PHOTO DISAPPEARED

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  • Updated 2 years ago
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One of our sponsored children, Harouna Nandnaba (BF031600279), sent us a letter with a new photo of him in his new clothes and shoes with all the food his family bought with our gift money. This photo is now missing from the online letter.  I looked at both letters from him and both only show two pages.  The photo page is gone!  I'm glad we printed the photo, but I don't want our copy to be the only one available in case it is lost or torn.  Please let me know if photos will no longer be part of the letters we receive or that are kept for us online.  If so, I will have to request mailed hard copies in addition to the online ones.  We had decided to forego hard copies sent from Compassion in the hopes it might alleviate the drain on Compassion's resources so they could be used in better ways since we could print our own copies from the electronic ones.  But I don't want the online ones to vanish! Even if we keep backups, these letters and photos are so valuable to us that we will have to print duplicates if not sure they'll be stored online for us.  Thank you in advance for your response.  We do appreciate your time and help. --Kathleen
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Mitchel and Kathleen

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  • concerned but not frustrated or upset

Posted 2 years ago

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Sheila Hicks

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The same thing has happened to the children that I sponsor. Did you find out why the pictures are gone?
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Susan, Sponsor and Donor Relations, Social Media

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Sheila, this is due to an error in our online system that is sometimes not showing the last page of letters. Which children are you having trouble viewing the full letter for? I would be happy to send you the full letter via email while we work to correct this error. 
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Stephen

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Someone from compassion will be willing to help you tomorrow God bless
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Erin Kate

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For one of my correspondent children, the translations to his letters aren't on the stationary he writes on, but on a third, separate page. I was going to write him a letter today and I noticed the third pages with the translations are missing. It's probably just a glitch that they'll fix (hopefully soon).
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Trina Harris Ezell

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I am also noticing that none of my letters that I have sent to my sponsor kids are showing my attached photo pages that I sent with the letters. They are not in the system at all. Also I've noticed that the handwritten letters that I physically mailed to the Colorado Springs office to send to my kids.....which are usually at least 3 pages long....are only showing up in the online system as one page....as if the other pages of my letter did not get scanned and sent with the other page. I hope as well that this is just a glitch and that they really are receiving ALL pages of my letters and my photos attached to online letters. I would appreciate someone looking into this for me as I'm worried. I don't want only half of my letter making it to them, and if my pictures sent online did not end up going through, I would like to know so I can resend them. Thank you so much!!! Sounds like lots of people are having issues and I'm sure it's frustrating for everyone that the system continues having problems. I hope it gets worked out quickly! God bless you guys for all of your patience and hard work!!!!
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Susan, Sponsor and Donor Relations, Social Media

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Trina, to be clear the issue you are mentioning is different than what we are talking about in the rest of this thread. Could you please email socialmedia@compassion.com with which letters you are concerned were not scanned in their entirety so that we can investigate and make sure everything is alright? Thank you so much!
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Susan, Sponsor and Donor Relations, Social Media

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Mitchel and Kathleen, I sincerely apologize that this photo disappeared from the letter online. The photo is still part of the letter in our system but our online system sometimes removes the last page of letters in error. We are working on fixing this error in the online system. In the mean time, please rest assured that the photo is part of the letter file. I have emailed you the full letter which includes the photo on the last page. 
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Mitchel and Kathleen

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Thank you, Susan.  You're a wonderful advocate, and we appreciate you.
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Mitchel and Kathleen

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I see the photo online now.  Thanks!

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