Problem with letters

  • 2
  • Problem
  • Updated 4 years ago
  • In Progress
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: This post is quite old

I am having a problem with the new system. All of the letters I wrote about a week ago say 'has a problem'. I understand this may be a glitch but are they still being processed? Also, I have a letter from Marion Akinyi that has said 'been submitted' for 3 weeks now. Today I looked to check if the 'has a problem' was gone and I had an 'unread letter' notification from Marion. However, I cannot find it. When I click on it I now get 2 'has been submitted' notices but no letter.?
Photo of Philippa Dennis

Philippa Dennis

  • 7 Posts
  • 0 Reply Likes

Posted 4 years ago

  • 2
Photo of Sarah

Sarah, Official Rep

  • 5177 Posts
  • 1129 Reply Likes
Hi Philippa! The letters that say they "have a problem," are getting taken out and sent to be manually processed. Because these are for correspondent children, the system is not recognizing your relationship with that child for some reason. Please rest assured that these letters will be delivered in a few days once a human can look at it and verify that you are the correspondent. This will likely be the case until we can get a fix in the system. Does the 'unread letter' notification under Marion have a pop up with you click on it that says "in translation"? I am showing that the letter is still currently in translation and isn't actually ready to view yet.
Photo of Eleanor Clark

Eleanor Clark

  • 255 Posts
  • 15 Reply Likes
some of my children I sent Birthday card from the sight to the children it shows that the letters are done but the Birthday cards are missing.
Photo of Sarah

Sarah, Official Rep

  • 5177 Posts
  • 1129 Reply Likes
Eleanor, did you receive confirmation emails that we received your correspondence with the online cards? If so, they will go through. We are currently aware of letters/ cards not showing up in the communication history directly after being written and are working to fix it as soon as possible.
Photo of Eleanor Clark

Eleanor Clark

  • 255 Posts
  • 15 Reply Likes
ok thank you Didn't read that I know about the letters though
Photo of Debbie Skacel Tovar

Debbie Skacel Tovar

  • 161 Posts
  • 113 Reply Likes
I didn't think any of the email stuff was working yet (at least that is what was said in the fb group).  I haven't received any emails.
Photo of Ceri Bowen

Ceri Bowen

  • 63 Posts
  • 26 Reply Likes
At the weekend, I wrote letters online to all of my children.  In 'my account' it says 'last online letter sent 4/24/16' for each child.  However, 17 children have a yellow box saying that the letters are in translation and 10 children do not have a yellow box..  In 'Conversations', the children with yellow boxes show the letters from me as being in translation.  The children without yellow boxes show no letters from me at all.  Do I need to resend these letters, or will they show up in time?  Thank you!
Photo of Sarah

Sarah, Official Rep

  • 5177 Posts
  • 1129 Reply Likes
Hey Ceri! I checked on each one of the letters you sent on the 24th :). They have all been received, so there is no need to send them again. The ones that are not showing up are probably the ones that have not gone through translation yet. They should go through soon though!
Photo of Ceri Bowen

Ceri Bowen

  • 63 Posts
  • 26 Reply Likes
Thank you so much, Sarah, for taking the time to check this for me :)
Photo of Anna Stillwell

Anna Stillwell

  • 15 Posts
  • 1 Reply Like
I am trying to view a letter from my little girl, Genesis.  It shows one side of the letter but when I click on page 2 to see the translation there is nothing there.  Also, the letters I wrote are very pixelated and are unreadable and when I click print it is the same way.    
Photo of Susan

Susan

  • 7386 Posts
  • 1589 Reply Likes
Anna, I am so sorry that you are having so much trouble viewing the letters. I am emailing you Genesis' full letter. Please rest assured that although the letters may not be visible in their entirety on the website we have them here. We are currently working on troubleshooting these errors that are causing the letters to be pixelated and have missing pages. We hope to have them fixed real soon. 
Photo of William Blair

William Blair

  • 232 Posts
  • 163 Reply Likes
Hi Susan, I need you to check on 3  letters. Two from Bolivia and one from Nicaragua. It looked like they were already sent but didn't pull up.
Photo of Emily

Emily

  • 2650 Posts
  • 813 Reply Likes
Hi William! Which children from those countries are you talking about? I see that a letter was written to you from Maricela at the end of March that you should receive. If you can't see this one let me know and I can email it to you. I also see one from Marjorie that is still in translation so you will see this one soon but it's not quite done. And then there is another letter from Behimar, your boy in Bolivia. But it's still in status translation complete. You will be able to see it soon but it's not in the delivered complete phase yet in our system :). Let me know if you were talking about children other than these three but these are the ones I'm seeing in our system for you. 
Photo of William Blair

William Blair

  • 232 Posts
  • 163 Reply Likes
The letters from Maricela and Jhoselin looked like they were sent and I clicked on them and wouldn't pull up and now show in translation. I have one from Maricela that came through the new system. You can email the letter you have now.Same with the one from Marjorie in Nicaragua happened.  I don't see anything from Behimar on my account.  Go ahead and send me what letters you can. I know they are working hard to get the new system up to where it needs to be. Thank you.
Photo of Susan

Susan

  • 7386 Posts
  • 1589 Reply Likes
William, I was able to retrieve Maricela's letter and send it to you but regrettably not the one from Jhoselin or Marjorie. We will have to wait until those letters show up in the system. I hope it's real soon! Thank you for your grace and patience! :)
Photo of William Blair

William Blair

  • 232 Posts
  • 163 Reply Likes
Hey, it's all good in the hood ya'll. I just picked up a 2nd job doing yard work for my landlord who until now wouldn't let tenants do any work for him because of past experience. I got use to waiting 2-3 months for letters and seeing the conditions in other countries so waiting is something I'm getting better at. :)
Photo of Hilary Hopkins

Hilary Hopkins

  • 265 Posts
  • 48 Reply Likes
Susan, can you possibly email me the full letters from Yenifer in Peru and Iris and Nancy in Honduras? I'm missing pages on my account and would really like to see the whole letter. Thank you!
Photo of Susan

Susan

  • 7386 Posts
  • 1589 Reply Likes
Hi Hilary! I just sent you an email with the letters from Yenifer and Nancy. I don't see one from Iris. :(
Photo of Hilary Hopkins

Hilary Hopkins

  • 265 Posts
  • 48 Reply Likes
Thank you, Susan! I have a letter from Iris on my account that is missing the translation, but I'll keep looking to see if that is added :)
Photo of Amanda Scully

Amanda Scully

  • 8 Posts
  • 2 Reply Likes
I'm having the same problem with a missing page. I can only see the front page from Emmanuel in Kenya, not the back page where the letter is actually written.

Even with the glitches (I'm also very patiently waiting for the first letter in a year from my child in Bangladesh to get past the "has a problem" phase), I am loving the new letter-writing system! I'm glad Compassion has found a way to make communication faster and easier for children and sponsors, and to use monetary resources more wisely. I'm praying for everybody as you work out the wrinkles!
Photo of Susan

Susan

  • 7386 Posts
  • 1589 Reply Likes
Amanda, thank you so much for your encouragement words and feedback about how the new system is working for you. :) I am sending you an email with Emmanuel's full letter.

This conversation is no longer open for comments or replies.