Not being able to open Letter!

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  • Updated 2 years ago
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Archived and Closed

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Hi there! I have had a notification on my app since December saying I have letter but when I try to open it it won't let me do anything or see the letter. Is it me or just then app?
Photo of Terry Julia DeGroot

Terry Julia DeGroot

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Posted 2 years ago

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Photo of Susan


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Hi Terry! I'm so sorry for the delay in our response and any confusion or concern caused by Stephen's letter being unavailable right now. I know we responded elsewhere when you first posted, but it looks like we missed this post.

After looking into your account, I do see that this letter on December 18th is actually still in translation. When a letter is in translation, it will show up on your account with "New" on it and it will show an "X" until it has completed processing and is available. The issue other people have been experiencing is with all of their children's letters having an "X", including previously available letters. The good news is that your kiddo's letter should be available soon, and you are not being affected by this known issue :). Please let us know if you have any additional questions or concerns. 

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