Letters to the children I sponsor issues

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Hello! I am unable to read letters from the 2 children I sponsor. Also, I wrote letters to them both online yesterday and now it shows that I haven’t. I want to make sure the children get my letters and photos. Can you please help me resolve these issues. Thank you.
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December Herman

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Posted 10 months ago

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Christina, Employee

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Hi December! Thank you so much for the difference you are making in the lives of Wycliffe and Josephine! I’m so sorry you are not able to read any of their letters or see the letters you wrote to them yesterday. Please rest assured that I do see all of your letters to and from your children, including the letters you wrote yesterday. Are you experiencing the same issue on the mobile application and logging into your My Account from a computer? Are you able to see that you have letters, but you cannot open them to read them? Or, are there no letters in your “My Letters” section at all? If possible, will you please provide screenshots of what you are seeing? Thank you!
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December Herman

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I always check on the app on my iPad. I guess I haven’t even tried on the computer. The letters from the children have a grey “x” on them. I think there is only 2 that I can read. Hope that helps.
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Shannon Massey, Employee

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Hi December, 
That does help a bit. Are you able to provide us some screenshots at all? Also, would you mind logging in to your account at Compassion.com on a computer and see if the issue shows there as well? If you find that the issue is only on the app, can you please provide us your Phone/iPad Make and Model:e.g.(iPhone 6S or Samsung Galaxy S6) and OperatingSystem: (OSversion being used)? Thank you so much for helping us to troubleshoot the issue! 
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December Herman

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I can see the letters on the computer, but not on my iPad Air (9.7 inch). I’m guessing the problem is with the app then?? My operating system is iOS 11.2.2. I will attach some screenshots below.
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December Herman

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Jody Linnebur

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I am having the exact issue
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Madison

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Hi Jody! 

Could you please provide screenshots as well? Are you able to see the letters on your account on our website and not the app? If you find that the issue is only on the app, can you please provide us your Phone/iPad Make and Model:e.g.(iPhone 6S or Samsung Galaxy S6) and OperatingSystem:(OSversion being used)? Thank you so much!
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Madison

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Hi December! 

Thank you for providing these screenshots! We are having an issue with our app. This is a well-known issue and our tech team is working on resolving it. Thank you again for bringing this to our attention and your patience through this time. I have let our tech team know about this on the specific device you are using. Please let us know if you have any further questions!
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Susan, Sponsor and Donor Relations, Social Media

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Hi December and Jody! I just wanted to follow up with you both and see if you are still experiencing this issue. 

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