Letters

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  • Problem
  • Updated 4 months ago
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The letter we received through the Mobil app from our child is not translated, we have idea what it says. And we also sent in a letter, maybe over a month ago, how do we know when she receives it?

Thank you!
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joni

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Posted 4 months ago

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Shannon Massey, Employee

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Hi Joni, 
We would be more than happy to take a look at your letter! I do apologize that you received it without translation. However, I am not able to locate your account using your email address. Can you please provide me with your sponsor or child number? Thank you so much! 
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joni

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Hi, sorry, I forgot our account is under my fiance’s Email. Here is our sponsor number 08177493.
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laura

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Hi I need to cancel my account also due to medical expenses that will not allow me to have the extra income to support this. Please cancel. My child number is peo65100016 and my sponsor number is 3A4831

Pls confirm this is complete. Thank you
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Sarah, Sponsor and Donor Relations, Social Media

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Joni, I was able to read the letter with that sponsor number. Thank you! At the end of May, we had an issue where child letters were coming through to sponsor accounts either completely missing translations or they had the wrong translation. This letter was affected by that issue, but we have now fixed it. Have you only tried to view the letter on the app? If so, I would encourage you to try reading it online as well. It should show up there. For the app, try clearing your cache. If that doesn't work, try to uninstall the app, make sure your phone's software is up to date and restart your phone before installing the app again. I'm hoping that will allow you to see the translated letter. If it doesn't let me know! You are also able to track your letters to your child in your online account. Click on "Write My Child" and then on "My Letters" Click on the conversation bar, where you should see every letter to and from your child. I don't see any letters from you yet, but when we process one, it will show up there. When letters are still in processing, the line under the conversation bar for that letter will show up greyed out. Blue bars with an envelope icon indicate that the letter has been printed out at the national office in your child's country and is either waiting to be picked up for the staff from the center or has already been delivered to your kiddo :).
(Edited)
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Sarah, Sponsor and Donor Relations, Social Media

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Laura, I am so sorry that you need to cancel and that you are dealing with medical expenses :(. As requested, I have placed your child back up for sponsorship today.

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