Archived and Closed
This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: case resolved
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
Posted 2 years ago
Sarah, Sponsor and Donor Relations, Social Media
Andrea, do as Sarah suggested and let us know if you continue to not see him on your account!
He is still missing.
Shannon Massey, Employee
Christina, Employee
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!
Josias is still not back... any update?
Shannon Massey, Employee
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!
How long do you think it will take to show up on my side? I'm still not seeing him :(
Shannon Massey, Employee
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?
I have tried both and he is missing from both. Thanks
Christina, Employee
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!
He is still missing
Sarah, Sponsor and Donor Relations, Social Media
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.
Still missing
Still missing...
Shannon Massey, Employee
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!
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!
Susan, Sponsor and Donor Relations, Social Media
Hi Andrea! I just wanted to follow up on this issue. Is Josias still not showing up on your account for you?
