Phone number down / Sponsored online on Sunday night, paid with PayPal, not sure if anything went through?

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Hi, I sponsored a child online Sunday night. I paid with PayPal. At one point I saw a sponsor ID but then the page refreshed and so I don't have it. I also didn't see a confirmation of the transaction anywhere in PayPal, so I assumed something went wrong and went to sponsor again - but the child was gone from the site. I figured that somehow the child was in "limbo" but would clear out, and so went and sponsored another child the same way, thinking if they both go through - great!

I called Monday to see about it, and the people on the phone said to call back on Wednesday to confirm. I just called and it was on hold for 8:30 then hung up on me, I'm now listening to hold music again. This might be faster... I really would like to know if something went wrong, I should sponsor another child, I should wait - no idea - i have no confirmation of anything, except the children are both no longer on the site and it says they are in the process of being sponsored. Why is it a process? Isn't PayPal instant?

Any/all help greatly appreciated, I'm a bit wary of this program because it seems like it should be more straightforward? But I really want to help change lives!
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Hannah Drake

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Posted 2 years ago

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Lisa-Marie

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Hi, Hannah! I'm sorry you're having difficulty. I can imagine how frustrated you must feel. Please don't be wary of this program though; they are genuinely interested in helping these children and connecting them with sponsors like you who care. Do you have a Compassion account? If so, have you tried logging in and seeing if either child is listed under "My Sponsorships"? I know they've been a bit swamped lately because they did a major overhaul of the letter writing system, followed by updating the whole site. I know when they're able they will get back with you.
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Christina, Employee

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Hi Hannah! I am deeply sorry for the confusion or frustration this may have caused! I sincerely apologize that you were on hold for quite some time and then it ended :(. We have been working on resolving some glitches with our new IVR system, and I am very sorry for the delays. I'm so sorry that your initial donation for the first two children did not go through using your PayPal account :(. I do see that you were able to speak with one of your customer service representatives yesterday. I'm so glad that we could help you figure out everything. I also see that you are now sponsoring two adorable girls, Kelly and Tiara! Congratulations! Thank you so much for choosing to bless these two kiddos with your love and support! Your sponsorship will definitely have a huge impact in their lives!
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Hannah Drake

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Hi Christina and Lisa Marie! Yah I did get through eventually, and it was actually kind of sad because I guess the two children I had tried to sponsor on Sunday night were actually cycled out on Monday to different churches for sponsorship promotion programs, so even though I had tried to sponsor them it didn't work! The nice lady on the phone said she was going to alert the technical team as that was a bizarre glitch. Anyway, as you can see she did help and created my account so that I could go in and sponsor and found Tiara and Kelly.. They both are June babies Haha so I'm trying to figure out the birthday situation. Is it too late already for a gift? Do I really get photos if I send $60 or more? Can I still send them a physical letter with flat items like stickers or is everything scanned in now?

Also, I know the letter thing switched over to scanning to try to speed it up which I think is great! Is there any idea on time estimates now for a letter to get there and get back? I was shocked to see both letters were already translated the day I put them through the app! That's so fast!

Excited for this new journey and so happy God connected me to these two darlings ❤️❤️ He blesses us so we can bless others!
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Beth

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Hi Hannah. I really do get photos when I send monetary gifts of $60 or more to my children or their families. I send a birthday gift for the child and a family gift every year, and I get photos for both situations showing what the money was used to purchase. I have even been so fortunate to have one of my child's mother and father in at least one photo!!! Sometimes, the letters with the thank you and photos can take a while though. I just got some photos for a gift I gave 7 months ago, but I waited patiently and was thrilled when the photos showed before and after pictures of improvements that were made to their house to keep water out when it rained! Enjoy getting to know your 2 girls! (Love your statement about blessings!)
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Susan, Sponsor and Donor Relations, Social Media

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Hannah, it is not too late to send a gift and letter for your new sponsored children's birthdays. :) I would suggest sending them as soon as possible though. Gifts still take about two months to be delivered and the letters can take anywhere between a few weeks to a few months to be delivered. It really varies because we are still getting used to this new system of scanning. 

We are truly so excited that you have chosen to love and support these two precious ones! Thank you so much for your heart to love and serve!
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Lisa-Marie

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I'm so sorry about the glitch, but I'm very glad you now have 2 precious blessings. As for too late, no, definitely not. I think they recommend 2 mos in advance of their bdays. My little girl is a June baby too! Most things are scanned in, but they still send stickers, musical cards and paper gifts. Everything has to include a letter though and max 6 pages (front and back). As for the time frame, I think they're working toward quicker times sending/receiving letters, but it's a bit hard to predict. It was nice to "meet" you!
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Shannon Massey, Employee

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Hi Hannah, 

Congratulations on your two new girls! I am so sorry to hear about the glitch that happened but I know that God works in wonderful ways, and he knew that you would be an amazing blessing to Tiara and Kelly! :)

Please know that it is never too late to give a gift! These kiddos never expect anything, so even if your gift was delivered a little late, they would just feel so blessed to be thought of, I am sure they wouldn't even notice! However, we do typically suggest sending your gift and letter/card roughly two to three months prior to the date if possible. Although, with the new system we are seeing things speed up, this is not a seamless process yet, and we are still trying to allow extra time in processing, just in case. Also, as Beth said, you will receive a thank you letter and a picture of the items that were purchased, if you send a gift of $60 or more! Its pretty fun! You are also still welcome to send musical cards, stickers, and bookmarks (all 100% paper) along with your card or letter if you would like, as Lisa-Maria noted.

Please let us know if you have any other questions as your begin your relationship with your young ladies! 
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Hannah Drake

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Thanks all! So helpful :) 

I went out and purchased their birthday cards and stickers today :) I thought about musical cards but then I realized they don't know English (?) so it might not really mean that much besides -- sooo I ended up picking one card that folds out into a "hug" (it's a bear, it's cute) and one that has some small jewels/glitter on the front :) I'm hoping since they have a bit of pizazz to them that they get sent in their physical format instead of scanned, hehe say a prayer that these get through. They're still falt, not bulky, etc, no more than a musical card would be anyhow! 

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