Not able to open letters from my sponsor vhild

  • 3
  • Problem
  • Updated 10 months ago
  • In Progress
Merged

This conversation has been merged. Please reference the main conversation: All the letters from my child are grayed out

I have a notification that I have new letters on my app, and when I go into the messages there are three letters flagged as new with “x” on them and I can’t open. I had never received any type of notice, so I was surprised to see letters that were older in my box. I’ve tried deleting the app and reloading it multiple times, and logging out and refreshing my login. I’m really frustrated because I can’t reference any of the content in her letters.
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Anna Wilson

  • 2 Posts
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  • frustrated

Posted 10 months ago

  • 3
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Sarah, Sponsor and Donor Relations, Social Media

  • 4922 Posts
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Official Response
Anna, I am so sorry that you aren't able to open these letters on the app right now :(. In normal situations, the x and the red "New" bar would indicate a completely new letter that is being processed. Regrettably, we have an issue with the app right now where older letters that have already been processed and should be available for sponsors to read are coming up looking like this too. I am sending you copies of both of Assiwou's letters right now so that you can read them. What version of iOS are you running on your phone and what phone model do you have? I'll pass this issue along to our tech team for you if you can give me that information. Thank you!