Letters

  • 1
  • Problem
  • Updated 2 years ago
  • In Progress
  • (Edited)
Archived and Closed

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Hello, Five of my kids show letters from me that are listed as just received or translated but does not show up under My Letters history. Some of these are recent, some are last month, some go back to July. I was able to view some of these at one time and now can not. Some were my reply to a letter I received so I would not won't them to stay in limbo. Have they went through? Are they stuck? I have sent letters after these and they have went through. My other kids do not have any of these. 7/11/16 for Lucas as example, I saw it online in August then it went away and has been gone since.
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John

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Posted 2 years ago

  • 1
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Christina, Employee

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John, I'm so sorry that some of the letters you have written to your kiddos have not been processed and delivered yet :(. As you may know, we were experiencing more system issues than we had anticipated with the new translation software. This resulted in us returning to manual translation which has caused a delay in some letters being taken care of. However, these letters should have been processed by now, so I have given this information along with all of the examples I could find on your account to our IT Team. They will be sure to resolve this issue for you as soon as possible. Another system issue we are currently experiencing is with the online letter history. Our IT Team is aware of this issue as well and are working their very best to resolve this. Some sponsors have been unable to view some letters and others have been unable to view their letter history entirely. Please rest assured that these letters will indeed return to your online account, and it is simply a matter of time :). Thank you so much for your patience and understanding as we work to resolve these issues as they arise. God bless you :). 
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John

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All children show the most recent letter just received after a coupe days now. Normally after a day they would be view-able. This is Joshua.
(Edited)
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Susan, Sponsor and Donor Relations, Social Media

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John, it looks like the majority of your letters have gone through over the last six months. That said, you are right that there are some that appear to be stuck in the system. Regrettably, as Christina explained, we are still working through all the kinks in our new system and some of the letters continue to be stuck. Please rest assured that we are working on resolving these issues and making sure these letters from you to your children go through. Thank you for your patience as we work through these issues.

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