Missing child on website

  • 1
  • Problem
  • Updated 2 years ago
  • Solved
Archived and Closed

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One of my correspondent sponsorships isn't showing up on my account. He shows up on the app but when I try to write it gives me an error. His number is: BF4500009
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Andrea Watt

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Posted 2 years ago

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Sarah Heacock Schreffler

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Try logging out of the app and logging back in. The app does not update until you do that (With new kids or getting rid of old kids). 
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Sarah, Official Rep

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Andrea, do as Sarah suggested and let us know if you continue to not see him on your account!
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Andrea Watt

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He is still missing.
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Andrea Watt

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He is still missing on the website. After logging in and out he is also missing on the app.
(Edited)
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Shannon Massey, Employee

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Hi Andrea, 
I do see that he is still active in the program and on your account. You may need to clear the cache on your phone, and/or make sure you are using the most up to date version of the app. Usually when something like this happens, you can clear yourcache from the app and it will fix the issue. To do this on your Android,please follow the instructions below. 
1. Locate the setting on your phone. 
2. Go to Application Manager. 
3. Choose the Compassion app. 
4. Click on "Clear Cache".
5. Go back into your app and see if the issue has resolved. 

If this does not fix the issue, you may need to uninstall your app from yourphone and then reinstall it, to ensure you are using the most up to date version. Please also make sure that your phones software is up to date.

I hope this is helpful! If this still does not resolve the issue, please let us know, as we may need to send this to our technical team to look at.

If I can do anything to further assist you, please letme know! -Shannon 
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Christina, Employee

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Hi Andrea! I am deeply sorry that your sweet Josias is still not showing up on your account :(. We greatly appreciate your willingness to help us resolve this issue for you by completing the basic troubleshooting steps. Please rest assured that I have sent this to our IT Team, and they will work diligently to resolve this issue as soon as possible. Please know that Josias is indeed still your correspondent child, and even though you aren't able to send electronic letters right now, you are still welcome to send physical letters until we are able to fix this for you. Thank you so much for your patience while we work to have Josias reappear on your online account! 
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Andrea Watt

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Josias is still not back... any update?
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Shannon Massey, Employee

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Hi Andrea! I see that Josias is now listed on your account again! :) Please completely log out of your account, and then log back in and see if this works. Otherwise, it may take a bit more time to show on your side. I am so sorry for the wait! We truly appreciate your patience! 
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Andrea Watt

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How long do you think it will take to show up on my side? I'm still not seeing him :(
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Shannon Massey, Employee

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Hi Andrea! I am so sorry that he is still not showing on your account. Are you logging into your online account on the regular website, or are you using the Compassion App on your phone? 
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Andrea Watt

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I have tried both and he is missing from both. Thanks
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Christina, Employee

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Andrea, I sincerely apologize for this significantly longer than normal wait for Josias to appear on your online account. Sadly, our IT Team is still working on this issue for us. Regrettably, there is an issue with the system showing Josias on your account even though he is indeed on your account. I'm so sorry for the confusion with whether this issue was resolved yet. Thank you so much for your continued patience!
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Andrea Watt

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He is still missing
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Sarah, Official Rep

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Andrea, we are still working to get Josias on your account. I know it's very hard to wait, but I don't have an estimated timeline on when this will be fixed for you. It seems to be a rather complicated issue that they are working to fix.
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Andrea Watt

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Still missing
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Andrea Watt

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Still missing...
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Shannon Massey, Employee

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Hi Andrea, 
I am so sorry this is taking so long. I am escalating this issue to see if we can get this accomplished a bit quicker for you! Thank you again for being so kind and patient as we get this resolved! 
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Susan

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Hi Andrea! I just wanted to follow up on this issue. Is Josias still not showing up on your account for you? 

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