My child has written several letters, but they all remain untranslated.

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  • Updated 12 months ago
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I have noted that my child wrote me a letter in January, April and May of 2017, but none of those letters were translated. It is disappointing that the letters I am taking the time to read on line and that my child took the time to write remain untranslated. How come this is happening? What happened to the translator?
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Kirk Walker

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  • Disappointed

Posted 12 months ago

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Teresa Dawn

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I'm not staff.  Are you getting the letters online or via snail mail.  If you are getting original copies they won't be translated because the translation now happens at the scanning point, if they are not translated online, double check there isn't extra pages... most letters have the translation when you go to page 2 but I have had several that had 3 or 4 pages and the translation was there and I didn't notice immediately there was extra pages.  If there still is no translation by the last page staff will be able to get them translated for you and find out why so many are missing translations but it may be a few weeks before they hear back from the project.  They'll be able to give you a better  answer tomorrow during their office hours
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DM Bailey

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I haven’t had this issue come up, though I’d definitely contact
their office via telephone. I would also be disappointed.
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Kirk Walker

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I have checked all the pages that are available online. There is a second and 3rd page that have space for the translation and they are blank.
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DM Bailey

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Every letter I received was translated. There is some mis communication here.
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Teresa Dawn

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Definitely sounds like something is missing, but Compassion will be able to check into it and get the translations for you.  They are usually really quick at answering here so I'm sure they'll look into it tomorrow for you :) Hope you get the translations soon!
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Shannon Massey, Employee

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Good morning Kirk, 

I am so sorry that you have not been able to see a translation for each of these letters. I took a look at your account and I cannot find any letters without a translation, meaning I am wondering if there is an issue with the online system. I want to walk you through a few steps that we want to begin with just to ensure everything is up to date and working correctly. First of all, can you please verify for us if you are looking at these letters online at Compassion.com or using the Compassion App? If you are using the App, why type of phone do you have? 
Secondly, can you please send us the exact dates on the letters that you are missing a translation for? This will allow us to locate the exact letters and verify this error is only on the web and not in our whole system. Thank you so much, Kirk! We look forward to hearing back from you and helping to get this fixed for you! :)

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