Letters Disappeared

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  • Updated 2 years ago
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Hello! I noticed yesterday on my Compassion account that we had new letters from 2 of our kiddos. We read one of the letters and when I went back to read the other new letter from a different child (Esther ), the new letter as well as all of our previous 12 letters had disappeared and it was showing that we now have 0 letters from her. Is there anyway this can be fixed? Thank you so much for your help!

Stephanie
(Sponsor #3011888)
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Stephanie Catich Hershberger

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Posted 2 years ago

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Susan, Sponsor and Donor Relations, Social Media

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Oh no, Stephanie! I can imagine that would be a shock to have your letters disappear like that. What kind of device were you trying to view your letters on? A phone? PC or Mac computer? Also, what browser were you using? You might try clearing your cache and logging back in again or possibly trying a different device. 
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Stephanie Catich Hershberger

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Good morning! I used my iPad and then went to my computer and tried using both Firefox and Explorer. All the letters for the other children are still there, but all of Esther's letter, including the new letter, had disappeared. I double-checked again this morning in case it was just a weird glitch, but it is still showing a 0 by her profile in the Letter History section.
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Christina, Employee

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Hi Stephanie! I'm so sorry that you are still unable to see Esther's letters :(. Thank you for testing this through multiple ways as this helps us with troubleshooting. I have sent this to our IT Team, and we will have this resolved for you as soon as possible. Thank you so much for being patient! 
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Stephanie Catich Hershberger

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Wonderful, thank you so much! Is it possible to have Esther's newest letter emailed to me in the meantime? Thank you again for your help!

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Susan, Sponsor and Donor Relations, Social Media

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Most definitely, Stephanie! I'm sending that to you now. :)
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KristenH, Champion

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I had a new letter from Kelvin Chai (KE3420261) that showed up on 12/23. I clicked on it but got interrupted and had to log off. When I came back to read it again it was gone! Any chances it will show back up or am I out of luck? Thanks!! 
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Kristen! I am so sorry that this letter disappeared on your account! I do see in the system and am happily sending it to you by email right now. It should honestly show back up on the app as well :).

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