggestions. Please be encouraged that as Karla gets older and as Karla and Pedro get to know you, you should begin to see them both write more unique messages without the assistance of a tutor. Please let us know if you have any additional concerns or questions. Have a blessed day!

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